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Troubleshooting SuperNova Installation Error: “A problem occurred while downloading and installing”

How to resolve download and installation issues in SuperNova

Overview

When installing SuperNova, you may encounter the message:

“A problem occurred while downloading and installing. Please ensure you have a stable internet connection and try again.”

This error typically indicates a connectivity issue, a blocked update server, or a Windows security feature preventing the installer from running correctly. This guide walks you through the most common causes and the steps to resolve them.

 

1. Check Your Internet Connection

SuperNova requires a stable and uninterrupted internet connection to download installation components. If your connection drops or becomes unstable, the installer may fail.

General Internet Troubleshooting

  • Restart your router or modem.

  • Try connecting to a different network (e.g., mobile hotspot).

  • Temporarily disable VPNs or proxy connections.

  • Ensure no firewall or antivirus software is blocking general internet access.

  • Test your connection by loading several websites or running a speed test.

If your connection is stable but the error persists, continue to the next section.

 

2. Ensure Required SuperNova URLs Are Not Blocked

In secure or restricted IT environments, certain domains may be blocked by firewalls, filtering systems, or endpoint protection tools. SuperNova relies on several update and download servers that must be accessible.

Allowlist the following URLs:

  • exdownloads.yourdolphin.com

  • install.yourdolphin.com

  • guideupdate.yourdolphin.com

If these domains are blocked, the installer cannot retrieve required files and will display the error. Your IT administrator may need to add these URLs to the allowlist or adjust filtering rules.

 

3. Check Whether Smart App Control Is Blocking the Installer

Windows 11 includes Smart App Control (SAC), a security feature that can block applications it does not recognise. In some cases, SAC may prevent SuperNova from downloading or installing correctly.

Note: Dolphin is actively working toward full Smart App Control compatibility. Until then, you may need to temporarily disable SAC to complete installation.

How to Turn Off Smart App Control

  1. Open Settings in Windows.

  2. Select Privacy & Security.

  3. Choose Windows Security.

  4. Click App & browser control.

  5. Select Smart App Control settings.

  6. Change the setting to Off.

  7. Restart your computer.

Once installation is complete, you may turn SAC back on if desired.

 

4. Try the Installation Again

After completing the steps above:

  • Reopen the SuperNova installer.

  • Start the installation process again.

  • Confirm that the download progresses without interruption.

If the issue continues, you may need to contact your IT administrator or Dolphin Support for further assistance.