TROUBLESHOOTING AXURE RP

INSTALLATION AND LAUNCH - WINDOWS

OVERVIEW

Installing and running Axure RP on Windows is usually a trouble-free experience. When problems do come up, there doesn't seem to be any single common theme. Consequently, this guide has been organized as a loose list of things you can try which have helped other customers in the past.


If you're looking for help installing or running Axure RP on Mac, please see the Mac troubleshooting guide.


If you'd rather work directly with an Axure employee to find a solution, please feel free to email us at support@axure.com.

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UPDATE TO THE LATEST BUILD

You can always download an installer for the current build of Axure RP from our website, at

<http://www.axure.com/update>.

RUN AS ADMINISTRATOR

To run a Windows application with administrator access, 1. search for the application in the Start search bar, 2. right-click it in the results list, and 3. choose the "Run as administrator" command from the resulting context menu.


If you can run Axure RP as an admin but not otherwise, there's probably a user account permissions problem on your computer. Running as an admin is a good workaround if you have an urgent need to launch RP. In the longer term, we recommend seeking assistance from your IT team.

DELETE LOCAL APPLICATION SETTINGS

Axure RP's local settings files can sometimes get into a bad state. RP's local settings include data about last opened files and UI window size and position info. The local settings are stored at this location in Windows:


C:\Users\%USERNAME%\AppData\Local\Axure


(Tip: Windows will convert the "%USERNAME%" string to your user account name if you paste it into the File Explorer address bar, so you can just copy/paste the above path and should get to the specified folder.)


The data in this folder isn't vital, so you can feel free to delete the entire folder as a troubleshooting step. Then try to launch Axure RP again. The folder will be recreated by RP the next time it starts.

RENAME THE BACKUPS FOLDER

Another folder containing Axure RP data is located in this location:

C:\Users\%USERNAME%\AppData\Local\Temp\Axure-8-0


This folder contains important items—autosaved backup versions of .rp project files, among other things. Because the contents are valuable, we recommend renaming (instead of deleting) this folder as a troubleshooting step. A new folder in this location will be created the next time RP launches, and your renamed, old folder will still be there if you need to retrieve an older autosaved project file.

MICROSOFT .NET FRAMEWORK

Axure RP relies on Microsoft-built software framework .NET (pronounced dot-net), and won't work if .NET isn't installed or isn't working correctly.

REINSTALL THE MICROSOFT .NET FRAMEWORK

Newer versions of Windows (8 and later) have the necessary version of .NET (4.0) integrated right into the OS, so it isn't reinstallable. If you're on Windows 7 or XP, however, you can try reinstalling .NET 4.0 as a troubleshooting step. You can download the installer at this location:


<http://www.microsoft.com/en-us/download/details.aspx?id=17851>

TRY RUNNING ANOTHER .NET APPLICATION

Another way to check whether you computer's .NET Framework is functioning correctly is to install and run another program that relies on it. We recommend a small, lightweight XAML editor called Kaxaml (kuh-ZAM-ul) for this purpose. Here's their website:


<http://www.kaxaml.com/>


If Kaxaml won't launch on your computer either, the .NET installation is probably at issue. It’s a good idea to get your IT team involved at this point.