Here is a copy of the email I sent to ----------@lavasoft.com. I have not gotten a reply yet so I am hoping someone here can help me. Thanks You
---------------------------------------------------

Dear Lavasoft team,

After using the free version of AdAware SE for a while I just purchased the 2007 version. I went to uninstall the free version but got the following error message.

> Error 1423. The folder path 'My Documents" contains and invalid character.

I get the same message whether I go to the WinXp Add/remove in the control panel or use the install option in the menu.

I was hesitant to go ahead an install the new paid version I downloaded without removing the free version first.

Please advise me as to my next step at your earliest convenience.

Thank You



NB: Edited to remove email address from Public Forum

Will someone please help me? I have gotten no reply yet from email nor from this post. In the meantime I tried to reinstall the free version and uninstall it but I cannot install it again nor can I install the newly purchased file without getting the same error message 1423. When I research the error all I see are solutions related to changing the access rights but I am the administrator in my WinXP 2 pc and have rights to do everything. Please someone help. If I can't install what I purchased I will have to return the software and I learned years ago that those people at Elements NEVER give refunds.

Thank You

Am still looking for assistance. On the chance that my subject line is not getting any attention I shall create a new topic and hops for results. Thank You so much.

The CORRECT error number should be 1324. Thank You

I am still is need of assistance. Can someone with Lavasoft please respond or tell me how to get my money back since I can't install the product I purchased?!!!. Thank You

I am surprised you have had no answer to this post. I will try to help you out as much as possible. Why are you trying to un-install AAW SE? It gets automatically un-installed when you install AAW 2007.

Did you receive an email with a serial number at all? Have a look at the attached text file.

Are you able to log into LS Home page >Support Centre>Support?

Also download AAW 2007 FREE as all versions use the same master file (17.3 Mb). The registration number just unlocks the extra features.

Awaiting your response.

Hi SonDan (& Greetings, Pierre67 )

Despite there being mention of an uninstaller in the latest version, we have always recommended that any previous version be uninstalled before installing the new version - the uninstaller does not always work...

Now to your problem - the most common error in removing AAW SE 1.06 is "can't Find Install.log" - although that is not your listed problem, please try the steps set out in this forum FAQ: I Am Unable To Uninstall My Ad-aware Program. I Get The Message "can't Find Install.log"

Please post back with how you get on,

Regards,

Spike

Hello Peter.
I was trying to uninstall the free version because I read in the Faq on the support site that it should be un-installed before the new purchased version was installed. Did I go through that unnecessarily and should the FAQ should be revised?

Since a week had gone by with no one responding to me I removed the Free version by just deleting the files so I could attempt to install the new purchased file.

But FYI the new file would not install over the free version before I deleted it or on its own. Both ways I get the same 1324 error as quoted in my initial post.

> Error 1324. The folder path 'My Documents" contains and invalid character.


I have all of my registration information but it does me no good if I can't install the software.


Guess I just got ripped of $$. This is only the second time I bought software (both instances from Element) and could never install it therefore getting ripped of. I guess that source is bad luck for me. But at least in almost 20 years of purchasing software I only got ripped off twice. I guess it could be worse.

Thanks for listening.

SonDan, did you manage to delete all the files as per entry in the FAQ? The reason I ask is that some of them are hidden files. To show hidden files go to tools at top of folder then Folder Options>View> tick 'Show Hidden Files and Folders' >Apply>OK. You can find 'Application Data' as per below.

QUOTE
6. Navigate to C:\Documents and Settings\[User Name]\Application Data\Lavasoft and delete the entire Lavasoft folder.
UNQUOTE

One trap: If you had LS SE installed the above quote applies. However if you had LS AAW2007 Free installed the lavasoft file is resident at C:\Documents and Settings\All Users\Application Data\Lavasoft. At least that what my PC tells me. I have both AAW2007 and AAW SE installed.

I hope this helps. Post again if you require more help.

BTW If you are successful, remember to hide your hidden files again by reversing the above procedure.

Hi Peter,

Yes, I checked and all traces, whether hidden or not, have been removed of Lavasoft.
Program still wont install and I get the same error message. I really appreciate
you trying to help me.

Do you have any idea how I can get my money refunded? I am pretty much ready to give up
and chalk this purchase up to an expenseive and frustrating lesson learned that paying for a product is not
always going to give you the best support. I was better off using the freeware and made my mistake buying what I thought was support.

Regards,

Sonya

I have done a lot of digging for your 1324 error and have come up with the following link. It points to a windows problem but don't quote me. I have a fair knowledge of windows but not that deep.

http://msdn2.microsoft.com/en-us/library/aa372835.aspx

That gives a description but no fix.

My question is now: What were you running before changing over to AAW 2007 - AAW SE Personal I presume? If so, I still have the file if you wish to reinstall it. That may fix your window problem. Just send me a PM with your email address.

As regards to obtaining a rebate, you used the correct email address. If you bought it from Element5 did you contact them?

Over to you.

Hi SonDan & ,

SonDan - I have answered your other topic regarding a refund here (& by PM): Acessing Support Center

To obtain the refund within 14 days of purchase from LS (not element5), you use the email address that you quoted above (which I edited out - never post an email address in an open forum) - yes, it takes some time, but you will receive it.

I would recommend that you reinstall AAW SE Personal to the default path C:\Program Files\Lavasoft\Ad-Aware (available from here: http://www.filehippo.com/download_ad-aware/?2466) and then try uninstalling again. Should you get the same error, then follow the steps in the FAQ posted above, with the added step of using RegEdit to remove all traces of Lavasoft and AdAware from HKCU & HKLM (remember to backup your registry first).

As to the Windows Installer "Error Message" link posted by Pierre67, I do not have sufficient Windows knowledge to give any advice on that - sorry...

Regards,

Spike