Subject: GSP 670, PC, Install Gaming suite
From: EPOS Global Support <[email-masked]>
Cc: Anupam Tiwari <[email-masked]>
Date: Tue, 26 Oct 2021 07:50:28 +0000

You are registered as a CC on this support request (180859). Reply to this email to add a comment to the request.

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Josephine Veena, Oct 26, 2021, 7:50 UTC (private)

**Anupam Tiwari**​ Change the subject to Gaming suite, Cannot install.

Please call the customer or have a remote session for TS:
1) Type system information in the windows search bar and take a screenshot
2) Check if Gaming suite, EPOS Connect, Sennheiser updater are installed.
3) Download the GS MSI installation file from the website and install
4) If the error appears again Take screenshots of errors while installing.
5) Go to Event viewer-Windows logs- you will see error for MSI installation, right click on the error and view the event properties, take screenshot of events and details tab.

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Anupam Tiwari, Oct 25, 2021, 17:08 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Donald Bregman
**Phone**: +15617335342
**Email**: [email-masked]
**Product name**: GSP 670
**Environment**: Windows 10
**Issue**: Install Gaming suite
- User gets error while installing GS, screenshot attached
- Windows 10, Version 21H1. screenshot attached
- Customer is very elderly person, sounded like beginner with computers.

**Troubleshooting**:
- Before you install EPOS Gaming Suite for Window 10, please uninstall completely any other application that you may have downloaded and go to C:\ProgramData or C:\Program Files (x86) and delete the Sennheiser | EPOS Gaming Suite folder completely and Then restart your PC.
- please visit EPOS Gaming Suite for Window 10 and follow prompts to install, after installation please restart the PC.

**Current status**: L2 to review and advice

Attachment(s):
image-180859.png - https://eposaudio-gaming.zendesk.com/attachments/token/HyYPPbC7UdzzaMeCiYMfcERxd/?name=image-180859.pngGaming Suite error message.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/wUY0TqX9hxkWKi389QpPiBcfQ/?name=Gaming+Suite+error+message.pdf

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Anupam Tiwari, Oct 25, 2021, 17:01 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/3d67413c62f54689922e4447cfc88bbb/recordings/0.mp3
Call duration: 689
Description: Windows screenshot

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Donald Bregman, Oct 25, 2021, 16:58 UTC

 !(https://eposaudio.zendesk.com/attachments/token/9xaTB9LDbo46ALLHQeCFJELMz/?name=image.png)

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Pritish Nandi, Oct 25, 2021, 12:31 UTC (private)

What is the Win version he is using? It does not seem like win 10. We need system info.
If he is not aware of the technical details then he can ask somebody to help with it.
Unfortunately, without details, we would not be able to get to the root cause of the issue and help.

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Anupam Tiwari, Oct 23, 2021, 20:38 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Donald Bregman
**Phone**: +15617335342
**Email**: [email-masked]
**Product name**: GSP 670
**Environment**: Windows 10
**Issue**: Install Gaming suite
- User gets error while installing GS, screenshot attached
- Windows 10, Version 21H1.
- Customer is very elderly person, sounded like beginner with computers.

**Troubleshooting**:
- Before you install EPOS Gaming Suite for Window 10, please uninstall completely any other application that you may have downloaded and go to C:\ProgramData or C:\Program Files (x86) and delete the Sennheiser | EPOS Gaming Suite folder completely and Then restart your PC.
- please visit EPOS Gaming Suite for Window 10 and follow prompts to install, after installation please restart the PC.

**Current status**: L2 to review and advice

Attachment(s):
Gaming Suite error message.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/Ydcw4I5xgEKnubR8P6Xrc1SUr/?name=Gaming+Suite+error+message.pdf

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Donald Bregman, Oct 22, 2021, 23:49 UTC

Windows 10, Version 2.1.H.1

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Anupam Tiwari, Oct 22, 2021, 20:28 UTC (private)

**_NEXT ACTION_**

**What**: User to share screenshot of windows
**Who**: Donald
**When**: 26/10/2021

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Anupam Tiwari, Oct 22, 2021, 20:28 UTC

Dear Donald,

Thank you for your response, referring to your support ticket number 180859.

The screenshot you've shared shows your desktop and doesn't have any windows version information.

Please follow below instructions to pop up windows information:
- Press the Windows logo key + R, type winver in the Open box, and then select OK
**- OR** Select the Start button > Settings > System > About.

Looking forward to your response.

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Donald Bregman, Oct 22, 2021, 20:18 UTC

Printscreen of Windows

Attachment(s):
Printscreen 0f Windows.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/fvNDMRmFqarCbd6ttYb6Dhbj6/?name=Printscreen+0f+Windows.pdf

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Anupam Tiwari, Oct 22, 2021, 20:14 UTC (private)

**_NEXT ACTION_**

**What**: User to share screenshot of windows
**Who**: Donald
**When**: 26/10/2021

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Anupam Tiwari, Oct 22, 2021, 20:13 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/84f091f929004b839059836c99de302a/recordings/0.mp3
Call duration: 454
Description:

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Anupam Tiwari, Oct 22, 2021, 20:08 UTC

Dear Donald,

Thank you for your response, referring to your support ticket number 180859.

**System info** screenshot: press the Windows logo key + R, type winver in the Open box, and then select OK
 **OR** Select the Start button > Settings > System > About.

Looking forward to your response.

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Donald Bregman, Oct 22, 2021, 19:58 UTC

This is the error message

Attachment(s):
Gaming Suite error message.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/H4mTpirIhVt6CDY2qdOSvaHD3/?name=Gaming+Suite+error+message.pdf

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Donald Bregman, Oct 22, 2021, 19:39 UTC

Did not wok. Message that file cannot be opened

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Anupam Tiwari, Oct 22, 2021, 18:56 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Donald Bregman
**Phone**: +15617335342
**Email**: [email-masked]
**Product name**: GSP 670
**Environment**: Windows 10
**Issue**: Install Gaming suite
- User cannot find setup file to install GS.

**Troubleshooting**:
- Before you install EPOS Gaming Suite for Window 10, please uninstall completely any other application that you may have downloaded and go to C:\ProgramData or C:\Program Files (x86) and delete the Sennheiser | EPOS Gaming Suite folder completely and Then restart your PC.
- please visit EPOS Gaming Suite for Window 10 and follow prompts to install, after installation please restart the PC.

**Current status**: User to attempt installation and reply.

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Anupam Tiwari, Oct 22, 2021, 18:55 UTC

Dear Donald,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 180859** for your inquiry.

We are sorry to hear that you are experiencing problems with EPOS Gaming suite.

As per your query, before you install EPOS Gaming Suite for Window 10, please uninstall completely any other application that you may have downloaded and go to C:\ProgramData or C:\Program Files (x86) and delete the Sennheiser | EPOS Gaming Suite folder completely and Then restart your PC.

please visit EPOS Gaming Suite for Window 10 and follow prompts to install, after installation please restart the PC.

We hope this information will help you, Looking forward to your response.

You can reach us by replying to this email or by calling us from Monday to Friday between 8 AM to 5 PM on our **support number 1 800 895 7412**

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Anupam Tiwari, Oct 22, 2021, 18:43 UTC (private)

Email: [email-masked]

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Anupam Tiwari, Oct 22, 2021, 18:43 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/4abab358f6d8438fac75057b0790cb0a/recordings/0.mp3
Call duration: 523
Description:

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AJ Hurry, Oct 22, 2021, 18:39 UTC (private)

Donald Bregman
GSP 670, GS setup

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AJ Hurry, Oct 22, 2021, 18:34 UTC (private)

ring group :us_enterprise
contact number :  +15617335342
duration : 
status :

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