just installed; it updates then black screen

soarfree
soarfree Posts: 20 Arc User
edited April 2012 in Support Desk
hello,

I just installed PW. I didn't have any problems installing it. When I try to run it, it does a patch update (every time), then lets me click start. After I click start I see a black screen with the PW mouse pointer, and then that goes away, and the PW launch screen goes away a second later. I'm not sure what to do. I'm not very computer literate...

I looked at past posts to try to solve the problem. I tried to install the patches manually from the PW website and the mirror patch and those didn't work. I tried temporarily disabling real-time scan for my anti-virus software, and also added PW to the exception list for my antivirus software. I also went through windows updater and updated everything there.

I use a wireless internet connection. I don't have control over it (I live in a dorm-it's the school's internet connection). I'm not sure if that makes a difference or not.

I'm running windows vista 32-bit, lenovo T60 thinkpad with 3 GB RAM
I ran a DxDiag and no problems were found.


Any help would be appreciated. thanks
Post edited by soarfree on

Comments

  • SylenThunder - Twilight Temple
    SylenThunder - Twilight Temple Posts: 7,908
    edited April 2012
    soarfree wrote: »
    hello,

    I just installed PW. I didn't have any problems installing it. When I try to run it, it does a patch update (every time), then lets me click start. After I click start I see a black screen with the PW mouse pointer, and then that goes away, and the PW launch screen goes away a second later. I'm not sure what to do. I'm not very computer literate...

    I looked at past posts to try to solve the problem. I tried to install the patches manually from the PW website and the mirror patch and those didn't work. I tried temporarily disabling real-time scan for my anti-virus software, and also added PW to the exception list for my antivirus software. I also went through windows updater and updated everything there.

    I use a wireless internet connection. I don't have control over it (I live in a dorm-it's the school's internet connection). I'm not sure if that makes a difference or not.

    I'm running windows vista 32-bit, lenovo T60 thinkpad with 3 GB RAM
    I ran a DxDiag and no problems were found.


    Any help would be appreciated. thanks
    Have you set it to run with Administrator rights?
    [SIGPIC][/SIGPIC]
  • soarfree
    soarfree Posts: 20 Arc User
    edited April 2012
    Just tried to run it with administrator rights and it didn't work.
    Is there anything else I can try/other information you need?

    Thanks for the help
  • SylenThunder - Twilight Temple
    SylenThunder - Twilight Temple Posts: 7,908
    edited April 2012
    After you disabled the real-time scan did you verify the files? May take a couple of tries.
    You will also want to add the client's directory to the exceptions list.
    [SIGPIC][/SIGPIC]
  • soarfree
    soarfree Posts: 20 Arc User
    edited April 2012
    I haven't tried verifying the files with real-time scan disabled. I'll try that.
    I don't think I added the client's directory to the exception's list either. I'm honestly not sure how to do that.
    I added the executable files to my anti-virus software exception list, and the program to my firewall exceptions.
  • soarfree
    soarfree Posts: 20 Arc User
    edited April 2012
    Verifying it didn't work. I think I'm going to uninstall it and try re-installing it this weekend but use the torrent method. You said in previous posts the torrent works better. Maybe something went wrong when it was installing. I'll try to get a wired connection to the internet too.
  • SylenThunder - Twilight Temple
    SylenThunder - Twilight Temple Posts: 7,908
    edited April 2012
    Yeah, I've seen a lot of cases where the fake direct download with the Pando cloud has missing or corrupt files.
    [SIGPIC][/SIGPIC]

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