Norton -Cannot install v5.18 into Windows 10 64-bit [SOLVED]

[northch]

I was running Sandboxie 5.16 in Windows 10 Pro, saw the update notice for 5.18, and tried to update. The update was not successful; v5.16 remained. The Event Viewer message:

Faulting application name: SandboxieInstall-64-bit-2280062.exe, version: 5.18.0.0, time stamp: 0x567f796c
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc000041d
Fault offset: 0x00ba05a4
Faulting process id: 0x1ab0
Faulting application start time: 0x01d2b777ece53d65
Faulting application path: C:\Users\[Name Removed]\AppData\Local\Temp\SandboxieInstall-64-bit-2280062.exe
Faulting module path: unknown
Report Id: 36227005-4de5-46d9-ae9d-f0b1f41bb93b
Faulting package full name:
Faulting package-relative application ID:

I have tried this multiple times, always getting the same Event Viewer problem.

As background, this PC has Blue Ridge Networks AppGuard. Before attempting an update, I turned AppGuard to Protection Level = off.
I have a 2nd PC also with AppGuard, which I was able to update successfully to v 5.18. I have other PCs without AppGuard, and I was able to successfully update those as well.

I also tried uninstalling v 5.16 with Revo Uninstaller, using Revo to clean the registry remnants and leftover files. I then tried to a fresh install of 5.18, but got the same problem. I then was able to successfully reinstall v 5.16.

What do you suggest I try to successfully install 5.18?

[Barb@Invincea]

Hello northch,

Are you also receiving any specific error messages when trying to install Sandboxie? (Anything coming from the Sbie installer?)

Have you tried downloading Sandboxie directly from the website, instead of downloading to a temporary location?
https://www.sandboxie.com/index.php?DownloadSandboxie

One more thing to test is to try installing Sandboxie in a different location.

Regards,
Barb.-

[northch]

Barb,

Thanks for the reply. Please see my answers below:

[Are you also receiving any specific error messages when trying to install Sandboxie? (Anything coming from the Sbie installer?)] No.

[Have you tried downloading Sandboxie directly from the website, instead of downloading to a temporary location? https://www.sandboxie.com/index.php?DownloadSandboxie] Yes. That was the fresh install I tried after I completely uninstalled Sandboxie. That did not work either.

One more thing to test is to try installing Sandboxie in a different location.. Please describe what you mean by this. Not sure what you mean

Thanks

[Barb@Invincea]

northch,

Please describe what you mean by this. Not sure what you mean

When you start the installation process for Sandboxie, you are presented with "Choose Install Location" .
Try installing it to a different location than before, see if that makes a difference.

That was the fresh install I tried after I completely uninstalled Sandboxie. That did not work either.

What happened, exactly, when you tried to install it from the website's executable file?

Regards,
Barb.-

[northch]

When you start the installation process for Sandboxie, you are presented with "Choose Install Location" .
Try installing it to a different location than before, see if that makes a difference.

and

What happened, exactly, when you tried to install it from the website's executable file?

The website's executable installer never makes it that far. It just stops without providing a message or a dialog box. I tried to run it again just now with AppGuard off. While I did that, I was watching what was happening in C:\Admin\Users\[Username Removed]\AppData\Temp\. A tmp file formed briefly and then disappeared. I thought the cause might be my Sophos XG home firewall, but I could update Sandboxie on all of our other PCs (3 others), including one with AppGuard, and all are behind the Sophos XG firewall. If the Sandboxie installer calls websites like amazonaws.com or similar (some of the time), let me know and I'll whitelist those websites in Sophos XG web filter. I did not detect any related blocks in the web filter of Sophos XG. If there are different ports at play other than normal web ports, I would need to whitelist them. The problem with thinking that this is Sophos XG is that I also tried to run the updater while connected to Verizon Wireless data, where I do not have a firewall. Same problem.

When I try to update within the program, in the AppData folder, the only difference in behavior is that I see the Sandboxie 5.18 installer executable downloaded. First it downloads 5.18, then 5.18-64bit. Then a tmp file forms and either disappears or stops forming.

I get the following Event Viewer events

1. 1015. MSI Installer. Failed to connect to server. Error: 0x800401F0.

2. Event ID 1000. Faulting application name: SandboxieInstall64-518.exe, version: 5.18.0.0, time stamp: 0x567f796c
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0x80000003
Fault offset: 0x00b905a4
Faulting process id: 0x2be8
Faulting application start time: 0x01d2b7b1d166c555
Faulting application path: C:\Users\[Admin Name Removed]\Desktop\SandboxieInstall64-518.exe
Faulting module path: unknown
Report Id: 53411fd1-026d-4e4a-8898-ada681fbf84e
Faulting package full name:
Faulting package-relative application ID:

2nd Event ID: 1000. Faulting application name: SandboxieInstall64-518.exe, version: 5.18.0.0, time stamp: 0x567f796c
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc000041d
Fault offset: 0x00b905a4
Faulting process id: 0x2be8
Faulting application start time: 0x01d2b7b1d166c555
Faulting application path: C:\Users\[Admin Name Removed]\Desktop\SandboxieInstall64-518.exe
Faulting module path: unknown
Report Id: 9df08815-20e4-4389-be24-d3fbca650b61
Faulting package full name:
Faulting package-relative application ID:

You can tell I last tried to install it from the desktop folder. With AppGuard off, I don't recall a problem installing anything from any folder.

No related AppGuard events in Event Viewer.

Happy to try any more suggestions that you may have. Thank you for the help

[northch]

Barb,

I noticed a bunch of crashdump files in the appdata folder. I can email them to you if it would help

[Barb@Invincea]

Hi northch,

So, what other security applications do you have installed? This does not seem like a Sandboxie issue, but something your apps are blocking, since the installation does not even start.

Is there a way to add an exception to your Firewall for the Sandboxie installation file?
Do other programs install correctly?

If you try to register Sandboxie, do you receive any error messages?

Regarding those crashdump files, see if you can upload them to a free hosting site, so that we can have a look.
But, I suggest you turn off all of your security applications and re-try downloading and installing Sandboxie from scratch.

Regards,
Barb.-

[northch]

Barb,

Thanks for pointing me in the right direction.

The culprit was Norton Security. Even though the Sandboxie installer scanned clean and was clean in Norton's Insight, Norton blocked it and did not alert, even though Norton is set up to alert. Furthermore, there was no Norton record of blocking the Sandboxie installation. I simply went straight to whitelisting the Sandboxie installer in Norton , and then Sandboxie installed. Have not seen anything like this before from Norton or any other AV, but I'm glad this is now solved. Thanks again.