Installer not working for 1 user

[gcamley]

We have an installer which just one customer is unable to run.
The user had an earlier version of the same product which was installed successfully. After removing the old version, the new version does not install.
On investigation, the old version seemed not to have uninstalled properly so the user ran the Microsoft Fix-It tool to clean up the installation.

Having done this the new version still won't install and I cannot determine anything meaningful related to the problem from the MSI log file which I have included below: -

=== Verbose logging started: 23/02/2021 12:40:42 Build type: SHIP UNICODE 5.00.9600.00 Calling process: C:\Windows\SysWOW64\msiexec.exe ===
MSI (c) (AC:90) [12:40:42:124]: Resetting cached policy values
MSI (c) (AC:90) [12:40:42:124]: Machine policy value 'Debug' is 0
MSI (c) (AC:90) [12:40:42:124]: ******* RunEngine:
******* Product: C:\Users\Administrator\AppData\Roaming\Sellerdeck\Feefo Export 1.0.2 1.0.2\install\Setup_FeefoExport_1.0.2.52622.msi
******* Action:
******* CommandLine: **********
MSI (c) (AC:90) [12:40:42:125]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (AC:90) [12:40:42:125]: Grabbed execution mutex.
MSI (c) (AC:90) [12:40:42:133]: Cloaking enabled.
MSI (c) (AC:90) [12:40:42:133]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (AC:90) [12:40:42:135]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (D8:58) [12:40:42:139]: Running installation inside multi-package transaction C:\Users\Administrator\AppData\Roaming\Sellerdeck\Feefo Export 1.0.2 1.0.2\install\Setup_FeefoExport_1.0.2.52622.msi
MSI (s) (D8:58) [12:40:42:139]: Grabbed execution mutex.
MSI (s) (D8:8C) [12:40:42:140]: MainEngineThread is returning 1603
MSI (s) (D8:58) [12:40:42:141]: User policy value 'DisableRollback' is 0
MSI (s) (D8:58) [12:40:42:141]: Machine policy value 'DisableRollback' is 0
MSI (s) (D8:58) [12:40:42:141]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (D8:58) [12:40:42:141]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (D8:58) [12:40:42:142]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (D8:58) [12:40:42:142]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (AC:90) [12:40:42:143]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (AC:90) [12:40:42:143]: MainEngineThread is returning 1603
=== Verbose logging stopped: 23/02/2021 12:40:42 ===

02 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:41:994]: Note: 1: 2902 2: 0
MSI (c) (54:CC) [12:40:42:173]: Doing action: FatalError
Action 12:40:42: FatalError.
Action start 12:40:42: FatalError.
Action ended 12:40:43: FatalError. Return value 1.
MSI (c) (54:CC) [12:40:43:787]: Doing action: AI_SHOW_LOG
Action 12:40:43: AI_SHOW_LOG.
Action start 12:40:43: AI_SHOW_LOG.
MSI (c) (54:54) [12:40:43:791]: Invoking remote custom action. DLL: C:\Users\ADMINI~1\AppData\Local\Temp\MSIA4D7.tmp, Entrypoint: LaunchLogFile
Action ended 12:40:43: AI_SHOW_LOG. Return value 1.
MSI (c) (54:CC) [12:40:43:917]: Doing action: FatalError
Action 12:40:43: FatalError.
Action start 12:40:43: FatalError.
Action ended 12:40:43: FatalError. Return value 2.
MSI (c) (54:CC) [12:40:43:918]: Note: 1: 2205 2: 3: Environment
MSI (c) (54:CC) [12:40:43:918]: Note: 1: 2228 2: 3: Environment 4: SELECT `Environment`,`Component_` FROM `Environment`
MSI (c) (54:C4) [12:40:43:929]: Destroying RemoteAPI object.
MSI (c) (54:7C) [12:40:43:929]: Custom Action Manager thread ending.
=== Verbose logging stopped: 23/02/2021 12:40:43 ===

[Catalin]

Hello,

Unfortunately, the provided part of the log does not quite give enough information.

If possible, could you please forward me the entire log by e-mail at support at advancedinstaller dot com so I can further investigate it and see if I can find anything?

Best regards,
Catalin