The following questions are commonly asked by users who are experiencing difficulties. This is intended as a quick resource for you to find the fastest solution to your problem. As always, you are welcome to contact AcuGraph Technical Support by phone: 208-846-8448.
Click on any of these common questions or problems to see the fastest solution:
- I'm having a problem with...
- What are the Computer System Requirements for AcuGraph?
- I am having trouble activating my screening module.
- I get an error about complete support, remote backup, or free trials when I quit AcuGraph.
- When my computer wakes up from sleep, I get an error communicating with the probe.
- I am having trouble printing
- What is my Serial Number, Registration Code, and Registration ID?
- How do I move my AcuGraph to a new computer?
I'm having a problem with...Have you read the manual? Sorry to bring this one up, but the vast majority of technical support questions are actually from users who have not read the manual or have not followed the instructions in it. Please refer to the manual table of contents and make sure you have read ALL the information pertaining to your installation. There’s a good chance you’ll find the answer you need.
If you need to view the manual, please click here.
What are the Computer System Requirements for AcuGraph?System Requirements are as follows:
- Operating System: Windows XP, Vista, 7 and 8 (32 bit or 64 bit)
- Internet access
- At least 1 GB RAM
- >500 MHz processor
- USB port
- 250 MB free hard drive space
- 1024x768 minimum screen resolution
- Operating System: Mac OS X 10.5 or later
- Internet access
- At least 512 MB RAM
- Intel Processor
- USB port
- 250 MB free hard drive space
- 1024x768 Minimum screen resolution
AcuGraph 4 supports most laser and ink-jet printers. The printer you wish to use must be accessible to your computer by direct connection to your computer or through a network. Best results are obtained when graphs are printed in color, and a color printer is therefore recommended.
Before you can print from AcuGraph you must first install the driver software supplied with your printer. Please refer to your printer's documentation for detailed installation and operation instructions.
Certain features of AcuGraph require internet access for operation. These features include Installation, Secure Backup, emailing, and AcuHerb ordering. If you do not have internet access, these features will not work, though the remaining features of AcuGraph will function normally.
I am having trouble activating my screening module.The add-on modules are installed by entering a special "unlock" code into AcuGraph. This unlock code should have been included on a certificate you received with your AcuGraph or via email. To enable your add-on module, you need to enter this unlock code in the preferences of AcuGraph, on the General Tab, under "Add Option".
We have a great blog post all about exactly how to do this:
Additionally, here are detailed instructions:
- MAKE SURE YOU ARE CONNECTED TO THE INTERNET
- Start AcuGraph
- Open preferences by selecting the "File" menu, then selecting "Preferences"
- Select the "General" tab on the Preferences window.
- Click the "Add Option" button on the lower right portion of the screen.
- Enter your code exactly as it appears on your certificate, and click "OK".
If this produces an error message that your code is invalid, you need to contact technical support. Please contact our offices via telephone (208-846-8448) for further support. We are happy to assist you to make your add-on modules work correctly.
I get an error about complete support, remote backup, or free trials when I quit AcuGraph.This is caused when your AcuGraph registration information does not match our records on our backup servers. If you have recently purchased an upgrade to AcuGraph 4, but have not yet installed the new upgrade, this message is normal. This simply means that we have installed your new registration information on our backup servers, in anticipation of your upgrading to AcuGraph 4. As soon as you upgrade your software to AcuGraph 4, this error will go away.
When my computer wakes up from sleep, I get an error communicating with the probe.If AcuGraph is running and the computer goes to sleep, probe communications will be shut down by Windows® , causing the error. To avoid this issue, make sure you exit AcuGraph if you are going to be leaving the computer to go to sleep. Alternatively, you can set your computer to never sleep in the "Power Options" control panel.
NOTE: Setting a screen saver or blank screen will not affect AcuGraph. Only system sleep will cause this issue.
I am having trouble printingPlease try to print from another program. If you cannot print from another program, you have an issue with your printer setup or your printer drivers. This problem is outside the scope of AcuGraph. Please contact your printer manufacturer for help.
If you can print from another program, but cannot print from AcuGraph, please check “page setup” under the “File” menu to make sure your settings are correct. If the problem persists, please contact AcuGraph technical support.
What is my Serial Number, Registration Code, and Registration ID?If you are activating your AcuGraph 4 for the first time, you need to be connected to the Internet during the registration process. If you aren't connected to the Internet, please do so and restart AcuGraph 4. If you are connected and you see a screen asking for this information, please follow the link on that window to create your registration information on our website and copy and paste the registration into these fields. If you can't connect to the Internet, please contact us and we will manually create your registration and give you these values.
How do I move my AcuGraph to a new computer?Computers get old, they wear out, and they get replaced. Sometimes you’d like to move your AcuGraph system and patient records to a different computer because you’ve purchased a new one, or for a variety of other reasons. There is a very simple process we’ve developed to make this change, and detailed instructions are available here: