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itch.io Community » itch.io » Questions & Support

Can't Get Itch.io to open

A topic by Hayhay created Jan 04, 2020 Views: 5,918 Replies: 12
Viewing posts 1 to 3
Hayhay4 years ago(+1)

Yet again, I'm having trouble opening the itch.io app. It's driving me crazy. I've tried everything that I personally can think of, but I don't know a whole lot about computers so I'm asking here to see if someone can help me.

Every time I go to open Itch.io I get this error message: 

...

There was a problem during setup: Could not validate version 15.17.0 of butler

[retry setup]        [view logs]

Antivirus software may interfere with itch. [learn more]

…

I've downloaded the latest form of butler I cold find (maybe I'm following the wrong link, idk) but every time I try to open it I get a black screen pop up for half a second and then disappears.


I just want to play games :(

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ManiacCoder4 years ago(+1)

wait, how did you manage to post this?

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No Time To PlayModerator4 years ago(+1)

Presumably from a web browser.

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Hayhay4 years ago

The web browser.

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ManiacCoder4 years ago

okay

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leafoAdmin4 years ago (5 edits) (+3)

You shouldn’t download butler manually to run the itch.io app, the app will download and install its own copy butler to the correct place automatically. The issue you are most likely experiencing is described in the error message you pasted: Antivirus software may interfere with itch.

There’s some third party software on your computer that is altering or blocking the automated installation of butler. Try temporarily turning off your virus/malware/firewall software and try again to see if it solves the issue. If it does, then you know the source of your problems.

Thanks

(I said turn off intentionally – trying to add an exception is easy to do wrong, so save yourself the trouble and fully disable it for this test)

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Hayhay4 years ago

Thank you, I'll give that a shot when I get off in the morning. 

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Hayhay4 years ago (1 edit)

Okay. I've given it a while after turning everything off.. and it still will not open. Though now it is just saying it timed out connecting to butlerd. Any other ideas?

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Dreamer24 74 years ago(+1)

I'm also having the same problem. It says timed out connecting to butlerd as well. I sent an email to support and I'm waiting to hear back. I've restarted numerous times and temporarily disabled my firewall with no success. I know once before the solution was I had to change my system locale back to English as I had it on Japanese to play some games, but that isn't the problem this time. Maybe try that if you haven't, otherwise I'm stumped! :(

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Hayhay4 years ago(+1)

Mine has stayed in English :( I never switched it because I've only played 3 games and they were all in english... but I'm glad I'm not the only one having the issue. I disabled my firewall and everything as well, I'm not sure what the issue is. 


If you don't care, if you figure it out or get a reply, would you let me know how you fixed it? 😅😅 

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Dreamer24 74 years ago (1 edit)

Yeah, that was the only other idea I could think of :( It probably is something as simple as that, just not sure what. I'm glad I'm not the only one having this problem too. I've got my reply back now, this is what they suggested:

itch.io Support (itch.io)

Jan 18, 10:16 PST

Hello,

Please completely disable your virus scanner before attempting again. It’s likely still running even though your subscription may have ended. You can often find it in the task bar.

We can’t offer any support until we get confirmation that you have completely turned it off. This is because virus software changes how computers operate in ways that are outside of our control, and 99% of cases where people are having issues with the app are related to virus software.

Thanks

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Dreamer24 74 years ago

Problem is like it says my subscription to antivirus software has ended, the only thing I use is windows defender and I tried turning that off as well to no avail. I'm just trying to think of anything I've done differently lately, but nothing comes to mind. I'm trying to update my system too, but I doubt that will fix it either. :(  I'll let them know again, and just keep brainstorming what it could be. Maybe you can try turning anything off that's antivirus-related, but something tells me the issue is something else entirely. I'll let you know if I find out what's wrong, please let me know if you find out too, it's frustrating not being able to play anything!

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Dreamer24 74 years ago(+3)

Yes! It works again! I have no idea what I did at all! The only things I tried was to clear my cache again on my browser (though I have no idea how that would affect anything), then I just tried running the app again, it crashed, then I opened it up again, then something seemed to register because it properly loaded, then I got in! Maybe itch fixed it, I don't know but I'm so happy! Try what I did and see if it works, also contact support through email if you're still having problems. Let me know if it gets sorted :D

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