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Occasionally, you may run into issues installing the Gorelo agent. Here are a few things to consider.

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Supported Operating Systems

We only support Operating Systems that are currently supported by the vendor themselves (Microsoft/Apple).

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Prerequisite check via PowerShell

We’ve built a simple prerequisite check via PowerShell that you can run.
  1. Open an elevated PowerShell window on the computer experiencing agent issues
  2. Paste the following command and press enter:
Invoke-Expression (Invoke-WebRequest -Uri "https://gist.githubusercontent.com/mikelgorelo/e5bcac91d2fddd165a2fd56a675ebb3a/raw/dd21bcf13480e366a569ae06fa43b9f3c57fa5d8/gorelo-check.ps1" -UseBasicParsing).Content
  1. Work through resolving any failures as per below and make sure this persists across PowerShell sessions and reboots.
Check❌ Failure Message✅ Troubleshooting
PowerShell Version CheckFAIL: PowerShell version X.X is below the required version 5.1
  • 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
System Drive Space Check
  • FAIL: Free space is less than 300 MB (Current: X MB)
  • FAIL: Unable to get drive info
  • FAIL: Unable to get System Drive
  • 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
Processor Architecture CheckFAIL: Non-64-bit processor architecture detected: X
  • Verify system meets 64-bit requirements
  • Check if running 32-bit Windows on 64-bit capable hardware
ARM64 is supported E.g Snapdragon
Registry Permission CheckFAIL: Registry read/write permission check. Error: [specific error]
  • Run script as administrator
  • Check permissions on HKLM:\SOFTWARE\Gorelo
  • Verify antivirus isn’t blocking registry access
  • Use RegEdit to check registry key accessibility
URL Accessibility ChecksFAIL: URL check for [Description] ([URL]). Error: [specific error]
  • Check internet connectivity
  • Verify DNS resolution (nslookup the domain)
  • Check firewall settings
  • Verify proxy settings if applicable
Event Log Permission CheckFAIL: Event log read/write permission check. Error: [specific error]
  • Run script as administrator
  • Check Event Log service is running (Get-Service EventLog)
  • Verify permissions on Application event log
  • Check Event Viewer functionality manually
Environment Variable Check
  • 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'
  • Check System PATH variable in System Properties
  • Verify Windows directory structure
  • Repair/restore system PATH if modified
  • Compare with working system’s PATH variable
Time Synchronization CheckFAIL: Time mismatch detected! [time details]
  • 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

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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.

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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.