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Installation PGP Desktop crashes upon restart - Help!!

Created: 04 Dec 2012 | 7 comments

Hi,

My client just bought PGP Desktop for Home

The restart after installation is crashing the computer ie it hangs
The client does a cold boot and then needs to go thru recovery and
repair and restore the computer before the installation.

We need help!

Details
Computer is Dell 32 bit Windows 7 Service Pack 1 with an Intel Core i5

We downloaded 10.2.1 MP5 for Windows 7 as a zip file.

I noticed there were other choices. Was this the right choice?

Thank-you
David J.

PS: Its kind of urgent! Thanks

Comments 7 CommentsJump to latest comment

Tom Mc's picture

You have the correct install package - just make sure you are using the 32 bit installer (the package also includes the 64 bit installer). 

It sounds like you did not encrypt the disk, so decryption does not appear necessary.

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davidjay007's picture

Hi,

It didn't work. We did select the 32 bit but now I realized we bought the wrong product.

We should of bought desktop home not desktop email.

Thanks and I may be back once I can sort this all out.

David j.

Tom Mc's picture

Actually, the install software is the same; it is just the license you need changed - it is the license that determines which components are activated for your use. You might need to contact Customer Support who handles all licensing issues. 

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davidjay007's picture

Hi,

I was advised by sales not to get the Desktop Home becuase of no support.

Let me review again. We downloaded the zip file. We unzipped and ran the 32 bit version. 

Then it installed and then asked to restart then Windows hung on the restart. We cold booted then it went into recovery mode etc as described above

I don't want to change license at this pt I jsut want to get this to work the Desktop Email.

What could cause this.

Thanks

David j.

Tom Mc's picture

If you haven't already, please read the PGP release notes to make sure you don't have any known conflict in your system.

Have you tried another installation?  Was installation from an admin account?  It might help to disable AV before installing.

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davidjay007's picture

Hi,

I'm going to try these tomorrow; however I have a question about what we downloaded.

One of the download filters is File Version. Maybe we downloaded the wrong one.

The list is:

10.2.1 MP5 Windows Base Product + Inline Update
10.2.1 Windows Base Product + Inline Update
10.2 MP5 Windows Base Product + Inline Update   

We downloaded 10.2.1 MP5.   Maybe we should of downloaded 10.2.1

and whats the difference btw BaseProduct + Inline Update

David j.

Tom Mc's picture

The PGP software is always being updated for additional functionality and/or bug fixes.  The first 10.x version was numbered 10.0.  10.2 is a more recent update, with 10.2.1 then being a more recent update to that.  Every few months, there is a Maintenance Pack released as a further update.  The most recent version has the latest improvements and bug fixes.  Of those versions you have available for download, 10.2 MP5 is the oldest, 10.2.1 is the next oldest, and the most recent is 10.2.1 MP5.  You selected the best option.

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