Installation problem | Kaspersky Internet Security 2012

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When I try to install "nitro_pdf_reader_64" on my notebook (Windows 7 Home Premium 64 bit) I always end up with the error message "Auf das angegebene Gerät, bzw. den Pfad oder die Datei kann nicht zugegriffen werden. Sie verfügen eventuell nicht über ausreichende Berechtigungen, um auf das Element zugreifen zu können."

This is the first time ever that I have see that error message on my notebook.No other sofrtware installation has ever produced this message.

I have as well tried to install the software on a fiend's identical notebook and get the same error message on his notebook.

What can I do to solve this problem?

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Alex Lunnon (Technical Product Manager) February 08, 2012 23:00

Hi There,

It would be good if i could get you to try and Download Nitro Reader again directly to the computer you are wanting to install on.

Once you have done this, if you are able to try and run the installation again that would be great. If the error message appears, can you try and right click on the installation file, and chose, Run As Administrator.

Let me know how you go.

Cheers,

Alex

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Hi There, It would be good if i could get you to try and <a href="http://www.nitroreader.com/download/">Download Nitro Reader</a> again directly to the computer you are wanting to install on. Once you have done this, if you are able to try and run the installation again that would be great. If the error message appears, can you try and right click on the installation file, and chose, Run As Administrator. Let me know how you go. Cheers, Alex

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dg.agimus February 09, 2012 00:14

Hi Alex,

I followed up both recommendations you had given in you reply but neither worked.

First I deleted the old installation file and re-downloaded the same file (for Windows 64 bit) from Nitro’s website again by following the download instructions. Re-installing this file resulted in the described error-message again. Then I ran the installation file again as Administrator and the same error message appeared as well.

Looking forward for your recommendations to identify the cause of the problem.

Best Regards,

Dieter

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Hi Alex, I followed up both recommendations you had given in you reply but neither worked. First I deleted the old installation file and re-downloaded the same file (for Windows 64 bit) from Nitro’s website again by following the download instructions. Re-installing this file resulted in the described error-message again. Then I ran the installation file again as Administrator and the same error message appeared as well. Looking forward for your recommendations to identify the cause of the problem. Best Regards, Dieter

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Alex Lunnon (Technical Product Manager) February 10, 2012 05:34

Im really keen on getting this resolved, are you able to provide me with a screenshot of the error message either in german or english. It would also be great if you are able to get an error number. Generally Windows installer Errors have a error number starting at 1000 and going up, are you able to confirm what this is?

In addition can I confirm what antivirus software you have installed, software known to replicate this error message is Kaspersky Anti Virus and some others, can I confirm what antivirus software you have installed ?

Cheers,

Alex

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Im really keen on getting this resolved, are you able to provide me with a screenshot of the error message either in german or english. It would also be great if you are able to get an error number. Generally <a href="http://msdn.microsoft.com/en-us/library/windows/desktop/aa372835(v=vs.85).aspx">Windows installer Errors</a> have a error number starting at 1000 and going up, are you able to confirm what this is? In addition can I confirm what antivirus software you have installed, software known to replicate this error message is Kaspersky Anti Virus and some others, can I confirm what antivirus software you have installed ? Cheers, Alex

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dg.agimus February 10, 2012 12:45

Hi Alex,

As you can see in the attached "screenshot2.jpg" the error message does not have the typical error number you were looking for. So I assume that the error is not generated by Windows but more likely by some other software which is installed on my notebook.

Referring to your question on antivirus software I have actually installed Kaspersky "Internet Security 2012" on my notebook (a time limited edition which had been pre-installed when I purchased this notebook some 6 weeks ago).

I hope that answered you questions.

Looking forward to your response.

Best Regards,

Dieter

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Hi Alex, As you can see in the attached "screenshot2.jpg" the error message does not have the typical error number you were looking for. So I assume that the error is not generated by Windows but more likely by some other software which is installed on my notebook. Referring to your question on antivirus software I have actually installed Kaspersky "Internet Security 2012" on my notebook (a time limited edition which had been pre-installed when I purchased this notebook some 6 weeks ago). I hope that answered you questions. Looking forward to your response. Best Regards, Dieter <a href="https://s3.amazonaws.com/satisfaction-production/s3_images/696514/screenshot1.JPG?1328877832"><img src="https://s3.amazonaws.com/satisfaction-production/s3_images/696514/screenshot1_inline.JPG?1328877832" alt="" /></a> <a href="https://s3.amazonaws.com/satisfaction-production/s3_images/696515/screenshot2.JPG?1328877852"><img src="https://s3.amazonaws.com/satisfaction-production/s3_images/696515/screenshot2_inline.JPG?1328877852" alt="" /></a>

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Alex Lunnon (Technical Product Manager) February 13, 2012 01:27

Hi There,

Kaspersky Internet Security 2012 has been known to cause issues with our installers and application once installed, it would be great if you could either, disable this and try and install, or alternatively add the installation file into the trusted section under the System Watcher and Application Control area's

Let me know how you go and if this resolves the issue.

Cheers,

Alex

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Hi There, Kaspersky Internet Security 2012 has been known to cause issues with our installers and application once installed, it would be great if you could either, disable this and try and install, or alternatively add the installation file into the trusted section under the System Watcher and Application Control area's Let me know how you go and if this resolves the issue. Cheers, Alex

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dg.agimus February 13, 2012 21:54

Hi Alex,

I followed your instructions, first disabled Kaspersky Internet Security 2012 and then I ran the installation package for Nitro PDF Reader – and this time it worked perfectly!

Afterwards I re-enabled Kaspersky and no problems have occurred since.

Thanks for your support.

Dieter

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- Alex Lunnon (Technical Product Manager) February 14, 2012 01:04
  
  Thats great to hear! Glad you've installed successfully
  
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Hi Alex, I followed your instructions, first disabled Kaspersky Internet Security 2012 and then I ran the installation package for Nitro PDF Reader – and this time it worked perfectly! Afterwards I re-enabled Kaspersky and no problems have occurred since. Thanks for your support. Dieter

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