OS X Startup Failure After Updating to Sierra 10.12 - Desktop

ROES Support Knowledgebase

macOS Sierra ROES Launch Failure Caused by Font Issues

Use this article when ROES fails to launch on a Mac updated to macOS 10.12 Sierra and the roeslog shows MacFont-related null pointer errors.

Product: ROES Client Category: Launch / macOS Fonts Audience: Customer / Support Article ID: 26

Common symptom

ROES appears to start normally, shows progress such as Downloading Catalog or Reading Catalog, then hangs or shows a ROES Quit Unexpectedly error.

When This Applies

This issue can occur on Mac systems that were updated to macOS 10.12 Sierra from an earlier macOS version and had previously run ROES.

It can affect launches from either the native ROES install or launch.jnlp.

Check the roeslog File

Check the roeslog file in the hidden lab folder for the affected ROES launch.

Use Finder and choose Go > Go to Folder, then enter the hidden lab folder path, such as:

~/.labname

If the issue is font-related, the roeslog may show null pointer exceptions related to MacFont, similar to:

java.lang.NullPointerException at com.sun.javafx.font.MacFontFinder.populateFontFileNameMap(MacFontFinder.java:99) at com.sun.javafx.font.PrismFontFactory.getFullNameToFileMap(PrismFontFactory.java:1740) at com.sun.javafx.font.PrismFontFactory.getFontFamilyNames(PrismFontFactory.java:1279) at com.sun.javafx.webkit.prism.WCFontImpl.getFont(WCFontImpl.java:63) at com.sun.javafx.webkit.prism.PrismGraphicsManager.getWCFont(PrismGraphicsManager.java:83) at com.sun.webkit.network.URLLoader.twkDidFinishLoading(Native Method)

Fix the Mac Font Issue

Open Font Book

Open the Mac Font Book application.

Validate fonts

Run a font validation in Font Book. This may find bad fonts or duplicate fonts that need to be fixed, removed, or disabled.

Apple’s font validation process is referenced here:
Validate fonts in Font Book

Restore standard fonts

The best fix is likely to run Restore Standard Fonts in Font Book.

Relaunch ROES

After fixing or restoring fonts, relaunch ROES and confirm it proceeds past catalog loading.

Important Note

If the roeslog does not show the MacFont-related null pointer errors, this article may not match the launch failure. Continue troubleshooting with the exact error shown in the roeslog.

Expected Result

After bad or duplicate fonts are corrected, disabled, removed, or standard fonts are restored, ROES should launch normally instead of hanging or quitting unexpectedly during startup.

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Helpful Link

Validate fonts in Font Book

Escalation Notes

Confirm the Mac was updated to macOS 10.12 Sierra from an earlier version.
Confirm ROES previously ran on the same Mac before the update.
Review the roeslog for MacFontFinder, PrismFontFactory, or related JavaFX font exceptions.
If font validation and Restore Standard Fonts do not resolve the issue, collect the full roeslog for support review.

Suggested keywords: macOS Sierra, ROES Quit Unexpectedly, launch.jnlp, roeslog, MacFontFinder, PrismFontFactory, JavaFX font, Font Book, Restore Standard Fonts, null pointer exception

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