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G-Wizard User Guide
G-Wizard Troubleshooting
Try this page first, and if you're still having problems, head on over to the CNCCookbook User's Club!
The User's Club is our members only support forums. If you've never registered, just hit the Register button on the top right. Since the Club is only for customers, each registration has to be approved. Once inside, someone will be along shortly to help out.
I logged in, so why does G-Wizard tell me I'm not authorized?
Well, it's either because you're really not authorized, or because G-Wizard can't reach the Internet. Did you ask to be registered? Did you click the opt-in in the email we sent back? Did you get back a confirmation email telling you that you were registered? Are you using the same email you were registered under? Is it possible you have more than one email address and are using a different one than you used to register? Could you be mispelling or using the wrong CaSe?
Lastly, at the moment, the registration server can take up to 24 hours to complete the process. I need to fix that!
If all that is good, send me a note once again and I'll look into it.
I can't install because the installer says I have already installed!
Take a careful look at the message. If it says, "The same version of the application you opened already exists on this system," and there are "Uninstall" and "Run Now" buttons, it means you already have the latest version and don't need to install/re-install.
If you're sure you need to install/re-install, you need to uninstall before that will work follow the directions under, "How do I uninstall G-Wizard?"
It says there is another G-Wizard install already in progress!
Sometimes AIR gets confused. You'll have to bring up the Windows Control Panel and uninstall G-Wizard. Chances are if you see this message you'll even see G-Wizard installed twice. Be sure to zap both installations.
How do I uninstall G-Wizard?
You can either use the Control Panel in Windows to Add/Remove Software, or you can simply delete the G-Wizard directory from Program Files.
Alternatively, if you run the Installer on the Install Page, and you already have the latets version, the Installer will tell you, "The same version of the application you opened already exists on this system." It gives you the option to either "Uninstall" or "Run Now". Choose "Uninstall".
G-Wizard keeps its configuration information in separate files. You can delete them, or keep them if you're installing a new version and what it to pick up your old config information. They are located in:
C:\Documents and Settings\<YourNameOnTheComputer, e.g. "BobWarfield">\Application Data
Look for the GWizard directories. There may be more than one if you've ever had multiple versions installed at the same time, but this should be unlikely. The files are updated every time you load G-Wizard, so if you're in doubt about which one it is, load G-Wizard and go see which one has the latest time stamp.
Why does G-Wizard tell me I am unauthorized when I logoff?
G-Wiz doesn't mean anything by it. When you logoff, it simply means G-Wiz has quit remembering your logon (email) credentials. When you login the next time, you're right back to being authorized, assuming you should be. The easiest thing to do is just never to logoff. G-Wizard will remember your credentials from one session to the next.
I get a message, "AIR proxy swf won't load"
This is telling you that either your Flash player or AIR are not the latest versions. Be sure to update them. I like to keep auto-update on because these change pretty frequently. Often the changes involve security, so it's better to always be up to date.
Another cause is that your firewall may be blocking some access that AIR needs to install. Turn it down a bit until after you've installed and then try your old settings again.
When all else fails, how do I get G-Wizard to run?
When all else fails, there are a couple of things to try.
First, you need to uninstall Adobe AIR and G-Wizard and try again after rebooting. Use one of the methods described above to uninstall G-Wizard. To uninstall Adobe AIR, here are the steps:
To remove Adobe AIR on Windows, do the following:
Select Start > Settings > Control Panel.
Open the Add or Remove Programs panel.
Select Adobe AIR to remove the runtime.
Click the Change/Remove button.
To remove Adobe AIR on Mac OS, double-click the Adobe AIR Uninstaller (Adobe AIR Uninstaller.app)in your Applications/Utilities folder.
To remove Adobe AIR on Linux, click the Adobe AIR Uninstaller menu item under Applications > Accessories.
Next, try to reinstall. And yes, if it still won't come up, try to start after one more reboot.
If you still have a problem, it's time to see whether Adobe AIR is working properly. Go to the Adobe AIR application page, pick one of the free applications, and try to install it. I have tried the Avatar (movie) trailer app, for example:
http://www.avatarmovie.com/air/
If you can't run another Adobe AIR app, our problem is getting Adobe AIR properly installed on your machine. Try directly installing the latest from Adobe by going to the Adobe AIR Installer page.
Note that sometimes you can wind up with a corrupted AIR install on your machine, and that requires a little more care to get rid of. If the Adobe AIR install got interrupted in the middle, this is definitely something to be suspicious of. The trick is to use Microsoft's free "Windows Install Clean-Up" utility. Run that, find any entries for "Adobe AIR" and remove them. To download, visit http://support.microsoft.com/kb/290301, then scroll down till you see download link.
Another thing to note: during all this installing you need to be logged on with Administrator rights or the wrong things will happen. Most folks just run as Admin all the time, but some keep that separate on their machine.
Does the avatar app run now? If not, we're going to have to go to Adobe tech support to figure out why. Before you do that, try doing the Adobe AIR install using an alternate browser. Firefox is especially compatible with most things and is less finicky than Microsoft Internet Explorer.
In fact, I had one customer overcome their problem by simply trying the whole G-Wizard install (AIR + GWizard) in the Firefox browser instead of Internet Explorer. If you have Firefox installed, this is very easy to try. Just bring up Firefox, go to the Install Page, and try again.
Next on the troubleshooting plan is to find the GWizard.air file on your system (probably under program files, or you can download it directly from this link) and double click it. Adobe reports this works well for a lot of people, and I've certainly had it save some G-Wizard customer's!
If that all fails, let me know. I'm sure I can think of something else.
Sorry for the inconvenience!