Uninstall/Install canceling issue
So I downloaded the new version of Hitfilm and it won't install. If 1st tried to uninstall the old version like the site suggests but it keeps saying "Account already exists" and cancels the uninstall. Then when I try to just install the new version. It says the same thing and cancels the install. I tried going to every directory on my computer to manually delete every iteration of it I can find but even with them all (that I can find) deleted, it still won't install or uninstall.
Answers
-
@Damion Please list your specs per the sticky at the top of the page:
BTW, if you are on Win11, that is currently not a supported OS.
-
MY PC specs:
CPU- Ryzen 5
GPU(s)- AMD RX570
Operating System and version- Windows10(64bit)
Total RAM- 32 GB -
It may be that you need to "Deactivate" your Hitfilm first, then install and activate the new version. Just a thought.
Maybe I don't know what I am talking about.
-
Well, if that's the case, I'm in a very bad situation because I deleted the old version and I can't get it back on my computer.
-
DEACTIVATE takes place on the FXHome website not on your computer. This comes in handy if a user has a hard drive crash or a computer is lost or stolen. Easy to install on new drive etc. log in to your FxHome account and do it there.
-
Fxhome.com/account
From there you can manage activations and download Installers.
-
@Damion You should always be able to install and uninstall HitFilm, regardless of your license being activated or not. Something must have corrupted on you machine.
Could you please contact support and copy the link to this thread please?
In the meantime, one thing that you can try is running the installer of the version you have installed and choosing the "Repair" option. You start it via Windows Settings -> Apps (same as your screenshot above) and then press the "Modify" button.
However your installer on your machine may be corrupted so this might not work. If you contact support we will get you up and running again.
Sorry for the inconvenience!
-
Yeah, I've long contacted them and to this day I still haven't gotten a response. That's why I came here.
-
@Damion Oh, sorry to hear that. We are having trouble with the support system where some responses never seem to come through. If you go to https://fxhome.com/questions (make sure you're logged in with your fxhome account), you should be able to see your support ticket and answer there or check for a response.
Regarding your issue, did you try to do a repair?
-
Tried the installer repair method, still the same result. Tried deactivating the products on my account. Still no joy. Outside of doing a full "factory reset" of my computer, there's nothing else I can think of or do.
