Ybuqc Posted November 1, 2019 Share Posted November 1, 2019 Hello,, Trying to install Affinity Photo 1.7.3, it ends by showing a message : "Failed to install" (Echec de l'installation). There is no more information, no logs, nothing :/ If I'm trying to uninstall, I got a message saying "missing xxxx.msi". If someone can please help, I would really appreciate. Current version : 1.6.5.135 OS : Windows 10 (16299.967) Thanks. Quote Link to comment Share on other sites More sharing options...
Dan C Posted November 1, 2019 Share Posted November 1, 2019 Hi Ybuqc, Welcome to the forums Sorry to hear you're having trouble, in order to investigate this further I'm going to require a copy of the installer log file. Please open Windows Run (Windows Key + R) then paste the following string and press OK: %temp%\AffinitySetup In the window that opens, please select the most recently created folder, then attach SetupUI.log to your reply here. Many thanks in advance! Quote Link to comment Share on other sites More sharing options...
Ybuqc Posted November 1, 2019 Author Share Posted November 1, 2019 Hi, Thanks a lot for your fast answer. The requested file is attached... SetupUI.log Quote Link to comment Share on other sites More sharing options...
Dan C Posted November 4, 2019 Share Posted November 4, 2019 Many thanks for your file provided, this shows me that the Affinity Updater cannot remove the previous version of Affinity from your PC correctly. In order to resolve this we'll need to manually uninstall the current version and then install the latest update. Please download and run the following tool to remove Affinity Photo from your computer -https://support.microsoft.com/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed If the Affinity Photo app doesn't show in the list, select the relevant option at the top then paste the following string: {79AC0024-AED9-464B-9655-26316A44E6A6} This should uninstall any remains of the app, now please navigate to the following link and download the latest version of the .exe again.https://store.serif.com/update/windows/photo/1/ Once downloaded please right-click on the exe and select Run as Administrator. This should install the app for you! I hope this helps. Quote Link to comment Share on other sites More sharing options...
Ybuqc Posted November 4, 2019 Author Share Posted November 4, 2019 Hello, Steps for the removal: tool is downloaded and executed Affinity Photo is not listed, so I select the first item at the top Entering the product code from the log file ... tool is processing Message saying removal has been successful. Installing Affinity: Downloading the latest version using the provided link. Installing ... Message "Failed to install" The process seems to be fine, but I still have the same error when trying to install the latest version. I checked the log file and it still the same last lines: +MsiEnumRelatedProducts: SUCCESS + IsAnyVersionInstalled: True + Current product code: {79AC0024-AED9-464B-9655-26316A44E6A6} +ProductCode: {6EE06075-1F8E-4737-B744-B2BB8E2BFE28} +ProductVersion: 1.7.3 Even if I try more than once to remove the currently installed version using the product code, it doesn't change anything. I attached the log file, just in case... SetupUI.log Quote Link to comment Share on other sites More sharing options...
walt.farrell Posted November 4, 2019 Share Posted November 4, 2019 31 minutes ago, Ybuqc said: The process seems to be fine, but I still have the same error when trying to install the latest version. The error message in your SetupUI.log file is: Quote +Error: Espace insuffisant sur le disque. You have run out of room on the disk you're trying to install the program on. Quote -- Walt Designer, Photo, and Publisher V1 and V2 at latest retail and beta releases PC: Desktop: Windows 11 Pro 23H2, 64GB memory, AMD Ryzen 9 5900 12-Core @ 3.00 GHz, NVIDIA GeForce RTX 3090 Laptop: Windows 11 Pro 23H2, 32GB memory, Intel Core i7-10750H @ 2.60GHz, Intel UHD Graphics Comet Lake GT2 and NVIDIA GeForce RTX 3070 Laptop GPU. Laptop 2: Windows 11 Pro 24H2, 16GB memory, Snapdragon(R) X Elite - X1E80100 - Qualcomm(R) Oryon(TM) 12 Core CPU 4.01 GHz, Qualcomm(R) Adreno(TM) X1-85 GPU iPad: iPad Pro M1, 12.9": iPadOS 18.1, Apple Pencil 2, Magic Keyboard Mac: 2023 M2 MacBook Air 15", 16GB memory, macOS Sequoia 15.0.1 Link to comment Share on other sites More sharing options...
Ybuqc Posted November 5, 2019 Author Share Posted November 5, 2019 22 hours ago, walt.farrell said: The error message in your SetupUI.log file is: You have run out of room on the disk you're trying to install the program on. Oups, my bad. I was so focused on the uninstall that I didn't pay attention to this message. Thanks a lot for pointing this out. To Affinity Team: you should really have more explicit message when there is an error. It would save a lot of trouble to both the support and the customer. Anyhow, the good news is that Affinity Photo is now back on my computer. And the bad news... It doesn't start When I double-click on the desktop's icon, I can see shortly the process in the process manager, and then, it's gone. No window, no message. Is there a log file or anything to help through this ? Quote Link to comment Share on other sites More sharing options...
Dan C Posted November 6, 2019 Share Posted November 6, 2019 Thanks for letting me know you've been able to install the update! I'm sorry to hear this, this usually means your .NET version is potentially out of date, could you please download and run the following tool - http://www.asoft.be/prod_netver.html - then provide a screenshot of the result? This should look akin to the following: Thanks in advance! Quote Link to comment Share on other sites More sharing options...
Ybuqc Posted November 6, 2019 Author Share Posted November 6, 2019 Here is the screenshot requested : I updated to .NET 4.8 as you suggested the error may come from here. The version is now 4.8, see second screenshot. I tried to start Affinity, with no more luck. I can still see quickly the process Affinity in the process manager but it ends and I've got no more information. I even tried to start Affinity with Admin right (well who knows!), but it didn't change anything. I really don't understand and it's quite frustrating without any message, not to know what is going on... Quote Link to comment Share on other sites More sharing options...
Dan C Posted November 7, 2019 Share Posted November 7, 2019 Many thanks for your screenshots and for installing version 4.8 - I'm sorry to hear this hasn't resolved the issue. Please check out our list of issues caused by Third Party apps: Issues Caused By Third Party Software The most common issues from the list are caused by the following apps: RivaTuner: Affinity crashes on startup Duet Display: The user interface is not shown, other than a portion of the welcome window, and the document FastPictureViewer Coded Pack: Affinity crashes on startup D3DGear: Crash when creating or opening a document Do you have any of these apps installed? Unfortunately without the app being able to initiate, a crash log cannot be generated, however your Event Viewer log is likely to have useful information for me. Please follow the instructions found here to save your Event Viewer log, then attach this to your reply - https://social.technet.microsoft.com/wiki/contents/articles/52088.windows-10-how-to-save-a-copy-of-the-event-viewer-application-and-system-logs.aspx Many thanks in advance! Quote Link to comment Share on other sites More sharing options...
Ybuqc Posted November 8, 2019 Author Share Posted November 8, 2019 I really don't want to spend anymore time trying to fix this. Fortunately, I had to perform a clean install of my Windows, so for now, problem is fixed as Affinty is installed and run nicely on my computer. I'm very happy with Affinity, not so much about the installation/running error management. Special thanks to Dan C, for all the support you provided to me. You can close the topic. Dan C 1 Quote Link to comment Share on other sites More sharing options...
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