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GeneStudio™ and SeqVerter™ users are encouraged to contact us describing problems with the use of our software,
about identified bugs, and about functionality issues that they have noticed. In addition, we would like to know what other utilities you would like us to include in the GeneStudio suite. This page summarizes common problems and questions.
 Removing GeneStudio
Pro
GeneStudio Pro should be removed only by using the Control Panel/Add or Remove Programs applet. Please do not delete manually the GeneStudio
Pro installation folder and its content and please do not tamper with the Registry! You may get the "Restriction file moved" error message. If this happens, please
contact us.
Sequence fonts in GeneStudio
Pro
Fonts used to display sequence should be well-readable and should allow good visual
discrimination between "C" and "G". Evidently, sequence fonts need to be monospaced (or fixed-width) and not proportional. The best font is Fixedsys; however,
please note that this font is only a
screen raster font and will print as Courier. Fixedsys is only available in one size: 9 points on displays set to "Small fonts"
(96 dpi) and 11 points on displays set to "large fonts" (120 dpi). The best alternative to Fixedsys is the Andale Mono font,
that used to be available free from Microsoft at: http://www.microsoft.com/typography/
GeneStudio Pro users need
to have write permission to the "Program Files\GeneStudio\Programs" folder
The licensing subsystem requires write permission to the "Program Files\GeneStudio\Programs" folder. If you use GeneStudio
Pro on Windows 2000, XP, or Windows Vista and if this folder is on a NTFS partition, the GeneStudio
Pro Installer sets these permissions for all users. However, if your computer is a member of a domain, these settings may be overwritten by your domain policy. If the license shows
unexpectedly that it is "expired or invalid",
or when you encounter unexpected errors, please ask your domain administrator to grant write permissions for you to the folder mentioned above.
Error messages indicating problems with Microsoft libraries
On some Windows/Internet Explorer combinations you may get an error message indicating a problem with missing Microsoft libraries or missing function calls. To fix this issue, please use the Windows Update button from the Start menu or Windows Update from the Tools menu in Internet Explorer
6.0 (or higher).
Click here to download the library update file directly from Microsoft. (Microsoft may change this link without notice!).
Error message: "Please Install the Windows Installer first."
GeneStudio
Pro Setup uses the Windows Installer (MSI), a Microsoft application
installation and management service. It is included with Windows 2000, and
XP. To verify whether you have Windows
Installer on your computer, go to Start/Search (or Find)/Files or Folders and search for msiexec.exe. If you do not have this
file, you do not have this service installed on your computer. You should download and install the Windows 2000, and XP version of MSI from
this link (Microsoft may change these links without notice!).
Loading text sequence files into GeneStudio
Pro and SeqVerter
Text, "flat", or "plain" sequence files cannot be loaded into GeneStudio
Pro and SeqVerter, because it is very difficult to verify such a "free" format and eliminate possible import errors. In other words, if you import plain text (unformatted) sequence data, the file will be opened, but no sequences will be imported. To avoid this problem, open the file with a text editor such as Notepad, and add a FASTA-style definition line. For example, if the sequence name was "myseq", add the line ">myseq" (without the quotes) as the first line of your file.
CLUSTAL W or TREE-PUZZLE quitting unexpectedly
This error may happen when your computer runs Windows XP and is a member of a
domain. If the TREE-PUZZLE error message indicates problems with the crtdll.dll library (Microsoft's C Run Time Library), please contact us for
information on how to fix this problem.
Time-synchronization utilities or
services may corrupt the license
Please check, whether your computer has a time-synchronization utility
installed, e.g. TARDIS
or other software listed
here. If yes, please uninstall or set this software (or service) not
to run automatically. In Windows 2000/XP you should right-click on My
Computer, select Manage and navigate to Services and Applications and expand
Services. Please make sure that Windows Time and any other time synchronization service is disabled or set to start
manually.
Installer (SETUPEX) error on
Windows 2000 SP4
At the end of the installation of GeneStudio Pro you may get an error message that
"The process cannot access a file because it is being used by another
process." If this happens, please contact us.
License
-5, -15, and -22 errors
This error messages usually indicate transient license errors. In most
cases, rebooting the computer or logout followed by a login will fix this
problem.
License
-24 error (Driver failed or busy)
In order to use GeneStudio Pro, the user needs to have full control of the Program
Files\GeneStudio\Programs folder and all its objects. On Windows 2000
it is easy to fix this problem by giving full permission to this folder and
all of its child objects to the Everyone group. On Windows XP, the
administrator first will need to uncheck the "Use simple file sharing
(Recommended)" checkbox in My Computer/Tools/Folder Options/View.
Next, the administrator needs to navigate to Program Files\GeneStudio,
right-click on the Programs folder, select Properties and then click on the
Security tab. If you do not know how to add the Everyone group and
give it full control over this folder and its child objects, please contact
GeneStudio's support.
Transferring
the license to a new computer
As most new computer are sold without a floppy disk drive, license may be also
transferred by using a USB flash drive (pen drive). Just remember to enter
the letter for this drive on the appropriate license transferring dialogs.
Windows
Vista compatibility of SeqVerter and GeneStudio Pro
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SeqVerter and GeneStudio Pro will run on Windows Vista. To
install these programs, please right-click on the installer (SVSetup.exe or
GSProSetup.exe) and select "Run as administrator".
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Please note that help files in both programs are in the older
*.hlp format. Please search
http://www.microsoft.com for more information on KB917607 to find
information on how to install an update file for Windows Vista to open *.hlp
files.
SeqVerter
and GeneStudio Pro updaters on Windows Vista
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