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General Troubleshooting - pixi Desktop Applications

In practice, some problems may not be reproducible. These are mostly local problems, which only occur on a certain PC. In the following, we would like to show you some ways to solve these local problems yourself.


Run Applications without Administrator Account

To be able to properly work with pixi, in some cases, it is needed to run the desktop applications with Windows administrator rights. The following guide describes how to run applications with administrator rights without having to enter the administrator credentials over and over: How to Enable Standard Users to Run a Program with Admin Rights without the Password (externer Link)


Display error

Deleting application data

If, for example, some columns or pop-up windows are no longer displayed, deleting the local application data can help. Please proceed as follows:

  • Open the following path in Windows File Explorer: %USERPROFILE%\AppData\Local

  • Delete the folder "pixi" or any files in the folder

In pixi Customer Service you can directly delete the local data of the application. Click Tools and select "Restore Default View".


Erasing Registry Data

If you have already deleted the application data but columns or windows are still not displayed correctly, please also delete the registry entries for the affected application. To do so, follow these steps:

Click Start and type regedit in the search field. Then click Search. On Windows, you can also enter regedit in the File Explorer address bar and press Enter.
This will open the Registry Editor.

You can find the pixi registry entries under the following paths:

32-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\Madgeniuses\pixi\
HKEY_CURRENT_USER\Software\Classes\VirtualStore\MACHINE\SOFTWARE\Madgeniuses\pixi\

64-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Madgeniuses\pixi\
HKEY_CURRENT_USER\Software\Classes\VirtualStore\MACHINE\SOFTWARE\Wow6432Node\Madgeniuses\pixi\

Windows 11:
HKEY_USERS\<User SID>_Classes\VirtualStore\Machine\Software\

Now delete the folders of the affected application.


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Connection error

When starting pixi, only a message is displayed and pixi doesn't open.


Could not connect to server

After moving the database to a different Server, the connection data changes. Please check in the registry, if the stored port is correct and change it, if necessary.

You can find the registry entries of pixi under the following paths:

  • 32-bit

    • HKEY_LOKAL_MACHINE/SOFTWARE/Madgeniuses/pixi/

    • HKEY_CURRENT_USER/Software/Classes/VirtualStore/MACHINE/SOFTWARE/Madgeniuses/Pixi/

  • 64-bit

    • HKEY_LOKAL_MACHINE/SOFTWARE/Madgeniuses/Wow6432Node/pixi/

    • HKEY_CURRENT_USER/Software/Classes/VirtualStore/MACHINE/SOFTWARE/Wow6432Node/Madgeniuses/Pixi/

  • Windows 11

    • HKEY_USERS/<User SID>_Classes/VirtualStore/Machine/Software/


If the port is correct, please check if the computer is connected to the Internet.


Timeout

When starting the pixi applications via the shortcuts, the message "Timeout launching ..." is displayed.


This message might be displayed for any of the following reasons:

  • Not all applications are located in the C:\pixi directory. Please move all applications into the pixi folder.

  • The C:\pixi directory may contain additional subfolders with pixi applications. If these applications are no longer in use, you can safely delete them.

  • If an application has been renamed, please revert it to its standard name or reinstall pixi on your system.

Start the respective pixi application from the root directory C:\pixi to circumvent the problem without an immediate bug fix.


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LOGIN denied

Restricted Application name

This message is displayed, if the name of the application has been changed. Please reset the name to the default value or re-install pixi on this computer.


Application: XXX.exe IP is blocked: XXX

You will see this message as soon as all workplace licenses are in use and you are trying to log on to a pixi application.
Close pixi on another computer so that a license is released and you can log on.



Asynchronous Socket Error 10013

This message is displayed when your local firewall or anti-virus application, e.g. AVG Antivirus, doesn't allow access to a pixi application. Please check, e.g., if the PPOS2.EXE of pixi POS is blocked and add it to the secure / trusted applications. If you have any questions, please contact the manufacturer of the firewall software or your administrator.


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Other issues

Failed to set data for 'LanguageID' / Failed to set data for 'UploadPDFtoDatabase' / Failed to set data for 'PDFArchiveFolder'

This message may be displayed after a Windows Update, which has made changes in user account control or user rights.

Edit the Properties of the application C:\pixi\pixiDesktopLauncher.exe by right-clicking the icon in Windows Explorer. Open the Compatibility tab and activate the option Run this program as an administrator. Now start the desktop application from pixi Web that previously displayed errors and make the settings that have not yet been saved successfully, such as setting the folder for saving PDF files. Afterwards, you can deactivate the option Run this program as an administrator to avoid the need for every user to confirm the execution of desktop applications as a Windows administrator.

Access Violation Error

This error message can occur when pixi is installed as a Windows administrator and then run as a user.

In this case, start the applications by right-clicking -> Run as administrator or re-install pixi via the appropriate user.


Application does not start

A pixi application may be terminated, but the process of this application is still running in the background. If this is the case, you can't log on to the corresponding pixi application because no login window appears when you open the application. Check whether a process of an already terminated pixi application is running in the Windows Task Manager and terminate it, if necessary. You can open the task manager by pressing the keyboard shortcut Ctrl+Alt+Delete on your keyboard and then selecting "Start Task Manager". Look for the process in the Process tab and close it. You should then be able to log on to the pixi application again.


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Application starts but the login window is not displayed

A pixi application may be displayed in the task bar, but no login window appears to log into pixi. Often, the cause is that the computer has been operated using multiple screens or the constellation of the connected screens has changed. The pixi application is then displayed on a screen that may not be connected at all. To move the login window back into the visible area, please follow these instructions:

  1. Start the relevant pixi application.

  2. Click the icon in the task bar.

  3. Press and hold [Alt], and then press [Space Bar].

  4. Then press the [V] button.

  5. Now you can move the window with the arrow keys on your keyboard until it appears on your screen.


Additional Checks

Check the Windows display settings to ensure no screen extension is active. If multiple monitors are configured in extended mode, disable the extension so that only one screen remains active. Then, start the application again—it should now appear on the visible screen.

In some cases, extremely high values for the window position (left alignment) may be stored in the Windows registry. The following registry paths may contain such entries:

HKEY_LOCAL_MACHINE\SOFTWARE\Madgeniuses\pixi
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Madgeniuses\pixi
HKEY_CURRENT_USER\Software\Classes\VirtualStore\MACHINE\SOFTWARE\Wow6432Node\Madgeniuses\pixi
HKEY_CURRENT_USER\Software\Classes\VirtualStore\MACHINE\SOFTWARE\Madgeniuses\pixi

Please review these paths and delete the folder entries of the affected application.

In rare cases, positioning data may be stored in other locations within the registry. In such cases, it is recommended to search the registry for "Madgeniuses" (without quotes), delete all related entries and subfolders, and then reinstall pixi.


Application doesn't start after successful login

It may happen that a pixi application does not start after logging on to the application. The process is displayed briefly in the task manager, but disappears automatically after login. If pixi is working on other computers, we recommend deleting the local application data and the registry data, as well as re-installing pixi.

If this doesn't help, we recommend that you re-install your computer completely, as there may be more serious problems.


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Application has caused problems since a certain day

If one or more pixi applications cause problems from a certain day, please proceed as follows:

Failed to set data for ,,LanguageID"

Access Violation Error
Delete Registry Data
Delete Application Data


If all of these proposed solutions do not lead to the desired result, there is the option to carry out a system recovery. However, we are not liable for any damages resulting from a system restoration. Please keep this in mind and / or consult your system administrator.


Unable to write to XXX_A.INI

In the pixi applications, it can occasionally happen that this error is displayed:

Unable to write to PaymentsClient_A.INI
Unable to write to CustomerCient_a.INI
...

This error usually occurs with the current Windows versions (Windows Vista, Windows 7). Usually after setting certain criteria, such as payment filter or setting for automatic payment matching. pixi wants to write a temporary file to a specific folder of your user account. However, this is denied due to missing user rights.

Even if your Windows user account has administrative privileges, this isn't the same as being the system administrator. In Windows, there are two varieties of administrators. A system administrator and, if so desired, a great many 'regular' administrators. Only the system administrator may change the permissions and the write protection of a folder assigned to another user. You now have the following options:


A: Run the appropriate pixi application as administrator:

Click on the symbol of the pixi application with the right mouse button. A context menu opens, in which you select "Run as administrator".


B: Disabling user account control:

  1. Open the Control Panel.

  2. Click User Accounts.

  3. "Change User Account Control Settings".

  4. Now, you have either a slider to slide or a checkbox that you can disable.

After this, it may be necessary to restart the PC so the changes made can take effect.


C: Write permission only for this file:

The INI files of the respective application, for example paymentsclient_a.INI, are stored in the directory "C: \ Windows". You must now give the user of the respective PC write permission for this single file. If the file does not already exist in the directory, you can create it manually. Please pay attention to the correct spelling and the file extension. As soon as this file is present and is set with the respective rights, the error message in the payment module should no longer appear.


Asynchronous socket error 10049

If this error is shown when starting a pixi application, the root cause most likely is missing or wrong access data in the Windows Registry. pixi needs correct data to connect to the pixi database.

This error can be shown after a Windows update, which caused changes in the Windows Registry. In this case pixi does not have access anymore to the database and the error is shown. Do this to solve the issue:

  • Run the registry file again—either the one you already have or one provided by pixi Support.

  • Re-enter the login credentials in the appropriate fields. For details, see Change DB credentials.

  • Reinstall pixi and enter the required credentials during the installation process.


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