FAQ – Frequently asked questions
Can I try before I buy?
Yes. When you download and install the Facad software the first time, you will be entitled to a 30 day free trial period.
How can I download the Facad software?
By filling out a contact form, you will receive an email from us with instructions how to reach our download page.
How much does the software cost?
By filling out a contact form and requesting pricing information, you will receive an email from us with information about prices.
You can also ask your local dealer for pricing information.
Error message: No valid license found. Patients can not be created or opened.
If you are getting an error message from the FACAD software that says
No valid license found. Patients can not be created or opened.
then you need to request for a new license or a demo period manually.
How can I get a user license?
When Facad has been installed, a file called FacadInstallationInfo.zip is generated on your computer’s desktop. Locate and attach this file to an email to firstname.lastname@example.org together with information about your clinic and what kind of license you are requesting.
If you cannot locate this file, select the menu item Help>Technical support in Facad, and Save a support zip file on your computer’s desktop. Attach this support zip file to the email instead.
How can I receive technical support?
If you have a local dealer, contact them. If no local dealer is available, send an email to email@example.com.
Describe the problem in detail together with information about any error messages.
Snapshots of the software problem is often very helpful, use the Windows function Snipping tool for that.
A support zip file is also very helpful. To generate such a file, select the menu item Help>Technical support in Facad, and Save a support zip file on your computer’s desktop. Attach this support zip file to the support email.
We want to move the entire (stand-alone) Facad installation to a new workstation. How can we accomplish that?
This step-by-step description assumes that Facad is installed in the standard installation folder
- Copy the folder
Facadwhich is directly on the C drive on the old PC to a moveable media, such as a USB memory or a portable hard drive.
- Copy the folder
Facadfrom the USB memory or portable hard drive to the new PC. Save it directly on the C drive on the new PC.
- Start Facad on the new PC from the location
C:\Facad\Program\Facad\Facad.exe(ignore any error messages).
- Generate a support zip file: Help>Technical support in Facad, and Save a support zip file on your computer’s desktop.
Attach this support zip file to an email to firstname.lastname@example.org together with information about your support case, and wait for response from us to update the license.
We have moved the entire Facad installation to a new server/workstation. How can we get the software working again?
Start by generating a support zip file from Facad. This can be done also without a valid license.
Select the menu item Help>Technical support in Facad, and Save a support zip file on your computer’s desktop. Attach this support zip file to an email to email@example.com together with information about the technical issue.
Attach as much information as possible about new server names and changed addresses to the shared folder where Facad is installed.
Addresses are preferred in UNC format (
Activity logging can be activated by the local IT administrator so that activities in Facad are logged:
- who has accessed which patients and images,
- where (from which computer), and
- when (time stamp)?
The activation of activity logging is described in a separate document; Facad Activity Log Guide.
Troubleshooting for IT administrators
Troubleshooting for IT administrators can be found in the Facad installation manual
Older versions 3.7-3.8: Facad or the installer program does not start (.NET issues)
If you are having problems with installing the FACAD software or running FACAD after installation that looks like this:
- the installation software does not start at all
- the installation software is extracted, but the installation program does not start
- Facad does not start
then your PC is probably missing important requirements.
FACAD version 3-7-3.8 require that both Microsoft .NET Framework version 2 and version 4 are installed.
Problems with Windows 10, Windows 8-8.1
- The .NET version 4 is included in these operating systems.
- The .NET version 2 might not be “turned on”, follow the instructions below to enable .NET version 2.
- Open the Control Panel and select (or search for) “Program and Features”.
- Click on Turn Windows features on or off.
- Here you can see .NET Framework 3.5 (includes .NET 2.0 and 3.0) as a feature and by default the feature is disabled.
- Enable this feature completely + OK.
- This will download the entire package from the internet and install the .NET Framework feature.
Problems with Windows XP
- Check that .NET versions 2 and 4 are installed.
If the .NET version 2 and/or 4 are not installed, here are some links that enables download and installation of
Microsoft .NET Framework version 2
Microsoft .NET Framework version 4