Knowledge Base

Troubleshooting

If you do not find the answer to your problem please contact us and our team will assist you as soon as possible.

Error when closing Infinicyt™ or saving a profile: "The current profile could not be saved", "Profile was partially saved…"

Note: In Infinicyt™ 1.8 the error message is: "Profile was partially saved. The following parts of the profile could not be saved: …"

This error can happen because:

Two users are working simultaneously with the same user folder

In the Windows® user folder we store some Infinicyt™ configuration files, so there migth be issues when several Windows® users share them and they overwrite each others' files. In order to create separate folders for each user please follow the following instructions for each each:

Right-click on the Infinicyt™ desktop icon > "Properties" > "Shortcut" tab > Edit the "Target" option to include a directory where you have permissions to write on. For example write: user.home="C:\My path" and the software will create the required folder.

A user is working with the user folder on the network

The error occurs when working with the user folder located on the network, due to issues with saving temporary files. When trying to close Infinicyt™ these temporary files cannot be saved correctly unless you save them on the same network location where the user folder is hosted. Please proceed as indicated below in order to solve this issue:

Edit the file "Infinicyt.ini" located in your Infinicyt™ installation folder (usually C:\Program Files\Cytognos\Infinicyt\) with administrator permissions and add the following line:
java.io.tmpdir= \My network path

Scaling Issues

Infinicyt™ does not support the Microsoft Windows® scaling system and this can cause visual issues such as too large or too small elements, blurry text, fuzzy elements, etc. on your monitor.

Microsoft Windows® scales applications in order to achieve optimal visualization when working at high screen resolutions. The scaling system was created so as to adapt and better visualize applications also on small screens, but it is not compatible with Infinicyt™ at the moment.

The scaling system must be disabled to avoid these issues, following the steps described below:

Note: It is mandatory to perform these steps for each of the .exe files ("InfinicytBW.exe" and "Infinicyt.exe").

  1. Close Infinicyt™.
  2. Open the Infinicyt™ installation folder (usually C:\Program Files\Cytognos\Infinicyt\).
  3. Right-click on one of the "InfinicytBW.exe" and "Infinicyt.exe" files (in the installation directory) and then select "Properties".
  4. Select the "Compatibility" tab in the following dialog window displayed.
  5. Click on the "Change high DPI settings" button.
  6. Deselect the "Override high DPI scaling behaviour" checkbox.
  7. Accept the two windows displayed by clicking on their corresponding "OK" buttons.
  8. Please perform again the steps described above with the other .exe file.

After these changes, the application may appear slightly blurry but it is perfectly usable.

Lagging issues detected when opening Infinicyt™

This issue occurs when there are connection issues and Infinicyt™ tries to connect to the Infinicyt™ version update server.

The Infinicyt™ version update service can be disabled to avoid related issues. In order to proceed, edit the file “Infinicyt.ini” located in your Infinicyt™ installation folder (usually C:\Program Files\Cytognos\Infinicyt\) with administrator permissions, and add the following line:

update.connect=0

Once this is updated, you will not receive any Infinicyt™ version update notifications.

In order to obtain more information about new versions, please consult the Infinicyt™ Change Log.

Error installing Infinicyt™: "Windows error 216 occurred while loading the JAVA VM"

This error appears when users install a 64-bit Infinicyt™ version on a 32-bit operating system. Infinicyt™ version 2.0 is only compatible with 64-bit operating systems. Learn more about Infinicyt™ Compatibility and Requirements.

Please consult your system properties to find out what is the operating system running in your computer prior to installing Infinicyt™.

Antivirus detected Infinicyt™ as a virus when installing

Some antivirus programs such as Panda, AVG, Kaspersky or Avast may recognize Infinicyt™ as a virus after installation. In order to avoid further issues Infinicyt™ should be added as an exception to the antivirus.

Select the option "Allow to run" in the window that informs that malware has been detected when installing or opening Infinicyt™. Please check your specific antivirus instructions in order to add exceptions to each program.

Infinicyt™ does not initiate: "Error occurred while attempting to find Java class"

This issue occurs when the security mechanisms drivers required to run Infinicyt™ have not been correctly installed.

In order to solve this issue re-install Infinicyt™. The drivers should be updated after a correct installation and Infinicyt™ will be able to run.

Infinicyt™ does not initiate: "Error while creating JVM, not enough memory"

This occurs when there is not enough RAM to run Infinicyt™ (minimum 256 MB). The software detects automatically the available memory.

In order to solve this issue please close other applications or expand the RAM in your computer.

3D Diagrams do not open or performance is slow

This issue occurs when your computer graphics card is not compatible with the software (OpenGL 1.3 or later or with DirectX 9.0 should be used).

In order to solve this issue please update the graphics card driver to the last version and run the program again. Alternatively, you can change the 3D configuration of the graphics card until you find the appropriate settings.

Error installing Infinicyt™: "Please select another location to extract the installer to"

This issue occurs when the installation setup is corrupted probably due to an error during the download process.

In order to solve this issue please download the installation setup again and then proceed to install the software.

Infinicyt™ cannot print report

This issue occurs when the opacity of some diagram added to the report has been changed and there are compatibility issues with the printer.

In order to solve this issue please export the report to a PDF file first and then send it to the printer.

Supplemental font installations

If the Population Tree and the Report are not visualized in the selected language after applying the Automated Gating and Identification process, please close Infinicyt™ and install the corresponding Language Supplemental Font from: Windows Start button > "Settings" > "Apps" > "Apps & features" > "Manage optional features" > "Add a feature" > (Language) Supplemental Fonts > Install > Restarting the software is required to complete the process.

Statistics in are not correctly displayed in .csv format

Some alerts may not be displayed correctly when exporting statistics in .csv format. e.g., "≥ 0" instead of "≥0".

In order to visualize them properly in the .csv spreadsheet, please follow the steps below (depending on your Microsoft Office version):

Office 2016

Open Microsoft Excel 2016 > "Data" tab > "From Text".

The "Import Text File" window will be opened > Select the .csv file > "Import".

The "Text Import Wizard" will be opened automatically > Step 1 - File Origin: select "65001: Unicode (UTF-8)" > "Next" > Step 2 Delimiters > "Other" > ";" > "Next" > "Finish". The "Import Data" window will be also opened in order to choose the column to import the data.

Office 365

Open Excel > "Data" tab > "Get Data" > "From File" > "From Text/CSV" > "Import Data" window > Select the desired .csv file > "Import" > In "File Origin" select "65001 : Unicode (UTF-8)" > "Transform Data".

User Access Control Troubleshooting: issues with LDAP OpenDJ Server installation and use

You can download the User Access Control troubleshooting in PDF using the following links

English    Spanish

Antimalware blocking the Sentinel driver installation

When installing Infinicyt™, the Malwarebytes anti-malware program may block the key driver (Sentinel), which is included in the installation, because the digital certificate has expired. In order to solve this issue, the driver must be installed manually as explained below:

  1. Download the Sentinel driver from the company’s website:

http://www.infinicyt.com/download_/haspdinst_driver.zip

  1. Extract the contents of the downloaded file in the desired path.
  2. Open the Windows command console (CMD) with administrator permissions and change the directory via the command line to the path where the extracted file is located.

  1. Execute the following command to install the driver: haspdinst -install

A pop-up window will be displayed during the installation. If the installation is successfully completed, then the following window will be also displayed.

  1. In order to check that the driver has been installed correctly, you must execute the following command: haspdinst -info

In the image above the user can check that the driver has been installed correctly.