When opening software the splash screen displays then goes away

Product(s): WaterGEMS, WaterCAD, HAMMER, SewerGEMS, SewerCAD, StormCAD, CivilStorm, PondPack, FlowMaster
Version(s): CONNECT Edition, V8i
Area: Installation

Problem

When opening a Bentley OpenFlows application, it starts to open (and displays the intro "splash" screen)  but then goes away and the main program interface never appears.

Background

This error is can be due to a number of different reasons.

In some cases it can be due to a known conflict with Microsoft .NET framework 3.5 service pack 1. This issue was resolved in the latest versions of each program, available on Bentley.com under Support > Support Services. To work around this issue, you can open the program via the managed starter as mentioned below in option 4. 

Solution

The solution to this depends on your program version and operating system.

Solution 1: Make sure the application version is compatible with your operating system

Note that it is recommended to upgrade to the latest version of the software that is compatible with your operating system.

If this problem is preventing your from opening the program and you aren't sure what version was installed, you can check by following these steps:

1) Browse to the folder where the program is installed to. For example, C:\Program Files\Bentley\WaterGEMS\
2) Locate the WaterGEMS.exe file (or WaterCAD.exe or SewerGEMS.exe) right click on it and choose "properties"
3) Click the "Version" tab. Your build should be listed here, next to "file version".

See: Platform Compatibility

Solution 2: Failure to activate via the CONNECTION Client

This option applies to SES-enabled versions: CONNECT Edition Update 2 and greater (10.02.XX.XX+)

When the splash screen is showing, SES-enabled versions will communicate to Bentley via the CONNECTION Client application (running in your Windows System Tray) to activate the license. If there is a problem opening the CONNECTION Client or communicating to Bentley, this can cause an interruption.

First, try opening the CONNECTION Client from your Windows System Tray (lower-right corner). Ensure that you are signed in with your account that is linked to your organization. Then, click your name in the top-right corner, choose "Health Check", then "Run Check". If you are using an older version of the Bentley OpenFlows application, you may also need to update your CONNECTION Client version from the Software Downloads Site. If the Health Check reports a problem, you may need to check your network connection, temporarily disable or allow the CONNECTION Client through your firewall or security software. See more here and here.

Also, you may need to check with your IT/Helpdesk to see if any additional settings need to be configured such as a Proxy Server. Settings can be found in the "Bentley Licensing Tool" (found in your Windows Start menu) under Tools > Options.

Lastly, you may also need to restart your computer and try again after trying the steps above.

Solution 3: Corrupt Engineering Library Database

Operating System: Windows XP Service Pack 2

Follow these steps:

1) First make sure that the Data Access Objects Windows component is registered.

a. Open your windows explorer and browse to this folder:
C:\Program Files\Common Files\Microsoft Shared\DAO\

b. Register the dao360.dll file. You can do this by right clicking it, choosing to open with and then browse to the regserver program, located here:
C:\Windows\System32\regsvr32.exe

c. You should receive a message stating that the module is registered.

2) Browse to and delete the following file:

Windows XP:

C:\Documents and Settings\<(><<)>username>\Application Data\Bentley\EngineeringLibraries\Engineeringlibraries.mdb

Where "<(><<)>username>" is the name of the user that you are currently logged in as.

Windows Vista or newer

C:\Users\<(><<)>username>\AppData\Roaming\Bentley\EngineeringLibraries\Engineeringlibraries.mdb 

3) Try opening the program.

Solution 4: Open the software using the managed starter file

This option applies to older versions. If you have a recent CONNECT Edition version (version number starting with 10) this option is not applicable and you will not find the managed starter file.

The managed starter is a file located in your installation folder and running it instead of the main product shortcut can often resolve this issue especially in older versions.

Here is a list for a few of the applications:

Windows XP:

SewerCAD V8 XM: C:\Program Files\Bentley\SewerCAD8\Haestad.Alabama.Starter.exe
SewerGEMS V8 XM: C:\Program Files\Bentley\SewerGEMS\Haestad.SewerGEMS.Starter.exe
CivilStorm V8 XM: C:\Program Files\Bentley\CivilStorm\CivilStorm.Starter.exe
FlowMaster V8i :  C:\Program Files\Bentley\FlowMaster\FlowMaster.Starter.exe

Windows Vista or newer

SewerCAD V8 XM:  C:\Program Files (x86)\Bentley\SewerCAD8\Haestad.Alabama.Starter.exe
SewerGEMS V8 XM:  C:\Program Files (x86)\Bentley\SewerGEMS\Haestad.SewerGEMS.Starter.exe
CivilStorm V8 XM:  C:\Program Files (x86)\Bentley\CivilStorm\CivilStorm.Starter.exe
FlowMaster :   C:\Program Files (x86)\Bentley\FlowMaster\FlowMaster.Starter.exe


Running this file will skip the splash screen and there should be no adverse effects. You can change your desktop/start menu shortcut to point to the managed starter.

Solution 5: Missing Microsoft Visual C++ Runtime Redistributable

This issue has been known to occur in some cases if the C++ Redistributable prerequisite is not installed. Each product and version requires a different C++ version. Check your Windows "programs and features" - search for "C++" and confirm that the following versions are installed (these are used for the CONNECT Editions of the primary water, storm and sewer products as of August, 2010):

vc8redist_x86.exe (2005): https://www.microsoft.com/en-us/download/details.aspx?id=5638 
vc8redist_x64.exe (2005): https://www.microsoft.com/en-us/download/details.aspx?id=21254 
vc9redist_x86.exe (2008): https://www.microsoft.com/en-us/download/details.aspx?id=29 
vc9redist_x64.exe (2008): https://www.microsoft.com/en-us/download/details.aspx?id=15336 
vc10redist_x86.exe (2010): https://www.microsoft.com/en-us/download/details.aspx?id=5555 
vc10redist_x64.exe (2010): https://www.microsoft.com/en-us/download/details.aspx?id=14632 
vc11redist_x86.exe (2012): https://www.microsoft.com/en-us/download/details.aspx?id=30679 
vc11redist_x64.exe (2012): https://www.microsoft.com/en-us/download/details.aspx?id=30679 
vc12redist_x86.exe (2013): https://www.microsoft.com/en-us/download/details.aspx?id=40784 
vc12redist_x64.exe (2013): https://www.microsoft.com/en-us/download/details.aspx?id=40784 
vc14redist_x86.exe (2015): https://www.microsoft.com/en-us/download/details.aspx?id=52685 
vc14redist_x64.exe (2015): https://www.microsoft.com/en-us/download/details.aspx?id=52685 

Solution 6: Engineering Library Incompatibility

Download the following replacement Engineering library database:

https://communities.bentley.com/products/hydraulics___hydrology/m/hydraulics_and_hydrology_gallery/273291

Choose to save it to the following folder, and overwrite the old one, if asked to:

Windows XP:

C:\Documents and Settings\<(><<)>username>\Application Data\Bentley\EngineeringLibraries\

Where "<(><<)>username>" is the name of the user that you are currently logged in as.

Windows Vista or newer

C:\Users\<(><<)>username>\AppData\Roaming\Bentley\EngineeringLibraries\Engineeringlibraries.mdb 

Solution 7: Perform a clean reinstallation

See: How do I perform a clean uninstall and reinstall of the Hydraulic and Hydrology products?

Solution 8: Remove Symantec EndPoint Protection and reinstall it

If Symantec EndPoint Protection is installed and disabling it did not help with the problem remove it, install the software, and reinstall it.


Solution 9: Missing msvcr71.dll

If this happens with FlowMaster and the above does not help, first check if the License Management Tool is able to open, and that you can verify your license. Next, check if the file named msvcr71.dll is missing on your computer. This is an operating system component that FlowMaster relies on for some operations. 

See: FlowMaster fails to open or is not able to generate a rating table

See Also

Platform Compatibility

How do I perform a clean uninstall and reinstall of the Hydraulic and Hydrology products?

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