Author Topic: [Resolved] Lumion Download Manager Not Working - Download Setup Failed  (Read 88 times)

jnb5000

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February 09, 2020, 11:12:57 pm
Hi,

I've tried downloading the trial version of Lumion 10 on 3 different computers now (all running windows 10, all downloaded via chrome). On all of them every parameter of windows security is turned off, there is not other antivirus running, and all of the steps are followed including creating rules for inbound/outbound access for the .exe file, and to port 80. I still can't get this working. The file has been run on the desktop, from downloads, all as admin, etc. The hard drives all have more than 30gb space.

Is there anything else I should be doing or anything you can do to assist?

Thanks,
Jack

Re: Lumion Download Manager Not Working - Download Setup Failed
« Reply #1 on: February 10, 2020, 01:27:47 am »
February 10, 2020, 01:27:47 am
Hi Jack

Apologies for the delay in replying, and also to hear you are having such problems despite your best efforts to follow steps to remedy things.

What message if any are you getting about the download?

So the Download Manager (the file Lumion_10_0_2_Download.exe is saving locally after clicking on the Getting Started with Lumion button in the email.  Then what happens after trying to run it from the desktop etc?

Or is it later on once other files have downloaded or started to download?

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jnb5000

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February 10, 2020, 01:34:53 am
Hi Peter,

The .exe file saves fine. When I run it, it does nothing (I assume it is trying to connect) for about 15 - 30 seconds, nothing begins to download, then it pops up with the error saying "downloading setup failed" and redirects me to the help page.

I've attached a screen grab of the error.

February 10, 2020, 01:43:21 am
Thanks jnb5000.

1. So you have been through all steps (excluding Step 2)  in our Knowledge Base article: Why is the Download Manager not working?

2. After making the changes to your antivirus and also firewall, did you reboot the PC?

3. What is the name of your antivirus software?

4. Is there a log file 'logfile.txt' in the D:\lumion folder that you were trying to download to?  If so, then attach to your next reply

5. What happens if you try these slightly alternative steps:
    5.1 Make a new folder under Desktop.  Call it say "Lumion Install".
    5.2 Move the Download Manager to that folder.
    5.3 Try running the exe file using Run as Administrator.

IMPORTANT: Please do not send private messages and emails to members of staff - unless we specifically ask you to send us sensitive information, for example License Keys.

jnb5000

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February 10, 2020, 01:57:08 am
Hi Peter,

Correct.
I've followed it step by step on each computer.
I've rebooted all three also.

All are just using the standard antivirus/firewalls within windows 10.
There has been no log file for any attempt on any PC so far.

I just ran it again via the steps requested below & get the same error.

Thanks for the quick responses.

Jack

February 10, 2020, 02:08:05 am
Hmmm, thanks Jack.

Those steps and in the article will resolve 99.999% of cases.

So there is still something on the network those PCs are connected to that is preventing things.

Please provide the Windows system Information Report:
- In the Windows search field, please type 'system information' and press Enter.
- In the System Information window, select File -> Save.... and wait for the .NFO file to be generated.
- Attach the .NFO file to your next reply or forward it to [email protected].

It may end up being more expedient to go to step 2 which is to download on a PC outside of the network.  Is that a possible?
IMPORTANT: Please do not send private messages and emails to members of staff - unless we specifically ask you to send us sensitive information, for example License Keys.

jnb5000

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February 10, 2020, 02:42:22 am
Hi Peter,

I've just emailed through the NFO file.

That was the main reason I posted. I tried on my PC & Laptop on one network last night, and another PC on a completely different network today. Hopefully it's just something I've overlooked.

Any help would be appreciated.

Thanks,
Jack

February 10, 2020, 03:34:47 am
Thanks for the NFO file Jack, I will take a look.

Usually, it's a straight forward process to download and install, but occasionally there are some things on some systems that don't make the process easy.  So nothing you've forgotten, just something different especially when tested on two different networks.
IMPORTANT: Please do not send private messages and emails to members of staff - unless we specifically ask you to send us sensitive information, for example License Keys.

February 10, 2020, 04:01:08 am
Hi Jack

I see that an antivirus software ESET Endpoint Antivirus is running on the PC you provided the NFO report for.

So it looks like more than Windows Defender is running.  Did you also add exclusions/whitelisting/trusted applications to ESET?

Also, there is 23.3GB of free file space on C: drive.  So you would need to download the install files to the D: drive you tried previously.  Note that during the download files are temporarily saved to the C: drive in your users' folders, but if everything works as should then for each install file (.BIN) the parts are saved to the final destination drive, so free file space should be OK.

For Lumion 10 you also need at least 28GB for the installation, so you would need to install on D: or one of the other drives, and not C: drive.

And you still need at the minimum 30GB for Windows and Lumion to operate well.  So you would need to free up some more file space form C: drive before opening Lumion.
IMPORTANT: Please do not send private messages and emails to members of staff - unless we specifically ask you to send us sensitive information, for example License Keys.

jnb5000

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February 10, 2020, 04:26:03 am
Hi Peter,

Apologies, I didn't realise the work PC was running Eset.
I added an exclusion & still get the same message. I then paused all of Eset's protection & still nothing works.

I wasn't planning on running the trial on this PC, I just wanted to download the install files to run the trial on my PC to test it out of work hours. As per what you said, D: drive has plenty of space so it should be no issue.

I'm happy to send an NFO file from the other PC to see if there is a common denominator as there is 100% no antivirus besides Windows.

Any other thoughts?

Thanks,
Jack

February 10, 2020, 04:54:35 am
...

I'm happy to send an NFO file from the other PC to see if there is a common denominator as there is 100% no antivirus besides Windows.
...

Yes, thanks Jack.

In meantime I will try your files download here to see how it goes, otherwise starting to run out of ideas.
IMPORTANT: Please do not send private messages and emails to members of staff - unless we specifically ask you to send us sensitive information, for example License Keys.

February 10, 2020, 05:26:53 am
Hi Jack

 :-o  :-o

Our apologies.

I have tested your download and also another test download for the Trial and it looks like there might be a problem elsewhere.  I can download my Pro version OK, so it must be specific to the Trial downloads.

I have sent a message to my colleague in the Netherlands who looks after such things, for investigation.

Again apologies for the time you have spent on this.  We will update this topic once we have some more details.
IMPORTANT: Please do not send private messages and emails to members of staff - unless we specifically ask you to send us sensitive information, for example License Keys.

February 10, 2020, 08:18:44 am
Hi Jack

Please try now.  The problem has been fixed, and I have tested it here and it's working.

Once again, apologies for the problems.

ps: you may also want to take a look at Lumion Pro which includes all features and Lumion Library content.  See our Knowledge Base article: Is there a Trial version of Lumion?
IMPORTANT: Please do not send private messages and emails to members of staff - unless we specifically ask you to send us sensitive information, for example License Keys.