QUESTION   I get an error message when launching/installing for Windows

ANSWER  A firewall, proxy setting, anti-virus, Internet Explorer plugin, or a .NET download problem may be causing the issue.

Errors during installation or launch usually indicate the service cannot be reached, usually due to a firewall, proxy settings, or anti-virus software restricting File Protection Desktop from communicating with the service.

Initial Troubleshooting

If File Protection Desktop is successfully installed:

  1. Go to > Preferences... > Preferences button > Network.
  2. Change the Proxy Setting option from Auto to None.

If the issue occurs when attempting to install File Protection Desktop or the step above doesn't resolve the issue, try the following:

  1. Ensure ports 80, 443 and 4833 are open. Refer to File Protection Desktop Ports and IP Addresses for more information.
  2. Disable any proxy settings.
  3. Disable anti-virus software temporarily. If this resolves the issue, re-enable the anti-virus software and contact the provider of this software for further assistance.
  4. Try an alternative network connection to isolate whether the issue is only occurring on a specific network.
  5. File Protection Desktop for Windows requires .NET 4.6.1. If it is not found, File Protection Desktop will download it and install it automatically. Unstable internet connections can cause the .NET download to fail, which can then cause errors when trying to install File Protection Desktop. If you suspect this has happened, download and install .NET 4.6.1 or later and install it manually.

NOTE   File Protection Desktop relies on the back end of Internet Explorer. On some versions of Windows, it may be necessary to disable SSL 2.0. The Internet Explorer sub-system must be using TLS. Microsoft IE plug-ins may cause issues and should be disabled as part of troubleshooting.

Uninstall and Reinstall

If the issue persists on multiple network locations after performing the checks above, uninstalling and reinstalling File Protection Desktop may help resolve the issue. Refer to Install or uninstall File Protection Desktop.

Windows Cleanup Utility

If the issue persists after a complete uninstall and reinstall, it may be due to Windows being unable to successfully remove the installation. Please follow these steps:

  1. Download the Windows Installer Cleanup Utility.
  2. In the Fixit box, click Run now.
  3. Run the MicrosoftFixit.ProgramInstallUninstall file and follow the installation instructions.
  4. When prompted, select Detect problems and apply fixes for me (Recommended).
  5. Select Installing or Uninstalling for install or uninstall issues, respectively.
  6. When prompted, select File Protection Desktop.
  7. Continue to follow the on-screen instructions to remove File Protection Desktop .
  8. Once removed, download and install the latest version of File Protection Desktop. Refer to Install or uninstall File Protection Desktop.