Frequently Asked Questions - Support
Before contacting Tech Support, make sure you are running the latest update of the software
for the version you have.
When I launch my software, I receive an Authorization Failed message.
What is the difference between Gorilla and Chimpanzee?
How can I save my Gorilla Schedule to send to another Gorilla user?
How can I load a Gorilla Schedule sent to me by another Gorilla user?
I received a message that I need to update to the latest version of Gorilla 6. How do I do this?
OS X Mojave (10.14) Compatibility.
I just upgraded to StoryO 3 from version 2. How do I access my Paradigms from version 2?
Do you have discounts for students?
Do you have a manual?
On Windows, I receive a "program can't start because VCRUNTIME140.dll is missing" message. How can I fix this?
On Windows, I receive a "This app can't run on your PC. To find a version for your PC, check with the software publisher." How can I fix this?
On Macintosh, upon launching I receive a "file not modifiable error". How can I fix this?
On Macintosh, upon launching I receive a "To open Runtime you need to install the legacy Java SE 6 runtime."
When I try to open a schedule or a budget file it asks for a password. I don't remember assigning a password.
Answers
When I launch my software, I receive an Authorization Failed message.
If you receive this message upon launch, you have exceeded your installs allowed for the software, which is usually 2. If
you are certain the software is only installed on 2 machines, please contact us. Sometimes an operating system upgrade can count
as a new install. We can fix this easily, and clear an authorization so you can launch the software.
Offline Mode
If you work Offline often, you can disable the authorization message that pops up upon each launch (Gorilla 6.8.3 and above only).
From the Project Manager screen, select the Extras pull-down menu, then select Register, then Authorize Module.
On the bottom left-hand side check the box for Offline mode. You will have 30 days to authorize Gorilla either through the Internet
button or if you are not online (or if there is an issue with our Authorization Server), manually, by contacting us by phone or
e-mail with your Machine ID and Challenge Code.
Authorization Server Error
Another possibility is that there is an issue with our Authorization Server, which is rare. You can also set Gorilla into Offline mode
if you are sure you are connected to the Internet and still receive this error.
How can I save my Gorilla Schedule to send to another Gorilla user?
1. From the Project Manager screen, select the SAVE button (blue disk icon) next to the schedule you want to save.
2. If you want to save the schedule in the MY SCHEDULES folder, make sure the checkbox for this is checked.
Otherwise, de-select this checkbox to save the schedule to a location on your hard drive that you specify (cannot be Drop Box or a networked drive, the location must be local to your computer: Documents, Desktop, etc.).
3. Click Save.
4. If the schedule is automatically being saved to the MY SCHEDULES folder, the file will save there automatically. Otherwise, you will be prompted to select a save location.
5. You can them copy this file (USB, Flash Drive, Drop Box) so that you can access it on your second computer or e-mail it as an attachment to another Gorilla user.
How can I load a Gorilla Schedule sent to me by another Gorilla user?
To Load your Gorilla 6 Schedule:
1. From the Project Manager screen, select the “New or Load Schedule” button.
2. Select the “Load Schedule” button.
3. If you saved your Gorilla Schedule file in the My Schedules folder, you will see it in this list.
4. Click it to load it.
5. If you did not save the file in the My Schedules folder (or if someone sent you the schedule), then click on the “Load Schedule from Hard Drive” button.
6. Locate the file and click OK.
I received a message that I need to update to the latest version of Gorilla 6. How do I do this?
From time to time we release free updates to all our software, usually once a month for Gorilla. These are free updates.
You can download the Updater for the software you are updating on our Downloads page (under the Support pull-down menu). Make
sure you download the Updater and not the full installer! The full installer will overwrite your existing copy
and in doing so will delete your saved schedules and budgets if they are in that folder. We strongly recommend Watching the Gorilla Updater Video.
I just upgraded to OS X Mojave (10.14) and my program does not launch or quits.
The following programs do not work with High Sierra (10.13) or Mojave (10.14):
Gorilla 5.6.2 and below.
Chimpanzee 1.8.2 and below.
Koala Call Sheets 1.1.0 and below.
StoryO 2 and below.
The Gorilla Ratebook 2017 Edition and below..
I just upgraded to StoryO 3 from version 2. How do I access my Paradigms from version 2?
The Paradigm module was removed from StoryO 3. If you upgraded from StoryO 2 using the StoryO 2.x to StoryO 3.x Updater and you had
created Questions and Answers in the Paradigm module, you can still access your data. To do this, from the Projects screen, select the Edit
button (three grey dots) for the project. Select the 'Edit Details' button. Then select the 'Save Info' tab'. Click on the 'Outline (Version 2)'
button. You have three options: Create a Timeline based on the Paradigm (Q&A) entries for your project, Print your Outline, or Export your
Outline.
Do you have discounts for students?
We do! You need to be currently enrolled in a K-12 school or college or university. There are limitations on Academic editions. For more info click here
Do you have a manual?
We do not have manuals for our software. We found that users simply didn't use them. There's always the occasional few who ask for a manual, but since we are constantly adding new features, it just didn't make much sense to have a manual. We do have free training videos for all our software
and if you have a question, you are welcome to Chat us or e-mail us at support@junglesoftware.com
On Windows, I receive a "program can't start because VCRUNTIME140.dll is missing" message. How can I fix this?
This occurs on Windows systems when the DLL library is corrupt or is missing some files. Here are some possible fixes, but you should Google this error to find one that will work for you. Windows DLL Error Fix
On Windows, I receive a "This app can't run on your PC. To find a version for your PC, check with the software publisher." How can I fix this?
To fix this, you need to change your Windows security settings. Select the START menu, and type: user account control settings.
Select the “Change User Account Control settings” option. Change the setting to: “Never Notify”.
You can change this setting back to where it was, AFTER you install and successfully launch Gorilla, Chimpanzee, or any other Jungle product.
Here is video that explains how to do this. Change Windows Security Settings
On Macintosh, upon launching I receive a "file not modifiable error". How can I fix this?
Sometimes Macs change the permissions of files upon installing in the Applications folder. Gorilla, and other Jungle Software products
needs full Read and Write Privileges in order to launch and run properly. Sometimes Macs change permissions on files and folders upon
installation. So, to check the permissions, please follow these instructions:
Note: The instructions below use Gorilla as the application. If you are having this issue with Chimpanzee, StoryO, Koala Call Sheets, or The Gorilla Ratebook, the concept is the same.
1. Go to your Gorilla 6 folder in your APPLICATIONS folder (if another product, go to that PRODUCT FOLDER in your APPLICATIONS folder).
2. Open this folder and locate the Gorilla 6.8.x folder (or different version). Again if this is a different product, go to that folder.
3. Select (click only once) on the Gorilla icon.
4. From the File pull-down menu select GET INFO.
5. On the bottom of the screen from the Sharing & Permissions section make sure all 3 Names are set to Read & Write.
6. Now go back to your Gorilla 6 folder (not the Gorilla 6.8.x one, but the Gorilla 6 folder in Applications).
7. Select the folder once.
8. Select File - Get Info again.
9. Then unlock the LOCK (bottom right).
10. Select the GEAR button with the little arrow on it (bottom right), and select “Apply to Enclosed Items”.
11. Then RESTART YOUR COMPUTER! This is important!
12. Then try launching the program.
If you still have issues, your Mac’s security settings are not allowing the APPLICATIONS folder to have Read and Write privileges, which is what is needed for Gorilla (or Chimpanzee, etc.) to run.
Try moving or re-installing Gorilla onto the Desktop or another folder which has full Read and Write privileges.
On Macintosh, upon launching I receive a "To open Runtime you need to install the legacy Java SE 6 runtime."
If you are running an older version of Gorilla (5.6.2 or below), or Chimpanzee (1.8.2 or below), Java is required. Apple stopped the release of
Java in their later operating systems, but if you are using OS X El Capitan or earlier you will need to install the legacy version of Java.
You can download it by clicking this link. Legacy Version of Java for Mac
When I try to open a schedule or a budget file it asks for a password. I don't remember assigning a password.
All schedule and budget files must be opened within the Gorilla or Chimpanzee program. A file cannot be double-clicked to open it.
Launch Gorilla or Chimpanzee first. If you see the schedule or budget listed in the Manager screen, then click it once to open. If the file is
saved on your hard drive in another location (someone sent it to you or it is saved in another location), then click on the New or Load Schedule or
Budget button, then select the Load Schedule or Load Budget button, then select the Load Schedule or Budget from Hard Drive button, and
locate the file to load.
Here is video that explains how to do this. Loading a Gorilla Schedule