ATPdigital 8 – Troubleshooting (Windows PC)

Problems installing ATPdigital

Source file not found

If you get this error message when running the ATPdigital installer, it implies that you have not uncompressed the installation files before installing.

ATPdigital comes in a .zip file which compresses all the installation files to make them quicker to download.

The easiest way to uncompress the files is to drag and drop the .msi and the .cab file from inside the .zip folder into another folder (such as your desktop). You can then run the installer from whichever folder you have extracted the files to.

I can’t activate the installation with my Licence Key and Account number

You have typed in the Licence Key incorrectly. Copy and Paste it from your registration email (using Ctrl +C > Ctrl +V) to avoid any incorrect characters.

 

You have used up all the activations on your account. Email support@bristol.gs

 

If after clicking ACTIVATE the icon spins endlessly, this means that ATPdigital cannot contact the server to activate your installation. Ensure you are connected to the internet and that ATPdigital has been added as an exception on your firewall.

There is a problem with this Windows Installer package

The most common cause of this error is leftover files from a previous installation of ATPdigital. You need to ensure you restart your PC when uninstalling ATPdigital if you see this message as part of the uninstallation process:

To fix this problem you simply need to delete the leftover folders in your Program Files (x86) folder. You can find these by going to:

This PC > Local Disk (C:) > Program Files (x86). 

Once you’ve deleted any leftover files, reboot your PC and run the installer again.

Problems signing n

Authentication failed

This error indicates that your email address and password have not been recognised.

Double-check the spelling of your email and consider using the “Forgotten Password” link to reset your password.

If you still can’t sign in after resetting your password, email support@bristol.gs

Install not found

You cannot have two installations of ATPdigital on the same machine. If you are seeing this error message, it implies that you still have a copy of ATPdigital 6 installed on your PC.

To fix this problem you will need to uninstall both ATPdigital 6 & ATPdigital 8 before reinstalling ATPdigital 8.

You can uninstall an application by searching for “program” in the Windows/Start search in the bottom left of your screen and selecting “Add or remove programs” from the results.

If you still can’t sign in after reinstalling, email support@bristol.gs

Missing content

My lessons are showing as “Not yet available”

Lessons showing as “Not yet available” are lessons which are assigned to our account, but you have not yet chosen to download.

You can download all available lessons by clicking on the Updates Available button in the bottom left of the dashboard page.

 

 

If you still have a problem after checking through the above guides, you can contact our IT Support team by emailing support@bristol.gs

or by calling 00 44 1275 345913