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Release Decommission FAQs

What does “Your client version is unsupported. Please try the Update Program button to check for the latest supported release.” mean?

Your current version of CollaborateMD has been decommissioned and is no longer supported.  You must upgrade to a supported version using these steps.
1. System
2. Advanced options
3. Start Update Manager

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Do I have to upgrade each computer in my environment?

Yes, all computers that have CollaborateMD installed must be updated to a supported version.  You must upgrade to a supported version using these steps.
1. System
2. Advanced options
3. Start Update Manager

What if I don't have the appropriate privileges to perform an update?

You will need to contact your local Information Technology (IT) team or computer administrator who have the appropriate administrative login credentials to complete the update on your behalf.

What does “Please change your screen resolution to be at least 1024X768.” mean?

This is caused by the DPI (Dots per Inch) settings on the computer being incompatible with CollaborateMD.  CollaborateMD is compatible with the DPI 100% setting.  Please perform the following steps to update your DPI setting to be compatible with CollaborateMD:
1. Right click on the desktop and select Personalize.
2. Click on Display at the bottom left hand side of the window.
3. On this screen decrease the percentage to 100%.

What does “Java.lang.null.pointer” mean?

This means your current java version is not up to date.  Please visit www.java.com to download the latest version of java available.  If administrative rights are needed on the computer to perform the update, please contact your local Information Technology (IT) team or computer administrator.

What causes “No JVM can be found” after upgrading CollaborateMD?

This is caused by a mismatch in the java (32 or 64 bit) version to the CollaborateMD (16 or 32 bit) version currently installed on your computer.  You can validate the current java version on your computer by following these steps.
1.  Visiting www.java.com.
2.  Select Free Java Download.
3. Select the link “See all Java downloads”.
4. Select the appropriate (32 or 64 bit) version of java being used by CollaborateMD.

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How do I resolve “Software failed to download” error when trying to upgrade CollaborateMD?

1.  Uninstall/Remove your current version of CollaborateMD.
2.  Re-download via www.collaboratemd.com/download.