General Category > GS-911

Cannot install the GS911 PC software on my new Lenovo computer. Please help.

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elptxjc:
Let me start by saying I was able to install the Wi-Fi version perfectly fine, then updated the tool to the current firmware, and finally ran a full scan, then reset the service reminder until Dec 2025, so no issues with the computer, network, or tool itself. I want the PC version as a backup when working on the bike outside the house, or if there's an issue with my wi-fi. Now, the new computer is a Lenovo Yoga with Windows 11 Home, running Firefox. And my GS911 was bought 10/18/21, with s/n GS3 005 439.

Now to the problem. The final installation of the PC version craps out in the middle of it, with the error message that no internet connection (not the case) attached below. The second file mentions a '401 unauthorized' error that might provide a clue. I also downloaded the error file log, but couldn't post it here (not an approved file). Anyway, this PC version has exactly the same steps as the wi-fi version, and even the same dialog boxes, so don't understand why this PC version is giving me issues. I tried everything, from disabling all firewall and virus/threat settings, to minimizing the level of security on internet options, and nothing worked. Even tried with Chrome (per Ted Porter's suggestion), and same thing. Then tried uninstalling the wi-fi program (in case the PC had to be installed first), and same identical error. Finally tried the older xxx.2 version (vs the xxx.3 suggested update), with no luck. I'm no IT expert, but since I could install the wi-fi version without any issues or changes to the security, it tells me it must be something corrupted on the PC program, but will wait for the experts to chime in. Thank you guys.
JC

WayneC:
The difference between installing the WiFi utility & the GS911 Diagnostics PC App is that the WiFi Utility is one file you download & install, the GS911 Diagnostics PC App installer downloads further components as it does the install & the error you are getting is that the download of the additional components is failing on one of those components. The error message you have posted looks like a possible server issue

You should lodge a support ticket https://www.hexcode.co.za/contact-us-1 , support will then ask for a debug log to look at the issue

elptxjc:
That makes sense; thank you, Wayne. I tried that before (support @hexcode.co.za), and they just told me to download it again (of course it didn't work). I just emailed them again, and this time I included everything on the error, so hope they can help. Probably something stupid. Will keep you posted here. Thank you again for your help.

elptxjc:
Well, finally got a reply from Hexcode, saying to just turn off the firewalls. Apparently they didn't read my message, since I specifically said I already tried that, plus turning off the virus and threat protection, AND lowering internet security to the minimum. And same crap. Oh well. I don't know what else I could do, since I'm not a computer expert. If anybody here has specific instructions on what else to do, it'd be greatly appreciated, since Hexcode was of no help. Thank you.
JC

WayneC:
Reply to Hexcode & attach the error log asking them to look at the error log, also attach the error pics & a link to this thread

On your W10 system you could clear cache etc with W10 tools or CClean,reboot & run installer again as administrator, however it does feel to me like a download issue with the Hexcode web server

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