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Welcome to product support



For issues, bugs, questions, and help regarding CursorNode, please contact support using the following email address. Trial users are very welcome too.

  com
@CursorNode.
support


Alternatively, you can make use of the product forum at https://forum.cursornode.com where we will provide answers to any questions. The Public Commons area allows you to post quickly and anonymousely without having to register.




Solutions to some common issues


Bullet point  CursorNode exits unexpectedly

This can happen for an out of date product version. The 1-readme.txt file in the program directory provides guidance on when an essential update for the product is required. The guidance should be followed to avoid interruption to the product use.


Bullet point  ERROR: A referral was returned from the server

This error pops up on CursorNode start if the program is out of date. For continued use, at least one update to the current version between mid-June and end-December is required. Failure to perform the essential update may result in a non-working product. This error also may occur if Windows is not up-to-date.

If everything is up-to-date but the problem persists, the following console command may correct the problem on Windows 10:

"C:\Program Files (x86)\Windows Kits\10\App Certification Kit\signtool.exe" verify /v /pa "C:\Program Files (x86)\Cursor Node\CursorNode.exe"

Signtool is a small program installed as part of Windows SDK. If you don't have it, the SDK can be installed from an official Microsoft download, and then uninstalled after use.


Bullet point  Cannot install using the downloaded ZIP file

To install, please extract the msi package from the zip file, then right-click the msi file and select "Install" from the context menu.

Double-clicking the msi package while it is still in the zip file may cause an associated archiving/compression program to open it. An install cannot be initiated that way.


Bullet point  Incompatibility with Windows 10 Ease-of-Access Cursor Scaling

CursorNode is not compatible with the cursor scaling feature found in Windows 10 release 1903 and later. This feature is accessed from:

  Start Menu right arrow Settings right arrow Ease of Access right arrow Cursor & pointer

It is recommended that CursorNode not be used with this feature. To return Windows to the state that CursorNode can work with, please do the following:

  1. Start Menu right arrow Settings right arrow Ease of Access right arrow Cursor & pointer right arrow drag size slider to the smallest

2. Right click start button right arrow Run right arrow Control Panel right arrow Mouse right arrow Pointers
    right arrow Customise: Normal Select
    right arrow Browse right arrow C:\Windows\Cursors\aero_arrow_[l or xl].cur
    right arrow Open right arrow Apply


Bullet point  Incompatibility with Virtual Machines

CursorNode is not designed for use in virtual machines. Although you can test run it in a VM briefly, you will not be able to license such an installation. Because of limitations of VM's, various features of CursorNode may not work properly. To evaluate the full capabilities of CursorNode, a real machine is needed.


Bullet point  Losing CursorNode program or cursor settings

CursorNode saves all settings it uses to the Windows registry at:

  Computer\HKEY_CURRENT_USER\Software\CursorNode

These settings are not deleted even if you uninstall CursorNode. If another program/process on your PC is deleting or changing data under this registry key, it will cause CursorNode to lose/forget its settings.

To correct this issue, please stop any other program from manipulating this registry key, or add CursorNode and the registry key to the program's exclusion list if it has one. A good place to start is to check if any antivirus software is configured to delete new and unrecognized registry keys.


Bullet point  The CursorNode installation process is failing

Check your antivirus errors and logs to make sure the AV software isn't blocking the installation. CursorNode is released without virus. If you download the installer from our site, then you are perfectly safe. In that case, any alert from the antivirus is a false positive. To allow the installation to succeed, you may have to make an AV exclusion rule for the installer process or files, or temporarily disable the AV software.

If you don't want any AV false positives and don't mind reduced functionality, you can use the CursorNode Pure64 edition. More information is available from the Version Information page.


Bullet point  CursorNode doesn't seem to work or do anything, or it has stopped working

Check your antivirus errors and logs to make sure the AV software isn't blocking any CursorNode files. Some AV software may block CursorNodeExt.exe, CursorNodeExt2.exe, components/Interface.1, or components/Interface.3. To allow CursorNode to run normally, you may have to make an AV exclusion rule for these files. On some AV's, you may also need to make an exclusion rule for the in-memory process of these files. Please consult your AV vendor or manual on how to create these rules.

The CursorNode program is built, tested, and released without virus. You can verify the installed files are genuine as we have released them by comparing their SHA256 checksums against our published data. Any alert from your AV on a genuine file can be treated as a false positive.

You are welcome to submit any CursorNode files to your AV vendor for white listing, thereby eliminating any false positive nuisance. The AV vendor may assign extra weight for submissions made by their paid customers.

If you don't want any AV false positives and don't mind reduced functionality, you can use the CursorNode Pure64 edition. More information is available from the Version Information page.


Bullet point  [Windows 7] Very slow start of CursorNode or its Setup MSI package

This happens on a non-updated Windows 7 or on a Windows 7 system that isn't connected to the internet. This is just a limitation of Windows 7, and there is nothing wrong. Please be patient and things will get going eventually.

If the internet is available at the moment of CursorNode or Setup package start, then Windows 7 will pull in all the security certificates it needs from official certificate authorities. This will then allow Windows 7 to identify CursorNode or its Setup package as from a recognized publisher. Thereafter, everything will work quickly and normally.

A side effect of slow starting is that the option "Panel-tab >> Interfacing >> Administrator mode" may not work. This is because the administrator mode CursorNode must be started within 6 seconds or the attempt will be abandoned.


Bullet point  [Windows 7/Vista/XP] Highlighter shadow

When using a highlighter cursor on legacy Windows version, a black shadow may follow the highlighter cursor in a game window. If the game is busy loading, the shadow may end up "painting" a large part the window black. This issue is caused by non-optimum Windows display settings. To correct this, please apply the following settings:

  services.msc right arrow Desktop Window Manger Session Manager right arrow General right arrow Startup type right arrow Automatic

Control Panel right arrow System right arrow Advanced system settings right arrow Advanced right arrow Settings right arrow Visual effects right arrow Adjust for best appearance

The following variation will also work:

  services.msc right arrow Desktop Window Manger Session Manager right arrow General right arrow Startup type right arrow Automatic

Control Panel right arrow System right arrow Advanced system settings right arrow Advanced right arrow Settings right arrow Visual effects right arrow Custom

Tick "Use visual styles on windows and buttons"
Tick "Enable desktop composition"

After saving these settings, please restart windows and then double check the settings are still there because sometimes the save may fail with no warning.


Bullet point  CursorNode appears to work on the Windows desktop but doesn't work in this window / program / game / app

It is possible the program you want to use is running in administrator mode and CursorNode doesn't have the necessary privileges to interface it. A program started directly from its setup installer usually runs in administrator mode. To work with that, CursorNode has to be restarted in administrator mode. Right-clicking the CursorNode program shortcut will bring up a menu with the "Run as administrator" option.

Another situation in which CursorNode does not appear to work is when a game is running in exclusive full-screen graphics mode, and the chosen CN cursor is too large. The exclusive full-screen mode places a restriction on the cursor size. The maximum cursor size allowed could be somewhat arbitrary. To work out what your system is capable of, simply start with a small cursor and then size it bigger until the cursor stops showing in the game. If you want to use a cursor size larger than what the exclusive full-screen mode allows, you will have to run the game in windowed or windowed-full-screen (borderless) mode.

Windows Store apps, as well as programs categorized as store apps such as Microsoft Edge (in app mode), Windows 10 Calculator, Windows 10 Start Menu, etc are sandboxed by strong security. This prevents other programs from adding enhancements for them. For these apps, CursorNode will only render a cursor at the standard size of 32x32 or 64x64 pixels depending on the DPI designation of the Windows installation. The Highlighter cursors are fully compatible with these apps. You may want to use the highlighters instead.


Bullet point  Downgrading

If you run into problems with the latest release of CursorNode, you can try downgrading to a previous release that we have determined to be stable. The stable version is available for download from the Version Information page.

Downgrading is only intended as a temporary measure. Users encountering problems are encouraged to submit reports to Support. This is the quickest way to have problems fixed. All we need to know are the Windows version and the name of the program CursorNode is having trouble with. Support is available for both licensed and trial users alike.

Old version of CursorNode will be withdrawn as time passes. Users who rely solely on the downgraded version will end up not having access to a usable version as we move forward with releases and withdraw old versions.




Licensing issues


Bullet point  New license is invalid/expired

This can happen if CursorNode is out of date and not recognizing a changed license code format. Updating to the current program version will fix the problem.


Bullet point  Deleting or replacing a license

If for some reason you want to replace the license you are using with another license, you can manually delete the following file:

C:\Users\[user name]\AppData\Local\Cursor Node\CursorNode.dat

Where "[user name]" is your actual Windows user name. Note that AppData could be a hidden directory on your system. Even if you cannot see the directory, you will be able to access it by entering its path in the Windows file explorer. Once the .dat file is deleted, CursorNode will become unlicensed after a program restart, and will allow you to enter another license in the Info-tab. You can also re-enter your existing license if you just want to check the validity of it.


Bullet point  Retrieving a license

If you lose your license, you can retrieve it by sending a request to Support. Your email address should match the original address that received the PayPal receipt when you made the purchase. We use the email address to identify the owner of a license. Therefore, you do not need to provide other identification information if you contact us using the appropriate address. However, if your original email account is lost, then you can use an alternate address. In that case, we will take additional steps to validate you as the rightful owner of a license.


Bullet point  Program #L0003 Network error

The CursorNode program is unable to contact the licensing server. Often, this is because the local firewall is blocking access. In that case, granting internet access to "CursorNode.exe" will resolve the problem. For an activated CursorNode installation, internet access is not required beyond activation. For an installation that uses a subscription, ongoing but intermittent internet access at user selectable interval is required.

On rare occasions, this error can be caused by external issues, such as loss of internet connection to the ISP, or that our server is down. External issues can be diagnosed by visiting our websites. If either of our main and forum websites remains accessible (be sure to use the browser refresh button to exclude a locally cached copy), then there are no serious external issues affecting the licensing service.

CursorNode only needs to access port 443 on cursornode.com and srv1.cursornode.com. You can configure your firewall to restrict access only to these URL's and port if you so wish. These URL's are fixed. However, the underlaying IP addresses may change because we may relocate the server to different commercial data centers to improve network reliability and speed. The reason two URL's are used is for fault tolerant redundancy.


 
 

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