Desktop Application (18.7.10) not installing

[OITMGR_Andy]

Hello

We're having some trouble installing the 18.7.10 desktop application to our systems and was wondering if anyone had any suggestions to help?

We run the MSI, it gets to the point of "Gathering information" then closes and that's it - nothing further.

We're running it as local administrators, tried to deploy through Azure Intune and via direct download from 3CX webclient, been tried on two different machines (1x Windows 11, 1x Windows 10 - both fully up to date). I've put exclusions into the antivirus (Sophos) per previous forum posts. There's nothing shown in Event Viewer aside from a generic "Fatal Exception" message in Windows Installer around the time of the install, no folders created, nothing in Add/Remove programs either.

If I try to install an older version (18.5.28) it claims a newer version is already installed onto the system but I can't seem to find any indication of it. I've rebooted both machines half a dozen times too. This has only happened in the last few days or so, previous installations of version 18.5.28 worked fine on the other machines.

Is there an uninstall tool / guide that can clear out any hidden remnants of the installation or anyone have any steps for me to try to get this resolved?

Thanks in advance.

Andy

 

[NickD_3CX]

Hi Andy,

We don't have any uninstall tool, but there are some software out there, some also free, that could help you remove it even through not correctly installed.

About the issue installing it in the first place, have you tried doing it on any other PC that you haven't experimented with Intune or have an AV on there?

 

[OITMGR_Andy]

Hi Nick

Thanks for the update. No, we don't have any non-Intune or non-AV systems available at present though may be able to spin up a VM to test on later this week.

Strangely enough I've kind of got it working to some extent within the last minute:

Right-click the 18.7.10 msi file and use the Uninstall option (even though no indications in any system files/registry/program files that it was installed this still appeared to do something), then reboot PC. After this I'm able to install the 18.5.28 version via the MSI with no issues but the 18.7.10 version still will not install (though it will let me update to 18.7.10 via the application itself). Possibly corrupted MSI file? I'll try re-downloading later and test, on plus side we have a working app on production systems.