When generating a chart, tree map or opening Quick Start steps I receive an error message

This error message could indicate that one of the components of Windows operating system (Microsoft Visual C++ 2012) has encountered a problem or is not installed on your computer.

Please follow the steps below to troubleshoot this issue. You may need to get in touch with your IT for assistance with the below steps.

  1. Check you Windows operating system bit version:

You can check this by right clicking on the ‘My Computer’ or ‘Computer’ icon in Windows explorer and selecting Properties. Note down the Windows operating system bit version (64 or 32 bit).

  1. Check NVivo bit version:

You can check the NVivo bit version by opening NVivo and going to File -> Help -> About NVivo. Note down your NVivo bit version (64 or 32 bit).

  1. Check to see if Microsoft Visual C++ 2012 is installed:

Please refer to the steps below based on your Windows operating system bit version and NVivo bit version determined in steps 1 and 2 above:

If you are using 64-bit Windows and 64-bit NVivo:

  • Open Windows Explorer and paste %WINDIR%/System32 in the address bar and press Enter.
  • Now look for files msvcp110.dll and msvcr110.dll in this folder

If you are using 64-bit Windows and 32-bit NVivo:

  • Open Windows Explorer and paste %WINDIR%/SysWOW64 in the address bar and press Enter.
  • Now look for files msvcp110.dll and msvcr110.dll in this folder

If you are using 32-bit Windows and 32-bit NVivo:

  • Open Windows Explorer and paste %WINDIR%/System32 in the address bar and press Enter.
  • Now look for files msvcp110.dll and msvcr110.dll in this folder.

 

If both or any of the above two files msvcp110.dll and msvcr110.dll are not found, please reinstall Microsoft Visual C++ 2012.

If you are using the 32-bit version of NVivo, download and install the file below:

http://download.qsrinternational.com/Software/NVivo11/Components/vcredist_2012_u4_x86.exe

If you are using the 64-bit version of NVivo, download and install the file below:

http://download.qsrinternational.com/Software/NVivo11/Components/vcredist_2012_u4_x64.exe

If the issue persists after reinstalling Microsoft Visual C++ 2012 or if the above-mentioned files are present on your machine, please submit a support request form at: http://www.qsrinternational.com/support/contact-support and provide us your system information as follows:

Windows 7/VISTA/XP

  • Open the Start menu and in the Run bar enter MSINFO32 and press Enter to open System Information
  • Go to File and select Save As and save the file to your desktop as Info.nfo
  • Attach the file to your support request form.

Windows 8

  • From the Start screen, start typing msinfo32 and click on the msinfo32 search result displayed
  • In the System information screen, click on File > Save and save the file to your desktop as info.nfo and attach it to your support request form

Windows 10

  • In the search box titled "Search the web and Windows" on the task bar (bottom left), start typing msinfo32 and click on 'System Information' in search results
  • In the System information screen, click on File > Save and save the file to your desktop as info.nfo and attach it to your support request form
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