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ShadowProtect / ShadowSnap Software Hangs on Installation


1. Problem

In certain cases the ShadowSnap and/or ShadowProtect MSP software hangs indefinitely on installation.

2. Cause

This issue can be caused by a process spawned by the installer failing to completely execute. For example, one of the first tasks the installer invokes is regedit.exe. If the installer is unable to execute regedit.exe properly, then the installation will hang or fail.

3. Solution

We recommend monitoring Process Explorer during the installation process to determine what the installer is actively trying to do.

In the example above, we found the ShadowProtect installer spawned a regedit.exe process that had not finished executing.

In troubleshooting, we attempted to open regedit.exe manually from the command line and were prompted with the message "Registry editing has been disabled by your administrator".

In this manner, we were able to determine the cause of the installation issue.

In conclusion, we recommend applying this same logic in other scenarios when you are having issues with an installation.

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