Having Installation Problems On Windows

Having installation problems? This article covers basic installation guidelines, as well as common troubleshooting solutions for the Windows version of SketchBook Pro Desktop.

Installation Guidelines

Preparation

1. Ensure you’re installing on a computer where you have administrative privileges.

2. Before installing the latest version of SketchBook Pro, if you have a previous version of SketchBook, exit it (Ctrl+Q).

   NOTE: While it is not necessary, you may wish to uninstall any previous version of SketchBook before installing the latest version.

   • If you have previously installed SketchBook Pro, delete the following folder:

     C:\Autodesk

     This removes all old installation files, enabling you to run a clean install.

   • If you have never installed SketchBook Pro, ensure your system meets the minimum system requirements.

3. For a problem free installation, ensure you have a reliable internet connection.

Downloading the installer

You can download the latest installer from the sketchbook.com website.

• By default, the 32-bit installer is downloaded.

  If you have a 64-bit version of Windows, click the 64-bit link to ensure you download the correct installer.

• Ensure you have a reliable internet connection.

  If you are behind a firewall and use a proxy server or 3rd-party internet security program, you may need to temporarily disable them. Sometimes your virus scanner may flag the installer as a potential risk. Check your browser security, as well, to ensure the download is allowed.

• When downloading the installer, take note of where the installer was downloaded.

Running the installer

You can run the installer by either clicking RUN in your web browser’s download options or double-clicking the downloaded installer icon.

Installation

After launching the installer, follow the prompts to install SketchBook Pro.

We do not recommending installing SketchBook for access from a remote location (i.e., installing SketchBook Pro on machine A and launching it from machine B).

We recommend installing SketchBook to the default location. However, if installing to a non-default location, keep the following in mind:

• Ensure your install location has full administrative privileges and enough free disk space.
• Use English only location names to prevent any potential failure.

Troubleshooting: Common Installation Problems

My installer window is bigger than my screen and is cropped along the bottom

This may occur on devices with small screens or low screen resolution.

Use your TAB key to move through the options on the screen.

Error 1618: ERROR_INSTALL_ALREADY_RUNNING 1618 Another installation is already in progress. Complete that installation before proceeding with this install

Most likely, a previous installation attempt failed, only partially installing SketchBook. It didn’t completely exit the installation process.

To fully uninstall any previous installation failures, run the Microsoft Fixit Utility. Search for and remove SketchBook, before attempting to run the installer again.

Cannot Uninstall

For any uninstall failures, run the Microsoft Fixit Utility to search for and remove SketchBook before attempting to run the installer again.

Troubleshooting: Contacting Support

If you are looking for help, try our forum.

If you need assistance with your installation:

1. Tap Submit a request, located at the bottom of the page.

2. Fill in all the pertinent information.

3. From the Reason for Request pull-down menu, select 07. Problem Report – Installation Issues.

   Enter the correct email and other pertinent information. We need this for the quick response to your issue.

4. Tap Submit.

   Someone from SketchBook will contact you.