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Leigh

1.6.5 Installation Issues FAQ

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We’ve had a small number of reports from users who are having issues when trying to install 1.6.5 ( Affinity Store Version) from fresh or when updating from a previous version. Below are a few suggestions which have resolved the issue for other users: 

  1. Restart your machine and try the installation again
  2. Right click the .exe file and select ‘Run as Administrator’
  3. Make sure your machine isn't in the middle of installing updates - this can lock files needed to install our app/update
  4. Make sure your machine is fully updated by checking for any available updates - This has worked for a couple of users
  5. Uninstall any previous versions of the software first using Microsoft's Uninstall Troubleshooter app (some errors have been caused by the installer being unable to remove the previous version)
  6. Make sure the installer file is located on the same drive as Windows (normally C:) (this has worked for several users)
  7. Extract the MSI with /extract and then install the MSI (applicable if you've already got the prerequisites installed, worked for several users)
  8. Check for invalid fonts on your system (https://support.microsoft.com/en-gb/help/2978135/visual-studio-setup-crashes-with-an-exception-after-the-splash-screen)
  9. Try the steps outlined in this post: https://forum.affinity.serif.com/index.php?/topic/64784-165-fails-on-windows-10/&do=findComment&comment=342556

If you’ve tried the above and you’re still having issues, we suggest that you create a new thread and upload your log files to the following secure dropbox folder (only we will be able to see the contents, it's not public). This will allow us to look into this further for you.

https://www.dropbox.com/request/0M6Pei3iziG4FjYAdRa5 - Click here to upload your setup logs to Dropbox.

The 1.6.5.135 updates and above automatically create setup log files when installing. You can access the setup log files by navigating to %TEMP%\AffinitySetup\ from the Run Dialog. You will want the folder with the latest Created/Modified Date. In this folder you will have two .log files: Setup.log & SetupUI.log.

Hope that helps!

Leigh

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