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 company 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
For more information, see ACL for Windows activation log.
The following table contains troubleshooting information related to activation.
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. |
Note For more information, see Connecting to HighBond over a proxy server. |
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:
|
|
ACL for Windows activation log
The ACL for Windows activation log may help you, or your IT department, troubleshoot an activation issue that is preventing you from using Analytics.
Location
The activation log is located in the AppData folder on your computer:
C:\Users\user_account_name\AppData\Local\ACL\activation.log
Open the activation log in a text editor and scroll to the bottom of the log to see the most recent information.
Activation log settings
By default, the activation log is set to record only a minimal amount of information. In order to troubleshoot effectively, you may need to set the activation log to record a greater amount of information.
Activation log setting | Location to set log | Details |
---|---|---|
0 | Windows Registry |
Turns off all logging Setting persists until manually changed |
1 | Windows Registry |
Minimal logging (default) Setting persists until manually changed |
start aclwin.exe /debugactivation | Windows command prompt |
More detailed logging Setting persists for current Analytics session only |
2 | Windows Registry |
Full logging, including all Analytics network traffic Setting persists until manually changed |
Change activation log setting in the Windows Registry
Use the Windows Registry Editor to specify an activation log setting that persists until manually changed.
Note
You must have Administrator rights on the computer to make this change.
- Open the Registry Editor.
There are different methods for opening the Registry Editor. This method should work for your version of Windows:
In the C:\windows\system32 sub-folder in Windows Explorer, right-click regedt32.exe and select Run as administrator.
- Navigate to: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\ACL Software
- Double-click LogSubscription.
- In the Value data field, enter an activity log setting (0, 1, or 2) and click OK.
- Exit the Registry Editor.
The next time you use Analytics, the activation log uses the setting you specified.
Change activation log setting using the Windows command prompt
Use the Windows command prompt to specify more detailed logging for the duration of an Analytics session.
Note
You must have Administrator rights on the computer to make this change.
-
Open the Windows command prompt as an administrator.
There are different methods for opening the command prompt as an administrator depending on your version of Windows.
This method works for all versions of Windows:
In the C:\windows\system32 sub-folder in Windows Explorer, right-click cmd.exe and select Run as administrator.
- Type the following command syntax and press Enter: start aclwin.exe /debugactivation
Analytics opens and for the duration of the session the activation log uses the setting you specified.