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Author Topic: LR software won't install  (Read 454 times)
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bthangavelu
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« on: February 03, 2019, 06:49:10 AM »

Dear Tech Support,

We purchased LR way back in 2010 and subsequently installed on our (then) WIndows 8 laptop with no problem and upgraded both LR and Windows over the intervening years. It was running fine on Windows 10 when I deactivated and then uninstalled (as our 1st child had outgrown it and to save space) a few years ago.

We have recently had our second child and would like to install it again on a new Microsoft Surface Pro 6 we'd just purchased. I logged in and downloaded the software and attempted to install it. The installer prompted me for UAC authorisation and ran fine up to the point where it actually started installing. Then it just hung there with the progress bar at maybe 5%. I waited hours, even days but it did nothing and I eventually had to use task manager to kill the process.

I then tried reinstalling the same version on our old laptop which we know it used to work on (though WIndows 10 may have had updates in the meantime) but this also experienced the same problem.

As a possibly related note, a lot of the graphics/backgrounds in the installer didn't display properly (on both computers) such as even the Next button but I could still at least start the installation.

Please can you provide assistance into debugging the problem so that we may get it to install. I'm an IT professional so am well versed in complex software installation debugging etc. so don't feel shy

Tom (on behalf of my Wife)

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bthangavelu
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« Reply #1 on: March 02, 2019, 07:38:38 AM »

Very unimpressed that no-one from BrillKids support has responded to this post or contacted me regarding this. Does anyone know if there is any was to access proper support other than the forums?

Tom

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bthangavelu
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« Reply #2 on: March 02, 2019, 07:51:11 AM »

Anyway, for the benefit of others who may also encounter the same problem, here is the solution I eventually figured out:

You need to run the installer in Compatibility Mode for Windows 7.
1. Extract the installer from the zip
2. Right click on the installer and select Properties
3. Click on the Compatibility tab
4. Tick the Compatibility Mode box
5. If necessary, select Windows 7 from the drop down
6. Click OK
7. Launch the installer and you should now be able to complete the installation.
This also works for LittleMaths and LittleMusician.

Also, be aware that the software requires .NET 3.5 which may not be installed on your device. You should be able to install this as a Windows Feature. I had difficulties because Windows had updated recently but not rebooted and I got .NET installation errors. After reboot it installed fine and I was able to run the software.

Tom

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