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.

3D Diagrams do not open, performance is slow, problems with the 3D diagrams repainting or program shutdown it is observed while opening a 3D diagram

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

If you are experimenting problems while opening a 3D diagram, performance is very slow or program shutdown, try the following solutions:

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

But if the performance on your computer is not optimum, you can try this:

  1. Edit the file "infinicyt.ini" (Consult the section "How to edit the file Infinicyt.ini?") and add the line:
    j3d.rend=d3d
  1. After adding that line, save "infinicyt.ini" and run Infinicyt™ again. Check that 3D diagrams are visualized correctly.

Previous action can be used also to avoid the shutdown of the program

If you are experimenting problems with the 3D diagrams repainting (the window is grey and doesn't show the 3D diagram), try this

  1. Edit the file "infinicyt.ini" (Consult the section "How to edit the file Infinicyt.ini?") and add the line:
    sun.java2d.d3d = false
  1. After adding that line, save "infinicyt.ini" and run Infinicyt™ again. Check that 3D diagrams are visualized correctly.

Only for Infinicyt 1.8 versions, the next warning message could appear within the diagram, when Infinicyt™ is run on a 32 bits computer with an OpenGL graphic processor and due after one minute, is not able to open a 3D diagram.

In order to reload the diagram, please proceed to close the diagram window and create the 3D Diagram again.

Antivirus detected Infinicyt™ as a virus when installing

This occurs when installing Infinicyt™ in computers antivirus programs such as Panda, AVG, Kaspersky or Avast.
Select the option "Allow to run" in the window that informs that malware has been detected. An antivirus exception will be created and Infinicyt will no longer be detected as a virus. Alternatively, update the antivirus program and try again.

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

This occurs when the installation setup is corrupted probably due to an error during the download process.
Download the installation setup again and install the software.

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.
Install Infinicyt™ on a compatible operating system. Please consult your system properties to find out what is the operating system running in your computer.

Error when closing Infinicyt™: "Profile was partially saved. The following parts of the profile could not be saved: ..."

This comes because users do not have permissions to write in the documents and settings (necessary to run Infinicyt). We store there some configurations of the software and each user should have a different folder so that the configurations of one user do not overwrite the ones of another.
Select Properties on Infinicyt desktop icon right-click menu, and edit the "Target" option to modify to a directory that you have permissions to write on.
For example write: user.home="C:My path" and the software will create the required folder.


Error when closing Infinicyt™: 'The current profile could not be 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:

  1. Two users are working simultaneously with the same user folder
    We store in the user folder some configurations of the software, so for the first problem, each user should have a different folder so that the configurations of one user do not overwrite the ones of another.
    For example write: user.home="C:\My path" and the software will create the required folder.

  2. A user is working with the user folder on the network.
    The error occurs when working with the user folder located in the network since temporary files are created. When trying to close Infinicyt™ these temporary files cannot be saved correctly unless you save them in the same network location where the user folder is hosted. Please proceed as indicated below in order to save temporary files.
    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
Infinicyt™ cannot print report

This occurs when the opacity has been changed in the diagrams added to the report and some printers do not detect it.
Export the report to a PDF file and send it to the printer.

Infinicyt™ doesn’t initiate: "Error occurred while attempting to find Java class"

This occurs when the security mechanisms drivers required to run Infinicyt™ are not installed or were not correctly installed.
Re-install Infinicyt™. The drivers will be updated after a correct installation and Infinicyt™ will be able to run.

Infinicyt™ doesn’t initiate: "Error while creating JVM, not enough memory"

This occurs when there is not enough RAM (minimum 256 MB) to run Infinicyt™. The software detects automatically the available memory.
Close other applications or expand the RAM in your computer.

Lagging issues detected when opening Infinicyt™

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

Infinicyt™ version update service can be disabled. 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 you have modified that, Infinicyt™ will not receive version update notifications.

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

Scaling Issues

Currently, Microsoft® Windows® scales applications in order to achieve optimal visualization when working at high screen resolutions. These resolutions have been designed to be used with large screens; therefore, when working with regular screens, the applications and their elements are displayed smaller. For this reason, Microsoft created this scaling system to adapt and better visualize applications from large to small screens. You may see the symptoms of this issue (such as, too large or too small elements, blurry text, fuzzy elements, etc.) in your monitor.

Infinicyt™ currently does not support the Microsoft Windows scaling system; therefore, it must be disabled.

Please follow 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. Go to Windows File Explorer > Infinicyt™ installation folder (usually C:\Program Files\Cytognos\Infinicyt\).
  3. Right-click on one of the both .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.

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.
A Restart is required to complete the process.