Common problems and how to fix them

Each item gives the symptom, the likely cause and what to do. It applies to KOLOGY Software Lite and Pro (Pro-only issues such as sign-in and sync are in “Pro common problems”).

1. “Reduced mode (raster map)” or “WebGL unavailable” appears

Cause: the computer has no WebGL (old graphics card, blocked driver, or a virtual machine without GPU). What to do: the rest of the system keeps working with a simpler map. Update the Windows graphics driver. In Settings → Map, make sure Always use reduced mode is off. In reduced mode, Save image is not available.

2. The map opens empty or only with polygons

Cause: no batch imported, filters on, or a region outside the installed map. What to do: import the day's file, click Clear, and check in Settings → Map that the region is installed.

3. Activation says the code is invalid

Cause: code already used, expired, or for another computer. What to do: issue a new code in the client portal (Recover or generate a code). If it says another computer, request a device change.

4. “The native component needs repair”

Cause: the Windows part of the program is older than the screens. What to do: click the download button in the message, close the program, run the installer over the top (no uninstall) and open it again. No code is used up and data is kept.

5. Import says “The file has no [Rec n] record”

Cause: the chosen file is not a dados.bin in the expected format. What to do: check the file. If the list is on a web page or spreadsheet, copy it and use Paste from browser.

6. Japanese addresses show garbled characters

Cause: another program re-saved the file in an unexpected encoding (not Shift-JIS). What to do: import the original file from the previous system without opening and saving it in another editor, or use paste from browser.

7. The update downloads but does not apply

Cause: an older version cannot restart itself. What to do: Settings → Updates → Having trouble updating? → Download full installer, and install over the top without uninstalling. Database, maps, licence and settings are kept.

8. An offline map download fails

Cause: unstable internet or low disk space. What to do: free up space and click Download again; it resumes where it stopped. Only one map downloads at a time.

9. The USB backup does not appear for restore

Cause: it is not in the default folder or the drive letter changed. What to do: use Restore from another folder and enter the backup folder or its .sqlite file.

10. I closed the window but the program is still running

Cause: Keep in the tray when closing is on. What to do: reopen from the icon next to the clock; to really quit, use the exit option on the tray icon or turn the option off in Settings → Application.

11. Distance shows only a straight line or “Road route unavailable”

Cause: points outside the street coverage, not linked by roads, or (in Lite) the Offline street routing extension is not active. What to do: check Information → Extensions and that the points are inside the installed region.

12. A screen or button from the guide is missing

Cause: in Lite, the feature is an extension not purchased or not yet synced. What to do: Information → Extensions → Sync now. If it still does not appear, the extension is not part of your licence.