[SR] Lumion stuck on "verifying installation files".

1. Question

1.1.The user is reporting that Lumion is stuck in "verifying installation files" for hours.

2. Standard Reply:

2.1: Answer:

Hi,

Thanks for reaching out and for your interest in Lumion.

The Installer being stuck in the file verification stage can be due to overzealous security software on the PC interfering with the installation process, or lack of user permissions to write files on disk.

Please try the following:

1. Create a folder on the desktop named Lumion Installation.

2. Move the Installer into that folder.

3. Add Antivirus Exclusions for that folder and for the Installer file. Here's how to do that:

Knowledge Base: How do you add an exclusion for Lumion in Windows Defender and Windows Firewall?

Also, add a Firewall exclusion for the Installer. If you are using a different Antivirus system, the steps for whitelisting applications or folders should be similar and/or easy to look up.

4. Once the exclusions have been made, run the Installer as an administrator. (Right-click the Lumion_Download.exe > Run as administrator).

Let us know how that works for you.

2.2: Follow-Up: The user is reporting that Lumion is still stuck.

Hi again.

Thanks for trying the suggestions. Sorry to hear that did not help.

A few questions:

1. Did you also run the Installer as an administrator?

2. Are the installation files being downloaded in the new folder? I'd appreciate it if you send us a screenshot of the installation folder.

For example:

Also, let us know the path location of this folder on your PC. We'd like to verify the folder is not inside a network drive or server location as that can cause trouble.

3. Is there a logfile.txt in the folder where you ran the Installer? If so, please share it with us.

And lastly, also send us a .NFO file so we can check your PC's software environment. Perhaps there's another security app blocking the installation.

Knowledge Base: How do you generate a Microsoft System Information report?

Thank you for your patience and cooperation.

3. Cause/Background information

3.1: References:

Zendesk Support Requests:

1. https://lumion.zendesk.com/agent/tickets/65801

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[SR] Lumion stuck on "verifying installation files".