Firetrust Support Forums

Hello all,
Today HA updated to version 4.23.0 and chrashed... (HA generated a chrash-report).
Tried reinstalling HideAway-4.19.1 (I know, old version but had no intermediate versions available) but during reinstalling-attempt automatic checking for updates resulted in 4.23.0 again with same result...
(W10, 16 Gb, 500Gb)
Anyone else with the same problem?

Hi

Sorry about this, we've not seen any other crash reports. Yes it auto-updates.

Can you share your crash reports and any other info to me at [email protected]

Not 4.23.0, but 4.23.3

It gets as far as the opening screen and goes no further (see attachment)
.

It's been like this for weeks. I tried reporting it a while back but got no response from Firetrust.

I've tried uninstalling/installing it several times but to no avail. actually, uninstalling it is difficult. It just doesn't want to leave - a bit like Hotel California. I'like to try an earlier version but I don't think I have one any more.

Hi

Sorry you've been having problems - we do reply to all emails so it's odd you haven't had a reply.

Happy to help here though.

Are you using Windows 7? It won't work on Windows 7 any longer sorry.

With uninstalling, you need to restart afterwards to remove the driver properly. Then you can install it again. Did you try that?

If you're ok with using the command line, you could try this

------

Click Windows start -> type cmd -> right click -> choose “run as
administrator",



then type (or copy/paste) the following and press enter after each line

Restart Computer (not Shutdown)

Run cmd as Administrator

Type



Should say something like

[SC] EnumQueryServicesStatus:OpenService FAILED 1060:
The specified service does not exist as an installed service.


Run cmd as Administrator
Then type

Should say something like

SERVICE_NAME: hideaway
TYPE : 1 KERNEL_DRIVER
STATE : 4 RUNNING
(STOPPABLE, NOT_PAUSABLE, IGNORES_SHUTDOWN)
WIN32_EXIT_CODE : 0 (0x0)
SERVICE_EXIT_CODE : 0 (0x0)
CHECKPOINT : 0x0
WAIT_HINT : 0x0


Run HideAway

Redirect: All Computer

to: USA, Los Angeles

Go to https://ipinfo.io confirm it works

Thanks Nick, I’ll try that tomorrow.

I’m using Win 10.

Cheers,
Ron

Hmm, well, that didn't work.

Running sc query hideaway after the restart gave this:

Microsoft Windows [Version 10.0.19045.6216]
(c) Microsoft Corporation. All rights reserved.

C:\WINDOWS\system32>sc query hideaway

SERVICE_NAME: hideaway
TYPE : 1 KERNEL_DRIVER
STATE : 4 RUNNING
(STOPPABLE, NOT_PAUSABLE, IGNORES_SHUTDOWN)
WIN32_EXIT_CODE : 0 (0x0)
SERVICE_EXIT_CODE : 0 (0x0)
CHECKPOINT : 0x0
WAIT_HINT : 0x0

C:\WINDOWS\system32>

Which is what I expected a tad later.

I did note that on restart it asked about running setup again. Maybe I made the mistake of saying yes becasue nothing seemed to happen after the previous command with the -u option.

I'll try again.

Hi Nick,

I tried again this time not allowing Hideawy to install after restart and I got the right responses.

However, there's been no change in how Hideaway works. It still stops at the same screen I mentioned earlier.

Cheers

Ron

Thanks for trying that.

What security programs are you running? eg Antivirus, antimalware, product cleanups.

None.

If you want I can always do a remote access session. So I'd phone you and we'd talk it over as I troubleshoot the program on your machine, so you'd be able to see everything I'm doing. All you'd need to do is install the free AnyDesk product from anydesk.com and we'd setup a time to call.

Ok, so it's stuck at 'Checking for License' ?