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Downloader Install Errors

This article goes over different errors you may encounter while installing the Pruvan Downloader and some troubleshooting steps to try and fix them.

Certificate Problem

Error:  The application cannot be installed due to a certificate problem. The certificate does not match the installed application certificate, does not support application upgrades, or is invalid. Please contact the application author.

Solution:

  1. Uninstall the Pruvan Downloader
  2. Go to C:\Program Files (x86)\ and delete the Pruvan Downloader folder
  3. Uninstall Adobe Air
  4. Restart your computer
  5. Install Adobe Air (http://get.adobe.com/air)
  6. Install the Pruvan Downloader (https://www.direct.pruvan.com/home/download)

*If you're on a Mac instead of Windows, the process is the same. You'll just have to remove the Pruvan Downloader and Adobe Air app folders from where Apple stores them.

Unexpected Error

Error:  Unexpected Error - Error #0

Diagnose:

  1. Open your File Explorer
  2. Go to C:\Users\
  3. Open the folder for Windows user you are signed in with
  4. Go to \AppData\Local\Adobe\AIR\logs
    • You must have 'hidden' files and folders set to visible to see the AppData folder
    • If you don't type '\AppData' in to the address bar after your username and press enter, then go to \Local\Adobe\AIR\logs
  5. Open the install.log file in Notepad
  6. Go to the bottom of the file and look for a line that begins with 'Error'
  7. This will give you more information on what actually caused the Error

Error Log:  "Exiting due to error: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="1603" errorID=0]"

This error is usually caused by Registry corruption.

Solution - With the above 1603 error, you will need to reinstall Adobe Air with Microsoft Mr. Fixit based on this Post by Adobe:

  1. Uninstall Adobe Air
  2. Uninstall the Pruvan Downloader
  3. Run Microsoft Mr. Fixit
  4. If either of the previous uninstalls failed, try again and run Mr. Fixit again if successful; otherwise proceed
  5. Manually delete the Pruvan Downloader folder from C:\Program Files (x86)\ if it is still there
  6. Install Adobe Air
  7. Install the Pruvan Downloader

Other Errors:  For other Errors please try the above solution and then the solutions for the 'File Damaged' Error.  Send in a ticket to Pruvan's helpdesk and let us know what your specific error was and what worked or didn't work.

File Damaged

Error:  The application could not be installed because the AIR file is damaged. Try obtaining a new AIR file from the application author.

This error is a catch-all from Adobe Air.  There are several reasons this could come up, each of which will be discussed below.

Diagnose:

  1. Open your File Explorer
  2. Go to C:\Users\
  3. Open the folder for Windows user you are signed in with
  4. Go to \AppData\Local\Adobe\AIR\logs
    • You must have 'hidden' files and folders set to visible to see the AppData folder
    • If you don't type '\AppData' in to the address bar after your username and press enter, then go to \Local\Adobe\AIR\logs
  5. Open the install.log file in Notepad
  6. Go to the bottom of the file and look for a line that begins with 'Error'
  7. This will give you more information on what actually caused the Error
  8. Try the solutions offered below, if nothing works open a support ticket and include what you've already tried and the install.log file as an attachment

Solution #1 - The install file is actually damaged.  This can happen if your internet connection is interrupted during the download.

  1. Log in to Pruvan.com
  2. Click on Apps
  3. Accept the T&C
  4. Click on the Downloader Button
  5. Verify that the file downloads to 100%
  6. Run the Install file

Solution #2 - The Adobe Air installation is corrupt.  Reinstall Adobe Air.

  1. Go to get.adobe.com/air
  2. Download and Install Adobe Air
  3. Run the Pruvan install file

Solution #3 - You don't have permission to write to the Program Files (x86) directory.  You must have admin rights to install the Downloader.

  1. Press Win-S on your keyboard
  2. Type in 'Control Panel'
  3. Open up your Control Panel
  4. Click on User Accounts
    • This should bring up the 'Make changes to your user account' screen
  5. Look under your username, by your user icon (photo), it should say Administrator
    • If it does not, contact your system administrator and have them install Adobe Air and the Pruvan Downloader on your computer

Solution #4 - Adobe Air does not have permission to write to the Program Files (x86) directory.  Air must have admin rights to install the Downloader.

  1. Go to C:\Program Files (x86)\Common Files\Adobe AIR\Versions\1.0
    • If you don't have a Program Files (x86) folder, then use 'Program Files'
  2. Click on Adobe Air Application Installer.exe to select it
  3. Right-click on the same file and select Properties
  4. Click on the Compatibility tab
  5. Check the 'Run this program as an administrator' checkbox
  6. Click Apply
  7. Click OK
  8. Go to where you downloaded the Pruvan Downloader install file
  9. Click on the install file to select it
  10. Right-click on the same file and select Open With
  11. Click More Options
  12. Scroll down to the bottom and click 'Look for another App on this PC' (Win8)
    • Click Browse (Win7)
  13. Navigate to C:\Program Files (x86)\Common Files\Adobe AIR\Versions\1.0
  14. Select Adobe Air Application Installer.exe
  15. Click Open
    • A User Account Control window should open
  16. Click Yes

Solution #5 - You do NOT get the User Account Control window when installing the Downloader (step 15 in Solution #4 fails).  UAC must be enabled for Adobe Air to install programs correctly.  If you got the UAC window in the previous solution, skip to #6.

  1. Press Win-S on your keyboard
  2. Type in 'Control Panel'
  3. Open up your Control Panel
  4. Click on User Accounts
  5. Click Change User Account Control Settings
  6. Your UAC slider must be set to at least 3 steps above Never Notify
  7. This step is listed as 'Notify me only when apps try to make changes to my computer (default)
  8. Click OK
    • The UAC window should come up
  9. Click Yes
  10. Run the Pruvan install file

Solution #6 - Your security software suite is blocking Adobe Air from making changes to your computer.  This is usually done by the anti-virus component of the security software and not the firewall.  These are suites like McAfee and Norton.  You must allow the changes to your computer to be made if there's a pop up from your security software, change the settings of your security software to allow Air to make changes, or temporarily disable your security software until after the Downloader is installed.  After you've completed this step re-install Adobe Air and then attempt to run the installer again.

Solution #7 - Something else is going on with your PC, that would need to be diagnosed locally.  Manually install the Pruvan Downloader.

  1. Have an unzip program handy
  2. Open you unzip program
  3. Open the Pruvan install file in the unzip program
  4. Extract all of the files to a folder labeled exactly 'PruvanDirectDownloader' in your Program Files (x86) folder
  5. Close your unzip program
  6. Open your File Explorer
  7. Go to C:\Program Files (x86)\PruvanDirectDownloader
  8. Click on PruvanDirectDownloader.exe to select it
  9. Right-Click on the same file
  10. Select Create Shortcut
    • A warning window will pop up saying 'the shortcut cannot be created here, would you like to create it on the desktop?'
  11. Click Yes
  12. You can now run the Downloader from your desktop shortcut

Adobe Air and Chrome OS

Chromebooks and other devices that run Chrome OS are not supported by Adobe Air. The primary difference between this and other laptop and desktops is that Google Chrome OS is designed to operate entirely off of the Internet. That means you won't store data or run programs on the computer itself; rather, everything will Web-driven. Please use a PC that runs an OS supported by Adobe Air such as Windows or Mac OS.  Visit http://www.adobe.com/products/air/tech-specs.html for more information.

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