Security Compliance

SEM Desktop Console installation error: The application cannot be installed due to a certificate problem

When upgrading or installing your Adobe AIR-based SEM Desktop Console, you receive the following error: Sorry, an error has occurred. The application cannot be installed due to a certificate problem. The certificate does not match the installed application certificate, does not support application upgrades, or is invalid. Please contact the application author.

First published date

10/31/2018 7:20 PM

Last published date

10/31/2018 7:20 PM

Overview

The following error occurs when upgrading or installing Adobe AIR-based Security Event Manager (formerly Log & Event Manager) Desktop Console:

Sorry, an error has occurred.

The application cannot be installed due to a certificate problem. The certificate does not match the installed application certificate, does not support application upgrades, or is invalid. Please contact the application author.

Product section

Security Event Manager

Cause

Files from a previous installation or console version are interfering with the new installation.

Resolution

  1. Uninstall both Adobe AIR and SolarWinds Security Event Manager Console from Programs and Features, if present.
  2. Delete all of the following folders, if present:
    C:\Program Files (x86)\Common Files\Adobe AIR
    C:\Program Files (x86)\SolarWinds Log and Event Manager
    C:\Users\<useraccountname>\AppData\Local\Adobe\AIR
    C:\Users\<useraccountname>\AppData\Roaming\sim.console
  3. Download the latest version of Adobe AIR from Adobe's website and install as normal.
  4. Run and complete the installation for the Desktop Console.