Written By Mikel from Gorelo
Last updated 3 months ago
Occasionally, you may run into issues installing the Gorelo agent. Here are a few things to consider.
Supported Operating Systems
We only support Operating Systems that are currently supported by the vendor themselves (Microsoft/Apple).
Prerequisite check via PowerShell
Weโve built a simple prerequisite check via PowerShell that you can run.
Open an elevated PowerShell window on the computer experiencing agent issues
Paste the following command and press enter:
Invoke-Expression (Invoke-WebRequest -Uri "https://gist.githubusercontent.com/mikelgorelo/e5bcac91d2fddd165a2fd56a675ebb3a/raw/74164b47264b726910745327af0f7de56f46632a/gorelo-check.ps1" -UseBasicParsing).Content
Work through resolving any failures as per below and make sure this persists across PowerShell sessions and reboots.
1. PowerShell Version Check
Failure Message: FAIL: PowerShell version X.X is below the required version 5.1
Troubleshooting:
Download and install Windows Management Framework 5.1 from Microsoft
For Windows 10/11, use Windows Update to update PowerShell
Verify installation with
$PSVersionTable.PSVersion
2. System Drive Space Check
Failure Messages:
FAIL: Free space is less than 300 MB (Current: X MB)
FAIL: Unable to get drive info
FAIL: Unable to get System Drive
Troubleshooting:
Run Disk Cleanup to free up space
Check for and remove large unnecessary files
Verify system drive is accessible and mounted correctly
Check disk health with
chkdsk /f
3. Processor Architecture Check
Failure Message: FAIL: Non-64-bit processor architecture detected: X
Troubleshooting:
Verify system meets 64-bit requirements
Check if running 32-bit Windows on 64-bit capable hardware
4. Registry Permission Check
Failure Message: FAIL: Registry read/write permission check. Error: [specific error]
Troubleshooting:
Run script as administrator
Check permissions on HKLM:\SOFTWARE\Gorelo
Verify antivirus isn't blocking registry access
Use RegEdit to check registry key accessibility
5. URL Accessibility Checks
Failure Message: FAIL: URL check for [Description] ([URL]). Error: [specific error]
Troubleshooting:
Check internet connectivity
Verify DNS resolution (
nslookup
the domain)Check firewall settings
Verify proxy settings if applicable
6. Event Log Permission Check
Failure Message: FAIL: Event log read/write permission check. Error: [specific error]
Troubleshooting:
Run script as administrator
Check Event Log service is running (
Get-Service EventLog
)Verify permissions on Application event log
Check Event Viewer functionality manually
7. Environment Variable Check
Failure Messages:
FAIL: The PATH environment variable contains 'system32' but not 'System32\WindowsPowerShell\v1.0'
FAIL: The PATH environment variable contains 'System32\WindowsPowerShell\v1.0' but not 'system32'
FAIL: The PATH environment variable does not contain 'system32' or 'System32\WindowsPowerShell\v1.0'
Troubleshooting:
Check System PATH variable in System Properties
Verify Windows directory structure
Repair/restore system PATH if modified
Compare with working system's PATH variable
8. Time Synchronization Check
Failure Message: FAIL: Time mismatch detected! [time details]
Troubleshooting:
Check Windows Time service is running
Force time sync:
w32tm /resync
Verify time zone settings
Check network connectivity to time.windows.com
Configure automatic time synchronization in Windows settings
Logs
We log everything to:
%programfiles%\Gorelo\LogFiles\
As the install progresses we will create additional folders at each stage with log files inside:
InstallerHandler --> Installer --> Shell --> Agent
Feel free to investigate the following logs -- this is where the most common issues will appear:
%programfiles%\Gorelo\LogFiles\Installer\diagnostics**.log
%programfiles%\Gorelo\LogFiles\Agent\diagnostics**.log
In some cases, you may be asked to provide log files to our support team. Please provide the entire LogFiles folder via a .zip.
Still having problems?
If you're still experiencing installation issues after resolving all failures in the Gorelo Agent Check, please contact us directly using the support chat via the "?" icon in the bottom-left menu.