Win10- unable to install GS-911 Diagnostic Installer

[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.

[paulhex]

I finally got this software installed after trying over and over today. I can talk to the GS now.

[WayneC]

Pleased to hear you have it installed, how was general interet speed/response during the day, ?, was it only the GS911 App download/install having the issue ?

[paulhex]

Strong Internet here at home and top notch equipment that back it. Maybe the Hex servers were struggling for a few days.

[WayneC]

Strong Internet here at home and top notch equipment that back it. Maybe the Hex servers were struggling for a few days.

OK, understood, Hex do have redundant servers to cover the world & ensure good response times but it may be worth letting them know, the times I saw issues on installers was always when W10 was swamping the PC WiFi/LAN interfaces with update downloads, has been rather annoying with systems I support away from GS911 installs

[paulhex]

Isn’t someone in Hex support monitoring this forum on their domain. I would, if I were them.

[Ruan]

Hi Paulhex

Thanks for the details provided, from that log file (given that you've confirmed internet connection), it could be either a VPN (masks IP so we can't verify to avoid clone devices) or a network setting (either ISP or your network), some routers block the ports required for encrypted data exchange, as does some network providers.

Usually though, this is just a VPN issue.

Kind regards
Ruan

[Francois Barnard]

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.


------------------------------
...
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"
...

Hi Paul,

The installation logfile indicates "Download error: 0x6 "Could not resolve host: dl1.hexcode.co.za"", which is quite odd since dl1.hexcode.co.za is an Amazon Web Services CloudFront server hosted in Frankfurt. As such it looks like there were DNS issues when starting to download the files, even though it had no issues resolving upgrades.hexcode.co.za when validating the install.
We'll investigate if there were any intermittent issues with CloudFront at that time.

Kind regards,
Francois