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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 after 30th July and UK after 7th August
Question 1: Do you have the Launcher installer?
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
The launcher can be downloaded from here if no users can access software download Page
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 10.0.0.286 and later
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: Can you log in?
If you are getting a No Licence Message then the issue your Bentley administrator has not set up your account correctly.
Solutions to no licence Message
If you are getting stuck in a loop with Firefox then this article will help
Question 4: Do you see your Cloud name 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 before 31st July and UK before 8th August
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
Install the Launcher in Normal Mode. Do not install in Legacy Mode.
You need to be running Version 1.0.0.181 or earlier