Troubleshooting download and setup
We're sorry that there were problems during setup. Please refer to this guide for solutions to some common problems. If none of these suggestions help, please contact us, and we will be happy to assist you.
I can't find the file I downloaded.
Just download the file again. The WebSetup files are very small, and are usually stored
in your web browser's temporary files folder, so the second download often only takes a second or less.
I get the message "C:\Windows\Application Data\Microsoft\Installer\... is not a valid
Win32 application," or something similar.
Try restarting your computer, and then try starting the program again. If that doesn't help,
click Start, then Settings, and then Control Panel. Open the Add/Remove Programs control panel,
find the product in the list, and click Add/Remove. Choose the option to Repair the product,
and then click Finish. That should solve the problem.
I receive the message "This installation package could not be opened" or "Setup was unable to find
the installation files."
The most common reason for this error is that you are not currently connected to the Internet.
WebSetup must download a few more installation files from the Internet to complete successfully. Connect to the
Internet and try again.
This error can also occur if you have certain "download accelerator" programs installed, such as GetRight or Go!Zilla. If you are having troubles with the setup procedure, try disabling any of these types of programs.
Another common reason this error might occur is that a firewall or other network security device is preventing you from downloading the product. You can bypass this by installing it manually. This process is a little more complicated than the normal setup procedure, but not terribly difficult. Click here for instructions.
Another possible explanation, although rare, is that there was an undetected error while the product was downloaded. In this case, clear your browser's temporary files folder (in Internet Explorer, click the Tools menu, then Internet Options, and then "Empty Files" on the General tab). Then, download the file again.
I receive a "file not found" or "the page could not be displayed" message.
There may have been a temporary interruption in your Internet connection. Try downloading the file
again in a minute or so.
I receive the message "Your system administrator has restricted you from installing this software
without approval" or something about administrative priviliges.
Your system administrator has set options to prevent you from installing certain software.
Contact this individual for assistance in installing this product; they should be able to disable these
restrictions for you, give you a special login name and password to use, or install the software for you.
None of the above suggestions helped, or my question isn't listed.
Click here to contact us, and we'll be happy to assist you!
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