If the BitBoxApp does not download or install on Windows, start with the exact message you see. A Microsoft Edge warning about an uncommon download, a Windows SmartScreen warning when you open the installer, and a Microsoft Defender Antivirus detection are different situations and require different next steps.
Only continue with an installer downloaded from the official BitBoxApp download page. Do not disable Microsoft Defender SmartScreen, Microsoft Defender Antivirus, or another security tool to complete the installation.
| What you see | Continue with |
|---|---|
| Microsoft Edge says the installer “isn't commonly downloaded,” or the download never completes | If Microsoft Edge interrupts or blocks the download |
| Windows says “Windows protected your PC” or identifies the installer as an unrecognized app | If Windows SmartScreen blocks the installer |
| Edge or Windows says “Virus detected,” “Threat found,” or that the file was quarantined | If Microsoft Defender Antivirus or another security tool detects a threat |
| The download completed, but nothing happens when you open the installer | If the installer does not start |
| The installer opens but stops or displays an error | If the installation stops with an error |
If Microsoft Edge interrupts or blocks the download
This section applies when Edge says that the BitBoxApp installer “isn't commonly downloaded,” displays a warning beside the download, or does not finish saving the installer.
An uncommon-download warning is based on Microsoft SmartScreen reputation. It does not by itself mean that Microsoft Defender Antivirus found malware. Continue only after confirming that you started the download from the official BitBoxApp download page.
- In Microsoft Edge, open Downloads. You can select the Downloads icon or press Ctrl+J.
- Find the BitBoxApp Windows installer.
- Select More actions (…) or Show more beside the warning.
- Select Keep. If Edge shows another confirmation, select Show more, then Keep anyway.
- Wait until Edge shows that the download is complete before opening the file.
The download problem is resolved when the Windows .exe installer finishes downloading and Edge no longer shows it as incomplete.
If Edge does not offer an option to keep the file:
- On a work, school, or otherwise managed computer, contact the device administrator. A managed policy can prevent you from overriding the warning.
- On a personal computer, download a fresh copy from the official BitBoxApp download page using Chrome or Firefox. Using another browser is a fallback for an Edge-specific download failure; it is not a way to bypass an antivirus detection.
If the download also fails in another browser, note the exact message and continue to Contact BitBox Support.
If Edge left an incomplete installer
Do not open a file that Edge still shows as interrupted or incomplete.
- Remove the incomplete download from Edge and your Downloads folder.
- Return to the official BitBoxApp download page.
- Download the Windows installer again.
- If Edge interrupts the download again, follow the Edge steps above or use Chrome or Firefox on a personal computer.
For additional confirmation after the download completes, you can verify the installer checksum before opening it.
If Windows SmartScreen blocks the installer
This section applies when the download completed but Windows displays Windows protected your PC or says that SmartScreen prevented an unrecognized app from starting.
A SmartScreen reputation warning does not automatically mean that the installer is malicious. Before overriding it, confirm both of the following:
- You started the download from the official BitBoxApp download page.
- If Windows displays publisher information, the publisher is Shift Crypto AG.
If Windows shows a publisher other than Shift Crypto AG, select Don't run and contact BitBox Support. Do not open the file. If no publisher is shown or you are unsure about the download, select Don't run, download it again from the official page, or verify the BitBoxApp signature before continuing.
Depending on your Windows version and configuration:
- If Run anyway is already visible, select it.
- If Windows first shows More info, select More info, then Run anyway.
Continue through the BitBoxApp installer. This warning is resolved when the installer opens and Windows lets you proceed with the installation.
If Run anyway is not available
Do not disable SmartScreen or another Windows security feature.
- On a work, school, or otherwise managed computer, an administrator policy may prevent the override. Contact the device administrator.
- On a personal computer, stop before running the file and contact BitBox Support. Include a screenshot of the complete warning so Support can distinguish SmartScreen, Smart App Control, and other Windows security behavior.
If Microsoft Defender Antivirus or another security tool detects a threat
This section applies when the message says Virus detected, Threat found, Quarantined, or displays a specific threat name. This is different from an uncommon-download or unrecognized-app warning.
Do not select Allow, Restore, or Run anyway, and do not switch browsers merely to get around the detection.
- Open Windows Security.
- Go to Virus & threat protection → Protection history.
- Open the recent event for the BitBoxApp installer.
- Record the exact detection name and the action Windows took.
- Confirm that the download was initiated from the official BitBoxApp download page.
- Contact BitBox Support before allowing or running the file.
For third-party antivirus or endpoint-protection software, check its quarantine or detection history and follow the same stop condition. On a managed device, contact the device administrator as well.
If the installer does not start
Use these steps only after Edge shows that the download is complete and no unresolved security warning or detection remains.
- If you are updating an existing BitBoxApp installation, close the BitBoxApp completely.
- Open Task Manager and end any remaining BitBoxApp process.
- Open the downloaded installer again.
- If Windows reports a permission problem, right-click the verified installer and select Run as administrator.
If you do not have administrator permission on a managed computer, contact the device administrator. If the installer still does not open and Windows shows no error, continue to Contact BitBox Support.
If the installation stops with an error
- Record the complete error message and any error code.
- Close the installer and restart Windows once.
- Remove the previous installer and download a fresh copy from the official BitBoxApp download page.
- Confirm that the download completes, then run the installer again.
The problem is resolved when the installation finishes and the BitBoxApp opens. If the same error returns, stop repeating the installation and contact Support with the information below.
After the BitBoxApp opens
The Windows installation is complete when the BitBoxApp opens normally.
- If the app opens but still shows an older version, follow the BitBoxApp update guide.
- If the app opens but does not detect your BitBox, follow the Windows device-detection guide. That is a USB or device-detection problem rather than an installation failure.
Contact BitBox Support
Contact BitBox Support if a security detection remains unresolved, no safe override is available, the installer still does not start, or the same installation error returns.
Include:
- your Windows version;
- whether the computer is personal or managed by a workplace or school;
- the installer filename and BitBoxApp version you attempted to install;
- the browser you used;
- the exact Edge, SmartScreen, Defender, antivirus, or installer message;
- any displayed error or detection code; and
- a screenshot of the complete warning or error, if possible.
Never send Support recovery words, a wallet backup, a password, a passphrase, a private key, or an authentication code.