Troubleshooting installation and activation

If you are unable to install ACL for Windows, or activate the software once you have installed it, the troubleshooting information in this section may provide a solution.

Note

Please review the information here before contacting Support.

Installation troubleshooting

There are a variety of issues that may prevent installation of ACL for Windows. The issues typically fall into one of three categories:

  • Administrator rights You do not have Administrator rights to your computer, which prevents the installation of the software.

  • IT approval Your organization prevents the installation of new software, or new versions of existing software, until the software has been approved by your IT department.

  • Technical requirements Your computer does not meet the software or hardware requirements necessary to install ACL for Windows.

    For more information, see ACL for Windows system requirements.

In any of the situations above, you will probably need to work with your IT department to resolve the problem.

Activation troubleshooting

There are a variety of issues that may prevent activation of ACL for Windows. You cannot use the software without activating it. The issues typically fall into one of two categories:

  • Connecting or signing in You cannot connect to, or sign in to, Launchpad.

    Activating ACL for Windows requires that you sign in to Launchpad (www.highbond.com), Galvanize’s cloud-based portal for managing your access to Galvanize products and services.

  • Licensing You can sign in to Launchpad, but you cannot acquire an ACL for Windows license.

Note

ACL for Windows creates an activation log that may be helpful when troubleshooting activation issues:

C:\Users\user_account_name\AppData\Local\ACL\activation.log

The table below contains activation troubleshooting information.

Problem

Possible solutions

The ACL for Windows sign-in dialog box does not contain the sign-in fields and displays an error message.

OR

When you enter your sign-in credentials in the ACL for Windows sign-in dialog box no error message is displayed and you cannot activate the software, or the message “activation error occurred” is displayed.

  • Make sure that your computer is connected to the Internet.

  • If your computer is behind a firewall, or connects to the Internet through a proxy server, your IT department may need to add the Analytics (ACLWin.exe) and Internet Explorer executables to the list of applications allowed to access the Internet.

    Analytics needs to access Launchpad (*.highbond.com) using port 443.

    Note that Analytics is only compatible with proxy servers and firewalls that provide silent authentication. If your organization’s proxy server or firewall prompts you to authenticate outgoing connections, activating Analytics may fail.

  • If your proxy server allows session connections, try opening a browser and connecting to www.highbond.com before starting the activation process.

Note

For more information, see Connecting to HighBond over a proxy server.

The content in the ACL for Windows sign-in dialog box does not display correctly (for example, the content is too large for the dialog box), or a pop-up window indicates a script error.

  • This issue can occur if the level of Internet Explorer security settings is increased.

    To avoid this issue, you can add https://*.highbond.com to your list of trusted sites in the Internet Explorer settings. Alternatively, you can restore the default security settings in Internet Explorer.

When you enter your sign-in credentials in the ACL for Windows sign-in dialog box one of the following messages is displayed:

  • “Invalid credentials”

  • “You do not belong to an organization”

  • “Your subscription has expired”

  1. Open a supported browser on your computer (IE 9+, Chrome, Firefox, or Safari) and navigate to Launchpad (www.highbond.com).

  2. Sign in using your Launchpad credentials.

    If signing in fails, it could be for one of the following reasons:

    • Your credentials are invalid.

      Confirm that you are using the correct e-mail domain. You should be using your organization’s e-mail domain (for example, my_organization.com), not a domain such as gmail.com or hotmail.com. If you have forgotten your password, use the Reset password option.

    • You do not have a Launchpad account.

      Contact your organization’s and have that person create your user account, or contact Support.

  3. If you are able to sign in to Launchpad, click Options > Organization at the top-right corner of the window.

    • Review the entries under Ordered Subscription Types to ensure your organization has purchased an ACL for Windows subscription.

      You should see ACL for Windows in this list, with a number indicating how many licenses your organization has purchased, and how many are currently assigned.

      For example: 5/8

      If all licenses are currently assigned, your organization’s should be able to sign in to Launchpad to see who the licenses are assigned to, and whether a license can be released for you to use.

      If you don’t see an ACL for Windows subscription entry it means your organization has not purchased ACL for Windows, or the order has not yet been processed. For further assistance, contact your organization’s , your Galvanize account representative, or Support.

  4. If you continue to have issues, take a screen capture of the entries in the following locations in your computer’s registry, and contact Support:
    • If you use 32-bit Windows:

      HKEY_LOCAL_MACHINE\SOFTWARE\ACL Software

    • If you use 64-bit Windows:

      HKEY_LOCAL_MACHINE\SOFTWARE\WoW6432Node\ACL Software

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