IM 2 Won't Load


Share/Bookmark
Use this forum to get a solution for any technical issue that you have with IncrediMail (not send/receive problems).
Forum rules
Please read them carefully before posting new topic - Forum rules

IM 2 Won't Load

Postby ramonford5123 » Sun Apr 28, 2013 11:56 am

Your IncrediMail Version: IM 2 - version 6.3.9.5260
Your Internet Browser Type: FireFox 3.5
Your Operation System: Windows XP

What have you done before the problem occurred?
Not able to identify anything that may had caused this fault.

I have auto updates set on my AV - AVG 2013 to load first time each day.


If you receive any error message, please quote it precisely:
IncMail.exe - Application Error

Please provide a full description of the problem:
IM was all OK with every function working correctly.

On loading IM the next day the exe. was locked out.

I have tried a system restore and registry reset to points where the system all worked OK without success.

I have down loaded and installed the latest version after having completely removed IM2 using Revo Uninstaller.
I have used "Windows Uninstaller" to clear out any remnants of IM2. I have tried to install the program in the "Safe" mode but this has not been possible.
When downloading a new version install appears to go through all OK and the stored program appears to have all the correct files in place but the program will not load.This appears to be a not an unusual problem from what I have read on forum and other postings.However I an now in the position where I urgently need to access stored email files which are on IM.

What I should like advice on is it possible to off load the IM-application data/IM to an external USB, and then complete a system reload of win xp sp3, load a new download of IM2 and then hopefully associate the stored IM data with the new IM2 -- QED !!

Please is there any one who is able to offer advise and guidance on this major ( to me) problem and my proposed solution.
ramonford5123
IncrediUser
IncrediUser
 
Posts: 14
Joined: Fri Apr 26, 2013 5:28 pm

Re: IM 2 Won't Load

Postby IncrediAdmin2 » Mon Apr 29, 2013 3:59 pm

I'd like you to download the full setup file for IncrediMail and see if that solves the problem.

Please click the following link to download and install IncrediMail:

http://www.incredimail.com/english/down ... &beta=true

Please let me know if the problem persists.
Best regards,

IncrediAdmin2
IncrediMail Customer Support
IncrediAdmin2
IncrediMail Support Team Member
IncrediMail Support Team Member
 
Posts: 4300
Joined: Tue May 15, 2012 11:42 am

Re: IM 2 Won't Load

Postby ramonford5123 » Tue May 07, 2013 5:34 pm

ScreenShot.jpg


Sorry for delay reply due to holidays.

Downloaded and attempted to install but failed to complete.
I have done this so many times and always get the same result.

Please see attachment of fault record.

Regards ramonford
ramonford5123
IncrediUser
IncrediUser
 
Posts: 14
Joined: Fri Apr 26, 2013 5:28 pm

Re: IM 2 Won't Load

Postby IncrediAdmin2 » Wed May 08, 2013 8:41 am

Please try to perform the following steps:

1. First please click the following link and download the file to your Desktop. When the download completes, run the file and complete the installation:

http://www2.incredimail.com/contents/setup/msicuu2.exe

2. Once the installation has been completed, click the 'Start' menu, then select 'All Programs', and select the following file:

"Windows Install Clean Up"

3. In the window that opens, please search the list for 'IncrediMail'.

4. Select it, click 'Remove', and then click 'Exit'.

5. Click here to download the IncrediMail 2 full setup file:

http://www.incredimail.com/english/down ... &beta=true

6. Please save the file to your Desktop, and install IncrediMail once the download completes.

Please let me know the results.
Best regards,

IncrediAdmin2
IncrediMail Customer Support
IncrediAdmin2
IncrediMail Support Team Member
IncrediMail Support Team Member
 
Posts: 4300
Joined: Tue May 15, 2012 11:42 am

Re: IM 2 Won't Load

Postby ramonford5123 » Wed May 08, 2013 6:33 pm

ScreenShot.jpg


Thank you for the reply

Did as instructed and remove IM 6.3.9.5260 with msicuu2

Reinstalled IM2 from link provided and the result was the installation failed as per attached.

Please advise next step

ramonford
ramonford5123
IncrediUser
IncrediUser
 
Posts: 14
Joined: Fri Apr 26, 2013 5:28 pm

Re: IM 2 Won't Load

Postby IncrediAdmin2 » Thu May 09, 2013 11:47 am

Since you are experiencing this problem, I would like you to try and boot your computer in Safe Mode, which loads Windows with only the necessary drivers, then try using IncrediMail again.

To boot your Windows in Safe Mode, please do the following:
Print out these instructions, so that you can follow them after restarting your computer.
Restart your computer.
Before Windows starts, press the 'F8' key on your keyboard.
Select the 'Safe Mode (with Networking)' option from the 'Mode Select' menu.
After Windows starts up, try installing IncrediMail and let me know if the problem continues to occur.


Note: To restore your computer to its normal state, simply reboot it.
Best regards,

IncrediAdmin2
IncrediMail Customer Support
IncrediAdmin2
IncrediMail Support Team Member
IncrediMail Support Team Member
 
Posts: 4300
Joined: Tue May 15, 2012 11:42 am

Re: IM 2 Won't Load

Postby ramonford5123 » Thu May 09, 2013 5:56 pm

Thanks for reply

Sorry as result as before IM2 will not load.
What next please

ramonford
ramonford5123
IncrediUser
IncrediUser
 
Posts: 14
Joined: Fri Apr 26, 2013 5:28 pm

Re: IM 2 Won't Load

Postby IncrediAdmin2 » Tue May 14, 2013 7:12 am

It's possible the issue you encountered is due to another program you have installed on your computer which conflicts with IncrediMail.

I'd like you to restart your computer, loading only the basic programs, by doing the following:

1. Click the 'Start' menu and in the 'Start Search' dialog, enter 'msconfig', and press on the 'Enter' key.

2. In the 'System Configuration' dialog, select the 'Startup' tab and click 'Disable All'.

3. Restart your computer. With only the basic programs loaded, please try to open IncrediMail and let me know what happens.

Don't forget to repeat steps 1 and 2 and click the 'Enable All' option to restore your computer's default settings.
Best regards,

IncrediAdmin2
IncrediMail Customer Support
IncrediAdmin2
IncrediMail Support Team Member
IncrediMail Support Team Member
 
Posts: 4300
Joined: Tue May 15, 2012 11:42 am

Re: IM 2 Won't Load

Postby ramonford5123 » Wed May 15, 2013 6:02 pm

Thanks for reply

Tried this many times also in the Safe mode both without any success.
Any more thoughts welcomed

ramonford
ramonford5123
IncrediUser
IncrediUser
 
Posts: 14
Joined: Fri Apr 26, 2013 5:28 pm

Re: IM 2 Won't Load

Postby IncrediAdmin2 » Mon May 20, 2013 3:06 pm

Please uninstall IncrediMail via the Control Panel and then try installing it again via the IncrediMail site.

Please let me know the results.
Best regards,

IncrediAdmin2
IncrediMail Customer Support
IncrediAdmin2
IncrediMail Support Team Member
IncrediMail Support Team Member
 
Posts: 4300
Joined: Tue May 15, 2012 11:42 am

Next

Return to Technical Issues (crashes, error messages, etc.)

Who is online

Registered users: asdlee, Google [Bot]