GS-911 Diagnostics-v2304-2

[JJ MARECHAL]

Hello everyone

I cannot install the GS-911 Diagnostics-v2304-2 software on my computer.
The installation starts well but 5 seconds later nothing and message the program no longer responds.
What should be done ?
Thanks for your help

[WayneC]

A little more info re the PC would be needed to assist like W7/W10/W11 ?, internet connection ? GS911 plugged into USB ?, GS911 model & whether older GS911 software was previously installed & OK on the PC

[JJ MARECHAL]

Good morning

Windows version: 7

GS911 red USB connection (no Wifi)
Old software already installed without problem (a French version provided at the time with my GS and the current Legacy without problem)

But impossible to install "GS-911Diagnostics-v2304.2" on the laptop I use to work on my R 1250 RT.

On the other hand installation on my office computer (W7 also) without problem.

Where is the bug?
THANKS

[Jughead]

Try disabling your anti-virus and firewall during the installation.

[JJ MARECHAL]

I have already done it and moreover I have the same configuration on my 2 computers.
Why on one does it work well on the desktop and not on the laptop? FYI the desktop is older than the laptop.
There is a different parameter but which one?

[WayneC]

Tthe screenshot suggests the laptop is not completing connection to GS911, turn off USB power savings

[JJ MARECHAL]

How to turn off USB power savings

For the installation of the Legacy version it is also necessary to connect the GS911 and the USB connection is done well without problem then why the Diagnostics blocks you it

[WayneC]

How to turn off USB power savings

For the installation of the Legacy version it is also necessary to connect the GS911 and the USB connection is done well without problem then why the Diagnostics blocks you it

Good point, so probably not the issue, USB power savings is set in W7 Device Mgr

Perhaps log a support ticket with Hexcode as it is odd  https://www.hexcode.co.za/contact-us-1

[Francois Barnard]

Good morning

Windows version: 7

GS911 red USB connection (no Wifi)
Old software already installed without problem (a French version provided at the time with my GS and the current Legacy without problem)

But impossible to install "GS-911Diagnostics-v2304.2" on the laptop I use to work on my R 1250 RT.

On the other hand installation on my office computer (W7 also) without problem.

Where is the bug?
THANKS

Hi JJ,

As Wayne correctly indicated the installer cannot open USB comms with your GS-911 device for some reason. Can you please make sure of the following before retrying the install:
- Restart the Laptop
- Close all other possible instances of GS-911 (Legacy)/GS-911 Wifi Utility, etc that might be open
- Run GS-911 Diagnostics installer as administrator: right-click and "Run as administrator"

If that still does not work, please send us the System info by Right-clicking on My Computer->Properties to show the Windows edition info (Service Pack, etc). My suggestion is to open a support ticket by sending a mail to support@hexgs911.com to help you get it working. But please note that our Windows 7 support is best effort: Windows 7 support has been ended my Microsoft themselves many years ago

Kind regards,
Francois

[JJ MARECHAL]

Hello everyone

OK that works.
I swapped the usb key driving the mouse with the GS 911 and the mouse refused to work. I launched the installation of the Diagnostic version and the miracle it works perfectly.

So I did what was necessary to reactivate the other USB and everything was back to normal (mouse and GS911).

Thank you all for your info which helped me to solve the problem and sorry for the inconvenience.

[WayneC]

Hello everyone

OK that works.
I swapped the usb key driving the mouse with the GS 911 and the mouse refused to work. I launched the installation of the Diagnostic version and the miracle it works perfectly.

So I did what was necessary to reactivate the other USB and everything was back to normal (mouse and GS911).

Thank you all for your info which helped me to solve the problem and sorry for the inconvenience.

Pleased to hear you resolved the issue, no inconvenience caused, the issue sounded odd & got my attention