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Kareo Help Center

Why is Kareo stuck when updating a new version?

When Kareo releases an update, you may be prompted to install a new version upon logging in to Kareo. If the program is stuck checking for a new version, certain hidden XML files may have been corrupted during the install and need to be deleted. 

Step 1

Follow the instructions below based on your operating system. 

Windows XP

  1. Open Folder Options by clicking Start > Control Panel > Appearance and Themes > Folder Options.
  2. On the View tab, under Hidden files and folders, make sure "Show hidden files and folders" is selected.  
  3. Click OK.
  4. Go to Step 2.

Windows Vista

  1. Open Folder Options by clicking the Start button > Control Panel > Appearance and Personalization > Folder Options.
  2. Click the View tab.
  3. Under Advanced settings, make sure "Show hidden files and folders" is selected.
  4. Click OK.
  5. Go to Step 2.

Windows 7

  1. Open Folder Options by clicking the Start button > Control Panel > Appearance and Personalization > Folder Options.
  2. Click the View tab.
  3. Under Advanced settings, make sure "Show hidden files, folders, and drives" is selected.
  4. Click OK.
  5. Go to Step 2.

Step 2

  1. Go to the C: Drive and follow this folder path: Users >  Your User Name or Computer Name > App Data > ROAMING > Kareo > Login.
  2. Delete a file such as this (with your username in the title): DefaultUsername.xml
  3. Log into Kareo again. If the system is still stuck, delete the following XML files:
    • C:\Users\Username\AppData\Local\Kareo\Kareo\Settings.xml
    • C:\ProgramData\Kareo\KareoSettings.xml

*If there are multiple users, check other usernames and delete those hidden files.

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