There are far too many reasons why a user could experience an issue with installation to break it all down here. BUT, I will do my best to help resolve the issue. If the steps below don't fix your installation issue please reach out by making a New Support Ticket.

I'm going to assume here that Medal is unusable for you. Meaning you can't log in, you can't record any clips, or maybe you have a grey screen.

Please note, Medal does not support 32 bit Operating Systems. If you are unsure of what your system type is, press the Windows key, type in 'This PC', right click and select properties. 

Medal has been whitelisted by most of the major anti-viruses. However, there is always the possibility that your anti-virus has quarantined some of the files used by Medal. Try disabling your anti-virus or whitelisting Medal.

SSL / Encrypted Connections

If you use an antivirus head to Settings > Additional or Advanced > Network
Look for Encrypted Connections Scanning or something similar.
Turn this OFF, or set it to something like Scan encrypted connections upon request from protection components

This will likely be different on every anti-virus, so if this is you, please create a New Support Ticket so we can address this.

Turn Down or Disable UAC

Sometimes Windows User Account Controls can prevent Medal from installing.

To reduce UAC restrictions:

Open the Start Menu and search UAC and select Change User Account Control settings

By default, Windows is set to the second highest option.Turn down the option to the lowest level may help Medal install correctly (You can reset the changes once Medal is installed)


If you live somewhere that can't access US websites, you may need a VPN.

Here's an article from that should help. I'll summarize a bit of it here.


"VPNs are the best option for accessing content that is blocked in your own country because they allow you to tunnel your traffic through an encrypted connection and come out on the other side."

Basically - A VPN allows you to access our servers so that you can install our sweet software.
There are Free VPNs but they generally lack speed. Here are 2 paid options below suggested by HowToGeek. They also mention that each of these has a 30-day money-back guarantee.

ExpressVPN Fast and easy to use
StrongVPN Fast and can easily bypass geographic restrictions

There are free VPN's as well. LuciiFox, one of our support members, suggested TunnelBear.

TunnelBear VPN Free

Change your DNS

A DNS (Domain Name System) is what allows websites to have their URLs (E.G instead of using numbers (Eg.

By default, your PC will use your ISPs (Internet Service Provider) DNS server. Sometimes, this can be the cause of not being able to connect to some sites or even programs correctly.

To change your DNS, follow these steps:

  1. Open control panel and select Network and Sharing Centre.

  2. Select Change adapter settings.

  3. Find out which network adapter you are using, right click and select Properties (You may need to provide administrator access).

  4. In the Networking tab, you will find a list of connections. Scroll down until you see Internet Protocol Version 4 (TCP/IPv4). Click on the text and then click on the Properties button.

  5. Click on Use the following DNS server addresses and type in the two DNS addresses and then select OK (We have provided some trusted DNS addresses below)

  6. You will need to repeat Step 5 for Internet Protocol Version 6 (TCP/IPv6) if it is available.

Here are two trusted DNS servers that you can use:

Google Public DNS

Internet Protocol Version 4:

Internet Protocol Version 6:


Internet Protocol Version 4:

Internet Protocol Version 6:

If you wish to revert your changes at a later date, follow the steps up to Step 5 and select Obtain DNS server address automatically.

Purge (reinstall)

If all else fails, you can try a fresh install. For detailed instructions head to this Article. It's important you follow the steps correctly as to not mess anything else up :)

This should address all your issues. If not, please reach out by making a New Support Ticket.