Doesn't Open

[TO_13701616]

I have a user who has MathCAD Prime - 9.0. When they try to launch the program only the splash screen appears and the program doesn't open.
If I run as Administrator, it does open.

[ppal]

Step 1: The Most Common Culprit - Corrupted User Configuration Files

Often, the issue stems from a corrupted user-specific configuration file that MathCAD creates upon first launch.

Solution:

1. Close all instances of MathCAD Prime.

2. Open File Explorer and navigate to the following directory: C:\Users\YourUsername\AppData\Local\PTC

   • Note: The AppData folder is hidden by default. You may need to enable "Show hidden items" in the "View" tab of File Explorer.

3. Rename the Mathcad Prime folder to something like Mathcad Prime_old.

4. Attempt to launch MathCAD Prime 9.0 under the user's standard account. The program will attempt to recreate this folder and its contents. If the program launches successfully, the problem is solved.

Step 2: Investigating and Granting Permissions

If resetting the user configuration does not work, the next step is to investigate which specific resources MathCAD is failing to access. This can often be related to the installation directory or shared license files.

Solution:

1. Check Permissions on the Installation Folder:

   • Navigate to the MathCAD Prime 9.0 installation directory. The default location is typically C:\Program Files\PTC\Mathcad Prime 9.0.0.0.

   • Right-click the Mathcad Prime 9.0.0.0 folder and select Properties.

   • Go to the Security tab and click Edit.

   • Ensure that the "Users" group has at least Read & execute, List folder contents, and Read permissions. For troubleshooting purposes, you can temporarily grant "Modify" permissions to the "Users" group for this folder and its subfolders to see if it resolves the issue. If it does, you can then refine the permissions to be more granular if necessary.

2. Check Permissions on the ProgramData Folder:

   • MathCAD may store licensing or shared data in the ProgramData folder. Navigate to C:\ProgramData\PTC.

   • As with the installation folder, check the permissions for the "Users" group and ensure they have at least "Read & execute" rights.

Step 3: Licensing and .NET Framework as Potential Roadblocks

Issues with how MathCAD accesses its license or interacts with the .NET Framework can also manifest as a failure to launch without administrator rights.

Solutions:

1. Re-register the License File:

   • Run MathCAD Prime 9.0 as an administrator.

   • Go to the Mathcad menu > Options > License.

   • Note the path to the license file.

   • Ensure that the user account has at least "Read" permissions for the folder containing the license file. If it's a network license, ensure the user has access to the license server.

2. Repair the .NET Framework Installation:

   • MathCAD Prime 9.0 relies on the Microsoft .NET Framework. A corrupted installation can cause launch problems.

   • Go to the Control Panel > Programs and Features.

   • Find "Microsoft .NET Framework" in the list. The exact version may vary.

   • Select the .NET Framework installation and choose the option to Repair it.

   • Restart the computer after the repair process is complete.

Step 4: Rule Out Software Conflicts

In some cases, antivirus or other security software can interfere with a program's normal operation, especially if it's not recognized or trusted.

Solution:

• Temporarily disable the antivirus and any other security software on the user's machine.

• Attempt to launch MathCAD Prime 9.0.

• If the program launches, you will need to add an exception or "allow" rule for the MathCAD Prime executable (MathcadPrime.exe) in your security software's settings.

By systematically working through these troubleshooting steps, you can identify and rectify the underlying cause of MathCAD Prime 9.0's failure to launch for standard users, restoring normal functionality without compromising system security by requiring administrator privileges for everyday use.