Troubleshooting the Desktop App

Fix common Drylab Desktop problems: install and setup errors, projects that won't open, analyses that won't start and updates.

Find the message you see, then follow the fix. If a problem keeps coming back, contact support and mention your system (macOS, Windows or Ubuntu) and the app version shown at the bottom left of Get started.

Install and first launch

What you see	What to do
Windows setup: "Not enough disk space to install"	Setup needs about 8 GB free. Free up space and run the installer again.
Windows setup: "Not enough disk space to download the VM image: ..."	The message shows how much space the download needs and how much is free. Free up that much space and run the installer again.
Windows says your version isn't supported	Update Windows to version 1903 or newer.
Windows couldn't turn on virtualization	Restart your computer and run the installer again. If it still fails, turn on virtualization (VT-x, AMD-V, SVM or Intel Virtualization Technology) in your BIOS/UEFI settings.
Ubuntu installer: "No internet connection detected"	Make sure you're online and your network doesn't block the installer's connection check, then run the command again.
Ubuntu: the app doesn't open, "libwoff2dec.so.1.0.2" error	Run `sudo apt-get install -y libwoff1`, then open the app again.
Ubuntu with an NVIDIA graphics card: the window is blank, flickers or closes	The app already adjusts its display settings for NVIDIA drivers. If it still happens, sign out and choose Ubuntu on Xorg on the login screen.
Ubuntu: Drylab can't start analyses right after installing	Log out and back in once so the permissions the installer added take effect.
"Failed to load environments"	Check your internet connection and click Retry.

Preparing the environment

What you see	What to do
"Insufficient disk space" or "... requires X GB to install but only Y GB is available"	Free up space and try again. Each environment needs room for its size on disk plus the download and about 1 GB extra; the message shows the exact amount. Next stays disabled until there is enough room.
"Image download failed"	Click Retry. If it keeps failing, check your connection, then use Reset environment and sign in again.
"VM setup failed" or "Something went wrong (exit code: ...)"	Close and reopen the app. On Windows, click Repair installation, which keeps your data. If it still fails, click Reset environment.
macOS: "Network connection issue" or "Workspace setup failed" after Setting up your Drylab Workspace	Click Close App, check your internet connection, then open the app again.

For what Reset environment removes, see Reset the environment.

Opening projects

What you see	What to do
"Project path does not exist: ..."	The folder was moved, renamed or is on a drive that isn't connected. Reconnect the drive, or click Open or Create Project and pick the folder's new location.
"A project with this name already exists"	Project names must be unique across your Drylab account, including web projects. Choose another Project Name.
"Project name cannot be 'Default Project'. Please choose a different name."	Choose another name.
Windows: "The selected folder is not on a Windows drive and cannot be accessed by the analysis environment. ..."	Folders inside WSL (`\\wsl.localhost\...`) and on network shares can't be used. Copy the folder to a Windows drive, for example `C:\Users\<you>\Documents\`, and open it from there.
"Failed to load projects" or "Error opening project: ..."	Close and reopen the app. If it keeps happening, contact support.

Running analyses

What you see	What to do
The sandbox chip stays on Starting sandbox... or similar	The first start after opening a project can take a minute. If it shows "Workspace setup is taking longer than expected", go back to Get started (Open new project) and open the project again. If that doesn't help, restart the app.
"Failed to start workspace (exit code: ...). Please try reopening the project or contact support@thedrylab.com."	Go back to Get started (Open new project) and open the project again. If it still fails, restart the app.
"Workspace mount failed"	Drylab couldn't connect the project folder to the analysis environment. Make sure the folder still exists and you can open it, then reopen the project.
"The desktop app is not included in your plan"	Your plan doesn't include the Desktop App. Click Upgrade plan, or Open the web app to keep working in the browser. See Plans & Billing.
"We couldn't verify your plan"	Check your internet connection and click Try again.

Updates

The app updates itself. See App updates for how updates appear.

What you see	What to do
"Update Failed"	Close the message and keep working; the app checks again later. If it keeps failing, download the latest version from the download page and install it over the current one.
"Installation Failed"	Click Try Again. If it keeps failing, download the latest version from the download page.
"Signature verification failed. The installer package may be corrupted or tampered with."	Don't install it. Try again later, or download the installer from the download page.
"App no longer supported"	Click Download latest version and install it. Your project folders are kept.

Find the app's log files

Support may ask for the app's log file. It's on your computer:

System	Location
macOS	`~/Library/Logs/com.drylab.desktop/`
Windows	`%LOCALAPPDATA%\Drylab\Data\logs\drylab.log`
Ubuntu	`~/.local/share/com.drylab.desktop/logs/drylab.log`; installer logs are in `/var/log/drylab-desktop/`

Logs include your account email and file and folder names from your projects. Check them before you send them.

Still stuck?

Open Settings → Help & Support in the app and click Send Email or Book Call, or see Get Help.