Troubleshooting Dermi Atlas Manager Installation Issues

"Windows protected your PC" (SmartScreen)

Symptom: Blue warning window on Windows preventing installation.

Solution:

1. Click More info.
2. Click Run anyway.

"Application is damaged" (macOS)

Symptom: Error message saying "Dermi Atlas Manager is damaged and can't be opened."

Dermi Atlas Manager macOS builds are code-signed with a Developer ID Application certificate and notarized by Apple, so this message typically indicates an incomplete or corrupted download. Re-download the .dmg from the Dermi Portal first, then reinstall. If the error persists, use the fallback below.

Solution:

As a fallback, open Terminal and run:

xattr -cr /Applications/Dermi\ Atlas\ Manager.app

Gatekeeper Blocks Application (macOS)

Symptom: "Cannot be opened because it is from an unidentified developer."

A properly signed, notarized, and stapled build downloaded normally should not trigger this message, so it usually points to an incomplete or corrupted download. Re-download the installer from the Dermi Portal first; the steps below are fallbacks if the message still appears.

Solution:

1. Go to System Settings => Privacy & Security.
2. Click Open Anyway next to the blocked message.
3. Alternatively, right-click the app in Finder and select Open.

Linux .deb Package Dependency Errors

Symptom: Running dpkg -i reports unmet dependencies.

Solution:

Update the package index and resolve broken dependencies, then re-run the installation:

sudo apt update && sudo apt install --fix-broken -y

Linux Application Fails to Launch

Symptom: Application crashes or reports missing .so files (e.g., libwebkit2gtk-4.1).

Solution:

sudo apt install -y libwebkit2gtk-4.1-0

Note: Runtime dependencies are normally resolved automatically during .deb installation.

Linux dpkg Lock Error

Symptom: The installation fails because the package database is locked by another process, such as an unattended update or a package manager session running elsewhere.

Solution:

Wait for any running package manager operations to complete, then retry. If the lock file is stale:

sudo rm /var/lib/dpkg/lock-frontend && sudo dpkg --configure -a

License Key Not Accepted

Symptom: License activation fails with an error message.

Solutions:

• "Invalid license key": This message means the key was not found. Copy the key again from the Dermi Portal with the dedicated copy button and paste it into the license field.
• "This license key is already in use on another installation": The key is bound to a different device, and the license card in Dermi Portal shows which device that is. If that device is still available, open the Administration page in Dermi Atlas Manager on it and select Clear License under Maintenance, which releases the key so it can be activated on this installation. If the original device is no longer available, open the license in Dermi Portal and use Manage License => Revoke License instead. Revoking is permanent and destroys the key, so a new license key must then be generated in Dermi Portal and entered using Activate License.
• Entry Field: The license field accepts 20 characters across segmented boxes. Hyphens and spaces are removed on paste and letters are uppercased automatically, so the key does not need to be reformatted by hand. Activate License stays disabled until all 20 characters are present.
• Check Internet: Validation requires an active internet connection.

Admin Passphrase Page Appears at First Launch

Symptom: Dermi Atlas Manager opens on a full-screen Admin Passphrase page rather than the usual view.

This is expected, not a fault. The admin passphrase protects the Administration area on the host computer, which holds the deployment-wide settings, the account disable and enable controls, and the deployment purge. The page is shown once: at the end of a fresh installation, and at the first launch on an installation that does not yet have a passphrase.

Solutions:

• Passphrase length: Enter between 8 and 128 characters. A shorter entry is refused with "The passphrase must be at least 8 characters long." and a longer one with "The passphrase must be at most 128 characters long."
• No confirmation field: The passphrase is entered once; the Show passphrase checkbox is the way to check it before continuing.
• Save the recovery phrase: The next step shows a single-use recovery phrase and is the only time it is shown. Use Copy or Save to File and store it away from the host computer, then select "I have saved the recovery phrase" to finish.
• Where it is kept: The passphrase never leaves the practice's computer, so Dermi support cannot look it up or reset it.

For what the Administration area contains, see Atlas Manager Administration.

Admin Passphrase Lost

Symptom: The Administration page cannot be unlocked because the passphrase is not known.

Solutions:

1. Use the recovery phrase. On the locked Administration page, select Use Recovery Phrase. The Reset Passphrase drawer takes the recovery phrase together with a new passphrase. The phrase is single-use, and a new one is issued when it is used, so save the replacement in the same way.
2. Reset the passphrase record. If both the passphrase and the recovery phrase are lost, delete the admin.json file from the Dermi Atlas Manager application data directory on the host computer and relaunch the application, which returns to the setup page. The saved recovery document names the full path, and Dermi support can walk through the step. Filesystem access to the host is what proves custody in this case. No accounts, settings, licenses, or patient records are affected by the reset.
3. Reissue in advance. While the passphrase is still known, Reissue Recovery Phrase on the Admin Passphrase card issues a fresh phrase at any time and retires the previous one.

Note: Uninstalling Dermi Atlas Manager leaves the passphrase file in place, so reinstalling does not clear a forgotten passphrase on its own.

Related Resources

• Atlas Manager Administration for the admin passphrase, the Administration area, and the deployment purge
• Quick Start Guide for the full setup sequence from license key to the first account