Hello, try to start the software as admin.

both accounts are admin accounts there is not difference between them

I was saying to try to click right mouse button on the software icon and choose "run as administrator"

Hello Ian, 

thank you for your message. I am sorry for this inconvenience. 

Could you please attach a screenshot of the error you get?

Thank you in advance. Kind regards.

I have tried the right click and run as Admin no difference.

Screen shot attached

any further suggestions since my attached screen shot?

Ian, did you try do as requested by the program (download another copy and reinstall)?

Hello Ian, 

Please, try the following:

- Open the windows start menu or press the Windows Key + R and search for cmd.exe and run it.

- In the Command Prompt enter following command:

lodctr /R

- Press enter

Let me know if this helped. Kind regards.

when I do this I get

Error: Unable to rebuild performance counter setting from system backup store, error code is 5

Hello Ian, 

you are receiving this error because cmd.exe was not started as administrator. Please try this procedure again, and please run cmd.exe as administrator. 

Plese keep me informed about the result. Kind regards. 

I now get the same but with error code 2 rather than 5

ok closing firefox and then running I get a message that it has successfully rebuilt from backup store.

Then run Website X5 again and still get the orginal error message

Hello Ian, 

please try and re-install all Visual C++ and .Net Framework.

Visual C++

2010 - https://www.microsoft.com/en-US/download/details.aspx?id=5555
2012 - https://www.microsoft.com/en-US/download/details.aspx?id=30679
2013 - https://www.microsoft.com/en-US/download/details.aspx?id=40784
2015 - https://www.microsoft.com/en-US/download/details.aspx?id=48145

Framework  4.6.1

https://www.microsoft.com/en-US/download/details.aspx?id=49982

Then start the program as administrator.  Also, if you have the possibility, try and intall the software on another PC so to start working with it while we are solving the issue. 

Kind regards.

Can you please follow the thread before offering advice "Also, if you have the possibility, try and intall the software on another PC so to start working with it while we are solving the issue."

You will see that it is working on this PC with a different user account ..... this surely is something profile related.

Will not Visual C++ and Framework be the same on both profiles?

When I tried to update the links it said that the versions being installed are old than the current version on my machine.

Hello Ian,

It depends more on the configuration of the specific profile than the frameworks itself and generally by reinstalling them these should be set to the default values.

Try please to uninstall the Visual C++ libraries and then uninstall also the program and reinstall it without installing before the Visual C++ libraries so the program will try to install these and probably this will reset the configuration to make it work correctly.

Please keep me updated.

tried it uninstalled everything you said, reinstalled the programme and have exactly the same error

Any update please

Hello Ian,

Do you have any program installed only on one of the 2 windows users on your computer?

Which difference in the settings you have between the 2 users?

Many thanks!

No both have exactly the same programmes installed, and both have administrator access

Hello Ian,

In this case please try to copy the content of the appdata folder under the new usr and paste it in the appdata folder under the old user in windows except for the templates folder and then test it again.

Many thanks!