Software Stopped Working

Hi Daniel, We are terribly sorry to hear that you are having issues using the software. Unfortunately both our phone lines and our mail server are down this week, because our offices are moving to North Carolina. Normally this forum post would be sent to your email, but that is also disabled do to the transition. We deeply apologize about this. Permissions may certainly be a problem. You will need to have FULL READ/WRITE EXECUTABLE permissions to the C:>Users>Username>App Data>Local Folder and to the Appliance. (Please let us know if you are an XP user as the pathway for XP will be different). There are a couple of things we can try. If your boss was able to install and it didn't look like there were any issues, you may be able to have them log back in and see if the process works for them. This will indicate that the issue lies in the permissions differences between your accounts. Another alternative is to see if the issue persists when you are booted into safemode. Another consideration is that the software is not tested to work with Mac systems so if you are using a Mac there may be issues with this. The problem with Mac computers is that they don't assign drive letters like windows systems and the software requires a designated drive letter for the appliance to function. Thank you for the detailed error message, but if the problem persists if you could give us a better idea of where/when the error message occurs we might be able to help further. For instance, does it happen as soon as you open the software? Were both you and your boss asked to register? Does it break during the model building process, or the Scenario analysis? Or perhaps in trying to run an update? Any additional details you could provide would certainly help, as might your guid information found in the Help>About menu, if the software will open for you and isn't throwing the error prior to your being able to access the Help menu. Please let us know if we can help further.

Hi, I'm sorry for not replying sooner, I was relying on the email alert, but I can understand the hassle of moving so no worries. I'm using a Windows 7 computer. I will attempt to run it in safe mode and let you know. I can't install it again just yet since we contract with an IT support specialist and I want to try and figure this issue out a little more before we contact him. As for my boss installing it, he has it installed on my computer and has used it long ago on his (but it is no longer installed on his). I will try to have him install it on his computer, at the end of the day, since he has read/write privileges and we can then ascertain whether that's the issue. The little green instructions paper that came with the appliance mentions having an internet connection so that a registration prompt does not come up, and it never has. However, I have been unable to even reach a login screen for the software as it always closes before such a point. I'm also wondering how I can check to see the number of user installs left. My boss believes he purchased it for one user only and since he's used it once, it's possible that that is the reason for the problem now. If that is the case, how do we go about recovering his login information?

Hello, You will definitely need to have FULL READ/WRITE EXECUTABLE permissions to the appliance and the following folder: C: > Users > Username > App Data > Local. Please let us know if you still have problems once you've been given these permissions.

Alright, so I've made some progress. We were unable to get to the boot screen to select safe mode, or try it on my boss's computer, but I was given read/write permissions. The software, even after re-installation, did not want to start, but I managed to force an update that was on the appliance to install. From there, it took a few more tries to open the appliance. It asked if I wanted to move the files onto my computer's drive, so the appliance would no longer be needed, and I selected yes. This then prompted for another update (after reopening the program), but I can't at present remember what the update was. I am now able to start the program and begin a new model. However, when I try to access the data files located on the appliance I get the following message: "The file is not registered for this appliance". I saw another forum thread where users called in, so I will try to do so today, unless you can possibly provide further assistance here.

Update: Please close this post as the issue has been cleared up after calling in.

Done.