setup error

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spugaroony
Posts: 1
Joined: Fri Sep 04, 2020 12:27 pm

setup error

Post by spugaroony »

I am a new user trying to install in Windows 10.

Getting the error below, but I have no earlier installations.

Advice?
outages setup error.png
outages setup error.png (44.75 KiB) Viewed 683 times

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Outages.io_Support
Posts: 160
Joined: Wed Feb 12, 2020 11:09 am

Re: setup error

Post by Outages.io_Support »

Hi,
Let's begin with a starting point.

Can you check your Services so we can make 100% sure the agent never got installed.

To open the Windows Services Manager on your Windows 10 computer, do the following:

Right-click on the Start button to open the WinX Menu
Select Run
Type services.msc in the Run box which opens
Windows Services Manager will open.

Once there, look for the Echo Networks or the NutPile service depending on when you installed the agent.
If you don't see anything like that and you don't see the same in your uninstallable software list, then it may have been removed at some point earlier.

Let me know how that goes.
I'm with the Outages.io support team. Please post your question and I'll try to answer

Are the issues in your local network, with your Internet provider or beyond?
Save countless hours by letting Outages.io help you find Internet connection problems.

lklawrie
Posts: 39
Joined: Tue Oct 27, 2020 9:18 am

Re: setup error

Post by lklawrie »

I have the same error. Do not have either of those services in my service.msc.

Do not have anything to uninstall.

Windows 10.

Linda
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Linda

User avatar
Outages.io_Support
Posts: 160
Joined: Wed Feb 12, 2020 11:09 am

Re: setup error

Post by Outages.io_Support »

Hi Linda,

The first question is, was this the very first time you installed or a second time?
Meaning, was it on the second time that you saw a notice that the software was already installed?

If you don't see the service then it means the installation never completed which means that if you are seeing this error, it's not something we've ever seen before and will need to find a way to test that. Maybe someone could take a video of the installation so we can see what's happening.
I'm with the Outages.io support team. Please post your question and I'll try to answer

Are the issues in your local network, with your Internet provider or beyond?
Save countless hours by letting Outages.io help you find Internet connection problems.

lklawrie
Posts: 39
Joined: Tue Oct 27, 2020 9:18 am

Re: setup error

Post by lklawrie »

Very first time I ever installed.

I rebooted after looking for uninstall. And tried again.

Same error message. Tried installing as "run as administrator" even though my login has admin privileges -- same error.

Linda
Dropbox link to video of install:
https://www.dropbox.com/s/lge5t7lzsbm2w ... 0.mp4?dl=0
-------
Linda

lklawrie
Posts: 39
Joined: Tue Oct 27, 2020 9:18 am

Re: setup error

Post by lklawrie »

Here is a link to the folder with the install video and all the logs:
https://www.dropbox.com/sh/2z3tmp6i3gyd ... K8Txa?dl=0

Hopefully this will tell you something.

Linda
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Linda

lklawrie
Posts: 39
Joined: Tue Oct 27, 2020 9:18 am

Re: setup error

Post by lklawrie »

No update to this? Any suggestions for other monitoring software?
-------
Linda

lklawrie
Posts: 39
Joined: Tue Oct 27, 2020 9:18 am

Re: setup error

Post by lklawrie »

It appears to fail in trying to execute:

vc_redist_V140.x64.exe

according to the log.
-------
Linda

User avatar
Outages.io_Support
Posts: 160
Joined: Wed Feb 12, 2020 11:09 am

Re: setup error

Post by Outages.io_Support »

Hi, sorry for not responding.

For some reason, the site was not sending us email notifications.
I will take a look at what you've sent and reply.
I'm with the Outages.io support team. Please post your question and I'll try to answer

Are the issues in your local network, with your Internet provider or beyond?
Save countless hours by letting Outages.io help you find Internet connection problems.

User avatar
Outages.io_Support
Posts: 160
Joined: Wed Feb 12, 2020 11:09 am

Re: setup error

Post by Outages.io_Support »

Apologies for the long delay.

This is a problem that we cannot replicate no matter what we do and no matter on which version of Windows.
People are signing up every single day and installing the same software but of course, all PC's have various combinations of updates, drivers, software installed on them so it's nearly impossible to know where to start.

The two options we can think of are these.

First, try installing the old .NET package (If you have not tried this already) that we were offering at one point when the agent would not auto start. We don't know if this will help in terms of being able to get past the 'already installed' step but it might be worth a try.

You can find the package here;
http://dl.echonets.com/VC_redist.14.23.27820.0.x64.zip

Install this, reboot then try installing the agent again.

Second, try posting this in a Microsoft forum. The problem there is that the agent will probably be blamed before anything else but if you persist, you may be able to find someone that understands the logs you've shared enough to give you some input. We really don't know why Windows would be saying the agent is already installed when it is not. If you find something, you could come back and share it with us so that we can in turn look into it.
I'm with the Outages.io support team. Please post your question and I'll try to answer

Are the issues in your local network, with your Internet provider or beyond?
Save countless hours by letting Outages.io help you find Internet connection problems.

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