ERROR: Using E-Prime Go results in an error message to reinstall due to missing a DigiCert Trusted Root G4 certificate [40376]

This article applies to:

E-Prime Go 1.0

This error was first reported in E-Prime Go 1.0.2.57.

Symptoms

E-Prime Go produces the following error:

Unexpected Error. Please reinstall the application.

Detail

Cloud and USB Licenses may display the error.

E-Prime Go requires the DigiCert Trusted Root G4 certificate. The required certificate is automatically downloaded and installed via Microsoft Windows Update. However, if the certificate is not properly installed or is missing, the file signature checking mechanism fails.

NOTE: you only need to install the certificate once, i.e. if you install it for E-Prime Go 1.0.2.57, then you do not need to install it for E-Prime 3.0 Upgrade 3 (3.0.3.214).

The certificate can be verified by navigating to "C:\Program Files (x86)\PST\E-Prime Go 1.0\Program" > right-clicking on E-Prime Go.exe > selecting Properties > Digital Signatures tab > selecting the Psychology Software Tools, Inc certificate in the Signature list and press Details.

The certificate must be updated if it says it is not valid:

Solution

Solution 1:

To update the certificate, select View Certificate and then press Install Certificate.

We recommend installing this on the Local Machine Store Location. All other options can remain default.

NOTE: You may need to restart your machine for E-Prime to see the updated certificate.

If the issue persists and the certificate is not downloaded and installed automatically, move on to Solution 2.

Solution 2:

Download the DigiCert Trusted Root G4 certificate from DigiCert directly at:

• https://www.digicert.com/kb/digicert-root-certificates.htm#otherroots

We recommend installing this on the Local Machine Store Location. All other options can remain default.

NOTE: You may need to restart your machine for E-Prime to see the updated certificate.

Workaround

If you use a USB license and do not take advantage of other new features/bug fixes in E-Prime 3.0 Update 3 (3.0.3.214), then you may remain using E-Prime 3.0 Update 2 (3.0.3.80) with E-Prime Go 1.0.2.41.

See Also:

ERROR: Installing E-Prime 3 Update 3 results in error message to reinstall due to a missing DigiCert Trusted Root G4 certificate [40374]

ERROR: E-Prime Go Participants may see an "Experiment Files are Invalid" error when unpacking experiment [40357]

RELEASE INFO: E-Prime Go 1.0 Known Issues [34992]