Installation: Programs are missing or cannot be launched after installation

Description

After installing or updating ACD/Labs software, a user may experience one or more of the following:

• Some expected products do not appear in the ACD/Labs menu.

• A licensing error appears when opening a particular program, even though other ACD/Labs programs work.

These symptoms do not necessarily have the same cause. Troubleshooting should distinguish between a product that was not installed, a product that is not assigned to the user or computer, and an installed product that cannot start.

Solution

Scenario 1: Some expected products do not appear in the ACD/Labs menu after installation.

Cause: This typically happens when:

1. The incorrect installer was used.
2. The incorrect or partial registration keys were entered.

How to Fix: 

1. Ensure the installer is correct (it contains the products you are trying to activate).
2. Re-run the installer (SETUP.EXE).
3. Select Broadcast Mode.
4. Enter all provided registration keys for the package.

Scenario 2: You see the correct products in the installation folder, but you receive an error when trying to open some of them.

Cause: This typically happens when:

1. The installer was run in "License Server Mode" correctly, but the assignments to certain products are missing.
2. If the user cannot launch any program, receiving the same or slightly different licensing error, the License Server status needs to be checked (via SMC) and show Started.

How to Fix: 

Actions for the License Server administrator:

1. Ensure the status of the License Server itself in the Server Manager Console (SMC) is Started. If not, Stop and Start the License Server.
2. Ensure that the proper products were assigned to the user in the Configuration window, Restrictions tab.  Make necessary changes and click Apply and then OK to close the window.
3. Test the software on the user's computer.
4. Restart the License Server if needed.

Scenario 3: Some products are completely missing in the installation folder. The software is installed in License Server mode (LSM). 

Cause: This typically happens when:

1. The installer was run in "License Server Mode" correctly, but the assignments to certain products were missing before the installation process. 

How to Fix: 

1. Contact your License Server administrator (usually IT) to ensure that the proper (new) products are assigned to the user/seat within Configuration window. Apply changes.
2. On the end user computer Re-run the installer (SETUP.EXE).
3. Select License Server Mode.
4. Enter the proper IP address and port number of the License Server.
5. Point the new installation to the existing Directory and Start menu folder so the components are added to the existing installed package. 
6. Complete installation and test the software.