Windows Installer Troubleshooting (App Note)

Solutions To Most Issues

If Windows isn't playing nice with your U3, U6, UE9, or T-series device or if the LabJack installer shows errors, here are some easy things which fix most issues:

Close all LabJack-related software and try again
Update Windows and try again
Try a different USB port and a different USB cable
Reboot and try again
See the guidance below
Contact us

Close all LabJack-related software

If the installer is run while LabJack library files are open, Windows will prevent the installer from deleting/overwriting these files. This causes problems.

Before running the installer, make sure you close any applications or programs that may ever talk to a LabJack.

Check the Windows INF Setup Log

Windows keeps an installer log: %WINDIR%\Inf\setupapi.dev.log (E.g. C:\Windows\INF\setupapi.dev.log, but the Windows Setup Log output for installing labjack64.inf could be in anywhere in %WINDIR%\Inf\Setupapi*.log.)

Check this log for issues. Look for exclamation marks or mutiple exclaimation marks at the start of a line, which can indicate an issue.

Make sure your root certificates are up-to-date

The root certificates for Windows can become out-of-date. When this happens, Windows will refuse to install LabJack's signed device drivers because it doesn't know to trust them.

If you're not sure whether or not your root certificates are out-of-date or not, you can check by running the LabJack installer, then examining the bottom of the output of the Inf Setup Log, which has the path %WINDIR%\Inf\setupapi.dev.log. (See above.)

Success shows at least one segment that looks like this:

>>> [SetupCopyOEMInf - C:\WINDOWS\System32\DriverStore\FileRepository\labjacka64.inf_amd64_f0c3eb76351e7796\labjacka64.inf]
>>> Section start 2018/01/29 10:53:53.658
cmd: "C:\Program Files (x86)\LabJack\Drivers\Install\LabJacka64\dpinst64.exe" /c /sa /f /lm /sw /PATH "C:\Program Files (x86)\LabJack\Drivers\Install\LabJacka64"
inf: Copy style: 0x00000002
inf: Driver Store Path: C:\WINDOWS\System32\DriverStore\FileRepository\labjacka64.inf_amd64_f0c3eb76351e7796\labjacka64.inf
inf: Published Inf Path: C:\WINDOWS\INF\oem52.inf
<<< Section end 2018/01/29 10:53:53.689
<<< [Exit status: SUCCESS]

While failure due to out-of-date root certificates contain errors like this:

0x800b0109: A certificate chain processed, but terminated in a root certificate which is not trusted by the trust provider.
Verifying file against specific Authenticode ( tm) catalog failed
Driver package catalog file certificate does not belong to Trusted Root Certificates, and Code Integrity is enforced
Driver package failed signature validation. Error = 0xE0000247
Driver package failed signature verification. Error = 0xE0000247
Failed to import driver package into Driver Store. Error = 0xE0000247
Error 0x800b010a: A certificate chain could not be built to a trusted root authority.
Error 0xe0000228: There are no compatible drivers for this device.
Unable to select best compatible driver. Error = 0xe0000228

If you're seeing errors like these, you need to update your root certificates.

Updating your root certificates:

Windows XP:
- Follow Microsoft's directions on How to get a Root Certificate update for Windows.
Windows Vista and greater:
- You probably only need to update Windows. If that doesn't work, follow Microsoft's directions on How to get a Root Certificate update for Windows.

If your Windows machine is offline-only / if you can't update Windows root certificates:

If you can't get updated root certificates for any reason, you can (temporarily) disable Driver Signature Verification. This requires you to boot into development mode or to attach a debugger. For details, Microsoft documents how to do this in the following link:

https://docs.microsoft.com/en-us/windows-hardware/drivers/install/installing-an-unsigned-driver-during-development-and-test

How-To Geek also has an article on this.

Make sure your system's date and time are current

Certificates have start and end dates. If your system's date and time are sufficiently wrong, it could cause signature verification to fail.

Make sure you're using a USB port and USB cable that work

Sometimes USB ports or USB cables fail. Try a different port or cable, or try a different device with the USB port and cable.

Try rebooting

Some files don't necessarily get deleted until reboot time. Try rebooting, then re-install.

Other Problems and Solutions

Try the latest installer

Sometimes we fix problems in the installer itself. Try the latest installer.

Make sure the device drivers are installed

The installer does this step itself, but it's possible that you may have to manually run the device driver installation.

To check, look in Device Manager. Error code 28 is "Drivers for this device are not installed", in which case you should do the following items until Device Manager shows your LabJack device without any errors or warnings:

Unplug your LabJack device, then plug it back into a different USB port. If that doesn't help, try a Windows restart.
Unplug your LabJack device. In File Explorer go to the \Program Files (x86)\LabJack\Drivers\Install\LabJacka64 folder. Run dpinst64.exe and let us know if there are issues. This is the device driver installer which should have been run by the LabJack installer. If you're using 32-bit Windows use dpinst32.exe from \Program Files (x86)\LabJack\Drivers\Install\LabJackx86 instead.
Plug in your LabJack device and see if it still has the error in Device Manager.
In the Device Manager properties for your LabJack device, use Update Driver, browse to \Program Files (x86)\LabJack\Drivers\Install\LabJacka64 folder and see if it installs the device driver successfully. Browse to \Program Files (x86)\LabJack\Drivers\Install\LabJackx86 instead if using 32-bit Windows.

If you're getting error 1722 from the National Instruments LabVIEW Run-Time Engine 6.0.2 Installer

See Error 1722 from LabVIEW Run-Time Engine 6.0.2 Installer (App Note).

System.IO.FileNotFoundException: Could not load file or assembly: LJUDDotNet or LabJack.LJM

If LJControlPanel or LJSelfUpgrade fail to load due the following message, LJUDDotNet.dll has not been added successfully to the Global Assembly Cache (GAC).

System.IO.FileNotFoundException: Could not load file or assembly 'LJUDDotNet, Version=3.50.0.0. Culture=neutral. PublicKeyToken=...' or one of its dependencies. The system cannot find the file specified. File name: LJUDDotNet ...

A similar message can happen for .NET applications using LabJack.LJM.dll.

To fix this:

Go to your C:\Program Files (x86)\LabJack\Drivers\ folder, right-mouse click on InstallLJNET.exe and choose Run as administrator. InstallLJNET.exe installs the LabJack .NET .dlls to C:\Windows\assembly\.

If that doesn't fix it, you can copy the dll to the same folder as the application. For LJControlPanel and LJSelfUpgrade, copy C:\Program Files (x86)\LabJack\Drivers\LJUDDotNet.dll to C:\Program Files (x86)\LabJack\Applications\.

If Invincea or other malware-detection programs are installed

It's been reported to us that malware-detection programs such as Invincea may disrupt installation. This can result in LabJack devices showing up in the Device Manager under the heading Other devices instead of LabJack USB Devices. Additionally, the setupapi.dev.log (see above) may show an error similar to the following:

...
sto: {DRIVERSTORE IMPORT END} ...
dvi: Flushed all driver package files to disk. Time = 0 ms
!!! sig: Failed to install catalog 'LabJacka64.cat' as 'oem69.cat'. Error = 0x8E5E0408
sto: {DRIVERSTORE IMPORT END: exit(0x8e5e0408)} ...
sto: Flushed driver database node 'DRIVERS'. Time = 0 ms
sto: Flushed driver database node 'SYSTEM'. Time = 0 ms
sto: Rolled back driver package publishing.
sto: Rolled back driver package registration.
sto: Rolled back driver package import.
!!! sto: Failed to import driver package into Driver Store. Error = 0x8E5E0408
sto: {Stage Driver Package: exit(0x8e5e0408)} ...
<<< Section end ...
<<< [Exit status: FAILURE(0x8e5e0408)]

If you suspect malware-detection programs are disrupting your installation, you may need to do the following:

Verify that the installer has the correct md5sum.
Contact us to get the expected md5sum. Let us know which installer you're trying to install.
Check the md5sum of your downloaded installer. For example, open a Visual Studio cmd prompt and use the md5sum command—i.e.: >md5sum c:\path\to\LabJack-2018-08-30.exe (Replace the path and filename as appropriate.)
Disable malware detection
Manually install the device drivers as detailed above.
Re-enable malware detection

You may instead wish to contact your malware-detection provider to let them know that our software is actually not malware.

Contact Us

If this guide didn't satisfactorily solve your issue, please contact us! We're happy to help. (We also appreciate feedback on this guide itself.)

We will need to know the following:

Your operating system version
Which LabJack device(s) aren't working
What software isn't working
Which connection types aren't working:
- If USB: Is the device showing up in Device Manager? See also: USB Communication Failure (App Note)
- If Ethernet/WiFi: Can you ping the device?
  - Ethernet—see also: Ethernet troubleshooting
  - WiFi—see also: WiFi troubleshooting
- Whatever error messages or error codes you see
- Anything else you think is relevant