Troubleshooting

Contact Support

If you have any problems with GANT, please contact support@bioneos.com or call us toll free at 1-888-382-2850. We want to help!

Enable Logging

When contacting us, it is important for you to have as much information as possible about the trouble you are having. If GANT has opened successfully for you, please turn on logging by selecting "Logging Options..." from the "Options" menu:

A window will appear similar to this:

Be sure to check "Enable debug logging" and select a name for your log file using the "Browse..." button.

Then, if you notice an error with GANT, you may send us the log file which will contain helpful information to help solve the problem quickly.

Command Line Operation

When debugging problems with GANT, it may also be helpful to run GANT from the command line. Then, any errors that are thrown will be displayed in the command prompt window which you can copy and paste in an e-mail to us for help in resolving the problem. There are three steps:

  1. Open the Command Prompt
    In Windows, you may open a command prompt by clicking on the Windows "Start" menu and selecting "Programs" > "Accessories" > "Command Prompt".
  2. Run the Java Command
    In Windows, type "java -jar C:\Program Files\BioNeos\GANT\start-gant.jar" into the command prompt.
  3. Report the Error
    If there is an error with GANT, look at your Command Prompt and you should see an error. Select the error, copy it, and paste it into an e-mail to support@bioneos.com so we may help solve the problem.