Can't install 1.7.0 & old version gets deleted

[DaveHoskins]

Hi I just tried to install version 1.7 and it goes through to install it and says 'Setup failed'. I did the screen shot with Designer 1.7 which works just fine.

I can't use 1.65 now because the setup deleted it completely. This happens when I run the installer of my purchased version as well as the update.

Please help!

Thanks,

Dave H

Not exactly a verbose error code is it? It gives your programmers absolutely nothing to work with...

[DaveHoskins]

I've deleted everything I can find in the registry about 'affinity' and 'photo' and it still thinks it needs an 'update' rather than a fresh install, how do I force a re-install?

Thanks.

[Mark Ingram]

Microsoft have a tool that often works for some of our customers (note, this is a problem with Windows, not with our installer, which is why Microsoft offer this tool):

https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed

[DaveHoskins]

Thanks for the reply, Affinity photo does not show up in that program, I suspect because I deleted all the Registry references to it so I could do a fresh install -  which didn't work as I explained.

How do I do a fresh install, please? What do I delete, so the computer thinks it's never seen it before?

Otherwise I've wasted my money on something that I can't use, which is a shame because I really like Aff. Photo.

My only choice would be go back to *gulp*.. Gimp! And don't want to do that.

[Ron P.]

Did you purchase it from Serif or MS store? I'm guessing from Serif. Do you still have the 1.6.5 exe file? (Ok I see where you say the setup for the update deleted it.) I keep copies of them stored somewhere else on my system. You might try logging into your Serif Affinity account and downloading that file again. IF there's a setup file for the 1.7 update, delete it before trying to install the 1.6.5 version.

Something else you might try before installing. Go to your Temp folder located under your Username, Appdata, Local Temp. Open that folder and delete everything inside it. I will do that periodically anyway. They're all just temp files and get rather large fast. Then reboot your system and try to install the 1.6.5 version.

[walt.farrell]

What version of Windows are you running. To show us, you might press and hold the Windows key, then press R. In the Run box that appears type winver and press OK or enter. Then give us a screenshot of the About Windows window that comes up.

You can also try:

1. Rebooting before running the install.
2. Right-clicking on the installer and choosing Run as Administrator.
3. Pressing and holding the Windows key, then pressing R, and entering %temp%\AffinitySetup into the Run box, and pressing enter.
   That will bring up a File Explorer window showing some folders. Find the newest one, and look at the Setup.log and SetupUI.log files in that folder. Look for errors (often accompanied by the word Error. Show us any error messages that you find. Or, if you want, the Serif staff will be able to provide an upload link so they can look at the files.

[Ron P.]

@walt.farrell,

I wonder if the OP has any of the files on his system, after going through his registry deleting everything to do with Affinity Photo.

[walt.farrell]

9 hours ago, Ron P. said:

@walt.farrell,

I wonder if the OP has any of the files on his system, after going through his registry deleting everything to do with Affinity Photo.

Good question. No idea as to an answer or what effect modifying the registry might have had.

[HVDB Photography]

20 hours ago, DaveHoskins said:

've deleted everything I can find in the registry

I hope you made a backup beforehand !

 

[DaveHoskins]

On 6/8/2019 at 3:02 AM, walt.farrell said:

What version of Windows are you running. To show us, you might press and hold the Windows key, then press R. In the Run box that appears type winver and press OK or enter. Then give us a screenshot of the About Windows window that comes up.

You can also try:

1. Rebooting before running the install.
2. Right-clicking on the installer and choosing Run as Administrator.
3. Pressing and holding the Windows key, then pressing R, and entering %temp%\AffinitySetup into the Run box, and pressing enter.
   That will bring up a File Explorer window showing some folders. Find the newest one, and look at the Setup.log and SetupUI.log files in that folder. Look for errors (often accompanied by the word Error. Show us any error messages that you find. Or, if you want, the Serif staff will be able to provide an upload link so they can look at the files.

Thanks for some help... I've tried rebooting and running as Admin. It's usually the first thing I try.

Also included setup logs from my last try today...

 

Setup.log

SetupUI.log

Edited June 9, 2019 by DaveHoskins
File included my person info and reg key!!

[DaveHoskins]

On 6/8/2019 at 2:50 AM, Ron P. said:

Did you purchase it from Serif or MS store? I'm guessing from Serif. Do you still have the 1.6.5 exe file? (Ok I see where you say the setup for the update deleted it.) I keep copies of them stored somewhere else on my system. You might try logging into your Serif Affinity account and downloading that file again. IF there's a setup file for the 1.7 update, delete it before trying to install the 1.6.5 version.

Something else you might try before installing. Go to your Temp folder located under your Username, Appdata, Local Temp. Open that folder and delete everything inside it. I will do that periodically anyway. They're all just temp files and get rather large fast. Then reboot your system and try to install the 1.6.5 version.

There is longer a 1.6.5 download available.

[DaveHoskins]

I've just found a backup of 1.6.5.135 installer, it comes up with two questions * Repair & Uninstall.

It fails at both.   Ran as Administrator.

[Mark Ingram]

1 hour ago, DaveHoskins said:

Also included setup logs from my last try today...

Setup.log

SetupUI.log

Both of those logs indicate success - what happened during that installation attempt?

[DaveHoskins]

A thin blue line slides quickly to the right until it gets nearly halfway, then it stops and displays the failed text immediately.

[carl123]

5 minutes ago, Mark Ingram said:

Both of those logs indicate success - what happened during that installation attempt?

Those logs are from Designer I think the OP is having trouble with Photo

If so we need the Photo logs

[DaveHoskins]

DOH! OK give me a minute...

[DaveHoskins]

This is from trying 1.7 again....

There error in it is...

Quote

"+Info: CustomAction  returned actual error code 1610 (note this may not be 100% accurate if translation happened inside sandbox)
+Error: The older version of Affinity Photo cannot be removed.  Contact your technical support group.  
+Info: Action ended 17:03:23: RemoveExistingProducts. Return value 3.
+Info: Action ended 17:03:23: INSTALL. Return value 3."

 

Setup.log

SetupUI.log

[Leigh]

Can you run that tool again from Microsoft and when it lists all apps installed, there should be an option for "Not Listed". Click that option and when prompted, enter {7392fb3e-25b1-4337-90f1-8f481e6631a1}  - once you've done this are you able to install the 1.7 version?

I'm doing this from memory because I'm using a Mac at the moment and won't be at a Windows machine until I get back to work tomorrow

[DaveHoskins]

Hey thanks for doing this on a Sunday! It appears that product code was wrong:- 

[DaveHoskins]

I just used the product code for 1.7 that I got from those setup logs- {A1BDC1C9-F2B1-40CB-9326-415C56A60B81}

And it worked perfectly. It takes a few minutes mind.

Thank-you so much, the world is all shiny again!! 

Dave H.

 

[Leigh]

13 hours ago, DaveHoskins said:

I just used the product code for 1.7 that I got from those setup logs- {A1BDC1C9-F2B1-40CB-9326-415C56A60B81}

And it worked perfectly. It takes a few minutes mind.

Thank-you so much, the world is all shiny again!! 

Dave H.

 

Strange as the log file states: +Info: CustomAction  returned actual error code 1610 (note this may not be 100% accurate if translation happened inside sandbox)
+Error: The older version of Affinity Photo cannot be removed.  Contact your technical support group.  

Anyhow, thanks for letting us know and we're happy to know you've sorted it! I will continue to investigate why this happened

 

[DaveHoskins]

The whole thing was blooming strange to be honest!

[brmcghee]

Hello, 

Just wanted to let you know i got the same issue. Please note you can also fix it with changing the install directory. i changed it to /photo17 and it installed without fail. (i tried to run the install 3 times prior without changing to no avail. tried the fix blocked program to no avail.

Windows 10 PRO - Build 17134 - Windows Domain Environment. 

[DaveHoskins]

How do I change directory?  It doesn’t give me a choice.