"Are you sure you want to cancel ... installation?" dialog when trying to upgrade

[pkimike]

We have a customer who is unable to complete an upgrade to the latest version of our package. When they launch the installer, they are able to get past the Welcome and EULA screens, but then, they receive the following dialog:



If they click No they are sent back to the welcome screen and eventually get the dialog again.
If they click Yes the installer closes.

We captured the attached Windows installer log. The only part that sticks out to me is:

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MSI (c) (F4:F8) [17:31:35:673]: Note: 1: 2262 2: AI_AppSearchEx 3: -2147287038 
MSI (c) (F4:F8) [17:31:35:673]: Note: 1: 2205 2:  3: AI_TempFile 
MSI (c) (F4:F8) [17:31:35:673]: Note: 1: 2228 2:  3: AI_TempFile 4: SELECT `Property` FROM `AI_TempFile` 
MSI (c) (F4:F8) [17:31:35:673]: Note: 1: 2262 2: AI_PreRequisite 3: -2147287038 
MSI (c) (F4:F8) [17:31:35:673]: Note: 1: 2205 2:  3: AI_XmlLocator 
MSI (c) (F4:F8) [17:31:35:673]: Note: 1: 2228 2:  3: AI_XmlLocator 4: SELECT `Property` FROM `AI_XmlLocator` 
MSI (c) (F4:F8) [17:31:42:057]: Doing action: UserExit

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-2147287038 

means "file not found". I'm not sure what file is not being found, though.

Can I get some assistance?

[Catalin]

Hello,

Could you please have a look over the following FAQ and let me know if that helps?

Why the "Are you sure you want to cancel installation" message is thrown after clicking the [ Install ] button?

This would be the most common trigger for this error.

Best regards,
Catalin

[pkimike]

Thanks for the reply! I am doubtful that this would be the case because this installer has working on many other customer's servers. In fact it is only failing on a single one of the customer's servers.

[Catalin]

Hello,

Thank you for your followup on this!

Is there perhaps an AV product on the customer machine that might be blocking this?

Also, if you try to install this silently, does it work? A silent installation is performed from command prompt, using either:

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msiexec /i <path_to_msi> /qn

if the setup is MSI, or:

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setup.exe /exenoui /qn

if the setup is an EXE.

Best regards,
Catalin