danielryan
Posts: 6
Joined: Wed Apr 05, 2017 10:13 pm

Failed to install. What went wrong?

Wed Apr 05, 2017 10:36 pm

A user on Windows 8.1 is having trouble installing our application. We haven't been able to repeat this on our computers. I have the logs from that user and have attached the logs in two parts. But I can't see exactly why it is failing to install. Looks like the 'return value' is 3.

MSI (s) (70:A8) [13:09:11:155]: No System Restore sequence number for this installation.
MSI (c) (44:88) [13:09:11:171]: Creating MSIHANDLE (1643) of type 790531 for thread 3720
MSI (c) (44:88) [13:09:11:171]: Closing MSIHANDLE (1643) of type 790531 for thread 3720
MSI (c) (44:88) [13:09:11:171]: Creating MSIHANDLE (1644) of type 790531 for thread 3720
MSI (c) (44:88) [13:09:11:171]: Closing MSIHANDLE (1644) of type 790531 for thread 3720
MSI (s) (70:A8) [13:09:11:171]: User policy value 'DisableRollback' is 0
MSI (s) (70:A8) [13:09:11:171]: Machine policy value 'DisableRollback' is 0
MSI (s) (70:A8) [13:09:11:171]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (70:A8) [13:09:11:171]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (70:A8) [13:09:11:171]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (70:A8) [13:09:11:171]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (70:A8) [13:09:11:171]: Destroying RemoteAPI object.
MSI (s) (70:BC) [13:09:11:171]: Custom Action Manager thread ending.
MSI (c) (44:40) [13:09:11:187]: Back from server. Return value: 1603
MSI (c) (44:40) [13:09:11:187]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (44:40) [13:09:11:187]: PROPERTY CHANGE: Deleting SECONDSEQUENCE property. Its current value is '1'.
Action ended 13:09:11: ExecuteAction. Return value 3.
Attachments
TCS9_SetupLog_trim_2.txt
(617.53 KiB) Downloaded 163 times
TCS9_SetupLog_trim.txt
(655.18 KiB) Downloaded 154 times

Daniel
Posts: 8187
Joined: Mon Apr 02, 2012 1:11 pm
Contact: Website

Re: Failed to install. What went wrong?

Thu Apr 06, 2017 1:27 pm

Hello and welcome to our forums,

It seems there is your "TCSRegistry.exe" custom actions which fails. You should check the following scenarios:

- check if the "TCSRegistry.exe" file triggered by custom action is working properly outside the installer

- if it's working as expected, the next cause of the error may be the exit code of the .exe file; Windows Installer interprets as errors all custom action exit codes different than 0. So, if your .exe file works properly but returning other exit code than 0, then a workaround will be to uncheck the "Fail installation if custom action returns an error" option for your custom action.

Let us know if this worked.

All the best,
Daniel
Daniel Radu - Advanced Installer Team
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danielryan
Posts: 6
Joined: Wed Apr 05, 2017 10:13 pm

Re: Failed to install. What went wrong?

Fri Apr 07, 2017 3:09 am

Thanks Daniel.

Yes that was partly the problem. Removing this custom action will allow it to install. But doesn't exactly solve the problem.

The reason why the custom action is failing is because "api-ms-win-crt-heap-l1-1-0.dll" is missing. To fix this we had to reinstall "Visual C++ Redistributable for Visual Studio 2015".
Maybe the Advance Installer is installing a broken build of "Visual C++ Redistributable for Visual Studio 2015"? Still debugging...

Daniel
Posts: 8187
Joined: Mon Apr 02, 2012 1:11 pm
Contact: Website

Re: Failed to install. What went wrong?

Tue Apr 11, 2017 10:24 am

You're welcome.

We've tested our predefined prerequisite on several machines and it gets installed correctly. Have you used our "Visual C++ Redistributable for Visual Studio 2015" predefined prerequisite? Can you replicate the prerequisite corrupted installation on multiple machines? If so, it will be useful if you could offer us more details about how can we replicate the issue.

All the best,
Daniel
Daniel Radu - Advanced Installer Team
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danielryan
Posts: 6
Joined: Wed Apr 05, 2017 10:13 pm

Re: Failed to install. What went wrong?

Wed Apr 19, 2017 1:05 am

Have you used our "Visual C++ Redistributable for Visual Studio 2015" predefined prerequisite?
Yes.
Can you replicate the prerequisite corrupted installation on multiple machines?
We can't replicate the issue in-house, but we have a user that has this problem on multiple machines.
If so, it will be useful if you could offer us more details about how can we replicate the issue.
With all our research and testing, we can't work it out. It seems to happen only on Windows 8.1.

The problem might be that KB2999226 [https://support.microsoft.com/en-us/kb/2999226] (Universal CRT) which is part of the Visual C++ Redistributable for Visual Studio 2015 failed to install. In some cases manually uninstalling "Visual C++ Redistributable for Visual Studio" and reinstalling does not solve the issue.

An example from another application with this issue:
https://www.smartftp.com/support/kb/the ... f2702.html

Could Advanced Installer pick up if an older version of "Visual C++ Redistributable for Visual Studio 2015" was used then install the updated version? That may help some of the users.

Daniel
Posts: 8187
Joined: Mon Apr 02, 2012 1:11 pm
Contact: Website

Re: Failed to install. What went wrong?

Mon Apr 24, 2017 11:56 am

Hello,

I'm afraid we don't have support to repair broken/incomplete installation of the "Visual C++ Redistributable for Visual Studio 2015".

Also, I'm not aware of any manual workaround you can use to get the "api-ms-win-crt-heap-l1-1-0.dll" file deployed on your customer machines. Maybe there are missing Windows updates you can try to install them as explained in the "The program cant' start becuase api-ms-win-crt-heap-l1-1-0.dll is missing from your computer" Microsoft thread.

All the best,
Daniel
Daniel Radu - Advanced Installer Team
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danielryan
Posts: 6
Joined: Wed Apr 05, 2017 10:13 pm

Re: Failed to install. What went wrong?

Tue Apr 25, 2017 11:44 pm

Our current solution to this problem is allowing the install even if the custom action fails.
We have written up a support page on solutions around fixing the missing dll. We will see how this goes.
https://support.crichq.com/hc/en-us/com ... dating-TCS

Daniel
Posts: 8187
Joined: Mon Apr 02, 2012 1:11 pm
Contact: Website

Re: Failed to install. What went wrong?

Wed Apr 26, 2017 10:38 am

Thank you for sharing your article with us. Hopefully your findings will be useful for future users facing the same error.

All the best,
Daniel
Daniel Radu - Advanced Installer Team
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