I have installed and uninstalled 5 times without success.
Thank you for contacting us about your transfer cable. I’m sorry about the difficulties getting it to connect.
Could you please tell me what happens when you try to install the software? For example, do you see an error message?
Also, do you have administrative privileges on this computer? If this is a company computer or set up by someone else, you may not have permission to install programs.
You may wish to try temporarily disabling any antivirus or firewall software. Sometimes they can block installations.
I hope this helps,
Thank you for your quick response. I am the admin on this laptop… it’s actually a private one for home use and I am the only user.
The only thing that happens is the “blue circle” working symbol. it is spinning, but nothing else happens. After about 30 minutes, while I’m trying other things… an error message comes up… “the Service cannot accept control messages at this time”.
I have tried on both explorer and chrome
Thank you for your message. That is an unusual error. It could mean that a necessary service is not started or has shut down. If you haven’t done it since trying to install the software, please completely shutdown your computer, restart it, then try again. This will force all the services to restart.
If this doesn’t work, could you run our diagnostic program? It will gather information on services and the installation logs that will help me understand what is happening.
To do this, please plug the adapter into your computer, then go to this page, and follow the instructions there:
When you run the program, it will create a zip file on your desktop with your computer name and the date. Please send that file directly to our support email address firstname.lastname@example.org.
Please put “For Ticket #164957](https://plugable.zendesk.com/tickets/164957)” in the subject line.