AmRes Posted August 22, 2019 Share Posted August 22, 2019 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. Quote Link to comment Share on other sites More sharing options...
walt.farrell Posted August 22, 2019 Share Posted August 22, 2019 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. Quote -- Walt Designer, Photo, and Publisher V1 and V2 at latest retail and beta releases PC: Desktop: Windows 11 Pro, version 23H2, 64GB memory, AMD Ryzen 9 5900 12-Core @ 3.00 GHz, NVIDIA GeForce RTX 3090 Laptop: Windows 11 Pro, version 23H2, 32GB memory, Intel Core i7-10750H @ 2.60GHz, Intel UHD Graphics Comet Lake GT2 and NVIDIA GeForce RTX 3070 Laptop GPU. iPad: iPad Pro M1, 12.9": iPadOS 17.4.1, Apple Pencil 2, Magic Keyboard Mac: 2023 M2 MacBook Air 15", 16GB memory, macOS Sonoma 14.4.1 Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 22, 2019 Staff Share Posted August 22, 2019 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! Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
AmRes Posted August 22, 2019 Author Share Posted August 22, 2019 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! Dan C 1 Quote Link to comment Share on other sites More sharing options...
Richard Krogstad Posted August 22, 2019 Share Posted August 22, 2019 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. Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 22, 2019 Staff Share Posted August 22, 2019 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? Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Richard Krogstad Posted August 22, 2019 Share Posted August 22, 2019 SetupUI.log Quote Link to comment Share on other sites More sharing options...
Richard Krogstad Posted August 22, 2019 Share Posted August 22, 2019 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. Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 22, 2019 Staff Share Posted August 22, 2019 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. Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Richard Krogstad Posted August 22, 2019 Share Posted August 22, 2019 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. Quote Link to comment Share on other sites More sharing options...
Richard Krogstad Posted August 22, 2019 Share Posted August 22, 2019 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. Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 22, 2019 Staff Share Posted August 22, 2019 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. Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Richard Krogstad Posted August 22, 2019 Share Posted August 22, 2019 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 ? Quote Link to comment Share on other sites More sharing options...
Richard Krogstad Posted August 22, 2019 Share Posted August 22, 2019 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 1 Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 22, 2019 Staff Share Posted August 22, 2019 I'm very glad to hear this, many thanks for letting me know! Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
LaurieBe Posted December 19, 2020 Share Posted December 19, 2020 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! Quote Link to comment Share on other sites More sharing options...
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