This error needs to be investigated by the NVivo Support team before a solution can be provided. Please submit a support request form with the following information attached:

  1. Error logs: These files are located in your (My) Documents folder and are named like ‘err<date>T<time>.log’.
  2. Information about your computer:

Windows 10: 
Enter msinfo32.exe in the search bar on the taskbar and click on the msinfo32.exe search result displayed. The System Information page will be displayed. In the System information screen, click on File > Save and save the file to your desktop as info.nfo

Windows 8: 
From the Start screen, start typing msinfo32 and click on the msinfo32 search result displayed. The System Information page will be displayed. In the System information screen, click on File > Save and save the file to your desktop as info.nfo.

Windows 7, Vista or XP: 
Open the start menu and in the Run search box, type MSINFO32 and press the ‘Enter’ key. The System Information page will be displayed. Go to File and select Save and save the file to your desktop as Info.nfo
These files will enable us to investigate the issue and provide you with appropriate advice.