About Technical Support

[Dr. Nathan Parker]

Use this section to ask other Accordance users for troubleshooting advice. Post questions here such as:

 

• Non-urgent or non-complex issues (issues you would rather ask customers for advice on instead of contacting Accordance Technical support)
• Issues with user files (Accordance Technical Support is unable to troubleshoot issues with specific user files, so post those questions here)

 

If you need to install Accordance on your devices, click here. Use any browser but Google Chrome. Google Chrome is notorious for corrupting installer downloaders. Try Safari (Mac), Firefox, or Microsoft Edge. To download your Accordance books (modules), use Easy Install. You can find it on the Accordance menu on a Mac or the Utilities menu on a Windows PC.

 

If you're having trouble logging into your Accordance app or the Accordance website, click here to reset your password. You will also want to use your Accordance username instead of your email when logging into Accordance apps. You can find your Accordance username by logging into your Accordance account and clicking on Account Details.

 

Check out other Accordance FAQs here.

 

Contact Accordance Technical Support directly for urgent questions or complex issues that involve Accordance apps or Accordance-produced content (not user files) that would be beyond the scope of asking other Accordance users for troubleshooting advice.

 

Before posting a thread in Technical Support or contacting Accordance Technical Support, try some of the following common troubleshooting tips.

 

1. Make sure you have the recommended version of Accordance for your operating system.

 

Windows 11 and macOS Big Sur, Monterey, and Ventura need at least Accordance 13 for the best experience.

 

macOS Sonoma users should use Accordance 14 for the best experience, especially Sonoma 14.3 or later.

 

Accordance 12 and later are no longer supported and will no longer connect to our servers. Customers need to be on Accordance 13 or later. If you are still using Accordance 12 or earlier, please contact our Technical Support team to be provided access to Accordance 13.

 

2. Check for a damaged workspace by creating a fresh workspace.

 

Try duplicating your issue in a fresh workspace by going to File>New Workspace.

 

3. Accordance locking up or freezing after installing? Check your download.

 

Your download installer might have become corrupted during download. Try re-downloading the installer. Also try another web browser. Google Chrome is notorious for corrupting installer downloaders. Try Safari (Mac), Firefox, or Microsoft Edge.

 

4. Adjust your Security/Privacy Settings (macOS Only)

 

In order for Accordance to function optimally, please double-check your Security/Privacy settings in macOS (especially Ventura or later). 

 

• Click on the Apple Menu on macOS then click System Preferences (Prior to Ventura) or System Settings (Ventura or Later).
• Go to Privacy & Security. 
• Grant Accordance Full Disk Access and Accessibility. If Accordance is not in the box on the right side (in Full Disk Access or Accessibility), you can add it with the + button underneath the window and then navigate to Applications > Accordance and then select Open. 

 

Without changing these settings, macOS will "sandbox" Accordance causing crashes and other assorted failures.

 

5. Try Accordance Safe Mode.

 

Accordance Safe Mode will allow you to easily remove or disable User Content, Settings, Connectivity and perform clean up for troubleshooting purposes.

 

Mac Users: hold down your Option key as you open Accordance in order to open Accordance in Safe Mode.

 

Windows Users: hold down your Alt key immediately after you click on the Accordance icon in order to open Accordance in Safe Mode.

 

Please select Remove Startup Session, Clear Library Cache, Clear Research Cache, Clear cached downloads then click Launch Accordance.

 

If this doesn’t correct the issue, you can go back into Accordance Safe Mode and select Remove General Settings and then Launch Accordance. This will reset some of your personal preferences and you will need to put in your name and account information again, but this is normal. 

 

If this doesn’t correct the issue, you may want to try Disabling Highlights and User Notes and also Disabling Automatic Dropbox Sync and Automatic Updates in order to try to isolate the cause. 

 

6. To get help from other Accordance users, post a topic here.

 

Other Accordance users might have had a similar issue to yours in the past, so post a thread here in the Technical Support forums if you want to ask other Accordance users for assistance.

 

When posting a topic on the forums, adding a screenshot helps other users better understand your issues. Here are some instructions for taking screenshots (please note, the following links are from third-party websites and are not maintained or endorsed by Accordance):

 

Mac: https://support.apple.com/en-us/HT201361

Windows 11: https://www.pcmag.com/how-to/how-to-take-screenshots-in-windows-11

Windows 10: https://www.howtogeek.com/226280/how-to-take-screenshots-in-windows-10/

 

7. Contact Accordance Technical Support for direct assistance with support issues.

 

Accordance Technical Support sometimes will monitor these forums, but they are quicker at responding to phone or email support. To contact Accordance Technical Support directly, view the phone number or click the email button under Tech Support on the below web page.

 

https://www.accordancebible.com/sources-of-support/

 

Backing up your Accordance Preferences

 

This is just a reminder to all Accordance users to be sure to make a backup of your Accordance preferences. @R. Mansfield explains how to do that for both Mac and Windows users here:

 

https://www.accordancebible.com/back-up-accordance/

 

Migrating Accordance Desktop to Another Computer

 

Need to migrate Accordance Desktop to another computer? These are the following folders you will want to migrate to ensure your entire Accordance library, files, and settings are successfully migrated.

 

Accordance for Mac

 

There are 4 folders that you will want to migrate:

 

1. The Accordance app (the program itself) located in the Applications folder.

2. The Accordance folder (which holds your modules and support files) is located in either your Home User library or the Macintosh HD Library: Go to [username]/Library/Application Support/Accordance. (If your Home library is hidden, you have to hold down your Option key while you have the Go menu open in order to see the hidden Library underneath Home in the Go drop down menu) OR

Go to Computer/Macintosh HD/Library/Application Support/Accordance.

3. The Accordance Preferences folder (which contains your individual preferences) is located at [username]/Library/Preferences/Accordance Preferences (If your Home library is hidden, you have to hold down your Option key while you have the Go menu open in order to see the hidden Library underneath Home in the Go drop down menu).

4. The Accordance Files folder (which holds your workspaces, highlights, user notes, tools etc.) located in your Documents folder.

 

Accordance for Windows

 

There are 4 folders that you will want to migrate:

1. The Accordance program: (remove or rename the OakTree folder) under C:\Program Files (x86)\Oaktree\Accordance\Accordance.exe

2. The Accordance folder which contains the modules, etc.: (remove or rename the Accordance folder) under C:\ProgramData\Accordance

3. Preferences: (remove or rename the Accordance folder) under C:\Users\[username]\AppData\Local\Accordance\Accordance Preferences

4. User Content: (remove or rename the Accordance Files folder) under This PC\Documents\Accordance Files or  C:\Users\[username]\Documents

AppData and ProgramData are hidden folders. To show hidden folders on Windows 10 or 11, go to File Explorer > View > Check Hidden Items.

 

Moving from the Mac App Store Version to the Direct Install Version of Accordance Desktop

 

The direct install version and the Mac App Store version of Accordance look the same on the surface, but are setup on Macs in completely different ways and are not interchangeable. The Mac App Store version is ‘sandboxed’. The direct install version is not. This leads to limitations in the Mac App Store version that are not present in direct install version.

 

At the moment, we have paused offering a Mac App Store version, and we recommend any customers using the Mac App Store version to move to the direct install version.

To remove the Mac App Store version, navigate to:
 
Go/Home/Library/Containers/com.OakTree.MAS.Accordance and delete the com.OakTree.MAS.Accordance folder (in Mac OS X 10.7 and up, you may have to press your Option key while you have the Go menu open in order to see the hidden Library underneath Home in the Go drop down menu).
 
Also, if you have Accordance 10.4.6 or later installed, then you will need to check the Group Containers folder for another folder, RVS387QN32.com.OakTree.MAS.Accordance and delete it as well.
 
If these folders are not present, please move to the next step.
 
You will also need to remove any Accordance app from your Applications folder.
 
Then do a clean installation of our direct install version from:
 
http://www.accordancebible.com/Accordance-Installers/
 
or
 
https://www.accordancebible.com/download-accordance/

 

Removing or Reinstalling Accordance

 

Mac:

On a Mac there are four folders that you will want to remove or rename for a clean installation.

 

1 - The Accordance app (the program itself) located in the Applications folder.

 

2 - The Accordance folder (which holds your modules and support files) is located in either your Home User Library or the Macintosh HD Library:

 

Go/Home/Library/Application Support/Accordance/ (If your Home Library folder is hidden, you have to press your Option key while you have the ‘Go’ menu open in order to see the hidden ‘Library’ underneath ‘Home’ in the ‘Go’ drop down menu).

 

OR

 

Go/Computer/Macintosh HD/Library/Application Support/Accordance/

 

3 - The Accordance Preferences folder (which contains your individual preferences) is located at: Go/Home/Library/Preferences/Accordance Preferences (If your Home Library folder is hidden, you have to press your Option key while you have the ‘Go’ menu open in order to see the hidden ‘Library’ underneath ‘Home’ in the ‘Go’ drop down menu).

 

4 - The Accordance Files folder (which holds your workspaces, highlights, user notes, tools etc.) located in your Documents folder.

 

Windows:

Before beginning make sure that you back up your Accordance Files folder (located in Documents) so that you do not lose your personally created content if any.

 

The first thing that you will want to do is run the Windows uninstaller from Settings > Apps > Uninstall.

 

After completing the uninstaller please check the four folder locations for Accordance in Windows and manually delete anything that was missed.

 

In a normal Accordance installation on Windows, these four folders make up the complete Accordance installation:

 

1 - The Accordance program - (remove or rename the OakTree folder) C:\Program Files (x86)\Oaktree\Accordance\Accordance.exe

 

2 - The Accordance folder which contains the modules, etc. (remove or rename the Accordance folder) -   C:\ProgramData\Accordance

 

3 - Preferences - (remove or rename the Accordance folder) C:\Users\[username]\AppData\Local\Accordance\Accordance Preferences

 

4 - User Content (remove or rename the Accordance Files folder) - This PC\Documents\Accordance Files sometimes it can be in C:\Users\[username]\Documents

 

AppData and ProgramData are hidden folders. 

To show hidden folders on Windows 10 or 11: File Explorer > View > Check Hidden Items.

 

After making sure everything is removed. Please go to Regedit to remove the registry entries.

 

You will probably need to search for  ‘Regedit’ in a run line or the Settings search bar or by right-clicking on the Start menu and clicking Run.

 

Inside Regedit select HKEY_CURRENT_USER > Software and then find and delete both the ‘Accordance’ folder and the ‘OakTree’ folders.

 

Then carefully close Regedit. 

 

If you have not already done so, delete or rename the Accordance Preferences folder located at: C:\Users\[username]\AppData\Local\Accordance\Accordance Preferences.

 

Tech Support vs Bug Reporting

 

Use the Technical Support forums to get answers to technical problems, such as:

• How do I install....?
• Why is this not working?
• I am getting this error message....

 

Please also check the FAQs section on the website.

 

If you believe you’ve encountered a bug within Accordance, please use the “Bug Swatters” Mac or Windows forums instead to post you bug report, and we’ll take a look at it.

 

Accordance and Major Upgrade Betas of macOS/iOS/iPadOS

 

Occasionally, we'll receive a tech support email from a customer running a beta of a forthcoming major upgrade of macOS/iOS/iPadOS (at the time of this writing, macOS Sonoma and iOS/iPadOS 17) reporting issues with Accordance.

 

Please note that we will not officially support Accordance on future major upgrades of macOS/iOS/iPadOS while those versions of macOS/iOS/iPadOS are in beta. We will wait until around the time each major upgrade of macOS/iOS/iPadOS is officially released to the public, as Apple can make major changes between each beta release of macOS/iOS/iPadOS that can affect various apps (including Accordance). This is generally how most macOS/iOS/iPadOS app developers support their apps, and Accordance is generally quick at  supporting future major upgrades of macOS/iOS/iPadOS around the time such upgrades are officially released to the public.

 

However, some Accordance users wish to test out Accordance versions on betas of future upgrades to macOS/iOS/iPadOS solely for the purposes of providing feedback to us on how well Accordance is running on the forthcoming versions of macOS/iOS/iPadOS, as well as highlighting any potential issues with such future versions we may wish to be aware of.

 

For the customers who are interested in participating in such testing activities, you're welcome to do it and provide us feedback on the forums. We'll read your feedback and keep it in mind in case Apple makes a major change in a future release of macOS/iOS/iPadOS we wish to be aware of. If you're not a member of the Accordance beta test team yet, you can let us know (simply DM me, Nathan Parker, and I'll add you to the beta test team), and you're also welcome to test our latest Accordance betas on betas of future releases of macOS/iOS/iPadOS when providing us feedback. We are unable to provide direct technical support for Accordance running on beta releases of macOS/iOS/iPadOS, as well as any feedback reports that come in on beta releases of macOS/iOS/iPadOS will be reviewed separately from bug reports on officially-supported, current-released versions of macOS/iOS/iPadOS. However, such feedback is still useful for us for those who are actively beta testing future major upgrades to macOS/iOS/iPadOS.

 

We do not recommend that you install a beta of macOS/iOS/iPadOS on your mission-critical production machines that you use for everyday work, as such beta versions can cause issues with Accordance until Apple is closer to releasing the major upgrade of macOS/iOS/iPadOS to the public. We always recommend that you reserve your mission-critical production machines that you use for every day work for an officially-supported, current-released version of macOS/iOS/iPadOS. 

 

Reporting Security Software "False Positives"

 

Occasionally, antivirus, antimalware, or security software (especially the more “aggressive” security suites) will accidentally “flag” applications as containing a security issue. On a personal note, this happened to me recently with my other job's storm tracking tool that is used by TV stations around the country and has a solid, trusted reputation.

 

This is known as a “false positive”.

 

This seldom occurs with Accordance, but like any other app that can accidentally be “flagged”, it’s possible it could happen if a security software utility becomes overly “aggressive”. This could prevent the user from being able to launch and use Accordance successfully.

 

In the event you encounter such an issue, first of all, don’t panic (your Accordance installation is likely not infected by a security risk).

 

Second, upload your Accordance app or Accordance Installer to VirusTotal.com. If VirusTotal.com shows the "false positive," post screenshots and URL’s of the VirusTotal.com reports here. Also include screenshots of your other security software showing the “false positive”.

 

Our teams will investigate the issue and work with security software vendors to get those corrected. One of our team members also works part-time for a cybersecurity company.