Zsolt Kollarits
Posts: 267
Joined: Fri May 29, 2015 10:36 am

Customer is not able to add a component for his installation

Mon Dec 06, 2021 2:37 pm

Dear Advanced Installer Support Team,

Let me forward an installation log to you, that a customer got after an installation-rollback. He did the following steps:
1. Installer our product
2. Wanted to add our web component for his installation, so he opened Control Panel -> Programs and Features -> right click on our product -> Modify -> selected our web component
3. The installation couldn´t be completed, so a rollback occurred. Fortunately he saved the logfile, I´m forwarding it to you.

Do you have any idea what is the problem?

Note: He is already the 3rd customer of ours who reported the same problem, so we started to handle these request with high priority. Recently we upgraded AI version few times, we are not sure whether an AI version is causing our problem. AI 17.9 was used for the problematic version of our product.

Best regards,
Zsolt
Attachments
installation modification error.zip
(373.41KiB)Downloaded 33 times

Catalin
Posts: 4612
Joined: Wed Jun 13, 2018 7:49 am

Re: Customer is not able to add a component for his installation

Wed Dec 08, 2021 4:31 pm

Hello Zsolt,

Thank you for providing the log file.

Unfortunately, it does not really give much information on why the setup fails.

From what I can see, there is an action failing:
CustomAction SetWebAccessAuth returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
However, this action might have the "Continue with the installation even if the custom action fails" option, because it does not seem to be the reason of failure.

Are you able to reproduce this issue on your machines as well, or is it reproducible only on your client's machines?

Best regards,
Catalin
Catalin Gheorghe - Advanced Installer Team
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Zsolt Kollarits
Posts: 267
Joined: Fri May 29, 2015 10:36 am

Re: Customer is not able to add a component for his installation

Fri Dec 10, 2021 11:52 am

Dear Catalin,

Thanks for drawing our attention to that custom action, we managed to fix the issue on our side. :)

Best regards,
Zsolt

Catalin
Posts: 4612
Joined: Wed Jun 13, 2018 7:49 am

Re: Customer is not able to add a component for his installation

Fri Dec 10, 2021 11:58 am

You are always welcome, Zsolt!

Glad I could assist and that everything works as expected now.

Best regards,
Catalin
Catalin Gheorghe - Advanced Installer Team
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