Affinity Photo 1.7.2 won't install

[AmRes]

I'm trying to update 1.7.1.404 to 1.7.2. After a few seconds, I get and alert box with:

Exception: CreateDirectory failed

And my only option is to exit. I'm running Win7, 64bit. What directory is it trying to create?

Thanks.

[walt.farrell]

If you press and hold the Windows key, then type R, you'll get a Run box. In that box, type

%temp%\AffinitySetup

and press OK.

You'll get a FIle Explorer window opened to the directory that contains the logs of your setup attempts.  Find the directory with the most recent date/time, and in it you'll find two files, Setup.log and SetupUI.log with additional information. You can browse them with Notepad or another text editor, and usually searching for the word Error will get you to the location with more detailed information.

[Dan C]

Hi AmRes,

Welcome to the forums

Could you please follow Walts above advice and attach the latest SetupUI.log to your reply here? Many thanks!

[AmRes]

Problem solved!

I have my system temp directory on an SSD, and it was offline when  I tried to run the install.  Once I brought it back online, the install ran smoothly and VERY quietly. It would be nice if the installer would throw a message box on the screen letting the user know that it's alive and running. 

Thanks for the quick assist!

[Richard Krogstad]

I Have the same problem. The setup for 1.7.2 update terminates.

The log says:
+Info: CustomAction  returned actual error code 1612 (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.

 

I have uninstalled with Geek Uninstaller AND scrubbed the registry AND deleted the Affinity/Photo folder. Still the same message.

[Dan C]

Hi Richard Krogstad,

Welcome to the forums

Sorry to hear you're having these issues, could you please provide a copy of your SetupUI.log here?

[Richard Krogstad]

SetupUI.log

[Richard Krogstad]

I have tried to download a Trial Photo - but it somehows detect a prior installation in the Setup, and start looking for the non-existant installation I guess. Any .ini file or any registry value I can set somewhere? I've been working with computers most of my life - turning more and more towards Linux now.

 

[Dan C]

Thanks for your file, we'll need to use a Microsoft uninstaller tool to fix the previous installation before installed the update - as I can see that you're updating from version 1.6.5.135.

Firstly please download the following tool from Microsoft, this will remove any version of Photo that is currently installed and allow us to start from a clean state.
https://support.microsoft.com/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed

After downloading, please run the tool, select Uninstall and wait for the list to populate. Select Affinity Photo from the list of apps, if you don't see this option, select the first option in the menu and paste the following string, then press OK:

{7392FB3E-25B1-4337-90F1-8F481E6631A1}

After the app has finished uninstalling, please visit the following link and download a new copy of the latest version of the .EXE just in case your previous download was corrupt-
https://store.serif.com/update/windows/photo/1/

Once downloaded, locate the file in your Downloads folder and right-click on the file and select 'Run as Administrator'. Follow the app prompts and you should find this version installs as expected.

[Richard Krogstad]

It did not find it - and not with {7392FB3E-25B1-4337-90F1-8F481E6631A1}

It says something like: "Not a valid product code" translated from Norwegian.

 

[Richard Krogstad]

I have Designer and (earlier) Photo on a Win 10 partition on a MacBook Pro. I could install both on the Mac part, but then I would need new serials for both.

[Dan C]

Do you know which version of Affinity Photo you were most recently using before attempting to update? Your SetupUI.log provided shows the same product code I provided under the following:

IsAnyVersionInstalled: True
        Current product code: {7392FB3E-25B1-4337-90F1-8F481E6631A1}

We don't ever recommend manually cleaning the registry, nor using third party uninstaller applications as this can affect the install/uninstall process of the Affinity apps beyond our control. Unfortunately licenses are non transferable between platforms, meaning we can't provide Mac product keys if you've purchased the Windows version.

 

[Richard Krogstad]

My last working ver. was the 1.6.5.135 - and I've already tried to download it and install it - but I get the same problem during install. It says Update as if it knows some installation exist already. So the Setup program go into Update mode. Any run switch to force a clean install ?

[Richard Krogstad]

Problem solved. I did a registry restore with my Auslogic Registry Cleaner, and the Windows tool found the Photo under Uninstall. After it was done I downloaded the latest Photo ver. and was able to successfuly install the latest update. Thanks for the help

[Dan C]

I'm very glad to hear this, many thanks for letting me know!

[LaurieBe]

On 8/22/2019 at 9:35 AM, Dan C said:

Thanks for your file, we'll need to use a Microsoft uninstaller tool to fix the previous installation before installed the update - as I can see that you're updating from version 1.6.5.135.

Firstly please download the following tool from Microsoft, this will remove any version of Photo that is currently installed and allow us to start from a clean state.
https://support.microsoft.com/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed

After downloading, please run the tool, select Uninstall and wait for the list to populate. Select Affinity Photo from the list of apps, if you don't see this option, select the first option in the menu and paste the following string, then press OK:

{7392FB3E-25B1-4337-90F1-8F481E6631A1}

After the app has finished uninstalling, please visit the following link and download a new copy of the latest version of the .EXE just in case your previous download was corrupt-
https://store.serif.com/update/windows/photo/1/

Once downloaded, locate the file in your Downloads folder and right-click on the file and select 'Run as Administrator'. Follow the app prompts and you should find this version installs as expected.

Dan, thanks so much!  I followed these instructions and *finally* got my trial version running.  It would pop up the install permission box and then it just did nothing.  This fixed it.  Thx!