Unable to connect to Telewindows from the G2 tray icon

Overview

This article will help you resolve the error: Unable to obtain Telewindows location from the registry (like in the image below), which you may face when trying to connect to Telewindows from the G2 tray icon.

Environment: G2 2021 x64

Solution

<supportagent> This is a known product defect, escalated to the engineering team. </supportagent>

The issue is resolved by adding a 32-bit registry key for Telewindows (copied from the 64-bit key), as shown in the image below. Please follow the steps below to resolve the error:

1. Make a backup of the registry HKEY_LOCAL_MACHINE
2. Copy the registry key
   From:
   

   HKEY_LOCAL_MACHINE\SOFTWARE\Gensym\Telewindows

   To:
   

   HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Gensym\Telewindows

   

Testing

After copying the registry, try to 'Connect Telewindows' using the G2 tray icon. The error message shouldn't show and Telewindows should connect.