Customer is not able to add a component for his installation

[Zsolt Kollarits]

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

[Catalin]

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

[Zsolt Kollarits]

Dear Catalin,

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

Best regards,
Zsolt

[Catalin]

You are always welcome, Zsolt!

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

Best regards,
Catalin