"Unspecified Error" when unpacking win 7 home premium from the student download
Digital River and Microsoft are aware that some customers from the Windows 7 Academic Store had difficulties completing the download or installation of the product:
· A small percentage of people had difficulty downloading the product the morning of the launch. This issue was resolved the morning of the launch and Digital River identified and contacted customers that were impacted. Digital River has been making every effort to make it right for these customers. If you believe that you had download issues the morning of the launch and have not been contacted by email, please visit the following region appropriate link to log back into your order and obtain your download:
En-US – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46353900
En-CA – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354100
En-GB – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354300
En-AU – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354200
· We are aware that consumers are encountering difficulties installing Windows 7 where the customer is currently running a 32 bit version of Windows such as Windows Vista, but purchased the 64 bit version of Windows 7. If you are seeing the following error during the unloading of the install files, consider taking the following action:
Error message: “We are unable to create or save new files in the folder in which this application was downloaded…”
To refund your 64-bit Windows 7 purchase and re-order the 32-bit version of Windows 7, please request via the region appropriate following link.
En-US – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354000
En-CA – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354400
En-GB – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354500
En-AU – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354600
In the Web form select the Order question option in the drop down menu and include "Refund and Request 32-bit" in the first line of the problem description.
· It should be noted that that there are two types of operating system installations: an Upgrade Installation and a Custom or Clean Installation. An Upgrade Installation is a type of installation where the new operating system installs itself over your current operating system, keeping your existing files and programs intact. There are certain scenarios where an Upgrade Installation option is possible. For example:
Upgrading from Windows Vista 64 bit to Windows 7 64 Bit
Upgrading from Windows Vista 32 bit to Windows 7 32 Bit
However, if you want to move from Windows Vista 32 bit to Windows 7 64 bit, or if you are running Windows XP, you have to do a Custom or Clean Installation that must be started by booting off the Windows 7 64 bit DVD. This means that you wipe the current operating system completely from your system, and install the new operating system from scratch. To perform a Custom or Clean installation, please contact Digital River, unless you have already ordered a Backup DVD with your initial order.
To contact Digital River about this issue, please request via the region appropriate following link.
En-US – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354000
En-CA – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354400
En-GB – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354500
En-AU – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354600
In the Web form select the Download Option in the drop down menu and include "64-bit Installation Block" in the first line of your problem description.
Note: You will want to backup your files beforehand and add them back after the clean installation is complete. For more about this type of installation see the region appropriate article
En-US – http://windows.microsoft.com/en-us/windows7/Installing-and-reinstalling-Windows
En-CA – http://windows.microsoft.com/en-ca/windows7/Installing-and-reinstalling-Windows
En-GB – http://windows.microsoft.com/en-gb/windows7/Installing-and-reinstalling-Windows
En-AU – http://windows.microsoft.com/en-au/windows7/Installing-and-reinstalling-Windows
· Because there are two versions of Windows 7 available – a 32 bit version and a 64 bit version - if you haven’t yet purchased your product, please download the Window 7 upgrade advisor to determine which version is right for you. http://www.microsoft.com/windows/windows-7/get/upgrade-advisor.aspx Purchasing the correct version will allow you to preserve your installed programs and personal data during the upgrade process.
· Reminder: The Student Offer program delivers an upgrade license of Windows 7. Use of this license requires that a pre-existing qualifying license is installed on the user’s computer. You qualify if you have a PC that is currently running a genuine copy of Windows Vista or XP, and can run Windows 7.
Microsoft and Digital River are committed to helping you fulfill your order.
· For order and download support, please contact Digital River at the region appropriate following link
En-US – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46353900
En-CA – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354100
En-GB – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354300
En-AU – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354200
· You can look for an answer to your technical support question for Windows 7 at http://windows.microsoft.com/windows-7-help. If you need to contact Microsoft Technical Support, use our Online Assisted Support process to get your regional specific contact information. http://go.microsoft.com/fwlink/?LinkId=162720
Where to go for support for the Windows 7 Student offer?
For users who are having difficulty downloading the three files required for the Windows 7 Student Offer, please review the information on the Digital River help page including use of the “Contact Us” link at the bottom of the region appropriate following page.
· En-US – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46353900
· En-CA – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354100
· En-GB – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354300
· En-AU – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354200
This includes error messages reported during the download phase and during the unloading phase. The most common are:
1. Error “We are unable to create or save new files in the folder in which this application was downloaded.” This error occurs when you are in the unloading phase of the 64-bit Windows 7 download process and are running a 32-bit version of Windows such as Windows XP or Windows Vista 32-bit. This is by design as you cannot launch setup for the 64-bit version of Widows 7 while running a 32-bit operating system.
2. Error “This version of the file is not compatible with the version of Windows you’re running.” The cause for this error is the same as #1 above and occurs if you attempt to launch the Windows 7 setup program located in the unboxed folder “expandedSetup”.
3. The download appears to hang at some % and will not continue or resume. Digital River and Microsoft are investigating reports of this issue. This appears to be a series of isolated issues that are often related to the user’s internet provider or installed 3rd party software. If you continue to encounter this problem without resolution, please contact Digital River at the region appropriate following link.
En-US – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354000
En-CA – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354400
En-GB – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354500
En-AU – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354600
4. Error “An error has occurred. Unspecified error.” Digital River and Microsoft are also investigating reports of this issue. While not wide spread, this issue appears to be caused when one of the downloaded files is incomplete or has become corrupted on the user’s computer. Users encountering this issue you should try and re-download the files by logging into your order from the region appropriate following link.
En-US – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46353900
En-CA – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354100
En-GB – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354300
En-AU – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354200
If you continue to encounter this problem without resolution, please contact Digital River at the region appropriate following link.
En-US – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354000
En-CA – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354400
En-GB – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354500
En-AU – http://windows7.digitalriver.com/servlet/PromoServlet/promoID.46354600
When to contact Microsoft Technical Support?
Users who have successfully downloaded Windows 7 and unloaded the files will then be able to launch setup and see the Install Windows screen. This screen contains the Windows 7 logo and the choices to “Check compatibility online” and “Install Now”. Once a user reaches this screen, any issues or questions they encounter should be directed to Microsoft Technical Support. You can look for an answer to your support question at http://windows.microsoft.com/windows-7-help. If you need to contact Microsoft Technical Support, use our Online Assisted Support process to get your regional specific contact information. http://go.microsoft.com/fwlink/?LinkId=162720
At this point the question has become a discussion - any discussions can be deferred to this discussion thread http://social.answers.microsoft.com/Forums/en-US/w7install/thread/0e9116fb-91d0-4097-880d-a59de65a17cb. Please post any discussion items here to contribute to the Windows 7 discussion. For additional technical questions please add a new community question.
- Changed TypeKevin HauMSFT, ModeratorWednesday, November 04, 2009 3:35 PMreporting
- Changed TypeKevin HauMSFT, ModeratorThursday, October 29, 2009 10:23 PMreporting
- Edited byMichael - Support EngineerMSFT, OwnerSunday, October 25, 2009 4:06 AMmore info
- Changed TypeKevin HauMSFT, ModeratorThursday, October 29, 2009 10:20 PMreporting
- Edited byMichael - Support EngineerMSFT, OwnerTuesday, October 27, 2009 4:28 AMmore info
