Windows: VSee seems to install successfully, but won't launch

Support Center > Troubleshooting Installation Issues

Published 03/07/2014 at 4:35pm UTC

Page viewed 4252 times

Symptom

This article is applicable to Windows computers only. 

 

If you received an Installation Complete message but VSee still doesn't seem to launch, you can test to make sure it actually did complete installation. 

 

Open a new browser window and type vsee:test into the URL bar, then press Enter. (The example below shows Firefox, but this works in any browser.)

Screencap of vsee:test 

 

If VSee launches and you see the welcome screen (image below), an incomplete installation is likely not the issue, but you can check that the registry files have been installed to be sure. 

Screencap of welcome screen

 

 

If your browser pulls up search results for "vsee:test" (i.e., it just looks like you Googled this phrase), please keep reading for information on how to make sure VSee is installed completely. (Your browser might do both: launch VSee and look like you've conducted a Google search.)

Possible Causes

When you install our videoconferencing app, VSee Embedded, the process should add the protocol "vsee:" to the Windows registry (a database in Windows that tells your computer how to use everything on it). This protocol tells Windows that there is a custom URL scheme called vsee, so when a browser sees a URL starting with "vsee:" (instead of http: or https:), then it should launch the "helper program" associated with this custom URL scheme.  If the registry is not set up properly, then even though VSee is installed, your computer has no idea how to open it.

 

A solution is to Run the executable file as administrator. If your computer account does not have administrator privileges, you may need your administrator to use their password to install VSee for you.

 

If your network security policy prevents any file from executing within the AppData folder, your IT team will need to make an exception for "vsee.exe" before it will install completely. 

Resolution

 

 

Chrome

1. In the upper-right hand corner, click on the Menu icon (three horizontal lines) and then select Downloads from the drop-down menu.

Screencap of Downloads option in Chrome

 

 

2. Click on Show in folder.

Screencap showing Show in folder

 

3. Right-click on the VSee icon and select Run as administrator. (Your computer may ask you for a password; if you know it or your administrator is available, please enter the password and confirm you would like to install the program.)

Screencap showing Run as admin option

 

 

Internet Explorer

1. In the upper-right hand corner, click on the Menu icon (looks like a gear) and then select View downloads from the drop-down menu.

View downloads

 

 

2. Click Save.

Save option

 

 

3. Click on the link under Location. (This will display the default location for your downloads, which may be your Downloads folder, may be your Desktop, etc.)

 Screencap showing Downloads option

 

 

4. Right-click on the VSee icon and select Run as administrator. (Your computer may ask you for a password; if you know it or your administrator is available, please enter the password and confirm you would like to install the program.)

Run as admin

 

 

Firefox

1. In the upper-right hand corner, click on the Download icon (is an arrow pointing straight down) and then click on the folder icon to the right of the vsee.exe item.

Screencap showing Downloads icon

 

 

2. Right-click on the VSee icon and select Run as administrator. (Your computer may ask you for a password; if you know it or your administrator is available, please enter the password and confirm you would like to install the program.)

Run as admin option

 

 

 

 

Check the registry files

NOTE: Be EXTREMELY cautious when viewing your computer's registry, as accidental edits can cause catastrophic and irreparable damage to your machine.

 

 

1. Click on the Windows icon in the lower left hand corner and search for regedit.exe

Searching for regedit.exe

 

 

2. Confirm that you want to open the registry.

Screencap showing the permissions prompt

 

 

3. Click on the arrow next to the HKEY_CLASSES_ROOT folder to expand it.

Showing the HKEY_CLASSES_ROOT directory

 

 

4. Search for the VSee folder. There should two files to handle VSee.

Screencap showing the VSee registry folder

 

 

5. Expand the shell folder, then open, and then Command. This is the command the earlier files map to.

Screencap showing rest of directory

 

If these files are not present even after running the installation file as administrator, please check with your IT team that there are not additional permissions required on this machine.

 

This article was last reviewed by our Support team on November 12, 2014.