Issue with re-activating

[fralejan]

Hi ReWASD Team,

I am trying to reinstall the app, but it is stuck on "Preparing" screen. I am using windows 10 and tried to reinstall and delete all profiles. It was working before
Regards,
Francis Ross

[strokel]

Hey there!

Could you please send us a screenshot showing your issue?

[fralejan]

Hi Strokel,

Just like in this topic - https://forum.rewasd.com/forum/rewas...-re-activating


I can't download the link from step 1, since the first series of steps didn't work "Clean Reinstall".

I suggest doing a clean reinstall of reWASD:

• backup your profiles/configs from [c:\Users\Public\Documents\reWASD\Profiles] folder;
• uninstall reWASD with [Remove all] option;
• restart PC;
• install latest version of reWASD from our site;
• restore your profiles/configs;
• restart PC again.

If the issue persists after a clean reinstall, we would need you to collect some logs for us. Follow the steps below:

1. Download and install this build with extended logging (you do not need to uninstall the previous version, just launch this one and install):
   http://files.disc-soft.com/filer/shared/1643134568/722/
2. Exit reWASD from tray agent.
3. Download and start this registry file to enable reWASD logging:
   http://files.disc-soft.com/filer/shared/1641592922/716/
4. Open reWASD again.
5. Wait a bit while it tries to initialize the devices and your license info.
6. Exit reWASD from the tray agent again.
7. Open File Explorer, go to C:\Users\Public\Documents\reWASD\Logs folder, and send us its contents ('reWASD engine TextTrace' text file would be the most important).
8. Download and start this registry file to stop reWASD from logging:
   http://files.disc-soft.com/filer/shared/1641592922/715/

[Support Agent]

Please copy and paste these links to a new browser tab manually.

[fralejan]

Getting the below error even I copied and paste it to a new tab manually. Not clicking it.

" Not Found


The requested URL /filer/shared/1643134568/722/ was not found on this server."

[Support Agent]

That was a link to a special older release of reWASD, which is no longer available, and the whole second set of instructions was meant to collect specific logs with it. It is not a solution to the case.

Completely uninstalling reWASD along with manually deleting these folders should be a solution:

• c:\Users\Public\Documents\reWASD\
• c:\ProgramData\Disc-Soft\reWASD\

We also suggest adding all reWASD executables in [c:\Program Files\reWASD] folder to the exclusions/trusted/allowed lists of your firewall and anti-virus apps.

[fralejan]

That was a link to a special older release of reWASD, which is no longer available, and the whole second set of instructions was meant to collect specific logs with it. It is not a solution to the case.

Completely uninstalling reWASD along with manually deleting these folders should be a solution:

• c:\Users\Public\Documents\reWASD\
• c:\ProgramData\Disc-Soft\reWASD\

We also suggest adding all reWASD executables in [c:\Program Files\reWASD] folder to the exclusions/trusted/allowed lists of your firewall and anti-virus apps.

Tried to delete the above folders and added the path file to the trusted list but still not working. It is just stuck on Preparing then it will ask for Serial (which I have) then error.

[fralejan]

Additional screenshot

[strokel]

This message appears when our app cannot contact our server (secure.disc-soft.com) for license verification or cannot communicate with its local service.

reWASD.exe, reWASDEngine.exe, and reWASDService.exe processes should have access to the Loopback Interface (127.0.0.1), the Local Network (192.168.0.* by default), and Internet (or at least to secure.disc-soft.com) to work properly.

If you are using Windows Firewall, ensure all reWASD rules are enabled for all network types.
If you use third-party anti-virus or protection software, try adding all reWASD executables to the exclusions or trusted apps list.
If you use an Eero Security service on your router, please allow the secure.disc-soft.com domain in its settings or disable the service.

To check the availability of our license verification server, do the following:

1. Run the ping secure.disc-soft.com command. It should resolve as 161.35.212.100, and all packets must reach their destination.
2. If secure.disc-soft.com is resolved as another IP address, open the C:\WINDOWS\System32\drivers\etc\hosts file and remove any lines that contain the name of our server.
3. Open the https://secure.disc-soft.com link in a Chrome-based browser. If everything is normal, it should redirect you to our homepage.
   If it does not, send us a screenshot of the page or error you see instead.

If your PC cannot make a stable connection to our server, we suggest using a VPN service or contacting your Internet provider for further assistance.

[fralejan]

Hi Strokel,

Thank you for your response. It is working now.