Need to help installing TextExpander on Windows 10

One of our newly hired customer support agents is having a problem installing TextExpander on Windows 10. We need you to guide her through some trouble shooting. She has successfully installed it but it wont launch. I suspect it could be due to one of the 2 AVs she has installed. The TextExpander support team have sent me instructions on how to fix the problem, but I am extremely busy and dont have enough time to guide her through the process.

The tech desk recommends moving the app data folder to the desktop. I dont know if this will work. Below are the instructions:

1. If necessary, exit TextExpander by right-clicking on the TextExpander icon in the System Tray -> Exit
2. Go to the Windows Desktop
3. Hit the Windows and R key simultaneously
4. In the Run window that appears type the following, including the quotation marks:
%LOCALAPPDATA%\\Smile
5. Move the TextExpander folder to the desktop (i.e. remove it from the Smile folder)
6. Open TextExpander and sign in

Hopefully that allows you to launch TextExpander but, either way, please do the following:

1. Send us any recently created files that have log in the name in the TextExpander folder (now on your desktop).
2. In the TextExpander folder, there is a subfolder called CrashDumps. Please attach the latest dmp file with TextExpander in the name to your reply as well. You may have to zip or compress it first. If its still too large (over 20MB), try uploading it to a cloud service and then sending me a link.

With that information we can try and prevent this from occurring in the future. Also, once you send us the logs and crash dump, feel free to delete that folder from your desktop.
About the recuiter
Member since Mar 14, 2020
Mindiaesh Shett
from Suceava, Romania

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