Technical Support FAQs

For any enquiries or to speak with a support consultant, please call ARMS Reliability on +1 512 795 5291 (USA/Europe) +61 3 5255 5357 (Australia/NZ/Asia) or contact us


  1. What do I do when the Invalid Software License window opens?
     
  2. What do I do when the License Error window opens?
     
  3. What do I do when there is a message stating the application could not be installed?
     
  4. What do I do when the Unable to Load Translation window appears?
     
  5. What do I do when the License Limit Exceeded window opens?
     
  6. Is it safe to allow the Adobe AIR program to open when asked in the Internet Security window?
     
  7. I just received a dialog box notifying me that a new version of Adobe AIR is available. What does this mean?
     
  8. Is RealityCharting® compatible with Windows 7?
     
  9. How do I find my software license?
     
  10. How do I turn off the Adobe AIR update available message?
     
  11. What is the Export Control Classification Number (ECCN) for RealityCharting?
     
  12. How do I remove the list of files from the start-up window?
     
  13. Why am I unable to print one file and others work fine?

  1. What do I do when the Invalid Software License window opens?

    The invalid license window indicates the license you entered in the unlock window is invalid and will not work to open RealityCharting®.

    The demo key is sent in an email after completing the demo download form. Please check your email if you are looking for the demo key or contact us if you need further help.

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  2. What do I do when the License Error window opens?

    The License Error window indicates the license you entered in the unlock window is invalid and will not work to register RealityCharting®.

    It could be that a demo key is being entered in absence of a full license. This will continue to happen as the demo key is only used to unlock the software and allow a trial period of 30 days. The full license is provided with classroom training and is available for purchase with RealityCharting Coach™.

    Or it could be an issue with RealityCharting® currently allowing the entry of an "O" and "I" in the first unlock window when unfortunately these characters should have been defined as a "0" or "1". The registration window recognizes the mistake and denies the registration attempt. The key cannot be changed at this point and we can easily complete the registration process offline. Please give us a call at +61 3 5255 5357 and we'll be happy to help by providing an authorisation code after finishing the registration. You can also send us an email with your license, name, email and company and we'll perform the same task with a returning authorisation code that will satisfy the Register Offline option. And it should be noted that a fix is already in place for the next update - the entry of an O or I will automatically be converted to the 0 or 1 respectively.

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  3. What do I do when there is a message stating the application could not be installed?

    If your question refers to the Adobe AIR Application Install error window that opens with a message stating "Sorry, an error has occurred." when trying to install RealityCharting® this answer should be able to help. When this happens it's best to follow the manual installation steps which runs you through the Adobe AIR install separately. It's required to have Adobe AIR installed first and once that's successfully done RealityCharting should easily follow.

    Step 1. Install Adobe AIR (http://get.adobe.com/air/)

    Step 2. Download RealityChartingV6.0.air (http://www.realitycharting.com/downloads/RealityChartingV6.0.air)

    Step 3. Install RealityChartingV6.0 by double clicking RealityChartingV6.0.air file and following instructions.

    Step 4. When the software opens you'll be asked to unlock it by entering the demo key emailed to you after completing the download form or the license you received with training.

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  4. What do I do when the Unable to Load Translation window appears?

    What appears to be happening when the unable to load translation list window opens is that the language file is not getting included in the RealityCharting® installation. This is resolved when the Admin privileges are set before installing the software. Our recommendation is to uninstall and reinstall the software once you've made sure the admin rights are set.

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  5. What do I do when the License Limit Exceeded window opens?

    A limit exists to prevent misuse of the license and this limit exceeded window is only meant to direct you to contact us so we can verify the registration and reset the limit to allow this install and more as needed.

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  6. Is it safe to allow the Adobe AIR program to open when asked in the Internet Security window?

    Yes, choosing "Allow" in the Internet Security window is required for RealityCharting to be installed. This is a trusted application and Adobe Systems Incorporated is a trusted publisher. Please call us if you have any questions and we'll be glad to help.

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  7. I just received a dialog box notifying me that a new version of Adobe AIR is available. What does this mean?

    A newer version of Adobe AIR has been downloaded and is ready to be installed. Periodically, Adobe updates Adobe AIR with new features or fixes to minor problems. The Automatic Notification and Update feature allows Adobe to automatically notify you when an updated version of Adobe AIR is available so that you can install it right away.

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  8. Is RealityCharting compatible with Windows 7?

    Yes, RealityCharting version 4+ is compatible with the Windows 7 operating system. That applies to the both the 32-bit and 64-bit editions.

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  9. How do I find my software license?

    After registration you will be able to reference the version number, your license, and our support lines in the About RealityCharting window (opened from the RealityCharting menu in the upper left corner). If you received the software with classroom training the student manual will include your individual license. Once the software is registered the information will be stored in the user database and can be retrieved at any time by contacting us.

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  10. How do I turn off the Adobe AIR update available message?

    If you would like to disable the auto-update capability in Adobe AIR and only manually update the runtime when a new version is available, then you can use the Settings Manager application to disable automatic updates. Download and run the AIR Settings Manager application and use the toggle button to Enable or Disable auto-updates as desired.

    The AIR Settings Manager application is available for download at http://airdownload.adobe.com/air/applications/SettingsManager/SettingsManager.air.

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  11. What is the Export Control Classification Number (ECCN) for RealityCharting?

    The RealityCharting® software continues to qualify for the ECCN designation of EAR99.

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  12. How do I remove the list of files from the start-up window?

    You will need to delete the ".sol" file (Flash Local Shared Object File) found in a filename path similar to the following example for a Windows 7 machine. C:\Users\\AppData\Roaming\com.artifexbid.realityCharting5.7A418C49E883116A2812D8AC6EF294C12DD8C548.1\LocalStore\#SharedObjects\MainAIR.swf\AFXRealityChartingRecentFiles.sol Delete that file at the list of recently viewed files will disappear.

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  13. Why am I unable to print one file and others work fine?

    What may be causing this issue is the presence of a character like "<" or ">" at the start of a field in the problem definition window. If you remove this character from the beginning of the text you should be able to print the affected file. Additionally, this was resolved in the v4.1 update and upgrading to the latest version 5 will resolve this problem permanently.

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