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.

Question 1:  Do you have the Launcher installer?

If you need the OpenGround Launcher you can download it from the Bentley Software Download Page

Information and problems on Downloading the Launcher

The launcher can be downloaded from here if no users can access software download Page  

If the Launcher asks for a reboot and then nothing happens this article will help

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

If you are getting a message about not being able to retrieve app details from the server 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