Troubleshooting Guide: Installing the New Digiexam App / Toolbox (Windows)

• Windows Sandbox or Application Guard
• Elevated privileges
• Group policies or security software blocking
• Missing Rights
• Corrupted Windows Service System or Dependencies

1. Error message: "Something went wrong. Please try again or contact support."

This error can occur when the Digiexam Toolbox service has stopped. Please try the following steps to see if you can get it running again:

1. Close Digiexam Toolbox completely if it’s open. You can do this via Task Manager (press Ctrl + Shift + Esc, select Digiexam Toolbox, and click End task).
2. Restart your computer and try again.

If the issue persists, follow these steps:

1. Press the Windows key and type services.
2. Right-click Services and select Run as administrator.
3. Find Digiexam Toolbox Service in the list.
4. Check if it’s running. If the status shows Paused or Stopped, right-click it and select Start.

Once the service is running again, try launching Digiexam.
 

This issue can also be caused by a VPN, antivirus software, or firewall blocking the connection. If possible, try temporarily disabling these to see if it resolves the problem.

If that doesn’t help, you can also try connecting to a different network (for example a mobile hotspot), in case the router’s built-in firewall is blocking the connection.

Please also make sure that the correct ports are open and that all required domains/hosts are allowed in your network so the Digiexam app can communicate properly. You can find our network requirements guide here.
 

2. Insufficient Privileges Error (when on Admin account)

Explanation of the Insufficient Privileges Error:

The “insufficient privileges” error that appears when installing an MSI file, despite you being an administrator, is often not a genuine lack of permissions. Instead, it’s caused by a missing file that’s essential for the installation process to complete.

An installation package (MSI) is designed to locate and use specific Dynamic-Link Libraries (DLLs) to install and run an application. Because the Digiexam application is compiled with Microsoft Visual C++, it requires these DLL files, which are provided by the Visual C++ Redistributable packages.

The installation program cannot complete its execution if these specific DLL files are not present on the system. Although you have the administrative rights to add new files, the installer lacks a necessary component. This causes the MSI engine to abort the process and return a misleading “insufficient privileges” error message.

Recommended Solution:

To resolve the issue, try downloading and installing the latest Visual C++ Redistributable packages. If you are unsure of your computer’s architecture (e.g., x86 or x64), it’s recommended that you install both versions to ensure compatibility with all applications. ARM computers have their own specific version.

You can find the official packages on Microsoft’s download page: https://learn.microsoft.com/en-us/cpp/windows/latest-supported-vc-redist

3.  Running Installer inside Windows Sandbox or Application Guard

Symptom:

• Your Windows username is WDAGUtilityAccount.
• The service always fails to start, even with “Administrator” rights.

Cause:
Windows Sandbox and Windows Defender Application Guard (WDAG) use a special built-in account (WDAGUtilityAccount) with virtualized, isolated privileges. These environments cannot interact with the host operating system’s Service Control Manager (SCM), so service installation will always fail.

How to check:

1. Press Windows + R, type cmd, and press Enter.
   1. Type:  whoami
2. If the result contains wdagutilityaccount, you are inside a restricted environment.

How to fix:

• Close Windows Sandbox / Application Guard.
• Run the installer from your main Windows account (e.g., administrator).
• Right-click the installer → Run as administrator.

4. Not truly running Installer with elevated privileges

Symptom:

• You are on a normal Windows account, but still get access errors.

Cause:
Even admin accounts can run apps without full elevation due to UAC (User Account Control). Without elevation, the installer can’t register a Windows service.

How to check:

1. Open PowerShell.
   1. Run:
      [Security.Principal.WindowsPrincipal][Security.Principal.WindowsIdentity]::GetCurrent() | ForEach-Object { $_.IsInRole([Security.Principal.WindowsBuiltInRole]::Administrator) }
2. If it prints False, you are not elevated.

How to fix:

• Right-click the installer → Run as administrator.

5.  Group Policy or security software blocks service installation

Symptom:

• Other installers that need services also fail.
• Security software may show a block notification.

Cause:
Some organizations apply Group Policy or endpoint protection rules to prevent new services from being created.

How to check:

• Press Windows + R, type services.msc, and try to start/stop an existing service (e.g., Print Spooler).
• If you get “Access Denied,” service control is restricted.

How to fix:

• Contact your IT admin to allow service installation.
• Temporarily disable endpoint protection (if policy allows).
• Retry installation.

6.  Missing “Log on as a service” rights

Symptom:

• Installer creates the service, but it fails to start immediately.

Cause:
The account configured to run the service (often LocalSystem or NetworkService) must have the SeServiceLogonRight privilege.

How to check:

1. Press Windows + R, type secpol.msc, and press Enter.
2. Go to Local Policies → User Rights Assignment → Log on as a service.
3. Make sure the account running the service is listed.

How to fix:

• Add the service account to the list.
• Retry installation.

7. Corrupted Windows service system or dependencies

Symptom:

• Built-in services like Event Log or Windows Installer don’t run.

Cause:
If the Windows Service Control Manager or dependencies are broken, new services won’t start.

How to check:
Run: Get-Service EventLog

If the service is missing or cannot start, Windows system files may be corrupted.

How to fix:
Run: sfc /scannow and DISM /Online /Cleanup-Image /RestoreHealth

Then retry installation.