Solo Troubleshooting

The following sections may be of assistance if you are having problems with Solo.

Downloading Problems

• If you have trouble downloading Solo, make sure you're using a current version of a web browser with packet checking. We suggest the latest version of Firefox or Google Chrome:

http://www.mozilla.com/en-US/firefox/

https://www.google.com/chrome/

• If your company firewall is set to refuse download of EXE (or similar) files, use the checkbox marked:

   Use obfuscated file extension (avoids some firewall issues)

on the Download page where you are choosing the file format to download. The file you download will have some portion of the file extension changed to an underscore (e.g. _xe instead of exe, or _ip instead of zip.) This will allow the file to pass through most firewalls unfiltered. Once the download is complete, you can change the file extension to the expected one (listed on the download page) and run the installer.

Installation / Starting Problems

Windows

Fail to Initialize

If Solo doesn't start correctly and/or you receive an error similar to:

"The application failed to initialize properly (0xc0000135)...", or

"The application failed to initialize properly (0xc0150002)..." (or similar numerical code), or

"This application has failed to start because the application configuration is incorrect. Reinstalling the application may fix this problem." or

"The application has failed to start because its side-by-side configuration is incorrect."

This generally implies a library is missing or corrupt on your system. Use the following links to install the appropriate library for your operating system and Solo version. For other situations, contact Eigenvector at helpdesk@eigenvector.com

32-Bit Windows

Solo 6.3 and later

• MVC 2005 SP1 Redistributable Package (VCREDIST_x86.exe)

(If Solo still does not start, follow the directions for older versions, below.)

Solo 6.2 and earlier

• The .NET 1.1 package for 32-bit windows (x86)

64-Bit Windows

• MVC 2005 SP1 Redistributable Package (VCREDIST_x64.exe)

Not Responding

Try starting Solo using the "Solo_debug" shortcut which is located in the main C:/Program Files/EVRI/Solo folder. If this gives no different result, try rebooting the computer (to assure all libraries have been registered.)

WRAPPER_WIN64 Has Stopped Working (Windows Only)

This is a general error indicating a whole program crash. There can be several reasons of such a crash and it can be difficult to narrow down the cause because the crash often does not include any useful information about the error.

1. Be sure Solo has been installed "as administrator" and that you've started Solo the first time as an administrator. Starting Solo the first time completes the installation process.
2. Try running in "XP Mode" via virtual operating system. The process is described here.
3. Try running in "Solo_debug" as described above. If an error is raised at the console send it to helpdesk@eigenvector.com.
4. Check disk space, if there is insufficient disk space this error can occur.
5. Check system locale settings. Try changing them to US if they are set to something else.
6. Look into your AppData folder for a Matlab dump (.dmp) file and send it to helpdesk@eigenvector.com:

   %userprofile%\AppData\local\

Changes Not Being Recognized

Changes to license files, initialization files, or default.xml (Solo_Predictor only) are not being recognized. This can happen if copies of these files are being made to the VirtualStore. See this FAQ for more information. You may update or remove the copy to get the changes recognized.

Failure to complete installation/running Solo+Mia or Solo+Model_Exporter for the first time

If an error window titled 'Solo Runtime Error' appears with the message (or similar): "Error using figure UIJ_AreThereWindowShowsPending - timeout waiting for window to show up". This is a known issue with Matlab R2014a & therefore also in EVRI product builds made using Matlab R2014a which has to do with unsupported characters used in naming the installation folder.

• Make sure only supported characters are used when naming the installation folder: alphanumeric & the characters "-", "_", " ", "/", ".".

MAC

The Disk has been Damaged

"The Disk has been Damaged", "OSStatus error 100030" or "OSStatus error -67049" These problems are caused by the Mac Gatekeeper technology. If you have trouble installing on OS X 10.8 (Mountain Lion) or newer, try the following steps:

1. Open System Preferences: Security and Privacy: General
2. Unlock the lock to make changes
3. Select "Anywhere" from "Allow applications downloaded from"
4. Now start Solo
5. If it starts, try restarting the computer and confirm Solo continues to start.
6. Open System Preferences: Security and Privacy: General
7. Unlock the lock to make changes
8. Change the setting back to "Mac App Store and Identified developers"

Starting From Command Prompt

Assuming you have Solo/Solo+MIA installed in the Applications folder the program can be started using the following command executed at the command line (Mac Terminal).

$ /Applications/Solo.app/Contents/Resources/run_program.sh /Applications/Solo.app/Contents/Resources/mcr/

$ /Applications/Solo_MIA.app/Contents/Resources/run_program.sh /Applications/Solo_MIA.app/Contents/Resources/mcr/

In some cases this can output useful error messages to help troubleshoot.

Older Versions

Max OS X prior to 10.7 For problems installing Solo/Solo+MIA 7.5 and earlier, send answers to the following four questions to helpdesk@eigenvector.com

• Is X11 installed? The version of MATLAB we use to build Solo requires the X11 window system to be installed. X11 is totally separate from OS X. X11 used to be distributed by Apple as a part of their developer tools but is no longer included. You need to download and install it from the XQuartz project.
• Does the X11 application launch?
• In addition to the X11 application, do any additional icons show up in the Dock after attempting to launch?
• Is the CPU in your Mac computer of the Intel architecture, rather than PowerPC?

LINUX

• Cannot open libXp.so.6 Error: If you receive the error: "Exception: Fatal error loading library .../bin/glnxa64/libmwmclmcr.so Error: libXp.so.6: cannot open shared object file: No such file or directory" Try installing the libxp-dev package:

  apt-get install libxp6 libxp-dev

  -or-

  yum install libXp libXp-devel

• SELinux Error: If when starting Solo on Red Hat Linux you get this message: "SELinux is preventing .../EVRI_lib from performing execstack access on a process", then the SELinux security application is preventing Solo (or another stand-alone application) from running parts of its library.To fix this, set the current directory to be the folder where the 'EVRI_lib' file resides (usually the top-level Solo, Solo_Predictor, or Solo+MIA folder) and use the command:

   chcon -t execmem_exec_t EVRI_lib

  Running this command will usually require you to be logged in as root or to use "sudo".