Should you have any issues installing RealPresence Web Suite please contact our Solutions Support team so they can help isolate the issue. You can chat with them via our www.rp1cloud.com website or you can call them at 1.844.204.0023. You can also email firstname.lastname@example.org.
In some very rare instances, you may come across an instance where the end user's Windows profile was corrupted or re-created. And if RealPresence Web Suite was previously installed, the end user will have to download RealPresence Web Suite once again and this is where an issue may occur. Please read the notes below carefully to determine whether or not they apply to you.
Symptom: RealPresence Web Suite appears to install, but the browser never seems to detect it. User is caught in a loop of being prompted to install the Web Suite even though it appears successful.
Precondition that was known: User profile on Windows 7 Pro had previously been corrupt or otherwise needed to be created.
Attempted fixes: Uninstalling and reinstalling the Web Suite and browser extensions through normal GUI means resulted in the same failed experience. Resolution: The Web Suite leaves registry entries behind after the uninstallation. Manually removing these was necessary. They can be found by running regedit.exe with local administrative permissions.
*Standard disclaimer that modifying the registry can irreparably damage the system and should be backed up before modification and should not be attempted if you are unfamiliar with this process*
Keys found by searching for web suite in regedit. They are under both:
- HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\<user GUID>\Products\
- HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\<various GUIDs>
There will be keys with values under InstallProperties with Name of DisplayName and a value of RealPresence Web Suite AV Plugin. For these, delete the parent key (in one example, this looks like 1CB7909072E44FF4388C7F5844F6B20D though there will be more). In the Wow6432Node keys, there are no child keys, so the key as a GUID can be deleted.
After these are cleared, the system should be rebooted and the plugins can be reinstalled by going through the standard process of joining an RP1Cloud meeting.