Can't Update Because Uninstall Fails

malexandrou

I'm trying to update to the latest version of Boxcryptor, but the update is failing because:

"The older version of Boxcryptor 2.2 cannot be removed. Contact your technical support group."

I'm on Windows 7. My current version of Boxcryptor is 2.2.415.246. I've upgraded in the past without problems.

Florian

Hi,
I'm sorry for your troubles!
Try to uninstall Boxcryptor and download the latest version from https://www.boxcryptor.com/en/download

If this doesn't work, please contact support@boxcryptor.com referring to this thread and send them a debug log of your installation.

To start the setup in debug mode, open the run command of windows (windows button + R) and type in the path to the Boxcryptor Setup. Add the parameter "/log Log.txt" (e.g. "C:\Users\Malexandrou\Desktop\Boxcryptor_v2.0.409.325_Setup.msi" /log Log.txt)

Kind regards,
Florian

malexandrou

Uninstalling didn't work i.e. I got the same message.

Log file sent.

malexandrou

For anyone else with the same problem, the support team was able to help me fix my situation. The fix involved using this program from Microsoft to "force" an uninstall so that I could reinstall: https://support.microsoft.com/en-us/mats/program_install_and_uninstall

Thanks!