Installation failure.

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RGC
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Installation failure.

Fri Nov 01, 2019 1:26 am

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nick.bolton
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Re: Installation failure.

Fri Nov 01, 2019 7:09 am

Hi, can you try a later version 4.3.5
https://www.firetrust.com/products/hide ... n/download

It seems odd that something would be restricting access to write to that folder though, and I'm pretty sure we don't even use that folder in the install.
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nick.bolton
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Re: Installation failure.

Sun Nov 03, 2019 8:28 am

Did you manage to get the later version installed? We've worked out that something (probably your antivirus) is preventing the installation of HideAway in to the normal folder, so it's tried to use an alternative folder.
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RGC
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Re: Installation failure.

Wed Nov 06, 2019 10:02 pm

Same result
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rusticdog
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Re: Installation failure.

Wed Nov 06, 2019 10:57 pm

Was this a machine that was updated from an earlier version of Windows to Windows 10 ?

If you go into C:\Users\RGC\AppData\Local\HideAway if there is a file named SquirrelSetup.log, it would be great if you can send us that to forum@firetrust.com


For reasons unclear, it's trying to create a folder in ProgramData under your username instead of the regular folder mentioned above.

The quick fix would be to manually go into C:\ProgramData\ and create a new folder, name it RGC, then rerun the installer. Assuming that works, then getting another copy of the newly created SquirrelSetup.log would be great too.


I can see a bunch of posts from other users having similar issues with other programs, just not clear on the cause yet.


Cheers
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RGC
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Re: Installation failure.

Thu Nov 07, 2019 4:44 am

There is no Hideaway folder in Appdata\local but there is a folder called "squirrelTemp" which contains a file called "SquirrelSetup.log".

My PC is using Win7.

I manually created the RGC folder as you suggested, but still no joy.
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nick.bolton
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Re: Installation failure.

Thu Nov 07, 2019 7:39 am

Hi, it's a permissions issue. Can you let us know what antivirus program you're using?
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RGC
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Re: Installation failure.

Fri Nov 08, 2019 12:10 am

Malwarebytes + MS Defender
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nick.bolton
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Re: Installation failure.

Fri Nov 08, 2019 7:53 am

Thanks, well that's about as vanilla as they come - so the issue isn't there.

Does this help? https://support.microsoft.com/en-nz/hel ... s-security
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RGC
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Re: Installation failure.

Fri Nov 08, 2019 8:45 am

That feature applies to Windows 10
The is no "settings" option on the Win7 start menu.
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nick.bolton
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Re: Installation failure.

Fri Nov 08, 2019 9:05 am

Sorry about that. I did a search on that error and there's others with it (Win 7 and 10).

Can you go to Windows Start>>, then type run, and hit enter when you find the run.exe program
Then in the run window type %APPDATA%\HideAway and click Enter

Does this let you access this folder? Or does an error come up?

What about %LOCALAPPDATA%\HideAway ?


Alternatively, can you right click on the installer and set to 'Run as Administrator'
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RGC
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Re: Installation failure.

Sat Nov 09, 2019 12:59 am

Still no joy.
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nick.bolton
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Re: Installation failure.

Sat Nov 09, 2019 8:39 am

Thanks, can you get to %APPDATA% or %LOCALAPPDATA% by themselves?
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RGC
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Re: Installation failure.

Sat Nov 09, 2019 12:39 pm

Yes.

%APPDATA%
C:\Users\RGC\AppData\Roaming

%LOCALAPPDATA%
C:\Users\RGC\AppData\Local
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nick.bolton
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Re: Installation failure.

Sun Nov 10, 2019 9:39 am

Just checking you tried to right click on the installer and selected 'Run as Administrator'?

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