program runs in Windows 10 but not Windows 11

davesurrey · Dec 8, 2023

My new PC runs Win11 Pro 23H2 and all is fine except...
My password manager SplashID Safe (latest verison v8.4) seems to install on my Win 11 Pro pc but won't run clicking on the desktop icon or even double clicking the exe file.
But it installs and runs on my Win 10 box.
The main difference, apart from the OS, is that I use Defender on Win 11 but Avast on Win 10.
I get a Windows>App Error on Event Viewer saying "faulting module...ntdll.dll" but all is ok if I run sfc /scannow.
Any ideas guys please?

Bastet · Dec 8, 2023

I would try running the app under compatibility mode, right click on the .exe & choose compatibility tab, choose Windows 10 or even an older version of Windows. If it still doesn’t run then I would do the same with the actual installer file.

Have you considered using the Microsoft App Store version which is ver 9.2.0?

https://support.splashdata.com/s/article/what-are-the-current-versions-of-splashid-and-what-are-the-system-requirements

davesurrey · Dec 8, 2023

I did that with the app (with no solution) but I haven't tried that with the installer...yet.

Bastet · Dec 8, 2023

davesurrey said:
I did that with the app (with no solution) but I haven't tried that with the installer...yet.

I’ve edited my reply to add that the MS App Store has a later version which you might also like to consider which does work with Win 11.

OAT · Dec 8, 2023

davesurrey said:
My new PC runs Win11 Pro 23H2 and all is fine except...
My password manager SplashID Safe (latest verison v8.4) seems to install on my Win 11 Pro pc but won't run clicking on the desktop icon or even double clicking the exe file.

You are not running the latest version which is 9.x.

From the site;
SplashID Pro 9 versions info -->
(Initial release of 9.0 apps was on April 27th 2023.
Please scroll down for older 8.4.x versions info)
----
Windows: 9.2.0 (Windows 10 or Windows 11 with Microsoft Store, December 7th 2023)
Mac OS: 9.2.0 (Mac OS X Mojave 10.14 or later, December 7th 2023)
iOS/iPadOS: 9.2.0 (iOS 11.0 or later, iPadOS 13.0 or later, December 7th 2023)
Android: 9.2.0 (Android OS 5.0 or later, December 7th 2023)
Web app: 9.2.0 (PC/Mac/Linux/Chromebook, December 7th 2023 - desktop web browser use suggested)
----
Previous version 8.4.x versions info ->
(Initial release of 8.0 apps was in Nov 2014 for mobile apps, Feb 2015 for Desktop apps.)
Windows: 8.4.0 (Windows 7 or later, November 22nd 2023)

https://support.splashdata.com/s/article/what-are-the-current-versions-of-splashid-and-what-are-the-system-requirements

davesurrey · Dec 8, 2023

SlashID v9 is a new app compared with Splash ID Safe (V8.4) which I run. If you go onto their site you'll see they say that the two apps will be made available side by side for the immediate future. In fact I downloaded v 8.4 yesterday.
I have a perpetual license for V8 wheras V9 will be an annual subscription version . Also there are many reports of how V9 is more like a WIP currently and not where I want to store my passwords.
So...back to the question...why wont v8 run in win11 when it will in Win 10.
Could it be Defender vs Avast? TPM and Secure Boot?
Any help appreciated.

OAT · Dec 8, 2023

davesurrey said:
So...back to the question...why wont v8 run in win11 when it will in Win 10.

Since you have paid for it, surely they will be better suited to provide you support.
But I installed it on my W11 and it works fine.

davesurrey · Dec 8, 2023

You may be correct and I have asked them already but from past experince their support isn't that hot and there is a lot of very smart guys here who know Windows 11 probably better than their support folk do.

Bastet · Dec 8, 2023

Have you tried my suggestion to use compatibility mode on the installer yet?
As you have a lifetime license this should include future updates, I wonder if the app allows activation via license key (or however the program activates).

dacrone · Dec 8, 2023

Well if it works on @OAT bit not on OP… what’s the diff? @OAT what av are you using? Same as OP?

davesurrey · Dec 8, 2023

@Bastet
Yes I reran compatibility mode on both the app and the installer file. Still won't run the app.
In case it makes any difference the installer file is actually an msi file and not exe.
It has always run the installer file but then when It says it's installed it refuses to run.

garlin · Dec 8, 2023

Did you install Visual C++ 2012 Runtime? It's listed on the 8.x requirements page.

Bastet · Dec 8, 2023

davesurrey said:
@Bastet
Yes I reran compatibility mode on both the app and the installer file. Still won't run the app.
In case it makes any difference the installer file is actually an msi file and not exe.
It has always run the installer file but then when It says it's installed it refuses to run.

I would add the program file to the exclusion list of the AV software.

davesurrey · Dec 8, 2023

@garlin
I just downloaded and ran it but no difference.
However as it runs in Win 10 surely that Visual C 2012 would be part of Win 11 and 10?

davesurrey · Dec 8, 2023

@Bastet,
I would add it if I could find my way around what is a new OS for me. Any clues please?

davesurrey · Dec 8, 2023

Okay found how to do it. But it seems I added both the splash installed folder and the installer file yesterday. Starting to forget what I have tried already.

davesurrey · Dec 8, 2023

@OAT
Great so that proves it can work and it looks more like a Win 11 issue rather than a splashID one.
So it would help to know what's the difference between your installation and mine?
Does your PC have TPM and secure boot on?
Do you use Defender or another A/V or firewall?
If Defender what if any things have you disabled?
Is your memory Integrity off?
Grateful for any help.

IanMosley · Dec 8, 2023

To ensure that you have ALL the necessary Visual C++ versions, download & install this 'collection' from Microsoft.

garlin · Dec 8, 2023

VC++ 2012 is never a default install. Most app installers take one of two strategies: 1. Bundle a copy of VC++ inside their installer, 2. Ask you to install it yourself.

Update:
I just installed the 8.4 MSI client from Splash's website, and got it running on a vanilla 23H2 image.

IanMosley · Dec 8, 2023

garlin said:
Did you install Visual C++ 2012 Runtime? It's listed on the 8.x requirements page.

Visual C++ 2012 Runtime is no longer supported.

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