Carbonite Support > Message: "The Program Can't St...

Message: "The Program Can't Start Because api-ms-win-crt-*-l1-1.0.dll is Missing from Your Computer"

Summary:

After upgrading CSSB to version 6.5 you may see a pop-up noting that "The program can't start because api-ms-win-crt-*-l1-1.0.dll is missing from your computer" during normal operation. On a fresh install of CSSB 6.5 you may only see a red dot with an X beside the import certificate button when importing your cloud certificate.

This article applies to:

Carbonite Plans Products Platforms
Power and Ultimate (Not sure?) Carbonite Safe Server Backup (Not sure?) Windows

Cause:

These errors occur because the Universal CRT portion of the C++ install failed to install due to a missing required Windows Update. C++ Redistributables are installed when Carbonite Safe Server Backup is initially installed and when upgraded.

The following Microsoft Knowledge Base article details that update and its prerequisites. Update for Universal C Runtime in Windows.

Solution:

  1. Install all available Windows Updates noted as important and restart until there are no more available.
  2. Open Programs and Features within control panel and scroll down to Microsoft Visual C++ 2015 Redistributable (you may see 2017 instead or as well).
  3. Click on it and choose Change (some systems will show Modify)
  4. On the next Window that opens, choose Repair.
    • If the Repair option fails it is possible that Windows Update had still not given the pre-requisite required in the KB linked above. If that is the case you would need to click the link for your operating system in the PreRequisites section and follow the instructions on the next Microsoft page you are taken to in order to update.
  5. Repeat steps 3 and 4 for all instances of 2015 and 2017 Redistributable in the list until they are all repaired successfully.
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