Problem installing on 2nd device

mporter2023
mporter2023 Posts: 4 New Member

I renewed my sub for Total, and 3 devices. Installs fine in first device. Install on 2nd device (laptop, windows 7) appears to work. but does not really conclude, and when I click on the f-secure icon the f-secure screen outline flashes on the screen but does not display. Tried this twice.

What is up?

Accepted Answer

Answers

  • mporter2023
    mporter2023 Posts: 4 New Member

    Thank you for answering so quickly.


    1. I know about Win 7, but will deal with that later.
    2. I did not get an error message when installing Total, but I did try installing Net 4.7.2, and the installer said it would repair my install. No error messages.
    3. Restarted the computer and the problem persists.
  • Ukko
    Ukko Posts: 3,522 Superuser
    edited April 30

    Hello,

    I edited my reply later (with some more references), can you check subject of this topic:

    is it possible that still can occur or applied to your situation?

    // later added:

    and there is one more point

    Installing Microsoft Edge WebView2 Runtime manually - F-Secure Community

    Firmy
  • mporter2023
    mporter2023 Posts: 4 New Member

    I did look at the SAFE issue and I don't think it applies -- the NET install did not throw any error. Neither did the Total installer.

  • Ukko
    Ukko Posts: 3,522 Superuser

    Hello,

    I did look at the SAFE issue and I don't think it applies -- the NET install did not throw any error. Neither did the Total installer.

    Thanks for your feedback.

    In this case, it may be easiest to contact their Support directly through the official communication channel (although in mentioned topic, the user wrote a rather similar description - that the UI seems to appear and immediately disappear. no errors; however, it is not clear whether that reply from F-Secure with a certain suggestion was a solution).

    For example, web-chat option in the bottom right corner there: Contact support | F-Secure

    Support Agents can collect fsdiag and then to perform an analysis.

    Still the problem sounds like the .NET Framework being used (or parts of it, or things like the 3d acceleration mentioned) is having a problem. However it is unclear whether (and why) the installation itself was completed then. So I would still try to see if there is anything in the Windows log (Event Viewer; click Start -- Control Panel -- System and Security -- Administrative Tools; double-click Event Viewer) about the crash event.

    Thanks!

    Firmy
  • Firmy
    Firmy Posts: 823 Community Manager

    Hello @mporter2023

    Welcome to the F-Secure Community. Thank you for your post.

    I just wanted to check in and see if you're still having issues with the new F-Secure Total app on your Windows 7. If you are, we can help you troubleshoot the issue by generating an FSDIAG report. You can follow the steps in this link to generate the report Using the support tool | Total | Latest | F-Secure User Guides

    Once you have generated the FSDIAG, please let me know. You can send the file to me via private message.

    Please let us know if you require any further assistance. We're always here to help.

    Thank you and have a great day!

    Ukko
  • mporter2023
    mporter2023 Posts: 4 New Member

    Sorry to ghost -- I have been traveling, without internet access.

    I am still having the problem, but so not see how to send a PM. There is no "icon on the right of the Inbox"

    Thank you,

  • Firmy
    Firmy Posts: 823 Community Manager

    Hello @mporter2023

    Thank you so much for getting back to me!

    I just wanted to reach out and ask if it would be possible for you to generate an FSDIAG for me. If it's not too much trouble, could you kindly send it to me via private message?

    I really appreciate your help, and I'm eagerly awaiting your response.

    Thanks again, and I hope you have a wonderful day!

    Ukko