Bootstrapper hangs on setup files extraction

[den]

Hello,

I'm writing to you desperate to find solution for my problem. We now create exe bootstrapper installation packages for our headliner product using Advanced Installer 9.4 build 46246 Enterprise.

Recently one of our clients encountered following problem - he runs exe bootstrapper of latest product version and it hangs up on "Extracting main application files" dialog. Bootstrapper process eats up one process core completely (25% of total cpu with four cores usage can be monitored in task manager) and do nothing, but it can be canceled though. For some unknown reason bootstrapper can't decompress files to [Windows volume]:\Users\[Windows user name]\AppData\Roaming\[Our company name]\[Our product name]\install\[Product version] and seems to fall into infinite loop. I've checked folder rights, user antivirus and so on with no luck.

In past user was able to install versions and he installed some previous versions successfully but now he can't install both new and old versions. He of course can't give any definite description of system changes occured after that time. This issue is definitely related only to his particular system configuration, but I have no idea where to dig in. Perhaps your developers can suggest any possible direction using their knowledge of bootstrapper exe code.

Best regards,
Daniel.

[Daniel]

Hello Daniel,

I'm not sure why you are encountering this behavior. Can you send us the log files generated by your EXE installation package and its embedded MSI so we can investigate them? In order to generate the related logs you can run your EXE package using a command line like this:

Code: Select all

MyPackage.exe /exelog "exe_log.txt" /L*V "msi_log.txt"

All the best,
Daniel

[miguel_tp]

I was wondering if there's a solution to this. A customer of ours is having this same issue on one computer. All the other ones are installing fine.

Thanks!

[Daniel]

Hello,

Can you please set the property "ExtractFilesFirst" to value "1" in "Install Parameters" page (in this way the old files extraction method will be used) like this:

• Name: ExtractFilesFirst
  Value: 1

build and run your project, and tell us if the behavior still persist?

All the best,
Daniel

[miguel_tp]

Turns out it was an outdated version of the anti-virus (BitDefender). We tried disabling it as previously stated but the issue still persisted. Then we uninstalled it completely and everything worked fine. Reinstalled and issue came back. Once the AV was updated to its latest version, the issue went away too. Crazy stuff.

Thanks for your time though!!

[Daniel]

You're welcome. I'm glad you got this working.

All the best,
Daniel