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409

Notice

This document is a machine-translated draft and is currently undergoing review. Some content may be inaccurate or differ from the original Korean version. For the most precise information, refer to the Korean documentation.

  • Error code: 409
  • Summary: Plugin load failure and agent execution error

Symptoms​

A message saying "Failed to load the plugin." or "Please reinstall the plugin." is displayed, and even after completing the player installation, the system falls into an infinite reinstallation loop.

Causes​

  • Security program conflict: A specific antivirus program (such as Avast) misidentifies the player executable (KollusAgent.exe) as a threat and blocks or corrupts it.
  • Permission issue: The Windows user account permissions are corrupted, preventing the player agent from running automatically.

Solutions (Windows 11)​

Replace your antivirus program​

  • If you are using Avast, please uninstall it completely. We recommend using antivirus programs such as Windows Defender, V3, or Alyac.
  • If installation and execution of the player are still blocked after replacing the antivirus program, refer to the document below to temporarily disable the real-time protection feature of your antivirus program and then try running the player.

Create a new user account​

  1. Press [Windows]+[I] on your keyboard to open the Settings app.
  2. Navigate to [Accounts] > [Other users] (or [Family & other users]).
  3. Click [Add account] (or [Add someone else to this PC]) to create a new user account.
    • If the Microsoft account sign-in window appears, select [I don't have this person's sign-in information] > [Add a user without a Microsoft account] at the bottom in sequence.
    • It is recommended to add the account as a 'local user' without creating a new email address.
  4. Click [Start] > [User profile icon], then select the newly created account to sign in.
  5. Completely uninstall the existing Kollus Player app, then reinstall the latest version.

Run with administrator privileges​

  1. Right-click KollusAgent.exe.
  2. Check [Properties] > [Compatibility] tab > [Run this program as an administrator].
  3. Reboot your device.