Error during install (0xC0000005 EXCEPTION_UNHANDLED)

[rvellame]

Hi there,

We have a customer who is facing problems during install. When the install progress reaches 100%, the error message (attached) is displayed.

The setup was build with Professional license/type.

Here is the client's pc scenario:

Windows: XP + SP3
IE version: 7
Hardware: Intel core2duo (t7300) + 2GB RAM 80GB HD (35% available).

Could you give us any hint?

Thank you in advance.

Raul Vellame

[mihai.petcu]

Hi Raul,

The error seems to occur during the temporary files removal operation. Since it's scheduled for the end of the installation and I noticed no triggered rollback in the log, the application should be installed as expected on that machine.

Is this error reproducible every time on that machine?
Does the behavior persist on other clean machines? On other machines with same OS perhaps?

All the best,
Mihai

[rvellame]

Hi Mihai,

Indeed, the application was installed correctly in the computer. After a pc reboot, the error didnt occour anymore, and was only in 1 specific user machine.

Could you teach me how to check, in the log, if the application was installed correctly so our support team can deal with this issue by ourselfs?

Thanks for the attention.

Raul Vellame

[mihai.petcu]

Hello Raul,

Usually, a successful installation is evident at the end of the log file( before "Verbose logging stopped" ). Any other output indicates something went wrong. Just like in your own where the log ended abruptly. Another failure indicator is any action's Return value 3.
For more related information, here's an article with the basics on verbose log interpretation.

All the best,
Mihai

[rvellame]

Thank you, Mihai!

All the best,

Raul Vellame.

[mihai.petcu]

You're welcome Raul, glad to assist

[djadeja]

Hi,

Our Quality Assurance team is facing problems during installation of our product. And It happens two time on different machines.

Please, see the attached images. Which gives the clue of it happens.

The setup was build with Enterprise license/type.

Here is the client's pc scenario:
Windows: Windows 7
IE version: 8
Hardware: Intel core2duo + 2GB RAM 250GB HD (both more than 30% available).

Can you please give solution for this issue.

Thank you in advance.
Divyarajsinh Jadeja

[Daniel]

Hello Jadeja,

Can you give us a step by step test case scenario so we can try to reproduce the behavior regarding this errors? If not, can you attach the stack trace files of the two errors so we can investigate it?

All the best,
Daniel

[djadeja]

Hi Daniel,

Steps are.
1. For one instance,
start installer.exe. And it happened.
2. For second instance,
start installer.exe. And it happened.
Click next->next upto install button.
Press install button and it happened.

And it is intermittent.

Following is the stack trace.
[EXCEPTION_UNHANDLED] (0xc0000005) at address [0x984f840f]

Stack Trace (x86) ***

[0x984f840f] -----
[0x71f87abc] MsiSetOfflineContextW()
[0x71e4a3ec] MsiGetProductCodeW()
[0x71ea5b82] MsiGetPropertyW()
[0x003d3e2d] -----
[0x003e81d6] -----
[0x003e0d26] -----
[0x003de5fb] -----
[0x003de4bc] -----
[0x003de22a] -----
[0x71df2f51] DllGetClassObject()
[0x71ef2296] MsiSetOfflineContextW()
[0x75d63677] BaseThreadInitThunk()
[0x77089f02] RtlInitializeExceptionChain()
[0x77089ed5] RtlInitializeExceptionChain()

which I could get by copying from error box.

Thanks in advance.

Thanks,
Divyarajsinh Jadeja

[Daniel]

Hello Jadeja,

I'm afraid that in order to investigate the above stack trace, we also need the .AIP(project file) and/or the setup file which generate this behavior. So, can you please send us the related .AIP(project file) and/or the setup file to support at advancedinstaller dot com so we can investigate them? Also, can you specify which version of Advanced Installer have you used to create the project?

All the best,
Daniel

[djadeja]

Hi,

I will have to get required permissions before sharing the information what has been asked.
But mean while,
The error has been detected again, in a machine where Advanced Installer is installed. It has given following logs. In case, it gives you some clue.

[SEH_AV_DEP_BADPTR] ACCESS_VIOLATION (0xc0000005) at address [0xfffffffe]

*** Stack Trace (x86) ***

[0xfffffffe] -----
[0x6b777abc] MsiSetOfflineContextW()
[0x6b63a3ec] MsiGetProductCodeW()
[0x6b695b82] MsiGetPropertyW()
[0x00ca3e2d] -----
[0x00cb81d6] -----
[0x00cba86e] -----
[0x00cb9e4e] -----
[0x00cb9df8] -----
[0x774d029b] LdrGetDllHandleEx()
[0x774ce282] RtlFreeAnsiString()
[0x774d0438] LdrGetProcedureAddressEx()
[0x774ce282] RtlFreeAnsiString()
[0x00c62e53] -----
[0x00c635cb] -----
[0x00c6dc42] -----
[0x774dc002] RtlInitializeExceptionChain()
[0x774dbfd5] RtlInitializeExceptionChain()

Thanks,
Divyarajsinh Jadeja

[Daniel]

Hello Jadeja,

Can you please tell us which version of Advanced Installer have you used to create the package which generates the above error?

All the best,
Daniel

[djadeja]

Hi Daniel,

We are using Advanced Installer 9.3 build 45535. And we have its enterprise license.

Thanks,
Divyarajsinh Jadeja

[Daniel]

Hello Jadeja,

We have investigate the above stack trace, but I'm afraid we could not determine what cause this behavior. In order to reproduce the behavior we need the .AIP(project file) and/or the corresponding MSI/EXE installer file. So, please send us the .AIP or the MSI/EXE installer package to support at advancedinstaller dot com so we can investigate them.

All the best,
Daniel