Installer disappears after verifying package contents

[Dame1701]

Hi,

We're having a problem with running our installer on a particular Windows 7 machine. The installer will start up and display the dialogue box "The Installaware Wizard is verifying the contents of this setup package. This may take a moment." Once the bar reaches the end the dialogue box disappears and then nothing else happens. We've waited to ten minutes to check there wasn't a delay before the installer starts properly but it appears to have quit.

This is only happening one one of our machines so we think there might be a software conflict or perhaps a required library is missing?

Have you seen this problem before? Are there any log files generated by the installer that we can check for errors? If so could you let me know where I might find them.

Many thanks,

Damien

[FrancescoT]

Dear Damien,

by default an IA package doesn't require that any RTM installed with the target machine and for what we know, we are not informed about possible conflicts with other software.

I suggest you to verify as first, if any Anti Virus application may be at the root of the issue.
You may also check if such system has enough free disk space available.

To execute a logged setup, use the following command line:
<setup.exe> /l=<path to logfile>

Anyway by symptoms you reported, I suppose that your setup process doesn't start at all ... and if this the case, the log will be not generated.

Regards

[rentzk]

I've never seen this behavior myself, but our support people have reported behavior like this before. they think that it is due to some left over files from an earlier installation and apparently fix it by removing the temp files and folders from the system. I'll see if I can get more information, but they are generally just trying to get the customers up and running and do not necessarily record any extra information about problems like this.

[rentzk]

Some additional information about the installer vanishing without a trace.

We were finally able to get a system in-house to show this symptom. The installer appears to create a lock file in AppData\Local\Temp called {GUID}.mia, where GUID is the folder name that the installer uses to store information in under Program Data (revision code?)

If this file exists when the installer is running, you will get the initial unpacking dialog and then the entire installation process shuts down. Once you remove this file, things will install normally.

I have no idea what is causing this file to be left around in order to cause these problems. The system that we were able to recreate the issue on was freshly imaged and had not had any programs installed on it but the operating system.

[FrancescoT]

Dear Rentzk,

that {GUID}.mia file should be created when the "SINGLEINSTANCE" pre-defined compiler variable is TRUE.

Anyway, I have tried many times to replicate the behavior you reported ... but I never been able to replicate the same.

I don't know which IA version you used, but I don't see any similar problem using IA x4 or X3.

Regards

[rentzk]

I figured that it was a single instance semaphore of some sort. I'll try experimenting with the SINGLEINSTANCE variable and see what happens.

We've had random reports of this happening for years starting with, I believe, version 13 to our latest X3. Whatever is causing it, it is extremely rare with only 1 or 2 instances a year for our commercially sold products. The one instance I mentioned is the only time that is has ever happened in-house, and out testers are usually pretty good at breaking things.

[Dame1701]

Hi guys,

Thank you for looking into this, unfortunately I'm getting reports from our support team that we're having issues with this problem again, now on multiple customer systems which means we cannot use one of our installers.

Rentzk, following this thread, it sounds like you have been able to consistently recreate the issue. Have you been able to determine why this file is being locked? Process Explorer https://technet.microsoft.com/en-us/sys ... s/bb896653 for example will allow you to see which process has an open handle on a file and that might help you to understand what is causing the problem - perhaps it is an InstallAware process that has not shut down properly.

We're keen to see this issues resolved as soon as possible so if there is anything we can do to help, please let us know. I have asked our support team for any additional details which I will add to this thread once I get a response.

Many thanks,

Damien

[Dame1701]

As promised, I have some more information. This issue has occurred on 4 of our customer machines in the US over the past couple of weeks and once in the UK making this a total of 5 so far.

Workarounds for the issue have been:

a) Create a new user account
b) Re-image the system

None of these are ideal, particularly when the machine has already been configured for a particular customer and contains their media etc. we also need a means for the customers to run update installers every few months so this really isn't a solution.

Unfortunately no one has had a chance to try out the deletion of the temporary directory as detailed in this thread. If we see the problem again we will try that approach though again that is a workaround rather than a solution.

I do have a dump of a Proc-Mon (Process Monitor) log of our attempt to run the installer the DropBox link which you can find here
https://www.dropbox.com/s/bak24qunimkdc ... e.PML?dl=0

It was taken by one of our tech guys, it might be helpful.

I understand that you have been able to recreate the problem in-house. Has anyone been able to find a solution or the cause yet? We have a feeling that we are going to be seeing the problem with increasing frequency.

Many thanks,

Damien

[FrancescoT]

Dear Damien,

you missed to tell which IA version you used to generate the package.

Regards

[Dame1701]

Hi FrancescoT,

The version of InstallAware we are running is InstallAware Studio X3 . I am sorry for the omission. I'm not sure if I can provide you with a more specific version, the .exe doesn't reveal anything further when I get the details up, but maybe there is an option in the main menu of the program that will show me a more specific version?

Kind regards,

Damien

[FrancescoT]

Dear Damien,

I had a look at the dump file you posted, but for what I see, this doesn't contain any useful information that can be used to identify the issue.

PS
The version is listed in Add Remove Program (control panel).

Regards

[Dame1701]

Hi FrancescoT,

We had a look at the file too and didn't think it was particularly useful but I thought you should have it just in case.

The version of Studio X3 we're running according to Programs and Features is 20.05.0.2015.

I understand you managed to recreate the problem in house. Did you get anywhere with finding a solution?

Many thanks,

Damien

[FrancescoT]

Dear Damien,

no, I didn't!
As I have already said previously, I have never been able to replicate the issue.

This is in fact the main issue.

Regards

[Dame1701]

Hi FrancescoT,

My apologies, I read that rentzk recreated the issue, but I believe he is another customer, I thought he was another part of your team. I understand it is very difficult to find the problem when you are unable to reproduce it (we have had similar situations in the past).

If we are able to reproduce the problem on another system, would it be possible to invite you to a remote session so that you can take a look? Unfortunately so far the problem has occurred on customer machines so we have had to resort to a manual install in order for them to be able to continue working and it has not been possible to hold onto those systems.

As soon as we see the problem again, we will let you know.

Kind regards,

Damien.

[FrancescoT]

Dear Damien,

the best would be if you could let me have a VM clone of such system (VmWare format).

Regards