Support Center

Why does the Wrapper appear to freeze during the unwrapping process?

Last Updated: Nov 19, 2015 11:32AM AEDT
Some customers may experience a situation where the wrapper appears to freeze at about 80% of the way through the unwrapping process for some products. This is a known issue that only affects a small number of customers, and one for which we do not yet have a solution since we've not been able to replicate it in our offices.

However, although it does appear that the wrapper is no longer progressing, in 100% of cases customers have reported that if given an extended amount of time and left to continue, the wrapper does in fact complete the process and proceed to the installation phase.

If this has been an issue for you, we ask that you contact our sales support team with as much of the following information as possible about your computer so that we can try and identify commonalities among customers experiencing this problem.

Operating System (e.g. Windows 10)
CPU Type and Speed (e.g. Core i7-3770 3.40GHz)
Installed Memory and Type (e.g. 16.0 GB DDR3)
System Type (e.g. 64-bit Operating System, x64-based processor)
Hard Drive Information (e.g. C: 2.70 TB SATA 5400 rpm, D: 500 GB SSD)
Amount of free space available on the main system drive (usually C:, e.g. 1.60 TB)
Location from where the wrapper has been executed (e.g. D:\Wrapper_Files)
Name of any Anti-Virus and/or Security Software (e.g. Norton Security)
Name of any Disk Defragmention Software (e.g. O&O Defrag)

We thank you for your patience as we try to resolve this issue.

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