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Splashtop Streamer Won't Install

Craig Solomon
asked this on June 28, 2012 08:48

Installing on Windows 7 64bit Machine and I double click and it asks if I want to install, I do and then nothing happens.  I have removed the old version and rebooted, I have run CCleaner and cleaned files and registry.  I have run the .exe as a user and admin, same issue, won't install.   VER 2.0.0.4.exe of the Windows version. 

 

Comments

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Konstantinos Fotos

Same problem.....! What's wrong.....???

June 28, 2012 16:22
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Craig Solomon

Anyone else, now I am stuck w/o this product.  Luckily I have Teamviewer7.  I may have to remove and stop recommending Splashtop as we can't even get a reply from support.  

June 28, 2012 18:21
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Craig Solomon

Come on Splashtop another day and your product won't install?  You can't even reply!  You have not replied to the support ticket.  Why did you screw up a product that worked.  

June 29, 2012 09:08
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Jaff.Kuo
Splashtop
Hi all, this link gives some info about installation issues, please have a check and try. http://support-remote.splashtop.com/entries/20324736-issues-during-... , so sorry about the issue you got, please let us know if you still get problem.
June 29, 2012 23:57
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Craig Solomon

The link you gave does NOT address this issue.    The issue is that it won't install.  I said originally I have downloaded several files and tried to install on Win 7 64 machines.  You double click, it asks to install and than nothing happens, no install, no directory created, no icons, nothing.  Different files nothing, it won't install. Run as admin, won't install, download new one, won't install, reboot machine, won't install.  It won't install.

June 30, 2012 07:06
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Konstantinos Fotos
After 3 days when I opened a support ticket and several mails with splashtop support team nothing changes and nothing works...(!) We pay your product to use it not to spend 3 days and maybe many more NOT to use it. The product before update worked well... That means after the latest update something is wrong with your update file don't you see it? Ok the support team was very helpfull but nothing works with the advices that you gave us...and finally what tells you that I must be an experienced user? If I'm not? Nothing is wrong with our machines...everything works great only your product not. You have already 2 and maybe more disappointed customers... You have to do 2 things... To help us resolve the problem or if you can't do that I demand my money back! It's simple I thought... This is unacceptable at all...
June 30, 2012 07:45
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Craig Solomon

Thank you Konstantinos, appreciate the support from you at least, if we can't get it from Splashtop.  Maybe if we take this to Mashable or iMore we can get some public attention outside this forum.  Once some press hits, they may jump into gear and get this fixed.  

June 30, 2012 07:58
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Konstantinos Fotos
I have already did that... On 2 very popular Greek forums about apple products...! Let's see who wons at the end...
June 30, 2012 08:07
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Jaff.Kuo
Splashtop
Hi all, So sorry we are not able to cover all users computer environments well. Installation is indeed a complicated issue for us esp in Windows. Here is another suggestion may be worth a try again. 1. Redownload again for Windows streamer v2.0.0.4. 2. Restart computer. 3. Reinstall the new download. Our server is not so stable couple days ago and may cause trouble on downloading. If you still can't solve the problem, and want a refund, you may need to contact Apple because Apple control all process about purchase and refund. Our engineering is actively working on this issue, hope can get a better progress.
June 30, 2012 09:44
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Craig Solomon

We are using a version that would install on an XP machine but not a Win 7 so we know the install file is good.  If there is a reason why your software won't install on a Win 7 64 Bit running Windows Ultimate than you have bigger issues.  You know apple won't give us a refund w/o your approval, so I need an email from you or a statement from your company that you are authorizing a refund for those who cannot install your product.   Why you did not TEST this on all the STANDARD Window's basic installs is beyond my imagination. 

June 30, 2012 09:52
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Konstantinos Fotos
So if I understand well, Splashtop's suggestion to a customer who wants to use the product and pays for it and without his fault the product is not usable then if not works again after a redownload and restart (lol)...to demand a refund from apple ? That's all you can do ? really? Very nice...
June 30, 2012 10:16
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Craig Solomon

Yes, they said they can't test all Windows install, so the product is for those who are lucky enough to have the exact version they have tested on and that does work and the rest of us can @#$! off. 

June 30, 2012 10:18
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Konstantinos Fotos
Interesting.... Splashtop make me feel unlucky or very lucky if their program works!! Ok, thanks splashtop very nice support you have....
June 30, 2012 10:23
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Craig Solomon

I had it installed on 7 devices with 5 difference licenses plus on 5 desktops, now I am out over $100 plus time and training.  I have to start over with something that works.  We have simple basic Win 7 ultimate 64bit computers, and it won't install.  Just double click and get NOTHING.  

 

NOTHING

 

NOTHING

 

NOTHING

 

NOTHING 

 

NOTHING

June 30, 2012 10:29
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Konstantinos Fotos
Let me guess Splashtop's answer....You're unlucky dear customer....!
June 30, 2012 10:32
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Craig Solomon

Here is what they said to do, however had no effect the failed installation.  My answers are after >>>> 

 

1. Would you check if there exist C:\Program Files (x86)\Splashtop ? 
>>> NO

2. Make sure Turn UAC settings to never notify, Control Panel -> All Control Panel Items -> User Accounts -> Change User Account Control settings -> Never notify. 
>>> DONE

3. Start Windows Task Manager to see if "SRServer.exe" "SRService.exe" exist. 
>>> Does Not

4. Try to use IE browser or other browser to download Windows Streamer version 2.0.0.4 
http://www.splashtop.com/streamer/downloadstart?platform=Windows,

>>> Downloaded a few times, and again now.

5. Remove related installation file at C:\Users\{your user name}\AppData\Local\ {BD52D38F-4F0D-4325-BB9E-xxxxxxxxxx} and install again

>>> It is not there...

July 01, 2012 11:18
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Craig Solomon

Konstantinos, they got it to work for me, did they give you the same solution?  Craig S.

 

July 02, 2012 08:37
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Konstantinos Fotos
Hi craig, Finally we find the solution after their latest instructions...YEAH !! Together we did it well... After all we have to give a thank to the support team...
July 02, 2012 16:51
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Craig Solomon

Yes, they did come though, the combo of the two files in the install directory worked for me.  After everything they finally resolved the install issue for us.

July 02, 2012 16:52
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Konstantinos Fotos
Yes they send me the same files....worked for me...! I can say now it was a good update...! Although Craig you can keep my mail address: Konstantinos.fotos@hotmail.com... Thanks, Konstantinos Fotos
July 02, 2012 16:57
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Brandon Metcalf

So Craig, Konstantinos, what was this "solution" of theirs. They must have of corresponded with you directly cause I dont see the solution on this thread. By the look of it your step by step instructions above were unsuccessful Craig. I of course, am have the same issue you two were having. What two files do you need in the install directory?

 

July 24, 2012 13:36
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Craig Solomon

Brandon, they sent a 2nd zip file with two files inside, one to ride next to the install file and it worked.  Contact them for a copy of that file.  There has been another upgrade, so that one may have fixed it too, not sure.

July 24, 2012 13:39
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Jaff.Kuo
Splashtop

Hi all,

If you can't install Streamer v2.0.0.6 on your Windows, This is a possible workaround to install it with this special build.

https://dl.dropbox.com/u/80583317/Splashtop_Streamer_Win_v2.0.0.6_forNotRun.zip

If it still can't solve the problem, please do us a favor to run another special build that will generate 4 log files, then attach them here for our engineering to debug.

 

Where to download this file: https://dl.dropbox.com/u/80583317/ST_STRS00_v2.0.0.6_with_log.exe

 

Where to find those 4 log files?

c:\windows\temp\ (or D: drive where user installed his Windows)

PreVer.log

PreVer.log.txt

unpack.log

unpack.log.txt

 

How to use it?

Download to local, double click to execute it. (no more parameters)

July 25, 2012 01:27
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Donald Leman

My install hangs when executing the msi piece. Here are the four files.

July 25, 2012 14:21
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Jaff.Kuo
Splashtop

@Donald Leman,

Much appreciated for your log.

What's the OS you used? XP? SP1?

 

July 25, 2012 21:02
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Jaff.Kuo
Splashtop

@Donald Leman,

From your log, we found there are some files of Streamer still left in your Windows, please try these steps to see if help:

1.use our CleanUpInstall tool to clean your environment

https://dl.dropbox.com/u/80583317/CleanUpInstaller.zip

2.restart Windows

3.re-install Streamer

https://dl.dropbox.com/u/80583317/Splashtop_Streamer_Win_v2.0.0.6_forNotRun.zip

Latest version:

https://dl.dropbox.com/u/80583317/Splashtop_Streamer_Win_v2.1.0.4_f...

July 26, 2012 02:23
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Donald Leman

Thanks Jaff, but the solution suggested didn't help. It's the same issue, it seems to unpack everything but then hangs at the "preparing to install" message. If I click on the dialog box it says "not responding" and then I have to end the program to get out.

July 26, 2012 16:10
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Jaff.Kuo
Splashtop

@Donald Leman,

Have you read our FAQ about installation fail?

http://support-splashtop2.splashtop.com/entries/21507431-issues-during-or-after-installation-of-the-splashtop-streamer

What's the OS you installed? XP 32bit SP2?

Here I extract some major points for your reference, esp. Kspersky and Airfoil if you have installed them.

  • If you are using Windows XP, and if you have "Terminal service" disabled, this would cause the Splashtop Streamer to fail to be launched.  Simply enable this service from Task Manager/Process to solve this issue. 

  • If you are using Windows XP, and get an error message like "Windows installer service could not be accessed," please follow the steps below to enable the Windows Installer service from the Control Panel: 
    1. Click the Start button, click Control Panel, then click Administrative Tools in "classic view"  — or, Performance and Maintenance and then Administrative Tools in "category view. "
    2. Click Services.  Find the service name "Windows Installer" and click that line so it's highlighted.  The Status column will be blank if the service is not currently running.
    3. If not running, there will be something like "Start the Service" on the left side of the screen — click it. That starts up the process on your system.
    4. Run the Splashtop Streamer installer again, and it should work!

     

  • It has been reported that the Kaspersky software running on Windows XP will block Splashtop Streamer installation.

  • If you have installed "Airfoil," the Splashtop Streamer installer will be blocked, and may hang while installing.  The solution is to un-install Airfoil, then install Splashtop Streamer again.  Or, add the Splashtop Streamer install.exe program to the "exclude" list under Airfoil's Automatic Hijack settings.  (Some users have reported that Airfoil also conflicts with DirectTV2PC's installer.)
  • One of our users informed us that he solved the installation error-1719 (on Win7 64-bits) by exiting out of the Comodo anti-virus application.  It has a built in "sandbox," which may be the cause.  Click here to view more detailed info about setting up.

July 26, 2012 18:42
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Elimo7

Have a solution:

A bunch of old and new installers didn't work for me as well on win7 64bit

The solution I found. run the streamer in compatibilty mode:

1. save the installer

2. right click on the installer file->Properties->Compatibilty

3. check the checkbox "Run this program in compatibilty mode for:"

4. choose in the list "Windows XP (Service Pack 3)",  [thats what I choosed and it worked, guess other modes will work too]

5. click ok

6. run it.

 

I test it few times and the streamer works. don't know about any side effects by now.

October 28, 2013 00:10
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Enmarch

I've tried to install the newest streamer program (2.5.0.1) on my windows 7 64-bit machine, and when I click "run" on the installer program, the circle goes around for a second, and then nothing happens.  I've tried it on my other windows 7 laptop, same thing.  I've tried it using compatibility mode with windows xp SP3, SP2, run as administrator, etc.  Nothing happens.  I've now purchased a 10 dollar app that I can't use.  How is it possible to release a streaming program that doesn't install on windows 7?  How do I get it to install?

January 22, 2014 07:48
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Weregirl.Jess

Yep.... Same here, just I'm running a 32-Bit Vista Home Premium. I'm trying the free versions to see if this'll be a good option, but I get the identical situation - thinking cursor for about 2sec, then nothing; no running applications in memory, no services in memory either. I've tried restarts, compatibility modes and every other thing I can think of. Reading this forum doesn't really paint a great first impression either.

Team viewer worked first time, why can't this?

Any assistance will be appreciated!

February 01, 2014 18:01
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Ardale1234

Any one help please

When i open up streamer

Nothing shows up

Just the base of the program 

As seen in the photo attached

Please help

February 19, 2014 19:00
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Enmarch
Don't waste your breath. I've been waiting for a month for a reply from these guys and nothing. They are just scam artists putting out a crap product snd stealing peoples money. Believe me, I'm spreading the word to everyone I know about them.
February 19, 2014 19:05
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J.Macdonald

Having the exact same problem as Enmarch. Would try using the other build they offered above, but it's a dropbox 404 error now :\ Running a win 7 64-bit machine, tried disabling Anti-virus, checked for the temp files, tried compatibility mode, and tried both the AMD installer and the normal one, still nothing :(

 

Wish I could use this program, anyone have any alternatives? Is Teamviewer any good?

March 08, 2014 09:16
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Vans.Huang
Splashtop

@Enmarch, Weregirl.Jess & J.Macdonald,

Have you tried the solution at https://support-splashtoppersonal.splashtop.com/entries/21507431 ? And to use clean up tool before installing usually solves the issue.

March 08, 2014 17:24
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Enmarch
Yes, I tried all of that. These jokers still haven't written me back. Such B.S. Avoid.
March 09, 2014 06:32
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Vans.Huang
Splashtop

@Enmarch,

Please help to grab logs at

c:\windows\temp\

PreVer.log

PreVer.log.txt

unpack.log

unpack.log.txt

March 10, 2014 00:43