If Aircall Workspace on Windows won't update, uninstall, or reinstall, and you see an installer error every time you try, this article explains why it happens and how to fix it.

This covers the standard Aircall Workspace app installed on your own Windows computer. If Aircall Workspace was rolled out by your company's IT team (a managed installation), share these steps with your IT administrator, since some of them require administrator access.

Errors you might see

You may run into any of the following, on their own or together:

  • The in-app update prompt fails.
  • Downloading and running the latest installer (.exe) fails.
  • Uninstalling Aircall Workspace fails.

The message you see usually matches one of these (the exact wording may appear translated, depending on your app's display language):

  • Error launching installer
  • Failed to uninstall the old application files: 2
  • Aircall Workspace is running

Why this happens

All three errors share the same root cause: the installer can't change or remove the files in the Aircall Workspace folder on your computer (%LOCALAPPDATA%\AircallWorkspace). This happens when the folder's file permissions become corrupted, usually by another program on the machine. The most common culprits are antivirus or endpoint security (EDR) software, Windows Controlled Folder Access, or a company device policy.

Two things are worth knowing:

  • Running the installer as an administrator does not help, because the problem is the folder's permissions, not your account's access level.
  • The app can look closed but still be running. Background Aircall Workspace processes can keep the folder locked even when the app appears closed in Task Manager. This is what produces the "Aircall Workspace is running" error.
Important: Deleting the folder by hand often gives you a working install for a short while, but the error comes back on the next update or uninstall because the permission problem is recreated. Use the steps below to clear it properly.

How to fix it

These steps stop Aircall Workspace, reset the folder's permissions, remove the folder, and reinstall the app from a clean download.

Steps

  1. Close Aircall Workspace.
  2. Open the Start menu, type cmd, and open Command Prompt.
  3. Copy and paste the following commands one at a time, pressing Enter after each:
taskkill /f /im AircallWorkspace.exe /t
icacls "%LOCALAPPDATA%\AircallWorkspace" /reset /t /c
rmdir /s /q "%LOCALAPPDATA%\AircallWorkspace"
  1. Download a fresh copy of the Aircall Workspace installer rather than reusing a file you downloaded earlier. An older download can be incomplete or corrupted.
  2. Run the installer and log back in.
Note: These commands delete the local Aircall Workspace folder, so you'll need to reinstall the app and log in again. Your call history and account data are safe, since they're stored in your Aircall account, not in this folder.
Tip: If you use PowerShell instead of Command Prompt, replace "%LOCALAPPDATA%\AircallWorkspace" with "$env:LOCALAPPDATA\AircallWorkspace" in the last two commands.

Best practices to prevent it from happening again

If the same errors return after a later update, another program on the computer is changing the folder's permissions again. To prevent this:

  • Antivirus or security software: add an exception for the %LOCALAPPDATA%\AircallWorkspace folder and for the Aircall Workspace app.
  • Windows Controlled Folder Access: if it's turned on (in the Windows Security app, under Virus & threat protection > Ransomware protection), allow Aircall Workspace through it.
  • Company device policies: if your computer is managed by your employer, ask your IT team whether a policy is restricting changes to the %LOCALAPPDATA% folder.

Still need help?

If these steps don't resolve the problem, please contact Aircall Support. To help them look into it quickly, include:

  • Your Aircall Workspace version.
  • Your Windows version.
  • The exact error message you see.
  • The name of any antivirus or endpoint security software on the computer.