Try to install says Preparing, then Something seems to be wrong Unable to install BlueJeans app

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  • Updated 6 months ago

I cannot install Bluejeans app. I have 64bit windows. All other apps install fine. This one gives a cryptic error that means nothing to me. "Something seems to be wrong". Is there any additional information somewhere to point me to the right place?  Reboot doesn't help.

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Jme Armstrong

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Posted 6 months ago

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Erin Pickle, Official Rep

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Hello! 

I've looked at your companies account, and I'd recommend reaching out to your internal helpdesk/IT for assistance downloading the app.

Best regards,

Erin - BlueJeans Support 
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Jme Armstrong

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Tks for responding. Downloading is not an issue. Its during install that it fails. I checked EVENT VIEWER and it shows a 1304 error writing the zip file in the USER subfolder that its using (even though it seemed to write it there just fine), but i have full access to that folder (write authority). I installed a previous version of BJ on my other laptop, no issues, but i wonder if this is a newer version, and has some issue compared to policy that didn't previously exist.

(Edited)
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Radhika@BJsupport, Official Rep

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Hi Jme, 

Thank you for the information. Please let us know which bluejeans app version you are trying to install. Also can you provide your machine OS and specifications. Can you try using Microsoft fixed it tool to check if it resolves the installation problem?

Thank you,

Radhika Chatur
BlueJeans Support Team
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Robert Holden

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I had this same issue with error 11304 in Event Viewer (Application): 

Product: Blue Jeans -- Error 1304. Error writing to file: C:\Users\<userID>\AppData\Local\Blue Jeans\App\packages\carmelrivet_1.35_r_car1.35_3288837_1.35.6.zip. Verify that you have access to that directory.

I found that removing the "Blue Jeans" directory ($HOMEPATH\AppData\Local\Blue Jeans) resolved the issue.

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Jme Armstrong

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Robert. Tks for the info. Are you saying you removed the BLUE JEANS folder from the users\userid\AppData\Local folder to get rid of the ERROR in the EVENT VIEWER, or that you removed this folder and BLUE JEANS now worked successfully?

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Robert Holden

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After removing the "Blue Jeans" folder the installer for Blue Jeans was able to complete without the cryptic error message ("something seems to be wrong" "not able to install Blue Jeans App").  I can now use the application.  I no longer see any additional errors in the Event Viewer either.

If you want to be extra safe ... simply rename the "Blue Jeans" folder to "Blue Jeans - original" or something else.  Then you can always rename it back to "Blue Jeans" to go back to the original state.

(Edited)
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Jme Armstrong

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You are the man Robert!  That worked perfectly. My guess is something in the initial install doesn't properly permission the folder, and so it fails subsequent steps. Either way, this is obviously a problem BJ should be identifying & fixing as it is reproducible by multiple people.  It works now tks to your procedure.  Have a good week!
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Jme Armstrong

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Hi. I'm trying to install the only version of BJ i can find on your website. Seems like there is only 1 version available. I would gladly try an older version since my previous laptop installed a version 6 months ago without issue.  I tried Microsoft FIXIT (found no issues). Windows 10, 64bit, 16gig RAM.
(Edited)
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Radhika@BJsupport, Official Rep

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Hi Jme,

Thank you for the information. I have raised support case 00452817 to further troubleshoot reported installation issue. I will reach out to you over email.

Thank you,

Radhika Chatur
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Jme Armstrong

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No need. Robert, a user, resolved my issue per the messages seen in this thread.
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Radhika@BJsupport, Official Rep

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Hi Jme,

Thanks for the information. I will pass the feedback to our dev team.

Thank you,

Radhika Chatur