can't install new programs

Question

Some kind of error going on - I'm not able to install new programs/apps. I worked with tech support from Adobe for several hours trying to get Premiere installed, they took control of my computer remotely but were unable to get their products installed and working.

I purchased a new anti-virus app Aura, but was also unable to install it.

The people from Adobe gave up and said I needed to contact Microsoft instead. Please help with this.

Answer 1

If you're unable to install new programs or apps on your Windows system, there are several troubleshooting steps you can take:

1. Check for Permissions: Ensure that you have the necessary permissions to install software. Sometimes, user account control settings can prevent installations.
2. Windows Event Log Service: Make sure that the Windows Event Log service is running, as issues with this service can prevent installations. You can check this by:
   • Pressing Windows + R, typing services.msc, and pressing Enter.
   • Finding the Windows Event Log service and ensuring it is set to automatic and running.
3. Antivirus Interference: Sometimes, antivirus software can block installations. If you have antivirus software like Aura, consider temporarily disabling it to see if that resolves the issue.
4. Check for Windows Updates: Ensure your Windows system is up to date, as pending updates can sometimes interfere with installations.
5. Reboot Your Computer: A simple restart can sometimes resolve issues related to installations.
6. Use Troubleshooting Mode: If you have Microsoft Defender Antivirus enabled, you may need to turn on troubleshooting mode to allow installations. This can be done by requesting your security admin to enable it, and then following the steps to disable tamper protection and real-time protection temporarily.

If you continue to experience issues after trying these steps, it may be beneficial to contact Microsoft Customer Service for further assistance.

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References:

• Troubleshooting mode scenarios in Microsoft Defender for Endpoint
• Troubleshooting Office installation failures

Answer 2

Thanks for sharing the details, Jeff! Try to reset the Windows Installer Engine.

If Windows Installer is corrupted or stuck, no program will install, including Adobe and antivirus apps.

Press Windows + R

Type:

msiexec /unregister

Press Enter (no message will appear)

Press Windows + R again

Type:

msiexec /regserver

Press Enter

This fully resets the MSI service without reinstalling Windows.

See if this helps. If you need further assistance just let me know.

Best regards,

Kimberly