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Problems installing client for Windows 10

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I have updated several of my computers to Windows 10. On one machine I had recently installed Retrospect 10 and then upgraded the machine to Windows 10. The Retrospect client transferred to the new operating system without a problem.

 

On two other machines I did a clean install of Windows 10. I have tried to run the Retrospect Client installation program on each of these machines, but the install program hangs at the 'Installing Retrospect Client 10.0' screen. The status bar remains empty for several minutes until finally I get a new screen with a message that 'the wizard was interrupted before Retrospect Client 10.0 could be completely installed'.

 

I have tried installing as an administrator and tried installing in Windows 8 Compatibility Mode. But I can never get past the 'Installing ...' screen.

 

How do I proceed to install the Retrospect 10.0 Client on a Windows 10 machine?

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Have you got the Cumulative Update for Windows 10 for x64-based Systems (KB3081424) installed? From this post the installation of this update solved this problem for another user.

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Update:

 

Just tried installing the Retrospect 10 Client on a Windows 10 Pro 64-bit install on an old HP notebook. The install failed in the same manor as above. The Windows 10 install is up to date with all available updates. The only way to exit the installer was to end it with Windows Task Manager.

 

Checking the Windows Event Log revealed the following three entries relating to the Client installation.

 

The first references the launch of the MSI Installer:

Log Name:      Application
Source:        MsiInstaller
Date:          2015-08-10 20:23:50
Event ID:      1040
Task Category: None
Level:         Information
Keywords:      Classic
User:          TIBBS-NB\JohnLegg
Computer:      Tibbs-NB
Description:
Beginning a Windows Installer transaction: \\BOXER\Public\Applications\Retrospect\Retrospect for Windows\Retrospect_10_0_2_119\Retrospect 10\Client\Windows\Installer\Retrospect Client 10.0.msi. Client Process Id: 4732.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="MsiInstaller" />
    <EventID Qualifiers="0">1040</EventID>
    <Level>4</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2015-08-10T19:23:50.000000000Z" />
    <EventRecordID>401</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Tibbs-NB</Computer>
    <Security UserID="S-1-5-21-3936898946-840278147-1273548303-1001" />
  </System>
  <EventData>
    <Data>\\BOXER\Public\Applications\Retrospect\Retrospect for Windows\Retrospect_10_0_2_119\Retrospect 10\Client\Windows\Installer\Retrospect Client 10.0.msi</Data>
    <Data>4732</Data>
    <Data>(NULL)</Data>
    <Data>(NULL)</Data>
    <Data>(NULL)</Data>
    <Data>(NULL)</Data>
    <Data>
    </Data>
  </EventData>
</Event>

The second references the crash of the MSI Installer:

Log Name:      Application
Source:        Application Error
Date:          2015-08-10 20:24:08
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Tibbs-NB
Description:
Faulting application name: MsiExec.exe, version: 5.0.10240.16386, time stamp: 0x55a065f5
Faulting module name: combase.dll, version: 10.0.10240.16384, time stamp: 0x559f3cf1
Exception code: 0xc0000005
Fault offset: 0x000430cb
Faulting process ID: 0x1224
Faulting application start time: 0x01d0d3a2184ab4ea
Faulting application path: C:\Windows\syswow64\MsiExec.exe
Faulting module path: C:\WINDOWS\SYSTEM32\combase.dll
Report ID: 0cd7502b-ca49-4772-8c38-0e60c250ea1a
Faulting package full name: 
Faulting package-relative application ID: 
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2015-08-10T19:24:08.000000000Z" />
    <EventRecordID>402</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Tibbs-NB</Computer>
    <Security />
  </System>
  <EventData>
    <Data>MsiExec.exe</Data>
    <Data>5.0.10240.16386</Data>
    <Data>55a065f5</Data>
    <Data>combase.dll</Data>
    <Data>10.0.10240.16384</Data>
    <Data>559f3cf1</Data>
    <Data>c0000005</Data>
    <Data>000430cb</Data>
    <Data>1224</Data>
    <Data>01d0d3a2184ab4ea</Data>
    <Data>C:\Windows\syswow64\MsiExec.exe</Data>
    <Data>C:\WINDOWS\SYSTEM32\combase.dll</Data>
    <Data>0cd7502b-ca49-4772-8c38-0e60c250ea1a</Data>
    <Data>
    </Data>
    <Data>
    </Data>
  </EventData>
</Event>

The third relates to when I force closed the installer with Task Manager:

Log Name:      Application
Source:        Application Hang
Date:          2015-08-10 20:44:32
Event ID:      1002
Task Category: (101)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Tibbs-NB
Description:
The program msiexec.exe version 5.0.10240.16386 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
 Process ID: 127c
 Start Time: 01d0d3a1b9204a9e
 Termination Time: 4294967295
 Application Path: C:\Windows\SysWOW64\msiexec.exe
 Report Id: 367cc29e-3f98-11e5-9bca-00235a4835e2
 Faulting package full name: 
 Faulting package-relative application ID: 

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Hang" />
    <EventID Qualifiers="0">1002</EventID>
    <Level>2</Level>
    <Task>101</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2015-08-10T19:44:32.000000000Z" />
    <EventRecordID>405</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Tibbs-NB</Computer>
    <Security />
  </System>
  <EventData>
    <Data>msiexec.exe</Data>
    <Data>5.0.10240.16386</Data>
    <Data>127c</Data>
    <Data>01d0d3a1b9204a9e</Data>
    <Data>4294967295</Data>
    <Data>C:\Windows\SysWOW64\msiexec.exe</Data>
    <Data>367cc29e-3f98-11e5-9bca-00235a4835e2</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Binary>54006F00700020006C006500760065006C002000770069006E0064006F0077002000690073002000690064006C00650000000000</Binary>
  </EventData>
</Event>

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Are you installing over the network? 

Have you tried installing from a local folder? 

 

Taking the network out may or may not help, though it may remove that variable. 

Though it could be graphics related. 

Since we'll be doing Win10 upgrades soon, I will be keeping an eye on this thread! 

 

thanks. 

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I was trying to install over the network which has never given any problems before.

 

I copied the Client installer to the local drive and tried the install again. The end result was the same except this time a dialog appeared after clicking Install:

Unhandled Exception

  Error Number: 0x80040707
  Description: ISRT.__ReleaseObjectContext

            [OK]

Clicking OK in this dialog only seems to close it and Task Manager was still required to abort the install.

 

I'm speculating here but I think, from watching successful installs in the past, that the install is crashing at the point where the check is made for Microsoft Visual C++ 2005 Redistributable and install if not present.

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I was trying to install over the network which has never given any problems before.

 

I copied the Client installer to the local drive and tried the install again. The end result was the same except this time a dialog appeared after clicking Install:

Unhandled Exception

  Error Number: 0x80040707
  Description: ISRT.__ReleaseObjectContext

            [OK]

Clicking OK in this dialog only seems to close it and Task Manager was still required to abort the install.

 

I'm speculating here but I think, from watching successful installs in the past, that the install is crashing at the point where the check is made for Microsoft Visual C++ 2005 Redistributable and install if not present.

 

 

Glad you checked. 

I've noted network install issues(with other software, in the past)...and doing it locally sometimes resolves or as in this case, produces a better 'error'! 

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Did some more experimenting and manually installed Visual C++ 2005 but it made no difference trying to install using setup.exe.

 

Running the Retrospect Client 10.0.msi file directly does result in an install occurring but there are several error messages during the install about not being able to write to registry keys. After a restart of Windows 10 the Client appears to be working but is not reachable from the Backup Server (Piton or direct).

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I got around this problem by setting compatibility mode for setup.exe, Retrospect Client 10.0.msi to Windows 7 and instmsia.exe and instmsia.exe to Windows XP sp2. Also had setup.exe set to run as Administrator. Also, I may have started the install using the MSI instead of the setup.exe. But I am having a problem with the firewall settings.

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