Win10- unable to install GS-911 Diagnostic Installer

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paulhex:
As title states, I cannot install the gs-911 diagnostic installer on windows-10 machine. I have been using the gs-911 USB red product for a couple years without issue. I do not, repeat, do not have the wifi version. I have a newer laptop, the old one died, but it will not install the software. The only version on the site is GS-911Diagnostics-v2406.5 that I downloaded from the Hex downloads page. I tried downloading it several times but same error. It states this after I connect the GS-911 via USB and it makes its way about halfway through the installation process.

Download Error
Please make sure you are connected to the Internet or contact GS-911 support.

I have tried disabling firewall, running the installer as Administrator, disabling all antivirus stuff, but same error. Multiple reboots, same issue. I have fresh windows updates and am like I said on Windows-10. Is this Hex version just hosed? There are no older versions on their site to try. I now own a GS-911 I can't use.

paulhex:
Here is the log file's contents. Hopefully you can see and read it all, pasted below. I don't see a means to attach a file. I guess I'm too new.

------------------------------

logging set to 1
Validating install of GS-911 Diagnostics v2406.5...
DetailPrint: Connecting to GS-911 device on USB...
Call: 482
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=2, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\HexNetHIDPlugin.dll"
File: wrote 2305168 to "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\HexNetHIDPlugin.dll"
Call: 804
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\HexNetHIDPlugin.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\HexNetHIDPlugin.dll" (overwriteflag=1)
Jump: 971
DetailPrint: Using GS2 001 247 for GS-911 Diagnostics v2406.5 validation...
Call: 973
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=2, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\NScurl.dll"
File: wrote 4016128 to "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\NScurl.dll"
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=2, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: wrote 24064 to "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll" (overwriteflag=1)
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll" (overwriteflag=1)
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll" (overwriteflag=1)
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll" (overwriteflag=1)
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll" (overwriteflag=1)
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll" (overwriteflag=1)
Jump: 1229
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\NScurl.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\NScurl.dll" (overwriteflag=1)
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll" (overwriteflag=1)
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll" (overwriteflag=1)
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll" (overwriteflag=1)
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll" (overwriteflag=1)
SetFlag: 2=0
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsJSON.dll" (overwriteflag=1)
Jump: 1475
DetailPrint: Installation validated
Jump: 2151
Jump: 2307
Installing Main section...
CreateDirectory: "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics" (1)
SetFlag: 1=1
Backing up existing files...
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911.exe"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\GS-911.exe"
DetailPrint: Failed backing up GS-911.exe
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\CEF_sub.dle"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\CEF_sub.dle"
DetailPrint: Failed backing up CEF_sub.dle
SetFlag: 2=0
CopyFiles "C:\ProgramData\Hex Innovate\GS-911 Diagnostics\dp.bin"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\dp.bin"
DetailPrint: Failed backing up dp.bin
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\chrome_100_percent.pak"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\chrome_100_percent.pak"
DetailPrint: Failed backing up chrome_100_percent.pak
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\chrome_200_percent.pak"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\chrome_200_percent.pak"
DetailPrint: Failed backing up chrome_200_percent.pak
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\chrome_elf.dll"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\chrome_elf.dll"
DetailPrint: Failed backing up chrome_elf.dll
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\d3dcompiler_47.dll"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\d3dcompiler_47.dll"
DetailPrint: Failed backing up d3dcompiler_47.dll
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\icudtl.dat"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\icudtl.dat"
DetailPrint: Failed backing up icudtl.dat
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\libcef.dll"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\libcef.dll"
DetailPrint: Failed backing up libcef.dll
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\libEGL.dll"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\libEGL.dll"
DetailPrint: Failed backing up libEGL.dll
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\libGLESv2.dll"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\libGLESv2.dll"
DetailPrint: Failed backing up libGLESv2.dll
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\locales\en-US.pak"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\en-US.pak"
DetailPrint: Failed backing up en-US.pak
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\resources.pak"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\resources.pak"
DetailPrint: Failed backing up resources.pak
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\snapshot_blob.bin"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\snapshot_blob.bin"
DetailPrint: Failed backing up snapshot_blob.bin
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\v8_context_snapshot.bin"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\v8_context_snapshot.bin"
DetailPrint: Failed backing up v8_context_snapshot.bin
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\vk_swiftshader.dll"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\vk_swiftshader.dll"
DetailPrint: Failed backing up vk_swiftshader.dll
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\vk_swiftshader_icd.json"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\vk_swiftshader_icd.json"
DetailPrint: Failed backing up vk_swiftshader_icd.json
SetFlag: 2=0
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\vulkan-1.dll"->"C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\GS-911 Diagnostics_backup\vulkan-1.dll"
DetailPrint: Failed backing up vulkan-1.dll
DetailPrint: Downloading install files...
Call: 2984
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=2, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\filecheck.dll"
File: wrote 13312 to "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\filecheck.dll"
Call: 2307
DetailPrint: Downloading GS-911.exe...
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\NScurl.dll"
File: skipped: "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\NScurl.dll" (overwriteflag=1)
DetailPrint: Download error: 0x6 "Could not resolve host: dl1.hexcode.co.za"
MessageBox: 0,"Download error.
Please make sure you are connected to the internet, or contact GS-911 support at support@hexgs911.com"
IfFileExists: file "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\install.log" exists, jumping 0
Call: 455
MessageBox: 4,"Would you like to save the installation logfile for support?"
Call: 3294
SetFlag: 13=6
File: overwriteflag=1, allowskipfilesflag=0, name="C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsDialogs.dll"
File: wrote 9728 to "C:\Users\erins\AppData\Local\Temp\nscD2F1.tmp\nsDialogs.dll"
CopyFiles "C:\Program Files (x86)\HEX Innovate\GS-911 Diagnostics\install.log"->"C:\Users\erins\Downloads\GS-911_v2406.5_installError.log"

paulhex:
I also made sure this windows-10 PC accepts and allows ALL cookies in internet settings, but same error.

WayneC:
The 2406.5 installer has been released for a while & others have not had issues, the installer downloads components as it runs the install, it appears it is failing to connect to Hexcode server for a component during the install.

I have seen the issue with W10 & overloaded internet links especially when W10 decides to download updates

Lodge a support ticket with Hexcode https://www.hexgs911.com/contact-us/

paulhex:
I’ll give it some more tries tomorrow, Monday, and if still in this boat, I’ll contact Hex. Thank you.

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