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G-Wizard Troubleshooting FAQ Use this page for help troubleshooting the installation and activation of the G-Wizard products.
Make sure you're properly registered or the software won't work! Our registration process is the same one used by most every Internet product: 1. Fill out the registration form with your name and email. 2. Receive a return email with an opt-in link that has to be clicked to confirm that the email you gave is a real email account. 3. Once you click the opt-in, and after a period of time, your account is activated. The activation wait for G-Wizard can be as long as 12 hours, but typically it is 3 or 4. Please be patient! There's nothing else to it than that. The process is identical to what companies like Google, Facebook, Microsoft, Twitter and all the rest have used for years. In addition, most machinist's online forums, CNCZone, Practical Machinist, and the rest, use exactly the same approach too. Where this can go off the tracks is: - You didn't get the return email after filling out the registration form. It could be lodged in your spam filter. Note that you'll get a fresh new email after each registration and they come within a matter of a couple of minutes. - You didn't return email, you ignored the link in the email that has to be clicked, or the instructions didn't make sense. Sorry about that! But you will get an email from us and it will only be this "opt-in" email. Find the link in it and click it. - You expected to click the link and immediately begin using G-Wizard. Sorry about that, there is a delay as mentioned. Please be patient. Also, exit G-Wizard because it will only check with our servers when it first comes up. Sometimes the registration completes, but because G-Wizard is still up, it doesn't have the up to the minute news. Last thought: if you've done all this and G-Wizard still complains you're not registered, trying logging off and retyping your email address. Often there will be a simple typo. You need the exact same address you used to register.
Where is the Installation Page so I can reinstall my software or get the latest update? G-Wizard Calculator Install Page
How do I get Help? 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.
What are the System Requirements for G-Wizard? The G-Wizard products run on Windows and Machintosh systems as Adobe AIR applications. As such, the Adobe AIR System Requirements are applicable. G-Wizard Calculator is very lightweight, and it doesn't take much of a machine to run it. G-Wizard Editor includes a lot of graphics to support the Toolpath Simulation, so more powerful systems will run faster. Your machine will need an Internet connection to install G-Wizard, and then it needs to connect once every 2 weeks. In between the 2 week check-in intervals, no Internet connection is needed.
I can only access G-Wizard's Calculator page. What gives? This is what G-Wizard does when it doesn't think you're authorized to use it. There's a box that comes up early you may have dismissed that gives more details. Check the entry directly above called, "I logged in, so why does G-Wizard tell me I'm not authorized?" for more information on what to do.
What is this "Opt-in?" All of our mailing lists, beta programs, trial offers, and registrations require what's called an "opt-in". The purpose of the opt-in is to protect you from spam. The powers that be in the anti-spam world have determined that you should need to confirm you really meant to be on those lists before we can start working with you. It seems like an extra step, I know, but we all hate spam and so it is worth it to keep the anti-spam guys happy. In addition, it gives us a way to verify that your email is live and that there isn't a typo in it. Essentially, opt-in means you get an email back from us each time you register. Despite best efforts, sometimes they still get lost in spam filters, hence you can always get another one by registering again. Inside the email will be a link you click on to activate the registration. Our registration server doesn't start the registration processing until you've clicked Opt-in because it doesn't know whether it has a valid email until then. Therefore, the sooner you click the link, the sooner the server can get busy. Your account will be active sometime after you've opted-in. We're working to make that time shorter, but at the moment, it can time a few hours. At the least, expect it happens once in the morning and once in the evening, so you'll be waiting for the next registration cycle. Some people ask why we follow this method. In addition to pleasing the anti-spam cops and verifying your email, you'll notice its how pretty much all the online services you use work. They all want you to click a confirmation link before activation.
The Installer keeps saying, "No Internet Connection." Try a different browser. This has usually been reported for IE users. Chrome is better, but Firefox is the most universally successful. If you don't have another browser installed, follow the instructions right below about bypassing the browser (very next item, "I can't install because I can't even see the Install button!"). I can't install because I can't even see the Install button! This can be an issue with popup blockers, security software, or bad version/install of Flash or AIR. Bypass the browser to take that variable off the table. To do so, either download the EXE link if it is available (PC only, G-Wizard Calculator only, sorry), or scroll down on this page to where it says, "Downloading the AIR file directly."
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.
I Purchased G-Wizard, but you didn't send me a license key. How do I activate my purchase? There is no purchase activation required and no license key is needed. G-Wizard subscriptions are automatically activated by the server after you make your purchase. Authorization can take a few hours.
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 (Calculator Install, Editor Install), 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. Here is the Flash Player download page. 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. I get a message, "the installer file is damaged" This is telling you that the install program that runs in your browser has hit some unknown problem. Isn't it great that Adobe chooses to deflect that onto the application creator by saying the file is damaged? While that may be the problem, it usually isn't. The install failure can come from a lot of sources having to do with which browser you run, which version of the browser, the exact settings of your browser, or your firewall and antivirus software and settings. Figuring out exactly where all of that went wrong is a pain, so the easier answer is often just to sidestep it entirely and download the AIR file directly as described below under "When all else fails..." Ironically, Adobe even gets this problem with their own software. You can follow some of recommendations of Adobe and other software vendors for how to fix it: - When help fails for this reason on Creative Suite, here is the answer. Boils down to uninstall Help, get the latest Flash/AIR, but there is some magic in deleting a directory entry. - Sparkbooth says it is a permissions or access issue, and recommend downloading the AIR file directly as I have suggested. - Balsamiq has the same advice to directly download the AIR file. As I say, downloading the AIR file cuts through a lot of BS. Follow the directions below--no need to reinstall AIR and all that, just scroll down to where it tells how to download the file. Special Note for Mac Users: If you have G-Wizard running, but get this problem trying to upgrade, uninstall your current G-Wizard first. I Need to Install a New Adobe AIR But I Can't Uninstall the Older Version This annoying problem has come up a couple of times. Here's are the things that have worked to get folks unstuck: - This guy couldn't uninstall or install, but found a trick: http://blog.underplot.com/blog/10/ - This thread tried that guy's same trick, but when it failed ran the Windows Install Clean-up: http://forums.adobe.com/thread/427487 - Same advice here plus directions for how to capture the installer log: http://forums.adobe.com/message/3294423 - After trying the above three things with no success, one customer rebooted and suddenly all was well. There's a reason Customer Service peeps like to ask you to reboot a lot! 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:
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. Make sure your Flash Player is up to date here is the download page for Flash. And BTW, much to my surprise and consternation, you can install AIR without installing Flash. Shame on Adobe for not automating that. 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. Closely related to being an Administrator is your UAC setting on Windows Vista and Windows 7. Adobe has this advice:
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 (Calculator Install, Editor Install), and try again. Downloading the AIR file directly Next on the troubleshooting plan is to download the GWizard.air file directly to your system and double click it. Just download it to your desktop or a scratch folder as you can delete it after install. GW Calculator users will find their AIR file from this link. GW Editor users will find their AIR file from this link. To download, right click the link and select the appropriate Save command from the menu. Some report that it works better to save it to c:\Program Files\Adobe\, but I usually just download to the desktop or a scratch folder and it's fine. Adobe reports this works well for a lot of people, and I've certainly had it save some G-Wizard customers! Lastly, here is Adobe's AIR Troubleshooting page with their specific hints for each machine type. If that all fails, let me know. I'm sure I can think of something else. Sorry for the inconvenience! Extracting a Log File from the AIR Application Adobe tells how on this page. For Windows, it works like this:
How do I get Updates for G-Wizard Software? Why doesn’t my software upgrade itself or tell me when an upgrade is ready? First, the software will tell you when an upgrade is ready, but it won’t automatically upgrade you because we want you to be in control of upgrades as much as possible. Here is the flow of upgrade notification: 1. A new upgrade becomes available in the labs and is uploaded to our web site. As you can see, the emphasis is on caution with new releases. By releasing gradually over time, we get early warning of problems without exposing the entire installed base to the problems at once. This means you have choice over when to upgrade. If you’re always eager to have the latest releases as soon as they are available, keep an eye on the User’s Club. They’re announced there immediately. If you’re in no great hurry and only want to see releases after they’ve had a chance to stabilize, wait for the announcement to come on in your product. Eventually, we will automate your ability to select which style you prefer.
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