Installation Troubleshooting

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The Master Tour installation process is generally seamless however in some rare or unusual situations installation issues can occur. Below is a list of know installation issues with suggested solutions.  Caution:  If you're using a Mac, you must have OS 10.6 or higher to use Master Tour.

Installation Issues

Q. I get an error saying "Master Tour requires a version of Adobe AIR which cannot be found"

A. You may need to disable Automatic Graphics Switching 

Q. Master Tour doesn't open and I keep getting a message prompting me to "Restore Windows"

A. You may need to disable Automatic Graphics Switching

Q. On Windows 7, I've run the Master Tour .exe file, but I can't find the application?

A.  Open a new window, go to your C drive>Program Files(x86)>Master Tour.  The Master Tour program should be inside.  Windows 7 is a 64 bit operating system, while Master Tour runs on a 32 bit platform to cater to as many users as possible.  Program Files (x86) is where Windows 7 puts all its 32 bit programs, such as Master Tour.

Q. On Windows, I've installed Master Tour, but it doesn't let me add any tour dates or events, the program just seems to freeze or give me error messages.

A. This is likely a firewall or security software issue. Check Windows Firewall and any security software you have installed (Norton, Symantec, Kaspersky, etc.) to make sure you're allowing Master Tour to send and receive data through your network.

Q. On Windows, I've installed Master Tour, but it just gives me a "Send Failed" message when I try to log in.

A. This is also likely a firewall or security software issue. Check Windows Firewall and any security software you have installed (Norton, Symantec, Kaspersky, etc.) to make sure you're allowing Master Tour to send and receive data through your network. Also double check that Internet Explorer is allowing cookies from eventric.com - you have to change your cookie settings for eventric.com through Internet Explorer, even if you have another browser set as your default browser.

Q. The installation process fails with a message that the installer package may be corrupt

A. The installer may not have fully downloaded and you can try re-downloading it.  If you are on a slow Internet connection the installation package sometimes will not download completely and this will cause an error.  (For example a cellular WiFi connection on your tour bus)  The bandwidth requirements are very minimal, but please make sure that you are on an Internet connection that is fast enough to download a 35Mb file within a few minutes.

Q. On OSX I get an error telling me Master Tour was unable to initialize the database and to make my directory writable.

This can occur if you are logged into a non-admin account or your security settings prevent writing to your home folder.  Master Tour needs to create two folders where your data files will be stored.  To fix this you can manually create the folders for Master Tour.

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  1. Open Finder to your home folder.  The location is /Users/yourusername/ ("yourusername" will be your own username)
  2. Create two folders in your home directory "MTD Data" and "MTD Templates".  You will likely be asked to enter your password.
  3. Ctrl+Click on "MTD Data" and and select "Get Info"
  4. Click the lock in the bottom-right corner so that you can make security changes.
  5. On the Get Info screen under "Sharing & Permissions" give Read/Write permissions to Everyone
  6. Repeat the security settings (steps 3-5) for "MTD Templates"
  7. Relaunch Master Tour

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Q. On OSX I get an error saying "Adobe AIR:  This installation of this application is damaged..."

If you have AIR version 2.5 or lower installed and you install Master Tour, the old version is not detected and you get this error.  The solution is to uninstall Adobe AIR (you can do a Finder search to locate the Adobe AIR Uninstaller on your computer), then download another version of Adobe AIR from this website that works with your version of Mac OS (make sure to check the "Release Notes" on this site to find the version of AIR that works best with your computer).  Then, open up the Master Tour .pkg file again, and you should be on your way.

Q. It still doesn't work!

If you run into issue with the installer, please give us a call during business hours or contact us at support@eventric.com and we will be more than happy to help you get up and running.

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Comments

  • Avatar
    Maxwell Jones

    Install doesnt work. I running in admin mode and it says: "windows cannot access the specified device, path, or file. You may not have the appropriate permissions to access the item." (Win7-64 bit up to date). MasterTour-2.0.763.exe downloaded fully (65.1 MB)

  • Avatar
    Paul Manuel

    Can I run the App on my blackberry passport?

  • Avatar
    Jhon kallis