Troubleshooting

Installation#

Windows shows “unknown publisher”#

Until the installer is signed with the final certificate, SmartScreen warns on first run. If you downloaded the file from the Neo customer area, choose More info › Run anyway.

macOS Gatekeeper blocks the app#

Open System Settings › Privacy & Security and choose Open Anyway.

NeoMath is not the default program for .eps files#

Windows does not let a program make itself the default for a type that already has an owner. Use Windows Settings › Default apps, which the installer opens already on the product, or right-click an EPS and choose Open with.

License and updates#

“Invalid license key: the update was not downloaded”#

The server did not recognize the key. Check that it was pasted completely, with no spaces, that the license is active and that it covers the product. The app keeps working; only the update stops. See Activate your license.

The update does not show on Linux or macOS#

On those systems the app only warns in the footer that a new version exists; install the new .deb or .dmg manually.

Equations and files#

The file opens, but without the original fonts and sizes#

If the file was changed by another program, NeoMath may open the equation without the original style. Redo the file from the original or apply the style again.

Batch style ignored files#

The report gives the reason for each one: sem_dados (PNG or SVG without NeoMath data), de_terceiros (EPS from another program), somente_leitura or mudou_durante_a_execucao. Nothing is changed silently. See Batch style.

A style font does not exist on the computer#

NeoMath uses the installed font and falls back to the bundled fonts (Liberation and STIX Two Math). The preference accepts missing fonts, with a warning. Install the font for the drawing to come out as in the original.

The LaTeX construct is not supported#

NeoMath warns that it does not support the construct, and says which one (in the API, code 422). Rewrite it with the equivalent command from the list of Supported LaTeX commands.

Word#

The PNG does not reopen with complete data#

A PNG inserted in Word may lose its style when reopened. Prefer SVG image or Word equation.

The send shortcuts do not work#

They require Word open, on Windows. Check in the shortcut profile that Ctrl+Enter, Ctrl+Shift+Enter and Ctrl+Shift+W were not turned off in atalhos.json.

The add-in does not recover the equation code#

That requires Word with the WordApi 1.4 API. Without it, the panel reads the equation from the OMML and loses macros and \ce{}.

InDesign#

“Document not saved”#

Save the document before inserting equations.

It does not connect to NeoMath#

Keep the local API on (NeoMath --servidor, or the installer option) and use Read from servidor.json in the panel. If the port changed, check it in servidor.json. See Adobe InDesign.

InDesign does not write the files#

Check that you have write permission on the chosen folder. The message shows the path tried.

Shortcuts and OCR#

Ctrl+Shift+A opens the browser’s tab search#

That happens in the browser. In the app, the OCR shortcut is registered with the system (Windows) and works with any program in front. If another program already uses the combination, the status bar warns; change the shortcut.

My custom shortcut does not work#

atalhos.json is read once per run. Reopen the app. Invalid combinations, unknown actions and conflicts are ignored, and warnings show in the shortcut help window. Remember that a NeoScript shortcut never fires on a combination the profile already uses.

OCR does not recognize the equation well#

Select only the equation, with a small margin, at good resolution. See NeoCR to change provider.

Local API and MCP#

Response	Cause	What to do
401	no token or wrong token	read the token from servidor.json and send it in Authorization: Bearer
403	browser origin not authorized or folder outside the root	pass --origem URL or adjust --raiz
413	body larger than 16 MB	split the request (64 MB only in /v1/lote-zip)
421	Host different from 127.0.0.1 or localhost	use one of those addresses
422	unsupported construct or image without an equation	see the error message
501	route that only exists in the app	use NeoMath --servidor

reading outside the allowed folders is blocked (MCP)#

The path is outside NEOMATH_MCP_ROOTS. Add the folder to the MCP client’s variable (separated by ; on Windows and : elsewhere).

MCP refuses to overwrite#

For safety, nothing is overwritten without overwrite: true; a batch skips files that already exist.

NeoScript#

“no permission”#

The folder is not allowed for the script. In Permissions, allow the folder (read-only or read and write). On the command line, use --permitir.

The script does not finish#

Stop interrupts the script even in an infinite loop. Exceeding the time limit also ends it, and that cannot be worked around with try/catch.

import, fetch or require do not exist#

The script is isolated on purpose. Use the functions of the neo object and, for external data, neo.arquivo.ler.

Still need help?#

Talk to our team and tell us the product version, the operating system and the exact message you see.