Registry error after installing new client console

Last update: 2022-11-08


Adobe Campaign Classic

Post upgrading the Windows version, an error occurs related to the registry key looks similar to error message:

Unable to find HKEY_LOCAL_MACHINE\SOFTWARE\Neolane|NL_5\nlclient\


Below are some steps that you can follow to resolve this error:

When you install
Right-click the setup file and select Run as Administrator, just to make sure it tries to use full admin rights.

If above does not work, then try below approaches:

Clear the hard cache
Please follow the below steps to clear out the hard cache:

  1. Close the console.
  2. Open the folder C:\Users\Windows Username\AppData\Roaming\Neolane\NL_5.
  3. Delete all the xml files except nlclient_cnx.xml and delete the nlclient sub-folder.
  4. Then restart the console to if that is successful.

Remove a key in your computer’s registry

Use the windows registry editor (regedit) to remove the key Computer\HKEY_LOCAL_MACHINE\Software\Neolane.

How to access this key:

  1. In Start menu type regedit in the section Search programs and files.
  2. A new window opens saying, “Do you want the following program to make changes to this computer” then say Yes.
  3. Registry Editor opens in a new window.
  4. Delete the following key: Computer\HKEY_LOCAL_MACHINE\Software\Neolane.

Then restart your computer, and then reinstall Neolane.

Last method
Also, in the past all the issues related to this error were resolved by following the below mentioned steps:

  1. Close the console.

  2. Go to the appropriate path depending on the OS you have on your local machine, for XP: C:\Documents and Settings\Application Data\Neolane\NL_5 and for Windows 7/10: C:\Users\Windows User Name\AppData\Roaming\Neolane\NL_5.

  3. Delete all files and subfolders inside this folder except nlclient_cnx.xml. Please ensure that you do not delete the file nlclient_cnx.xml.

  4. Check if you still face the error. If not, the problem is resolved. If you observe the problem again, please redo steps 1 through 3 and then continue with step 5.

  5. Uninstall the client, delete both the following registry entries below, then reboot and reinstall the client:HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\DirectDraw\MostRecentApplication


This has many subfolders/entries relating to various forms and other items, so just delete the whole folder.
Note: If it’s a 32-bit Windows, then ignore the Wow6432Node\ subfolder, since it doesn’t exist in 32-bit Windows.

Note: It is important to make a registry backup or create system restore point before performing these tasks.

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