Author Topic: Unable to Launch GS-911downloader in Windows 10  (Read 3811 times)

JWMcDonald

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Unable to Launch GS-911downloader in Windows 10
« 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.


JWMcDonald

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #1 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.




Alexm1

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #2 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?
Alex

JWMcDonald

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #3 on: March 01, 2018, 06:16:53 AM »
Right-click on icon and select "Run as administrator"

Mornay

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #4 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

JWMcDonald

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #5 on: March 01, 2018, 08:51:16 AM »
Not the yellow unit - it is red (SN GS20003595C2A (with a date of 2017/11/13).

Mornay

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #6 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.

JWMcDonald

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #7 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!

Mornay

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #8 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.

JWMcDonald

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #9 on: March 01, 2018, 09:12:10 AM »
Great - will try tomorrow (getting late here in California)

Thanx!

Grumpy Goat

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #10 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.
--
Regards
Grumpy Goat

GSWayne

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #11 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. 

JWMcDonald

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #12 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.

Jughead

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #13 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.

GSWayne

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Re: Unable to Launch GS-911downloader in Windows 10
« Reply #14 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?