Why can’t I seem to open Sookasa files?

There are a few things you can check:

  • Make sure you have installed Sookasa.
  • See if you're logged in to the Sookasa application. You can check by right-clicking (control-click on Mac) the Sookasa icon in your computer’s menu bar or system tray. Choose Preferences, and switch over to Account. It will give you the opportunity to log in if you aren't already. 
  • Check that you have been authorized to open the Sookasa file by the person who encrypted it. 
  • See whether Dropbox has been installed to a location that is not the default drive (usually the C: drive). If it isn't, this can cause problems in accessing Sookasa files. To get around this, you can unhide the Sookasa drive by right-clicking the Sookasa icon, select Preferences, and uncheck "Hide Sookasa Drive." 
Have more questions? Submit a request

36 Comments

  • 0
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    Way HK

    Hi, I am on Mac Sierra 10.12.2, Sookasa is installed but no response when click on Sookasa, the app just doesn't start up. Any suggestion? Thank you.

    Edit:

    I am able to find to log:

    System Integrity Protection: enabled

    Crashed Thread: 0

    Exception Type: EXC_CRASH (SIGABRT)
    Exception Codes: 0x0000000000000000, 0x0000000000000000
    Exception Note: EXC_CORPSE_NOTIFY

    Termination Reason: DYLD, [0x1] Library missing

    Application Specific Information:
    dyld: launch, loading dependent libraries

    Dyld Error Message:
    Library not loaded: /usr/local/lib/libosxfuse_i64.2.dylib
    Referenced from: /Applications/Sookasa.app/Contents/MacOS/Sookasa
    Reason: image not found

    Binary Images:
    0x10ed65000 - 0x10ee03ff7 +com.sookasa.Sookasa (3.20.9 - 10446) <C58619AF-C77C-3B7F-B03D-33FCA66439CE> /Applications/Sookasa.app/Contents/MacOS/Sookasa
    0x111c7c000 - 0x111cb9267 dyld (421.2) <947FC440-80F9-32F7-A773-6FC418FE1AB7> /usr/lib/dyld

    Edited by Way HK
  • 0
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    Joel

    I also have this same problem. Just installed, open the app and nothing happens. No menu bar icon, nothing.

  • 2
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    Way HK

    Install FUSE for macOS 3.5.4 should solve your problem :-)

  • 0
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    Angela Tam

    I have the exact same problem. no luck here

     

  • 0
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    Suresh Karra

    I just installed the Sookasa app on my macbook and am unable to open the app. Please advice. Thank you. I called the support service phone number and it goes into voicemail.

  • 0
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    John Reimering

    Same problem here. Installed. Open the app nothing, happens. Control-click on icon doesn't work.

    I am new to iOS and my macbook. Had no problems before with Sookasa in Windows. So I'm extra insecure about what I'm doing.

  • 0
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    Cortney Rouse

    Way HK, I installed FUSE but it is still being non-responsive. What am I missing?

  • 0
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    Way HK

    Hi, the FUSE version on my macOS Sierra is 3.5.4 and the Sookasa version is 3.20.9 (10446). These works well for time being. 

    Else try to contact Support to get the non-published latest version and seems to work well.

  • 0
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    John Reimering

    Being a newby on the Mac I didn't understand that FUSE should be installed. Don't even know what it does do. Couldn't find it on my macbook. Is there a way that I could have known that? Is it wise to explain that before downloading Sookasa for Mac? (or did I overlook things? could be) I lost days to discover this. Sookasa works fine know.

  • 0
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    John Pang

    WORKS NOW!

    Go to: https://osxfuse.github.io

    Download the latest Fuse and it should work.

  • 0
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    Edward Schrank

    Worked for me too. How was I supposed to know to do this? CAlled support and apparently they closed early for the day (was 2pm PST!). Really needed access on a new laptop quickly. Frustrating. Working now. 

  • 0
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    Winter Faulk

    For OSX 10.12.4 I download the version of Sookasa that is currently on the site and used it to reinstall, when it prompts me to update to the newest version, after the install, I told it to skip that version and it started working

  • 0
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    Nicholas Wagoner

    Download Fuse. I had the same problem - Sookasa would not launch. I downloaded and installed Fuse--whatever it is---and Sookasa began working. 

  • 0
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    Melissa Stoudt-Williams

    I have been trying to contact sookasa for a week. Left multiple voicemails and emailed support with no luck.

    It seems, I am the only one that can open the sookasa files that are uploaded. It doesnt matter if I upload them or someone else does on my desk top. However, if I try to access and download the files from my laptop, it seems to fail and says it is not supported. Even the "owner" cant open the files she uploaded. Once she uploads it she can see it, but when she tried to open it, it fails.  And this is exactly what happens to me as well on my laptop. What makes my desk top so special?   SO ANNOYING!!!

  • 2
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    Shawn McGill

    Fuse and Sookasa have all been updated.  My entire team is getting an error message "500/17" and we can't read any files.  We're at a standstill and can't get any support.

     

  • 1
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    Rohan Jagathesan

    In exactly the same boat. Nothing works and no support.

    Website is down

    Very poor

  • 2
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    Suresh Karra

    we are having the same problem. Did anyone find an answer. I submitted a support request to Sookasa.

     

  • 3
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    Rohan Jagathesan

    Error messages with opening files


    If this problem persists please email support@sookasa.com (500/17) 
    .doc uses a file type that is blocked from opening in this version 
    .pdf there was a RAISE without a handler. The application will now exit.

    I am also unable to move files from Sookasa to any folder. It reports

    The operation can’t be completed because you don’t have permission to access some of the items

    It is appalling that despite a number of people having reported this problem, there has been no reply, resolution or update for 16 hours.

    Completely unacceptable customer experience. Enough to destroy a reputation

  • 1
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    Jonathan Smith

    Having the exact same problem.  How can a professional document application survive if customers can't access their documents?

    Unacceptable.

  • 1
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    Edward Schrank

    same issue here. downloaded the updated app. Still not working.

  • 0
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    Absolute Access ID

    We are having the same issue! HELP!!!

  • 2
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    Shawn McGill

    I received an update that the "engineers are investigating".  We're at a standstill, and exploring other options with 24/7 support.

  • 2
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    Rohan Jagathesan

    Received the same email a few hours ago. 16:04hrs. Presumably coinciding with AM business hours on the West Coast where I think they are based

    Would appear to be a system wide problem. Still not working though. This really needs to be fixed today

     

     

  • 0
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    Lisha Barre

    I also submitted a report about 5 hours ago.  No response so far and my business depends on this service.  I am astounded that there is so little response or acknowledgement of the problem and/or estimated time for a fix.  I think we are going to have to re-evaluate using this product.

  • 0
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    Kyle Worthy

    Same issue (error 500/17). My entire team is locked out of our files. I started getting responses from my support tickets today around 11am EST. Sounds like it is a system wide issue. Support for the product seems to have fallen off in recent months. I hope we can get a resolution soon. 

  • 0
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    Lisha Barre

    Kyle, what are the responses from the support ticket saying?

     

  • 0
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    Kyle Worthy

    First response was "our engineers are looking into it" and my second response was asking me to restart the program after they updated their SSL certificate. I noticed it was out of date (expired on Saturday) so it seemed to coincide with when the issues started. 

    I replied that it didn't fix the issue. I have not heard back. 

  • 0
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    Lisha Barre

    Where do you find the SSL cert for Sookasa.  I looked in Chrome and didn't see anything obvious.  Also, there seems to be no way to contact anyone at Sookasa.  I am getting worried that we may be stuck indefinitely.  Do you have any sense as to what is going on?

     

  • 0
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    Lisha Barre

    Also, do you know of any internet communities that discuss Sookasa?  If it weren't for you (and this message board) I would be completely in the dark.  That makes me very concerned.

  • 0
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    Kyle Worthy

    I am very concerned. However, I do think there are people working on the issue. I get the feeling their support staff is limited. I dont have any insights as to what the issue is other than it most likely is a result of dropbox (or some other entity) updating their API. 

    All I know to do is wait and try to provided the support ticket with as much information as I can about what is going on 

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