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Patrick Connor

Windows Installation Issues FAQ

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This thread is locked, if you have any installation queries please make a new thread in the Questions forum

 

During the installation of the Affinity range on Windows, the following issues can be flagged. Please see below the descriptions and possible mitigations available.

  • Unable to upgrade applications - "There is a problem with this Windows Installer Package."

This is a known issue with MSI based installers on Windows. Microsoft have a tool to repair corrupted install databases

- Please see https://support.microsoft.com/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed

  • How do I know if my PC is running a 64-bit or 32-bit Operating system

Affinity on Windows requires a 64-bit Operating System. Some PCs and laptops run 32-bit OS.

- Please see https://support.microsoft.com/help/13443 Which Windows operating system am I running?

  • Windows 7 Service Pack 1 or higher not found

Affinity requires Windows 7 Service pack 1 - this can be installed through Windows Update.

  • DirectX 11 not found

Affinity uses DirectX 11 acceleration to achieve smooth panning and zooming of the design canvas.

- Please see https://support.microsoft.com/kb/179113 for how to install DirectX 11.

  • Platform Update for Windows 7 not found

Affinity requires the platform update for Windows 7.

- Please see www.microsoft.com/download/details.aspx?id=36805

 

  • 64-bit CPU not found

Your PC only has a 32-bit CPU. Unfortunately Affinity will not run on your PC unless it has a 64-bit CPU.

  • 64-bit Windows not found (but CPU is 64-bit)

Your PC has a 64-bit CPU but you are currently running a 32-bit version of Windows.

- Please install a 64-bit version of Windows.

  • Aero requirement to run the Software

We require Desktop Windows Management Composition, rather than native Graphics drivers. This is natively on for Windows 8 and 10, but on Windows 7 this is most easily achieved by turning Aero ON. If you are not willing to turn the Aero theme on there is a work around described in this post, but any issues when running the software won't be logged unless they've been verified as still occurring with DWM Composition enabled.

A more general FAQ regarding the Affinity range including Affinity Designer can be found here in the Questions forum.

 

This thread is locked, if you have any installation queries please make a new thread in the Questions forum


Patrick Connor

Serif (Europe) Ltd.

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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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