asked this on May 30, 2011 22:43
I download the installer and run it on windows vista but it never gets the preparing to install phase.
A error message pops up that says "1628: Failed to complete installation"
I have restarted my computer, redownloaded the installer, clear my cache, tried a different browser. No luck so far.
I get the exact same thing. I purchased a registry cleaner for $40 and used it and I still get this error.
Could you share us if you are upgraded from an old version or the first time to install Splashtop Remote Streamer? Which is your old version and which is the installing version?
This can help us identify the problem and give more specific help.
I tried to install download and install it today and had the same issue, with the error message 1628.
^ it was a first time install, latest version
We're still investigating this issue, and appreciate if some of you could provide us the log files.
If you have concerns about uploading log files here, we suggest you to issue a ticket then our support team will follow up.
<For Windows event log>1) R-Click “Computer” icon on your desktop to open R-menu, select “Manage” to open Computer Management2) Go to Event Viewer -> Windows Logs -> Application3) R-Click on Application to open R-menu, select “Save All Events As…”4) Select file Save as type is default (*.evtx) and send it to us
<For Splshtop log>1) From start menu - All programs - Accessories - Command prompt (Right mouse click on it and select "Run as administrator")2) Execute below command:For example, if the installer file is located on D:\, then execute the command: D:\Splashtop_Remote_Win_v184.108.40.206.EXE /v"/l*v c:\log.log"
**Note: the command "/l" is a slash and small letter of "L", not vertical bar.
I'm doing an upgrade, but I've done my best to remove the streamer completely from my system, after having several upgrade failures.
On each run of the setup, the install hangs during the run of ISBEW64.exe. Once that process is killed, the 1628 error shows up. (There is a different failure if you kill the msiexec process when the hang occurs, but still no joy on the install. I've attached the event and installshield logs for the failure, but they don't help much...
If there's anything else I can help with on reproducing or tracing the problem, let me know.
exact same issue. I was really looking forward to using this on my Xoom. Please assist.
By the way, I am on Windows XP. Can someone please respond to this issue? I chose this program over all others like logmein ignition and getting frustrated with the situation.
Please respond asap. thank you
Microsoft just releases a fix of error 1628, would you mind having a try? Thanks.
I downloaded the fix and still gives me the 1628 error.
I even restarted my computer and tried again.
Ive tried downloading from multiple download sites.
Never had to put so much effort into installing an exe file. This is pretty crazy.
Ive tried on IE and Chrome as well.
I think Im about ready to give up. Any other suggestions?
I've uploaded install logs documenting the problem.
I have also tried the hotfix in the kb article you sent, as well as the other troubleshooting steps in the kb. No success.
Can you provide further assistance?
I have also uploaded install logs, tried the error 1628 microsoft fix, and tried everything that I can think of. Again, using xp, downloaded with both Chrome and IE.
Is it possible to download a previous version of the installer? Perhaps we can get that installed?
We really need a response on this. I would like access to a previous version installer, manual uninstall instructions, and developer escalation. This is not a small issue. The entire app does not work due to this.
Please do not force me to write a negative app store review.
I paid for this app on my iPad and I can't use this.... It seems like a nice app and i would really like to use it. But if the problem doesn't get fixed I will be mad because I waisted my money on this app. Please Fix the problem.
If you have installed anti-virus software, esp. Kaspersky in xp, please turn OFF it temporary then try to install again.
Another tip can be reference: (for Windows Streamer)
If you have installed previous version, please follow the steps to clean all of them and try to install latest Streamer version again (v220.127.116.11 at this moment)
1. uninstall Splashtop Remote streamer from Control Panel if it still can be successfully uninstalled
2. check and delete the folder under C:\Program Files\Splashtop\Splashtop Remote, kill the SRServer process from Task Manager if some files occupied and can't be deleted
3. clean the registry keys under HKEY_LOCAL_MACHINE\SOFTWARE\Splashtop Inc.\Splashtop Remote Server
How to clean keys :
a) type and execute regedit in Search box of Start Menu
b) system may prompt a message to ask you to continue, click continue
c) find the above key and manually del all keys under it
Thanks for the uninstall instructions...they did not fix the problem, but I appreciate the attempt. I just spent an hour and a half trying various clean boot techniques, ProcessMonitor/ProcessExplorer, uninstalling my AV software, installing VC++ runtimes. without success. I don't see anything wrong on the outside, but it just doesn't work.
Can I get a download link to the previous version installer, to see if that one works (like it did before)?
Please try this previous version(v18.104.22.168) for Windows Streamer and tell us the test result. thanks.
ok I finally got it. the problem was simply that kaspersky in xp had to be disabled while running the installation.
I know how frustrated joshrivers must be. please continue to help him!
Thanks for the previous version. It also failed. Still trying to think of another possibility.
We sent your issue to our engineering and need your further help to generate another some logs. Could you follow the steps to generate another logs again? Please attach them by creating another support ticket and attach on it if you have concern to attach here.
1. Launch Splashtop Streamer and switch focus to Network tab2. Press Alt+F1 on the Streamer (a start to collect message will be prompted, and an end collect message prompted once complete generating whole logs)3. Find log files in the folder: C:\Program Files\Splashtop\Splashtop Remote\Server\ (or Program Files(x86) if you are 64 bit system)*Application.txt *SPlog.txt *System.txt *WinInfo.txt
**Note: Sometimes the logs might not being created successfully at the first time, please try to switch tabs and press Alt+F1 on Network tab again.
Sorry about the wrong instruction.
Our purpose is to dump all softwares list you've installed on your system, there's another way to achieve this purpose.
1.type 'regedit' in Search box of Windows Strat Menu
2.it may trigger a system warning message, please agree to continue
3.find a key : HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall , then export the keys under 'Uninstall' from File/Export.
4.send us this file
We'll try to emulate your environment and hope to find clues on your problem.
Attached is my uninstall reg key. Thank you!
From your previous log, I found you are Win7 64bit, my previous path is for 32 bits, so could you dump the keys again with the following path? (for 64 bits)
Before our engineering has a further progress, could you try another suggestion to manually remove Splashtop Remote related keys under above Uninstall path?
How to remove keys under UNinstall in registry:
1.open Registry window
2.find HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall , and focus on it
3. select menu Edit/Find to open the search dialog box and type "Splashtop" to find and remove all related keys
You will find the key entry by key value of "Splashtop", please delete this entry.
Then install current latest version v22.214.171.124 for Windows Streamer again to see if it works.
I tried again with removing the registry key, and re-installing. (I had previously searched and removed every ref to splashtop from the entire registry.
The install failed in the same place.
I'm attaching the Wow64 version of the uninstall key.
We found a similar case from our another user's experience and may you can have a try too.
From your .reg file, we found you have installed a software "Airfoil", and this software's installer has been reported conflicts with Splashtop Remote's installer. The solution is :
Uninstall this Airfoil then install Splashtop Remote again.
Hope you can have a try and tell us if it works in your case.
Thanks for your patience.
Aaaaah. I should have known. I had the same problem a couple of years ago, and I forgot about it.
For the next person: You don't even have to completely remove Airfoil...just add the installer .exe to the 'Exclude' list under Airfoil's Automatic Hijack settings.
Thank you very much for the help! I was pulling my hair out.
Really happy to be able to help you solved the problem!
Hope you can enjoy Splashtop Remote and welcome to give us more comments!
We recently have an activity on a new product Splashtop XDisplay, you may want a try too.
Enter our Splashtop XDisplay “Extend Your Screen” Contest to win a SUPER COOL iPad accessory: http://www.splashtop.com/xdisplay/contest
In my case, I had running Opera in the background.Then I turned it off, all was OK
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