Pieter001 Posted June 5, 2019 Share Posted June 5, 2019 Update was suggested when Affiniy Photo was opening. Setup failed. Did send in the log files. Kindly awaiting your response Pieter Quote Link to comment Share on other sites More sharing options...
Staff Callum Posted June 5, 2019 Staff Share Posted June 5, 2019 Hi Pieter001, Welcome to the forums Please could you call up the run box by holding down the Windows key and tapping the letter R and then enter the following %temp%\AffinitySetup into the run box and click ok. This should open a folder, with some other folders in. Open the latest folder and there should be 2 log files, Setup.log and SetupUI.log. Please could you attach the two files to this thread? Thanks Callum Quote Please tag me using @ in your reply so I can be sure to respond ASAP. Link to comment Share on other sites More sharing options...
Pieter001 Posted June 5, 2019 Author Share Posted June 5, 2019 Sure, herewith! Setup.log SetupUI.log Quote Link to comment Share on other sites More sharing options...
Staff Callum Posted June 5, 2019 Staff Share Posted June 5, 2019 Hi Pieter001, If you haven't already could you please try right clicking the update .EXE file and choose Run As Admin? If you have already tried this please could you try uninstalling the app and reinstalling the latest version. Thanks C Quote Please tag me using @ in your reply so I can be sure to respond ASAP. Link to comment Share on other sites More sharing options...
Pieter001 Posted June 5, 2019 Author Share Posted June 5, 2019 Hi Callum, tried both. Did not work. Any other ideas? Pieter Quote Link to comment Share on other sites More sharing options...
Staff Callum Posted June 5, 2019 Staff Share Posted June 5, 2019 Hi Pieter001, Please could you download the Microsoft Installer Clean Up Utility from the below link: https://support.microsoft.com/en-gb/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed Could you please follow the wizard through and when it asks you to choose your app from the list select program not listed and enter the below code. {5D99E005-7C33-4546-9677-BA877E1B00D7} Once this has finished please try installing the update. I have created a short video showing this process as I know it is confusing please excuse my messy desktop! Thanks Callum installer_clean_up_wizard.mov Quote Please tag me using @ in your reply so I can be sure to respond ASAP. Link to comment Share on other sites More sharing options...
Pieter001 Posted June 5, 2019 Author Share Posted June 5, 2019 Hi Callum, Followed the wizzard and cleaned up. Installing the update still won't work. Alas. It keeps saying: update failed. Do I have the right file ? Quote Link to comment Share on other sites More sharing options...
Staff Callum Posted June 5, 2019 Staff Share Posted June 5, 2019 Hi Pieter001, That appears to be the version you already have installed, please could you try downloading the new update directly from our website? Quote Please tag me using @ in your reply so I can be sure to respond ASAP. Link to comment Share on other sites More sharing options...
Pieter001 Posted June 5, 2019 Author Share Posted June 5, 2019 tried it with this file, no luck either Quote Link to comment Share on other sites More sharing options...
Staff Callum Posted June 5, 2019 Staff Share Posted June 5, 2019 If possible could you provide a screen recording of you trying the installer clean up utility and then trying to install the app? Quote Please tag me using @ in your reply so I can be sure to respond ASAP. Link to comment Share on other sites More sharing options...
Pieter001 Posted June 5, 2019 Author Share Posted June 5, 2019 Well, that's new to me.... I have to do some things first and try later on....... Quote Link to comment Share on other sites More sharing options...
Pieter001 Posted June 5, 2019 Author Share Posted June 5, 2019 Hi Callum. I recorded the problem solver tric..... I coundn't record my actions in the Explorer. But what I did was right click on the file in the download folder en execute as administrator..... Probleemoplosser voor programma installeren en verwijderen 2019-06-05 17-00-54.mp4 Quote Link to comment Share on other sites More sharing options...
Pieter001 Posted June 6, 2019 Author Share Posted June 6, 2019 Hi staff, Any update on this problem? Quote Link to comment Share on other sites More sharing options...
JohnBIpswich Posted June 6, 2019 Share Posted June 6, 2019 As reported in another thread a few minutes ago I have the same problem - no problem with Designer - I will wait with interest to see what happens as am reluctant to uninstall for now. Quote Link to comment Share on other sites More sharing options...
Staff Callum Posted June 6, 2019 Staff Share Posted June 6, 2019 42 minutes ago, Pieter001 said: Hi staff, Any update on this problem? Sorry we are based in the UK so I have only just gotten back into the office I will reply shortly. Quote Please tag me using @ in your reply so I can be sure to respond ASAP. Link to comment Share on other sites More sharing options...
Staff Callum Posted June 6, 2019 Staff Share Posted June 6, 2019 Please could you try installing the app again and then send me the latest two log files that are created? Quote Please tag me using @ in your reply so I can be sure to respond ASAP. Link to comment Share on other sites More sharing options...
Pieter001 Posted June 6, 2019 Author Share Posted June 6, 2019 Herewith the latest two log files Setup.log SetupUI.log Quote Link to comment Share on other sites More sharing options...
Pieter001 Posted June 7, 2019 Author Share Posted June 7, 2019 Hi Callum, any update on my problem, yet? See my log-files send yesterday. I would like to work with the program this weekend.... Kind regards, Pieter Quote Link to comment Share on other sites More sharing options...
Staff Leigh Posted June 8, 2019 Staff Share Posted June 8, 2019 Can you running this tool from Microsoft: https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed After running this tool try running the update again. If that doesn't work, can you try installing 1.6.5 again from here to see if that works? https://store.serif.com/en-gb/update/windows/photo/1/ Quote Link to comment Share on other sites More sharing options...
Pieter001 Posted June 8, 2019 Author Share Posted June 8, 2019 Again, both did not work. Did try to install following procedure (run as administator etc.) I reallly hope you find a solution as I can't finish my work now. Kind regards, Pieter Quote Link to comment Share on other sites More sharing options...
Staff Leigh Posted June 10, 2019 Staff Share Posted June 10, 2019 Can you try running the tool from Microsoft again but this time enter: {7392FB3E-25B1-4337-90F1-8F481E6631A1} and try the update again - this will remove any traces of 1.6.5. If that fails, we had a user who entered {A1BDC1C9-F2B1-40CB-9326-415C56A60B81}, which is related to 1.7, and it allowed them to reinstall 1.7 without any issues. Let me know how you get on. Quote Link to comment Share on other sites More sharing options...
Pieter001 Posted June 10, 2019 Author Share Posted June 10, 2019 Glad that your still helping me. Alas, both did not work for me. Can't find any Affinity (faulty) registry input either. Kind regards, Pieter Quote Link to comment Share on other sites More sharing options...
Staff Leigh Posted June 11, 2019 Staff Share Posted June 11, 2019 Thanks for getting back to us. Have you tried simply restarting your machine and trying again? It's worked for some users with the same issue. If you're confident enough, open Regedit and see if you have any of the below keys - making sure you don't modify/delete anything for now: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{A1BDC1C9-F2B1-40CB-9326-415C56A60B81} HKEY_CLASSES_ROOT\Installer\Products\1102C17ABA0E3E3418D01449E9260218 HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\1102C17ABA0E3E3418D01449E9260218 HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\1102C17ABA0E3E3418D01449E9260218 Quote Link to comment Share on other sites More sharing options...
Pieter001 Posted June 12, 2019 Author Share Posted June 12, 2019 Hi Leigh. Restarting did not work (tried both 1.6 and 1.7) I searched the registry and couldn't find any of the register input as mentioned in your post. Quote Link to comment Share on other sites More sharing options...
Staff Leigh Posted June 13, 2019 Staff Share Posted June 13, 2019 Thanks for replying. We're sorry it's taking so long to get this sorted If you go to the C:\Program Files\Affinity\ do you have a Photo folder? If you do, can you rename it to Photo.old and try the installer again? Quote Link to comment Share on other sites More sharing options...
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