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Streamer Companion App: Server Access Unavailable

Discussion in 'Razer Support' started by zettaivanugen, Jun 5, 2020.

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  1. zettaivanugen

    zettaivanugen New Member

    Hi all,

    I have an issue trying to install the Streamer Companion App. When I open the installer an error message saying "Server Access Unavailable" pops up.

    I have tried 2 different computers, 3 different network connections (even hotspoting with my phone), without success. This is what the log says:

    Code:
    2020-06-05 20:37:12,044 [1] INFO  RazerInstaller [(null)] - Razer Installer (Install Mode) Version: 1.0.125.158
    2020-06-05 20:37:12,052 [1] INFO  RazerInstaller [(null)] - Culture: en-GB
    2020-06-05 20:37:12,052 [1] INFO  RazerInstaller [(null)] - Working directory: C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App
    2020-06-05 20:37:12,053 [1] INFO  RazerInstaller [(null)] - Files in directory:
    2020-06-05 20:37:12,054 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-console-l1-1-0.dll
    2020-06-05 20:37:12,054 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-datetime-l1-1-0.dll
    2020-06-05 20:37:12,054 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-debug-l1-1-0.dll
    2020-06-05 20:37:12,054 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-errorhandling-l1-1-0.dll
    2020-06-05 20:37:12,054 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-file-l1-1-0.dll
    2020-06-05 20:37:12,055 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-file-l1-2-0.dll
    2020-06-05 20:37:12,055 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-file-l2-1-0.dll
    2020-06-05 20:37:12,055 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-handle-l1-1-0.dll
    2020-06-05 20:37:12,056 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-heap-l1-1-0.dll
    2020-06-05 20:37:12,056 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-interlocked-l1-1-0.dll
    2020-06-05 20:37:12,056 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-libraryloader-l1-1-0.dll
    2020-06-05 20:37:12,056 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-localization-l1-2-0.dll
    2020-06-05 20:37:12,057 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-memory-l1-1-0.dll
    2020-06-05 20:37:12,058 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-namedpipe-l1-1-0.dll
    2020-06-05 20:37:12,058 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-processenvironment-l1-1-0.dll
    2020-06-05 20:37:12,059 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-processthreads-l1-1-0.dll
    2020-06-05 20:37:12,059 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-processthreads-l1-1-1.dll
    2020-06-05 20:37:12,060 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-profile-l1-1-0.dll
    2020-06-05 20:37:12,060 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-rtlsupport-l1-1-0.dll
    2020-06-05 20:37:12,060 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-string-l1-1-0.dll
    2020-06-05 20:37:12,060 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-synch-l1-1-0.dll
    2020-06-05 20:37:12,061 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-synch-l1-2-0.dll
    2020-06-05 20:37:12,061 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-sysinfo-l1-1-0.dll
    2020-06-05 20:37:12,061 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-timezone-l1-1-0.dll
    2020-06-05 20:37:12,062 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-core-util-l1-1-0.dll
    2020-06-05 20:37:12,062 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-conio-l1-1-0.dll
    2020-06-05 20:37:12,062 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-convert-l1-1-0.dll
    2020-06-05 20:37:12,062 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-environment-l1-1-0.dll
    2020-06-05 20:37:12,063 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-filesystem-l1-1-0.dll
    2020-06-05 20:37:12,063 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-heap-l1-1-0.dll
    2020-06-05 20:37:12,063 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-locale-l1-1-0.dll
    2020-06-05 20:37:12,063 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-math-l1-1-0.dll
    2020-06-05 20:37:12,064 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-multibyte-l1-1-0.dll
    2020-06-05 20:37:12,064 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-private-l1-1-0.dll
    2020-06-05 20:37:12,064 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-process-l1-1-0.dll
    2020-06-05 20:37:12,065 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-runtime-l1-1-0.dll
    2020-06-05 20:37:12,065 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-stdio-l1-1-0.dll
    2020-06-05 20:37:12,065 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-string-l1-1-0.dll
    2020-06-05 20:37:12,066 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-time-l1-1-0.dll
    2020-06-05 20:37:12,066 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\api-ms-win-crt-utility-l1-1-0.dll
    2020-06-05 20:37:12,066 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\concrt140.dll
    2020-06-05 20:37:12,066 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\InstallerConfiguration.xml
    2020-06-05 20:37:12,067 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\msvcp140.dll
    2020-06-05 20:37:12,067 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\Razer.DetectManagerWrapper.dll
    2020-06-05 20:37:12,067 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\Razer.RazerInstallerCommon.dll
    2020-06-05 20:37:12,067 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\RazerInstaller.exe
    2020-06-05 20:37:12,067 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\RazerInstaller.exe.config
    2020-06-05 20:37:12,068 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\rzS3detgmr_CWrapper.dll
    2020-06-05 20:37:12,068 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\rzS3detmgr.dll
    2020-06-05 20:37:12,068 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\ucrtbase.dll
    2020-06-05 20:37:12,068 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\vccorlib140.dll
    2020-06-05 20:37:12,069 [1] INFO  RazerInstaller [(null)] - C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\vcruntime140.dll
    2020-06-05 20:37:12,069 [1] INFO  RazerInstaller [(null)] - Running as CARLES-PC\dkeep
    2020-06-05 20:37:12,069 [1] INFO  RazerInstaller [(null)] - Is user System: False
    2020-06-05 20:37:12,070 [1] INFO  RazerInstaller [(null)] - Can show device: False
    2020-06-05 20:37:12,070 [1] INFO  RazerInstaller [(null)] - Framework Version: 4.0.30319.42000
    2020-06-05 20:37:12,071 [1] INFO  RazerInstaller [(null)] - OS Version: Microsoft Windows NT 6.2.9200.0
    2020-06-05 20:37:12,071 [1] INFO  RazerInstaller [(null)] - Is 64-bit OS: True
    2020-06-05 20:37:13,208 [4] DEBUG RazerInstaller [(null)] - Result from download:
    {"endpoints":[]}
    2020-06-05 20:37:13,214 [8] DEBUG RazerInstaller [(null)] - Local Software Manifest doesn't exist: C:\Windows\Installer\Razer\StreamerCompanionApp\Installer\App\SoftwareModulesManifest.xml
    2020-06-05 20:37:13,258 [7] DEBUG RazerInstaller [(null)] - Device already registered: VID: 5426, PID: 770, EID: 0
    2020-06-05 20:37:13,259 [7] DEBUG RazerInstaller [(null)] - Device already registered: VID: 5426, PID: 3867, EID: 0
    2020-06-05 20:37:13,259 [7] DEBUG RazerInstaller [(null)] - Device already registered: VID: 0, PID: 0, EID: 0
    2020-06-05 20:37:13,259 [7] DEBUG RazerInstaller [(null)] - Device already registered: VID: 5426, PID: 769, EID: 0
    2020-06-05 20:37:13,259 [7] DEBUG RazerInstaller [(null)] - Device already registered: VID: 5426, PID: 771, EID: 0
    2020-06-05 20:37:13,260 [7] DEBUG RazerInstaller [(null)] - Device already registered: VID: 5426, PID: 774, EID: 0
    2020-06-05 20:37:13,301 [1] DEBUG RazerInstaller [(null)] - Device Name in FIVM: Razer Seiren Emote
    2020-06-05 20:37:13,301 [1] DEBUG RazerInstaller [(null)] - Adding to list of connected device in FIVM: Razer Seiren Emote
    2020-06-05 20:37:13,302 [1] DEBUG RazerInstaller [(null)] - Device Name: Razer Seiren Emote
    2020-06-05 20:37:13,302 [1] DEBUG RazerInstaller [(null)] - Detected Device: VID = 5426, PID = 3867, EID = 0, DeviceName = Razer Seiren Emote
    2020-06-05 20:37:13,305 [4] DEBUG RazerInstaller [(null)] - Checking for updates.
    2020-06-05 20:37:13,306 [4] DEBUG RazerInstaller [(null)] - Getting updates at "manifest-alisha.razerapi.com" for: VID: 5426, PID: 3867, EID: 0
    2020-06-05 20:37:13,629 [8] DEBUG RazerInstaller [(null)] - Result from download:
    {"endpoints":[]}
    2020-06-05 20:37:13,629 [8] DEBUG RazerInstaller [(null)] - No Software Manifest URL
    2020-06-05 20:37:13,629 [8] DEBUG RazerInstaller [(null)] - Failed to download Software Manifest
    2020-06-05 20:37:13,956 [4] DEBUG RazerInstaller [(null)] - Failed getting UpdateModule, retrying later: There is an error in XML document (1, 1).
    I am assuming it is not me, it's Razer's server/installer but has someone found any workarounds to this?

    Many thanks,

    Zettai.
     
    Cvy_No_Pro likes this.
  2. Crazycrafter321

    Crazycrafter321 New Member

    Its not just you I am also having the same issue and have been looking for away around it.
     
    Cvy_No_Pro likes this.
  3. zettaivanugen

    zettaivanugen New Member

    Did you contact support directly?
     
    Cvy_No_Pro likes this.
  4. Crazycrafter321

    Crazycrafter321 New Member

    Not yet I came here looking to see if someone knew
     
    Cvy_No_Pro likes this.
  5. Cvy_No_Pro

    Cvy_No_Pro New Member

    I was able to download and install all of the other software but without the Streamer Companion app I don't seem to be able to do anything with my LEDs. Very frustrating. I turned off my firewall and windows defender and ran it as an administrator to try to get past the install but it still wouldn't work. Also it says the support help chat should be open now but it won't connect. I understand some horrific wait time but it just says its not available. I read an old forum where someone 'turned of the ipv6' of their networks setting and it fixed it but that post was older. I tried it, not sure if I did it correctly but it didn't fix it either. If you have a better idea of what that means, or if you figure anything else out please post back.Thank you!
     
  6. Crazycrafter321

    Crazycrafter321 New Member

    Yea I have tried all of the things that people have posted about not being able to install it but nothing has worked, i tried using a VPN to connect to the US to see if it just dint work here but still nothing. But ill keep looking and post here if i can find anything because it is annoying seen as it costs more for this feature that doesn't actually work.
     
  7. zettaivanugen

    zettaivanugen New Member

    I tried all that too.
    Used a VPN, connected through the office, used three different devices, analysed the logs... nothing. I still believe it's them having an issue with the servers.

    Hopefully we'll get an answer soon.
     
  8. zettaivanugen

    zettaivanugen New Member

    Could maybe someone that already have the software send us the installation files?

    They should be on:
    C:\Windows\Installer\Razer\StreamerCompanionApp\

    I can’t think of anything else at this point!
     
  9. Relsorr

    Relsorr New Member

    If you had the installation files, pls send my
     
  10. zettaivanugen

    zettaivanugen New Member

    I don't, I'm asking if someone has those files it would be great if they could share them with us! :)
     
  11. Cvy_No_Pro

    Cvy_No_Pro New Member

    Hey guys! the install just went through. Guess they restarted their server that was down?
     
  12. zettaivanugen

    zettaivanugen New Member

    I was on a live chat this morning and they escalated to tier 2... guess they finally did something!
     
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