JoeSire Posted March 28, 2021 Share Posted March 28, 2021 So I really want to get into graphics design, And I really wanna purchase affinity. Decided to download and install the Trial only to be stopped by an error "fail to start setup. please contact technical support". I've been digging through all these different threads with fixes but nothing seems to work. 1. Updated all drivers, windows and graphics drivers. 2. Tried changing the color profiles. 3. Restarted several times. 4. Tried installing older versions 5. Virus and malware scans My brother tried downloading the software a few days before me and it worked without issue. For some reason I don't have the SetupUI.log files. they just don't generate. Im hoping someone could help me asap. below is the only file in the file location. Really looking forward to using this program. Setup.log Quote Link to comment Share on other sites More sharing options...
firstdefence Posted March 28, 2021 Share Posted March 28, 2021 Try clearing temp files. Could also be a bad download so either get your brother to bring over the installer he used or try downloading again. Ps always helps to mention the Operating System and the app. Quote iMac 27" 2019 Somona 14.3.1, iMac 27" Affinity Designer, Photo & Publisher V1 & V2, Adobe, Inkscape, Vectorstyler, Blender, C4D, Sketchup + more... XP-Pen Artist-22E, - iPad Pro 12.9 (Please refrain from licking the screen while using this forum) Affinity Help - Affinity Desktop Tutorials - Feedback - FAQ - most asked questions Link to comment Share on other sites More sharing options...
JoeSire Posted March 28, 2021 Author Share Posted March 28, 2021 5 minutes ago, firstdefence said: Try clearing temp files. Could also be a bad download so either get your brother to bring over the installer he used or try downloading again. Ps always helps to mention the Operating System and the app. Hey, thanks for the reply. I've tried redownloading several times, I will try my brothers download and see if that makes a difference tho. As for the temp files, do you mean like just clearing ALL the temp files in that location or in the "C:\windows\temp"? Quote Link to comment Share on other sites More sharing options...
firstdefence Posted March 28, 2021 Share Posted March 28, 2021 5 minutes ago, JoeSire said: do you mean like just clearing ALL the temp files in that location or in the "C:\windows\temp"? Both You might also want to compare your brothers system and Operating System version with yours, apps such as Speccy might help here. Quote iMac 27" 2019 Somona 14.3.1, iMac 27" Affinity Designer, Photo & Publisher V1 & V2, Adobe, Inkscape, Vectorstyler, Blender, C4D, Sketchup + more... XP-Pen Artist-22E, - iPad Pro 12.9 (Please refrain from licking the screen while using this forum) Affinity Help - Affinity Desktop Tutorials - Feedback - FAQ - most asked questions Link to comment Share on other sites More sharing options...
JoeSire Posted March 28, 2021 Author Share Posted March 28, 2021 Just now, firstdefence said: Both okay thanks, I will give that a try. Quote Link to comment Share on other sites More sharing options...
JoeSire Posted March 29, 2021 Author Share Posted March 29, 2021 (edited) 17 hours ago, firstdefence said: Both You might also want to compare your brothers system and Operating System version with yours, apps such as Speccy might help here. Okay so i've done both of these ( cleared temp files, and used the installer from my bro's PC), and I built both PCs from scratch and they are almost identical. only difference is My PC has a GTX 1070 and the other has a GTX 750 ti. So yea, im at a loss again as to what could be causing this issue. Might need to do a OS reinstall or something, sigh. Edited March 29, 2021 by JoeSire clarification on "both" Quote Link to comment Share on other sites More sharing options...
firstdefence Posted March 29, 2021 Share Posted March 29, 2021 Just did a forum search with GTX 1070 and got this: https://forum.affinity.serif.com/index.php?/search/&q=GTX 1070 Quote iMac 27" 2019 Somona 14.3.1, iMac 27" Affinity Designer, Photo & Publisher V1 & V2, Adobe, Inkscape, Vectorstyler, Blender, C4D, Sketchup + more... XP-Pen Artist-22E, - iPad Pro 12.9 (Please refrain from licking the screen while using this forum) Affinity Help - Affinity Desktop Tutorials - Feedback - FAQ - most asked questions Link to comment Share on other sites More sharing options...
JoeSire Posted March 30, 2021 Author Share Posted March 30, 2021 On 3/29/2021 at 1:52 AM, firstdefence said: Just did a forum search with GTX 1070 and got this: https://forum.affinity.serif.com/index.php?/search/&q=GTX 1070 All these issues happen after the install. I am not even reaching that far. some of the fixes i've read through her require you to make changes in the program settings, which I have no access too. Quote Link to comment Share on other sites More sharing options...
firstdefence Posted March 30, 2021 Share Posted March 30, 2021 Makes me wonder if there isn't a file that is required for install to function, maybe a mod could ask the devs @MEB @Dan C Probably a long shot but do you both have the same antivirus and have you tried installing with it disabled or at least adding the installer to an exclusion list. I've known AV to interfere with app installs. Quote iMac 27" 2019 Somona 14.3.1, iMac 27" Affinity Designer, Photo & Publisher V1 & V2, Adobe, Inkscape, Vectorstyler, Blender, C4D, Sketchup + more... XP-Pen Artist-22E, - iPad Pro 12.9 (Please refrain from licking the screen while using this forum) Affinity Help - Affinity Desktop Tutorials - Feedback - FAQ - most asked questions Link to comment Share on other sites More sharing options...
Staff Dan C Posted March 31, 2021 Staff Share Posted March 31, 2021 Hi @JoeSire, Sorry to hear you're having trouble installing the Affinity app! I don't believe this is necessarily GPU related, although I will ask our developers to double check this - unfortunately the only time I have seen the SetupUI.log file failed to be created is due to permissions. Firstly, can you please try right-clicking on the downloaded .EXE and select Run as Administrator. Does this allow the install process to succeed? Secondly, it may be an issue with your Windows user account, or a third party application (such as AV antivirus mentioned above) could be affecting the installation. Could you please try creating a new user account on your computer, and seeing if the Affinity application can be successfully installed there? Please do let me know how you get on here Edit - Apologies JoeSire I have just recalled I have already asked you to try step 1 in a separate thread. Please do let me know if a new user account allows the installation to succeed! Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
JoeSire Posted April 1, 2021 Author Share Posted April 1, 2021 14 hours ago, Dan C said: Hi @JoeSire, Sorry to hear you're having trouble installing the Affinity app! I don't believe this is necessarily GPU related, although I will ask our developers to double check this - unfortunately the only time I have seen the SetupUI.log file failed to be created is due to permissions. Firstly, can you please try right-clicking on the downloaded .EXE and select Run as Administrator. Does this allow the install process to succeed? Secondly, it may be an issue with your Windows user account, or a third party application (such as AV antivirus mentioned above) could be affecting the installation. Could you please try creating a new user account on your computer, and seeing if the Affinity application can be successfully installed there? Please do let me know how you get on here Edit - Apologies JoeSire I have just recalled I have already asked you to try step 1 in a separate thread. Please do let me know if a new user account allows the installation to succeed! You absolute unit if a human! It was the permissions. I am the only person who uses my PC there for it only has 1 account and it is an administrator, so I never thought that it would be permissions. Turns out my Temp file for some dumb reason didn't have my account set as the administrator... No idea what that was about, kinda sketchy if you ask me lol. But the install is going through as I type this! For future reference: I went to >"C:\Users\"Username"\AppData\Local" > Right clicked on the temp folder, > Click Properties, > Go to security tab, > Click Edit, click Add, Advanced..., > Find now, Search for your account name. > Click okay *******Problem solved. ********* Dan C 1 Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted April 1, 2021 Staff Share Posted April 1, 2021 Thanks for letting me know and I'm certainly glad to hear you're now able to install the Affinity app. Many thanks for the further information provided also - I will certainly bare this is mind should I see a similar issue with other customers Should you have any further questions, please don't hesitate to ask! JoeSire 1 Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
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