If you require technical support please contact us via email at support@epicentersoftware.com. Please also check the FAQ for common questions and solutions.

Most errors are resolved by running Genetrix as an Administrator. For Windows 7 or Windows Vista users, right click the application file or shortcut and select "Run as administrator."

If you are receiving error messages while trying to install or run Genetrix for the first time, please send us those error messages in an email along with a description of your operating system (Windows 7/Vista/XP/2008 Server/2003 Server) and service packs, whether your system is 32-bit or 64-bit and if you are using a PC or Mac. Common errors and their solutions can be found below.

Windows SxS Error/Windows Side by Side Error
A required Microsoft system library/redistributable file was not installed or properly registered with Windows. Reinstall Genetrix. The setup file must be run as administrator by right clicking on the setup file. This process will bring up the user account control (UAC) window. It is not sufficient to have administrator privileges.

Crash immediately after trying to start the program without warning.
Ensure that build folder (i.e. hg18, hg19, Mm9, Mm8, Rn4) exist in the default organism folder (i.e., C:\Program Files\Epicenter Software\Annotations\human, mouse, rat). You can determine your default organism by looking at the genetrixconfig.txt file in the installation folder. Human and build hg18 are automatically set to default after an installation. If the build folder exists, ensure that cytoband.txt and _GenomeLocations.txt are present in the build folder and default_cytoband.txt is in the organism folder.
If the above procedure does not correct the problem, ensure that cytoband.txt and _GenomeLocations.txt are in the organism folder.

Cannot find: c:\program files\epicenter software\genetrix_sb\genetrixconfig.txt
Run executable as administrator by right clicking on the exe file. This option can be set permanently by modifying the properties of the exe file. In the properties tab, check the box to Run this program as an administrator.

Cannot find: \genetrixconfig.txt
Run executable as administrator by right clicking on the exe file. This option can be set permanently by modifying the properties of the exe file. In the properties tab, check the box to Run this program as an administrator.

The program can’t start because xerces-c_1_7_0.dll is missing from your computer. Try reinstalling the program to fix this problem.
Missing xerces-c_1_7_0.dll file. Copy xerces-c_1_7_0.dll file to C:\Windows\System32
Reinstall Genetrix. The setup file must be run as administrator by right clicking on the setup file. This process will bring up the user account control (UAC) window. It is not sufficient to have administrator privileges.

The program can’t start because LIBMYSQLD.dll is missing from your computer. Try reinstalling the program to fix this problem.
Missing LIBMYSQLD.dll file. Copy xerces-c_1_7_0.dll file to C:\Windows\System32
Reinstall Genetrix. The setup file must be run as administrator by right clicking on the setup file. This process will bring up the user account control (UAC) window. It is not sufficient to have administrator privileges.

The program can’t start because XXX.dll is missing from your computer. Try reinstalling the program to fix this problem.
Reinstall Genetrix. The setup file must be run as administrator by right clicking on the setup file. This process will bring up the user account control (UAC) window. It is not sufficient to have administrator privileges.

The shortcut from the Start Menu or desktop does not work.
The executable must be run as administrator. This option can be set permanently by modifying the properties of the exe file located in the default installation directory C:\Program Files\Epicenter Software\Genetrix_SB. In the properties tab of the exe file, check the box to Run this program as an administrator. The shortcuts will now work.

mysql_library_init failed: Error initializing embedded database server
Missing errmsg.sys file. Copy errmsg.sys file to C:\Program Files\Epicenter Software\Genetrix_SB\Annotation folder.

Program crashes without warning after reading in gtx file and annotations.
Run the update process and download the newest version of go.xml Reinstall Genetrix. The setup file must be run as administrator by right clicking on the setup file. This process will bring up the user account control (UAC) window. It is not sufficient to have administrator privileges.

If you have recently updated Genetrix and the application/program no longer works, make sure the executable is copied to the same folder as the original installation. Also make sure the executable is renamed to the original name of the program. Run the program as an Administrator. In Windows 7 or Windows Vista,, to run Genetrix as an administrator, right click the executable and select "Run as administrator." If you still have runtime errors, contact support.

Unable to copy images from a Genetrix dialog.
Reinstall Genetrix. The setup file must be run as administrator by right clicking on the setup file. The UAC window should appear. It is not sufficient to have administrator privileges.
Press Start button on Windows taskbar.
Type cmd.
Right click the cmd icon and run the program as administrator. The UAC window will appear.
Type regsvr32 ImageHandler.dll
    DllRegisterServer in ImageHandler.dll succeeded message will appear

db_do_query failed: File ‘c:\program files\epicenter
software\genetrix_sb\annoation\LocusLink.txt’ not found (Errorcode:2)
[LOAD DATA LOCAL INFILE ‘c:/program files/epicenter
software/genetrix_sb/annotation/LocusLink.txt’ INTO TABLE
locusmain;]
Update Genetrix and download the most updated LocusLink file.

(Genetrix < v3.45) Unable to view gene annotations in the Gene Information dialog
Reinstall Genetrix. The setup file must be run as administrator by right clicking on the setup file. The UAC window should appear. It is not sufficient to have administrator privileges.
MySQL configured incorrectly. To reconfigure MySQL, run the following program C:\Program Files\MySQL\MySQL Server 5.1\bin\MySQLInstanceConfig.exe as administrator by right clicking on the exe file.
Follow the default prompts until asked to provide a password for the root account. On this same window, you will be given the option to Create An Anonymous Account.
Designate any password you choose for the root account, AND select the option to Create An Anonymous Account.
After reconfiguring MySQL, close and reopen Genetrix. Gene annotations will automatically load into MySQL for your use.

The gene ontology information appears to be incomplete
If using an older version of Genetrix, the new go.xml file (located in C:\ Program Files\Epicenter Software\Genetrix_SB\ Annotations) will not work. Try using an older version of the go.xml file.
If using a newer version of Genetrix update the go.xml file by running the Genetrix update process.

The Pathways dialog does not show a tree of existing gene/functions
If using an older version of Genetrix, the new go.xml file (located in C:\ Program Files\Epicenter Software\Genetrix_SB\ Annotations) will not work. Try using an older version of the go.xml file.
If using a newer version of Genetrix update the go.xml file by running the Genetrix update process.

If Genetrix is crashing unexpectedly or giving errors, please send us a detailed message including those errors so that we may attempt to duplicate them, and thus resolve them. We make every effort to resolve bugs that are brought to our attention.