We have recently become aware of an error that some users are experiencing when trying to install ActiLife 6.8.0 or greater. We have identified the cause of this issue and it will be resolved in our next release of ActiLife (6.9.2 and 6.8.2).
This error message refers to the ActiGraph HID Service being unable to be stopped, started, or removed and may look similar to this screenshot:
To resolve this issue, simply click Yes to complete the installation and then uncheck the box that says "Start ActiLife" when the installer has finished. Then restart your computer. Once Windows has finished loading, open ActiLife and connect a GT3X+, ActiSleep+, wGT3X+, wActiSleep+, GT3X-BT, or ActiSleep-BT device and verify that it is visible in the Device Grid. If they are visible, you should now be able to use ActiLife as expected.
This issue is due to the installer having permissions issues when stopping this service during installation. Restarting your computer should cause this service to start normally.
If you are getting a message that the installation has failed because the installer is unable to open a file for writing, and you see an error message like one of the two follow screenshots, you may need to manually stop this service before installing ActiLife.
To do this, first make sure that ActiLife is not running. Then download the ActiLife installer from the follow location:
Then press and hold the Windows Key on your keyboard and then press the "R" key. This will open the Windows Run Dialog. Enter "Services.msc" as shown in this screenshot:
Click Ok. This will open the Windows Services Applet. Locate the ActiGraph HID Service (it should be listed near the very top). Right click on it and choose Stop:
You can now close the services Applet. Now try reinstalling ActiLife by following the steps in this FAQ:
After the installation has completed, uncheck the box that says "Start ActiLife" and then click finish. Restart your computer and once Windows has finished loading, open ActiLife and connect your devices. If they show up in the Device Grid, you have resolved the issue. If they do not, please email email@example.com for further assistance.
If you need any further assistance, please go to our support portal at https://help.theactigraph.com/home. From here, you can view many helpful FAQ's and Troubleshooting Articles; log in to check any existing Support Requests; or create a new Support Ticket if you are unable to find a solution. You can also email us at firstname.lastname@example.org or give us a call at (877) 497-6996, Monday through Friday, 8 am to 5 pm CST.