GS-911 User Forum

General Category => General Discussion => Topic started by: JWMcDonald on March 01, 2018, 03:09:55 AM

Title: Unable to Launch GS-911downloader in Windows 10
Post by: JWMcDonald on March 01, 2018, 03:09:55 AM
Just received GS-911USB and have attempted to launch GS-911downloader on two separate laptops with Windows 10 - an Acer unit and a Lenova unit.

The download of the GS-911downloader appears to be successful, and the User Account Control window comes up asking to allow app to make changes.

Respond with "Yes" and then goes into never-never land - never launches.

Have confirmed Administrator Status.

Suggestions ?

Thanks in advance.

Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: JWMcDonald on March 01, 2018, 04:12:34 AM
The saga continues...

I located the thread ("Windows 10 - 17.11.1 Issue???? [R1100GS]") and effected the suggestion to download the prior revision  of 1703.1.

That got the downloader window to appear, and installed driver as well as then connected the GS-911 to laptop (effected successfully on both Acer and Lenova).

GS-911 icon appeared on workplace screen.

However...

No joy with launching GS-911 (confirmed with Administrator rights) - activity cursor spins, but nothing happens - no opening of browser nor ability to register device.



Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: Alexm1 on March 01, 2018, 05:12:54 AM
Not sure what you mean by confirmed with administrator rights, are you logged in as the administrator?
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: JWMcDonald on March 01, 2018, 06:16:53 AM
Right-click on icon and select "Run as administrator"
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: Mornay on March 01, 2018, 08:29:14 AM
If you have the yellow 10-pin USB unit then it might be a driver issue between the USB drivers and Windows 10 - check out our F.A.Q. entry on this as well as a work-around:

www.hexcode.co.za/products/gs-911/support/faq/the-gs-911-downloader-does-not-find-my-gs-911usb-blu-device-on-windows-7-8-10
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: JWMcDonald on March 01, 2018, 08:51:16 AM
Not the yellow unit - it is red (SN GS20003595C2A (with a date of 2017/11/13).
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: Mornay on March 01, 2018, 08:53:03 AM
Do you have an Antivirus that might interfere with the application starting up? Bitdefender is known to be rather aggressive in this regard.
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: JWMcDonald on March 01, 2018, 08:57:45 AM
Yes - BitDefender is in place.

I am not receiving any notice from BitDefender, though... :(

I will have my IT support person examine when I am back in the office on Friday... :)

Unless you have hint on what to look for in BitDefender...?

Thanks!
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: Mornay on March 01, 2018, 09:03:23 AM
If you have Administrator rights (which it sounds like you do) you can temporarily disable Bitdefender just to see if the application runs. If it does, your IT support can add an exception to Bitdefender to not scan the GS-911 applications.
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: JWMcDonald on March 01, 2018, 09:12:10 AM
Great - will try tomorrow (getting late here in California)

Thanx!
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: Grumpy Goat on March 01, 2018, 03:03:38 PM
JW - I just replied to your PM (twice I was not sure the first one went) but I see from this thread that you may be making progress toward the solution. I can offer no better ideas at this time since I had no issue downloading, installing and then firing up the GS-911 USB unit as shown on my YouTube Video.

Hope you get this sorted.
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: GSWayne on March 20, 2018, 05:20:23 PM
JWMcDonald: Did you ever solve the problem?  I am unable to get either the regular software to run or the downloader to run on a HP Spectre X360 laptop running Windows 10.  It operated previously, but now I only get about 1 second of the little blue progress circle, but not indication of the software running.  I deleted the software on the computer to start over, but cannot get the downloader to run in order to reinstall the software.  I have scanned the downloader with Bitdefender and it does not indicate any problem and I have tried running it as Administrator. 
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: JWMcDonald on March 20, 2018, 05:31:23 PM
No - I have not been able to have any success.

My next step is to see what my IT support person might be able to do.

I am disappointed that HEX has not addressed this issue with a fix in a timely manner.
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: Jughead on March 20, 2018, 06:34:59 PM
No - I have not been able to have any success.

My next step is to see what my IT support person might be able to do.

I am disappointed that HEX has not addressed this issue with a fix in a timely manner.

Why is it HEX that needs to address the issue?

I have no doubt that they have spent many, many hours testing and ensuring that the software does run on Windows 10 before it was released.  Surely you cannot expect them to resolve an issue that is unique to your system?  Or am I missing something?

It is a known issue that anti virus software (not limited to Bitdefender) will prevent the software from running.

For those systems, like my own, you just create an exception and the software will run.
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: GSWayne on March 20, 2018, 06:55:14 PM
With Bitdefender it is not the application access that is stopping it, you cannot add an exception.  It was not related to the Safe Files Application Access module.  What did work was to turn off the Advanced  Threat Defense, Ransomware Protection.  Then I could get both the downloader and operational program to run. I wonder what makes Hexcode programs look like ransomware, while the other hundred or so applications on the computer don't?
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: WayneC on March 21, 2018, 02:06:33 AM
False positives in AV software preventing valid applications to load/run are not unusual and are not just a problem specific to Hexcode programs.

Where a problem occurs it should be reported to the AV developer, quite often the problem is resolved after the next AV definition update. I saw a Win 10 only problem with Kaspersky and Mozilla Firefox recently, for small application developers like Hexcode getting through to the right people at the AV Co can be time consuming so it is best for end users to report the problems to the AV Co
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: GSWayne on March 21, 2018, 03:01:16 AM
I sent off a message to BitDefender about this.
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: JWMcDonald on March 21, 2018, 03:37:54 AM
I'll also ping BitDefender... ;)
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: GSWayne on April 01, 2018, 01:27:47 AM
After a couple of emails with BitDefender I got instructions that allowed GS911 to run. The instructions are below.

Wayne

 Exclude the process from being monitored by the Advanced Threat Defense module, which relies on identifying malware based on the behavior of the applications:

    Open the main interface of Bitdefender 2018 then click on the menu button from the upper left corner.
    Select Protection from the left sidebar, then click on View Features from the right side of the window.
    Click on the gear icon under Advanced Threat Defense.
    Click on “Add applications to the whitelist”
    Select the process for the application you wish to exclude (a .exe file normally) then click on OK.
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: WayneC on April 01, 2018, 02:42:55 AM
Pleased to hear Bitdefender responded and you have the problem resolved, it is worth remembering the procedure they provided for the future
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: JWMcDonald on April 01, 2018, 11:14:54 PM
Have made some progress with establishing .exe into the White List of BitDefender.

No luck with attempting to get 1711.1.

Have success with 1703.1 launching, accepting terms of License Agreement, choosing components (Main program, shortcuts & USB driver), choosing Install Location (accept default destination folder of C:\Program Files (x86)\GS-911), then Install (Welcome to Devise Drive Installation Wizard).

Completing the Device Driver Installation Wizard indicates that drivers were successfully installed and that the status is Ready to Use.  Indicates that can now connect device to computer.

Device is connected via USB port - green blinky light on the device.

Upon the Completiung the GS-911 V1703.1 Setup Wizard, chose tp Run GS-911 V1703.1 and select Finish.

Window comes up to indicate the application is more than a year old, and click OK.

Setup screen appears, with USB selected. 

Upon Test interface, comes up with Error Test Failed: Could not open USB: No supported USB Driver found - Unplug and re-insert GS-911 to complete the USB driver install or re-install the application.

No joy.

Upon checking Settings / Devices, GS911USB-G2 is listed.

The HEX site indicates that there is GS911 1711.2, as well as the latest 1711.3.

Can someone advise where those versions are available at ?  Opening GS-911Downloader from the HEX web page indicates it is 1711.1.exe

I welcome any direction that will show me the error of my ways.



Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: JWMcDonald on April 02, 2018, 02:40:53 AM
Additional note - have also confirmed that the Acer computer that I am working with has the latest BIOS effected.
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: WayneC on April 02, 2018, 04:27:53 AM
Which .exe have you put into the white list of BiDefender ?, it sounds like Bitdefender or Win10 is preventing the application from accessing the USB

Once you have a version of the GS911 PC App installed (in your case 1711.1) when you launch the PC App with the GS911 connected via USB the App should check for updates and if one is available a dialogue box should come up asking whether to install it

Where the PC App does not find an update go to the menu and select Help/About and firstly confirm it shows the GS911 details, if it shows the details and registration for your GS911 you should be able to use the "check for update" button to update to 1711.3

If the Help/About dialogue does not show the details for your GS911 then exit the GS911 PC App, turn off BitDefender and launch the GS911 PC App again, go to Help/About and see if it now sees the GS911 connected to the USB port, if not use the "Interface Information" button the try to initialise communication with the GS911, report the results so the next step can be determined
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: JWMcDonald on September 14, 2018, 08:49:05 PM
To put this to bed:

Got back to this issue recently after being laid up since April 2018 after extended foot surgery...

Put it in the hands of my corporate IT resource and got satisfaction with successful installation after lobotomizing BitDefender... 8)

Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: Wilson on September 23, 2018, 02:23:39 PM
Just received GS-911USB and sizegenetics before and after (https://www.virtualpalomarwest.org/sizegenetics-review/) have attempted to launch GS-911downloader on two separate laptops with Windows 10 - an Acer unit and a Lenova unit.

The download of the GS-911downloader appears to be successful, and the User Account Control window comes up asking to allow app to make changes.

Respond with "Yes" and then goes into never-never land - never launches.

Have confirmed Administrator Status.

Suggestions ?


Thanks in advance.



sometime i downloaded many software which is run by clicking on run as adminstrator so
Right-click on icon and select "Run as administrator"
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: Dann on March 22, 2019, 03:12:20 AM
I had the same issue and it was because of my Anti-Virus. (Vipre Advanced Security)
It would simply block it from executing with no error message.

 I disabled it and ran the downloader.

After the software was installed, I put an exception in it and everything works fine again.
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: escapeartist on July 31, 2019, 07:04:51 PM
Hi Guys

Getting "Internal Modifier Error" popup and the downloader will not launch.

Windows 10, surface pro ...

Stranded in Buenos Aires Argentina trying to get back to the US. Any ideas?
Title: Re: Unable to Launch GS-911downloader in Windows 10
Post by: WayneC on August 01, 2019, 04:35:02 AM
Hi Guys

Getting "Internal Modifier Error" popup and the downloader will not launch.

Windows 10, surface pro ...

Stranded in Buenos Aires Argentina trying to get back to the US. Any ideas?

I would lodge a support ticket with Hexcode, support@hexcode.co.za