Most crashes and freezes are fixed by updating EverWeb or restarting your computer. Work through the steps below in order, and test after each one. If EverWeb still has the problem, send us the details listed at the end.
Which problem do you have?
| What happens | Start with |
|---|---|
| EverWeb quits by itself, or a window asks you to send an error report | Steps 1 to 3, and I got a message saying an error has occurred and to send the report to you, what does this mean? |
| EverWeb stops responding, with the spinning wheel on a Mac or "Not Responding" on Windows | If EverWeb freezes, below |
| EverWeb won't open on a Mac, or says it's damaged | EverWeb won't open: it says it's damaged, incomplete or from an unidentified developer |
| EverWeb keeps running, but something looks or behaves oddly | Steps 1, 4 and 5 |
Steps to try
- Update to the latest version. We may already have fixed the problem. Quit EverWeb, then download it from the EverWeb download page. It's the right page for existing customers too, and you don't need a new license. On a Mac, drag EverWeb to your Applications folder and choose Replace. On Windows, run the installer. Your projects aren't deleted. With EverWeb Standalone, a newer version publishes only while your Updates & Support plan is active: see I bought EverWeb once. Why am I asked to renew, and what happens if I don't?
- Check your computer can run it. See EverWeb system requirements: which Mac and Windows computers does it run on? After a macOS or Windows update, an older copy of EverWeb can stop working properly until you install the latest version.
- Restart your computer. Also make sure it has free disk space, since EverWeb needs room to save your project, its backups and the files it publishes.
- Clear EverWeb's saved preview and publishing files. This doesn't change your project.
- Open EverWeb, but don't open a project yet.
- Go to EverWeb > Settings on a Mac, or Edit > Options on Windows, then the Backup tab, and click Manage Cache Files.
- On the Preview Cache tab, select your project and click Move To Trash. Do the same on the Publish Cache tab.
- Open your project. The next time you publish, use File > Publish Entire Site.
- Test with a new project. Choose File > New Website, add some text and a picture, and click Preview. If the new project works normally, the problem is in your project, not in EverWeb. You can go back to an earlier backup: choose File > Projects Window..., click the circle with 3 dots next to your website (Windows: the arrow) and choose Restore from backup.... A backup doesn't include changes made after it, and your current project moves to the Trash (Windows: Recycle Bin), so don't empty it until you're happy. See How Can I Backup my EverWeb Project File? If no backup helps, contact us: we may ask for a copy of your project file.
- Reset EverWeb's settings (Mac). Quit EverWeb and move its settings file, called com.ragesw.everweb.xml, to your Desktop. Don't delete it, so you can put it back. The EverWeb folder it may be in also holds your projects, so move only this one file.
- In the Finder, choose Go > Go to Folder..., type ~/Library/Preferences and press Return. If the file isn't there, go to ~/Library/Application Support/EverWeb instead.
- On Windows, contact us before you reset anything and we'll help you.
- Open EverWeb again. It starts with its normal settings, so you'll need to sign in again and set any options you'd changed. Your projects and backups aren't stored in this file.
- Check for something else interfering. On a Mac, start up in safe mode, which turns off extras that other apps add, and try EverWeb there. If it works in safe mode, something else on your Mac is causing it. On Windows, check whether your antivirus or security app is blocking or scanning EverWeb, and allow it.
If EverWeb freezes
- Give it a few minutes first. Opening a large project, publishing or importing many pictures can take a while, and EverWeb may look stuck while it works.
- Force it to quit if it doesn't recover. On a Mac, press Option-Command-Esc, choose EverWeb and click Force Quit. On Windows, press Ctrl+Shift+Esc to open Task Manager, select EverWeb and click End task. Anything you hadn't saved may be lost, so save often with File > Save.
- Note what you were doing. If it freezes at the same step each time, tell us that step. It helps us find the cause much faster.
Still happening? Contact us
Open a support ticket and include:
- The version and build number shown under the Welcome to EverWeb title in the Projects window
- Whether you use a Mac or Windows, and which system version
- What you were doing when it happened, and how to make it happen again
- Whether it also happens in a new project (step 5)
- The crash report: if EverWeb offers to send one, please send it. If your Mac shows "EverWeb quit unexpectedly", click Report... and copy the text into your ticket.