I am receiving an error message when I open Nvivo and have clicked 'More Information'

Note: The below instructions apply if you received an error message in NVivo and clicked on the 'More Information' link in the error message to come to this page.

This error may occur in NVivo 11 for Windows 64 Bit if Lavasoft Web Companion is installed on your computer. Web Companion may have been installed as a standalone application on your computer or may have been installed as part of Ad-Aware.

Web Companion appears to interfere when NVivo tries to access the Microsoft SQL 2014 Server database, which is the database component used by NVivo, causing this error to occur.

To overcome this issue, you can either:

  1. Uninstall Web Companion OR
  2. Uninstall NVivo 11 for Windows 64 Bit and then install NVivo 11 for Windows 32 Bit 

Note, for information on the difference between 32 Bit and 64 Bit NVivo, please refer to the following FAQ link:

http://www.qsrinternational.com/support/faqs/whats-the-difference-between-the-32-bit-and-64-(1)


Option 1 Uninstall Web Companion

For details on uninstalling Web Companion, refer to the following link:

http://www.webcompanion.com/help

If the issue persists after uninstalling WebCompanion, it is likely that some components of the program are still installed on your computer. To check if these components are still installed on your computer, check the below two folders in your computer:

  • C:\Windows\System32
  • C:\Windows\SysWOW64

and look for a file named LavasoftTcpService64.dll in the above two folders.

If the LavasoftTcpService64.dll file is present in any of the above two folders, you will need to remove this file to complete the WebCompanion uninstallation process. We will suggest you get in touch with WebCompanion Support for assistance on how to remove this file as manually deleting/moving this file may cause system stability issues.

If you have removed Web Companion, and the file LavasoftTcpService64.dll is not present on your computer and you are still experiencing this issue, please submit a Support request for further investigation.


Option 2 Uninstall NVivo 11 for Windows 64 Bit and install NVivo 11 for Windows 32 Bit

  1. Deactivate your NVivo license key. For instructions, refer to the following FAQ:
  2. Go to your ‘Control Panel’ and choose ‘Programs and Features’.
  3. Uninstall NVivo 11.
  4. Download the NVivo 11 for Windows 32 Bit using the following link:
  5. Install and activate NVivo 11 for Windows 32 Bit.


Note, for information on the difference between 32 Bit and 64 Bit NVivo, please refer to the following FAQ link:

http://www.qsrinternational.com/support/faqs/whats-the-difference-between-the-32-bit-and-64-(1)


Note: The above instructions are applicable when the message in NVivo error logs is "Arithmetic operation resulted in an overflow"

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