Specific system, network and security settings may prevent Gensolve Practice Manager from installing correctly. Specific third-party software applications may also prevent Gensolve Practice Manager from installing correctly. This topic details issues and workarounds that have been identified.

The Latest Windows Updates and Security Patches are Missing

Errors may be caused if the system does not have the latest Windows Updates and security patches. To fix this problem, perform the following:

With Windows Vista, 7 & 8

Use the Start button to check for updates: Click Start > All Programs > Windows Update to check for, and install, any Windows Updates and security patches required.

With Windows 10

Use the  button by selecting it on your keyboard, at the same time as selecting the I letter or key > Update and Security > Windows Update > Check for updates to download and install any Windows Updates and security patches required.  

The .NET Framework Is Missing

To fix this problem, go to the following link: Microsoft .NET Framework; click the red Download button to install the Microsoft .NET Framework Version Package before installing Gensolve Practice Manager.

The Install Program Cannot be Saved

This may be caused by system and browser settings. To fix this problem, perform the following:

1. Use an alternative browser (if your computer has both Microsoft Edge and Mozilla Firefox installed).
2. Check the web page after clicking the download link - there may be an option displayed to allow the download. This is often near the top of the window.
3. Check the settings in Windows Security Centre and any third-party firewall software that is active. If necessary disable the firewall and download the install program.

Important:  Re-enable the firewall once the Gensolve Practice Manager install is complete.

- Check that your computer does not have a download manager running. If a download manager is running, disable it and reload the page before starting the install process.

- Adjust your browser's security settings and add www.gensolve.com to the list of trusted sites. To do this:

1. In Microsoft Edge click on   on the upper right side > Settings. Select A specific page or pages in the Open Microsoft Edge with field. Then enter www.gensolve.com > Save
2. In Mozilla Firefox click Tools > Options, then select the Security tab.

This issue may also be caused by network security settings and restrictions. If the problem persists, contact technical support at your place of work.

The Install Program Does Not Run When Launched

This may be caused by:

1. Your browser's security settings.
   To fix this problem, try using an alternative browser (if your computer has both Microsoft Edge and Mozilla Firefox installed).
2. Lack of local administrator permissions on the PC where you are installing Gensolve Practice Manager.
   To fix this problem, log in with an account that has local administrator permissions.

The Install Process Generates an Error

If the install process generates an error, a message box is displayed stating an error occurred installing the application.

If you cannot resolve the issue, please contact the Gensolve Support Desk by email support@gensolve.com and provide details of the error.

You can take a screenshot of the error and log file.

Tip

 If the install process generates errors, you may be asked to send Gensolve the log file which details the errors.

To locate the log file:

- In the error pop-up, click the Details button. The details area states "See the set up log file located at..." and displays the path of the install log file.

- Navigate to the location specified in the details area and locate the log file.