SixBit Install or Update Stops Partway: Antivirus, "Unable to Save File" or Files in Use Print

This article covers the most common reasons a SixBit install or update stops partway through, and how to get past each one.

Updating from inside SixBit and installing from the website use the same installer. When you choose to update from the Dashboard or Support tab, SixBit opens the download for the latest Install-SixBit file in your web browser, and you run that file just like a fresh install. So the steps below apply to both.

Before you start

1. Close SixBit on the computer you are installing on.
2. Make sure you have the latest full release. You can download it from the Dashboard or Support tab in SixBit, or check the current version number on the Release Notes page.
3. Check that the download finished. The current installer is a little over 200 MB. If it is much smaller than that, download it again. See Error reading setup initialization file during installation.
4. Right-click the Install-SixBit file and choose Run as administrator.

The SixBit installer is digitally signed. To confirm the file you downloaded is the real one, right-click it, choose Properties, and open the Digital Signatures tab. The signer should read SixBit Software, LLC.

Antivirus blocks or quarantines SixBit (for example, Avast "IDP.Alexa.54")

Symptom:
The install stops in the middle, or your antivirus pops up a threat warning and moves a SixBit file to quarantine. With Avast, the warning often reads "IDP.Alexa.54".

Cause:
This is a false alarm. "IDP" warnings are a general "this program is doing something unusual" flag, not a known virus. An installer that sets up a database and copies program files trips it easily. Adding an exception for the file you downloaded usually isn't enough, because the installer unpacks and copies files to other folders while it runs.

Solution:
Turn off your antivirus protection for a few minutes while SixBit installs. In Avast:

1. Right-click the Avast icon in the system tray, next to the clock in the bottom right corner of your screen.
2. Hover over Avast shields control.
3. Choose Disable for 10 minutes.
4. Right-click the Install-SixBit file and choose Run as administrator.

Avast turns its protection back on by itself when the 10 minutes are up. If the install takes longer, disable it again for another 10 minutes. You can also right-click the icon and turn it back on as soon as the install finishes.

If Avast already moved a SixBit file to quarantine, open Avast, go to Quarantine (called Virus Chest in older versions), select the SixBit file, and choose Restore. Then run the installer again with the shields turned off.

So you don't have to repeat this every time you update, add the folder SixBit is installed in as an exception in your antivirus. In Avast, open Menu -> Settings -> General -> Exceptions, then click Add exception and browse to the SixBit folder. This is the folder shown on the Destination Folder screen during the install.

Other antivirus programs have similar options. Look for a setting to pause or disable protection for a short time, and a list of exceptions or exclusions.

"Unable to save file" and "The process cannot access the file because it is being used by another process"

Symptom:
The installer shows "Unable to save file" followed by a path that includes AppData\Local\Downloaded Installations, then "The process cannot access the file because it is being used by another process." It can happen even after restarting Windows.

Cause:
When the installer starts, it unpacks its files into a folder called Downloaded Installations before it installs anything. This error means something else has that folder's files open. Usually it's a second copy of the installer that's still running, your antivirus scanning the files, or a stuck folder left behind by an earlier attempt.

Solution:

1. Make sure no other copy of the installer is running. Press Ctrl + Shift + Esc to open Task Manager, click the Details tab, and look for anything named Install-SixBit. Right-click each one and choose End task.
2. Turn off your antivirus for a few minutes, as described in the section above.
3. Rename the leftover folder from the earlier attempt. Press Windows key + R, type %LOCALAPPDATA%\Downloaded Installations and press Enter. Find the folder named in the error message. Its name is a long code inside curly braces { }. Right-click it, choose Rename, and add -old to the end of the name. Leave the other folders alone.
4. Right-click the Install-SixBit file and choose Run as administrator.

A "Files in Use" window appears during the install

Symptom:
Partway through, the installer shows a "Files in Use" window saying some files that need to be updated are currently in use. It may list SixBit or the SixBit Agent.

Cause:
SixBit, or the SixBit Agent that runs in the background, still has program files open, so the installer can't replace them yet.

Solution:

• If the window offers Automatically close and attempt to restart applications, select it and click OK.
• If the window only offers Retry, Ignore and Exit, close SixBit and click Retry.
• If the same window keeps coming back, click Exit, restart your computer, and run the installer as administrator before opening SixBit.

Your web browser won't let you download the installer

Symptom:
The download is blocked, or the browser says the file isn't commonly downloaded or could be harmful.

Cause:
Browsers are extra careful with brand new program files, so a new SixBit release can get flagged for the first few days after it comes out. It isn't a problem with the file.

Solution in Microsoft Edge:

1. Press Ctrl + J to open the downloads list.
2. Hover over the Install-SixBit file, click the three dots (...) next to it, and choose Keep.
3. If it warns you again, click Show more, then Keep anyway.

If there's no Keep option, try downloading the file in a different browser such as Google Chrome.

Still stuck?

Open a support ticket and include a screenshot of the error, or schedule a remote session and we'll take a look at the install with you.