UltraScan3 Troubleshooting Questions:

Index:

How do I reset my master password?
My LIMS database does not connect
I cannot complete my UltraScan registration
Some modules fail to come up on my macOS computer
The macOS help system does not come up

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How do I reset my master password? - If you forgot your master password for UltraScan, you will have to delete your local registration information and re-register your software and reset all previous settings, including connected database connections. The procedure for this varies by operating system.
- On Linux and Unix:
  open a shell window and remove the UltraScan3 entry in your $HOME/.config directory:
```
rm -r $HOME/.config/UltraScan3
```
  and then re-register your account.
- macOS:
  The UltraScan-3 registration information is normally stored in your home directory under Library/Preferences/com.ultrascan3.UltraScan.plist. All you need to do is to remove this file. Open a Terminal window (located in Applications) and issue this command at the command line:
```
   rm ~/Library/Preferences/com.ultrascan3.UltraScan.plist
```
  If you installed UltraScan for all users, you may need to use 'sudo' to remove the entry from the system directory in /Library/Preferences:
```
   sudo rm /Library/Preferences/com.ultrascan3.UltraScan.plist
```
  Now reboot your computer and then re-register while it is connected to the internet.
- Windows:
  You will need to use the registry editor from Windows to remove the UltraScan-III entry. Open the regedit.exe application and find the UltraScan-III registration entry, delete it, and then re-register on a validated network.
  Specifically, open a Command Prompt window (from your Start menu) and type "regedit" in it.
  This will open a new window with the Registry Editor in it. Along the left side is a tree view of entries. You want to navigate to:
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My LIMS database does not connect - Connection issues with the LIMS database can occur because of network issues. If you cannot reach your public LIMS website, your outgoing web traffic may be restricted, check with your IT person. If you cannot reach the LIMS database from the UltraScan GUI program, go to "Edit:Preferences:Database:Change" and select the database you have configured earlier by double-clicking on the respective entry. Then click on "Test Database Connectivity". If you get a connection failure, update the information based on the "Database Login Info" provided in your LIMS account in the left bar. Make sure there are no additional spaces in the various fields, either at the beginning or the end of the field. If you are certain that your LIMS information is correctly entered, you likely have a network firewall issue. Contact your IT person and make sure they exempt TCP connections on ports 443 and 3306 *outgoing* to the LIMS server address. If outgoing 3306 is blocked (quite likely) you will never be able to connect to your database.
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I cannot complete my UltraScan registration - First time UltraScan users must register their software and obtain a (free) UltraScan license. Information about user type (academic, industry) and operating system (Windows, macOS, Linux), and the number of users is shared with the NIH on an annual basis, which funds the UltraScan development. Every user must renew their license annually to update this information and to let us know how many active UltraScan users are using the software. If the registration is performed while the computer is offline, it is possible that the registration permanently fails. A failed registration will not succeed, even if the network connectivity is re-established, it must be deleted first. Instructions for this can be found in this FAQ entry for resetting the master password, the instructions are identical for this issue. Make sure that the computer is on a network that allows *outgoing* https requests (TCP port 443), or the problem will persist.
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Some modules fail to come up on my macOS computer - This is related to a problem with shared memory not being large enough on some macOS systems. To fix this, follow these instructions:
- Open a Terminal window and type the following:
```
> cd /Applications/ultrascan3/etc
> sudo cat sysctl.conf >> /etc/sysctl.conf (this will prompt for your admin password)
```
- This change will increase the available memory for loading modules and modify your kernel parameters. After making the change, you will need to reboot your computer and retry loading the module that previously failed.
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The macOS help system does not come up - This error may result from incompatible Qt library components. It can be fixed as follows:
1. close down UltraScan, if open.
2. open a terminal window and type the following:
```
cd /usr/lib
sudo rm libQtCLucene.4.dylib  libQtCLucene.dylib  (this will prompt for your admin password)
cd /Applications/ultrascan3/lib
sudo cp libQtCLu* /usr/lib/
```
After doing that, restart UltraScan and try any Help menu item from within US3.
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