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This page contains our support procedure for diagnosing and fixing Launcher installation issues. We hope you are able to resolve any problems yourself with the solutions on this page, but if not please communicate the answers to all the questions on a support ticket.
In July and August 2021 we are migrating between solutions so it is important to know which solution you need to use.
USA before 31st July and UK before 8th August
Question 1: Do you have the Launcher installer?
The Launcher can be downloaded from the OpenGround Welcome email link. This link can be resent by any OpenGround Admin user
How to resend a Welcome Email
The launcher can be downloaded from here if no users can access OpenGround to send a welcome email
Question 2: What version of the Launcher are you running?
Hover over the OpenGround Logo in the Launcher to find out the version you are running.
You need to be running Version 1.0.0.181 or earlier
If you are running the wrong version it will not work and you will need to uninstall the Launcher and install the correct version (See Question 1)
Question 3: Are you getting a no licence message?
If so then the issue is either your email address is different or your Bentley administrator has not set up your account correctly.
Solutions to no licence Message
Question 4: What Cloud names can you see in the dropdown list at the top of the Launcher?
If you get a No Connections message or the cloud name you are expecting to see is missing then you have either installed the wrong version of the installer (see Question 2) or your email address has not been given access to the missing cloud name
I can log into the OpenGround Launcher but cannot see the Cloud Instance in the dropdown list
USA after 30th July and UK after 7th August
If you need the Azure Launcher (USA after 30th July and UK after 7th August) you can download it from the Bentley Software Page
Information and problems on Downloading the Launcher
You need to be running Version 10.0.0.286 and later