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Troubleshooting



Infinicyt™ Troubleshooting 2.0


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Lagging issues detected when opening Infinicyt ™


This occurs when there are connection failures and Infinicyt™ tries to connect to the Infinicyt™ version update server.

Infinicyt™ version update service can be disabled. In order to proceed, edit the file “Infinicyt.ini” located in your Infinicyt™ installation folder (usually C:\Program Files\Cytognos\Infinicyt\) with administrator permissions, and add the following line:

update.connect=0

Once you have modified that, Infinicyt™ will not receive version update notifications.

In order to obtain more information about new versions, please consult the Infinicyt™ Change Log


Error when closing Infinicyt™: “The current profile could not be saved”


This error occurs when working with the user folder located in the network since temporary files are created. When trying to close Infinicyt™ these temporary files cannot be saved correctly unless you save them in the same network location where the user folder is hosted. Please proceed as indicated below in order to save temporary files.

Edit the file “Infinicyt.ini” located in your Infinicyt™ installation folder (usually C:\Program Files\Cytognos\Infinicyt\) with administrator permissions and add the following line:

java.io.tmpdir= \\My network path


Error installing Infinicyt™: "Windows error 216 occurred while loading the JAVA VM"


This error appears when users install a 64-bit Infinicyt™ version on a 32-bit operating system. Infinicyt™ version 2.0 is only compatible with 64-bit operating systems.
Install Infinicyt™ on a compatible operating system. Please consult your system properties to find out what is the operating system running in your computer.


Antivirus detected Infinicyt™ as a virus when installing


This occurs when installing Infinicyt™ in computers antivirus programs such as Panda, AVG, Kaspersky or Avast.
Select the option “Allow to run” in the window that informs that malware has been detected. An antivirus exception will be created and Infinicyt will no longer be detected as a virus. Alternatively, update the antivirus program and try again.


Infinicyt™ doesn’t initiate: "Error occurred while attempting to find Java class"


This occurs when the security mechanisms drivers required to run Infinicyt™ are not installed or were not correctly installed.
Re-install Infinicyt™. The drivers will be updated after a correct installation and Infinicyt™ will be able to run.


Infinicyt™ doesn’t initiate: "Error while creating JVM, not enough memory"


This occurs when there is not enough RAM (minimum 256 MB) to run Infinicyt™. The software detects automatically the available memory.
Close other applications or expand the RAM in your computer.


3D Diagrams do not open or performance is slow


This occurs when your computer graphics card is not compatible with the software (OpenGL 1.3 or later or with DirectX 9.0 should be used).
Update the graphics card driver to the last version and run the program again. Alternatively, change the 3D configuration of the graphics card until you find the appropriate settings.


Error installing Infinicyt™: "Please select another location to extract the installer to"


This occurs when the installation setup is corrupted probably due to an error during the download process.
Download the installation setup again and install the software.


Infinicyt™ cannot print report


This occurs when the opacity has been changed in the diagrams added to the report and some printers do not detect it.
Export the report to a PDF file and send it to the printer.


Error when closing Infinicyt™: “Profile was partially saved. The following parts of the profile could not be saved: …”


This comes because users do not have permissions to write in the documents and settings (necessary to run Infinicyt). We store there some configurations of the software and each user should have a different folder so that the configurations of one user do not overwrite the ones of another.
Select Properties on Infinicyt desktop icon right-click menu, and edit the “Target” option to modify to a directory that you have permissions to write on.
For example write: user.home=”C:\My path” and the software will create the required folder.

User Home

Supplemental font installations


If the Population Tree and the Report are not visualized in the selected language after applying the Automated Gating and Identification process, please close Infinicyt™ and install the corresponding Language Supplemental Font from: Windows Start button > Settings > Apps > Apps & features > Manage optional features > Add a feature > (Language) Supplemental Fonts > Install.
A Restart is required to complete the process.

Supplemental Fonts


Go to EuroFlow website


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