Cannot Install Update for Customer

[BobTaylor]

I have done hundreds of installation packages for customers but I am having an issue with one.

The customer is running Win7x64 and has administrative permissions. Regardless how many times I rebuild the package he does not update the program he is running. The package is 32-bit.

I have tested it here with Win7x64, Win8, Win10 and they all successfully update the destination.

I created a small package with only the EXE, changed the background to ensure he is grabbing the correct installation package which goes to completion. But when he runs the EXE, it displays a missing DLL message forcing an abort. This indicates to me that it installed into an empty folder.

The packages do not allow him to change the install folder which is under program files (x86). Any data is under a CSIDL public documents sub-folder.

I tried to use this forum as a last resort, but I am very confused and we are both frustrated. Any hints on where to debug this?

Thanks for any suggestions.

Bob
Taysys Software

[linder]

Bob,

Ask him to send you the created uninstall .log (if you support this option) and you can see all installed files. If it works for all other customers then it's very well possible it's caused by a buggy anti-virus or anti-spyware definition file on his machine which removes your DLL. Also make sure that the application to be updated is not in-use before you replace the existing files. Otherwise, Windows needs a reboot to update previously locked files. Re-check if the installer detects the correct previous installation folder!

Hope this helps a bit.

BTW, and he can run the installer with the event logging mode switch. For example: setup.exe /E This will log more information in c:\sbevents.txt

Friedrich

[Unregistered]

The anti-virus totally slipped my mind, which could have been the issue all along. I'll get the uninstall log. The installation does check if the program is running and halts until they close it.

BTW, what is the variable that reports the date and/or time? I could not find it in the docs. I want to dump it into the registry so I can track installations.

Thanks.

Bob


Bob,

Ask him to send you the created uninstall .log (if you support this option) and you can see all installed files. If it works for all other customers then it's very well possible it's caused by a buggy anti-virus or anti-spyware definition file on his machine which removes your DLL. Also make sure that the application to be updated is not in-use before you replace the existing files. Otherwise, Windows needs a reboot to update previously locked files. Re-check if the installer detects the correct previous installation folder!

Hope this helps a bit.

BTW, and he can run the installer with the event logging mode switch. For example: setup.exe /E This will log more information in c:\sbevents.txt

Friedrich

[linder]

Hi Bob.

You can use the "Get System Info" (Current Date) and (Current Time) script function to get the current date and time in a variety of formats.

Please keep us posted.

Friedrich

[BobTaylor]

Friedrich,

I initially asked the user to disable his anti-virus and firewall (just to cover all bases) which seemed to have cured the problem. I also changed the requirement to install as administrator instead of AsInvoker. Don't know if the latter helped but it seems the he got the update installed.

Thanks for the assistance and for the date/time information.

Bob

[linder]

Hi Bob,

Perfect! :) Glad it's working fine now. Thanks for the update.

Friedrich