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- Aug 3, 2010
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- #1
This is not my issue, rather another users issue that I helped them with. I am creating this thread because I know other users have had this issue and there is no good known resolution yet.
So therefore I am posting this thread to possibly attract other users to solutions for the issue.
The issue is, when installing Rosetta Stone V4 TotalE, once installation has completed and you run the program you get a grey screen and your computer completely freezes. (no ctrl+alt+del, no caps lock or numlock led responding). Reinstalling software does not help, and you may get random warnings to upgrade Adobe AIR to latest version even if it already appears to be the latest version. (I think this might be related to the lock up not sure).
Here are the things we have tried thus far:
MSConfig/Autoruns ran, no visible issues or rogue startup programs.
AVG, MalwareBytes, Kapersky, Microsoft Security Essentials ran, no virus.
Rootkit detectors ran, no virus.
Combofix ran, no virus.
(When running ComboFix we noticed pieces of AVG still remained and Combo will not let you continue until its fixed, so we had to run the AVG Removal Tool, and even it did not fix the problem, so after searching for AVG regkeys and folders, we finally got it out of the system)
Rosetta Stone Service Disabled (services.msc)
Noticed that we were given a Rosetta Service 1141 error without service started
And can exit program normally... so its normal until after it communicated with this service apparently, or maybe later after that.. not sure if its related.
With service started app locks up... as expected.
Cannot use Processor Monitor to look at the situation because the whole computer locks up (why does Process Monitor not have a real time log to disk option???)
After several attempts of removing Adobe AIR and reinstalling, we were no longer getting Adobe Air installation prompt..
Rosetta still locks System up
There are no updates for V4 that we could find at this time.
Backed up users data
HP Factory Restore initiated.. installed Rosetta first thing after the entire system recovery operation, works flawlessly.. I hate when a reformat fixes the issue... didn't learn much! But I hope this information helps other users to find this thread and contribute to the issue... as there are other users out there still experiencing this same problem.
So therefore I am posting this thread to possibly attract other users to solutions for the issue.
The issue is, when installing Rosetta Stone V4 TotalE, once installation has completed and you run the program you get a grey screen and your computer completely freezes. (no ctrl+alt+del, no caps lock or numlock led responding). Reinstalling software does not help, and you may get random warnings to upgrade Adobe AIR to latest version even if it already appears to be the latest version. (I think this might be related to the lock up not sure).
Here are the things we have tried thus far:
MSConfig/Autoruns ran, no visible issues or rogue startup programs.
AVG, MalwareBytes, Kapersky, Microsoft Security Essentials ran, no virus.
Rootkit detectors ran, no virus.
Combofix ran, no virus.
(When running ComboFix we noticed pieces of AVG still remained and Combo will not let you continue until its fixed, so we had to run the AVG Removal Tool, and even it did not fix the problem, so after searching for AVG regkeys and folders, we finally got it out of the system)
Rosetta Stone Service Disabled (services.msc)
Noticed that we were given a Rosetta Service 1141 error without service started
And can exit program normally... so its normal until after it communicated with this service apparently, or maybe later after that.. not sure if its related.
With service started app locks up... as expected.
Cannot use Processor Monitor to look at the situation because the whole computer locks up (why does Process Monitor not have a real time log to disk option???)
After several attempts of removing Adobe AIR and reinstalling, we were no longer getting Adobe Air installation prompt..
Rosetta still locks System up
There are no updates for V4 that we could find at this time.
Backed up users data
HP Factory Restore initiated.. installed Rosetta first thing after the entire system recovery operation, works flawlessly.. I hate when a reformat fixes the issue... didn't learn much! But I hope this information helps other users to find this thread and contribute to the issue... as there are other users out there still experiencing this same problem.
