V4 upgrade problem

stevef999 · Post by **stevef999** » 26 Apr 2009 15:50

I've just downloaded the v3 to v4 upgrade but can't get it to install, it just fails when it can't create a directory (the error says

Setup was unable to create the directory C:Windowssystem32C:.)

Anyone else having this problem or able to offer a solution?

If it helps I had fully upgraded version 3 and I'm running Windows Vista Home Premium SP 1

Regards, Steve

ID:3605

YouTube · Post by **Jane** » 26 Apr 2009 16:06

Did you try changing the install directory?

Try leaving all the options at the default and see if you get the problem then.

stevef999 · Post by **stevef999** » 26 Apr 2009 16:21

No I installed using the default settings. Out of curiosity I tried changing the install directory but get the same error.

Steve

stuart58 · Post by **stuart58** » 26 Apr 2009 16:26

I have experienced the same problem on both Vista and XP.

Any suggestions for a next step?

Stuart

YouTube · Post by **Jane** » 26 Apr 2009 16:28

I have installed V4 several times and have not seen the error. I am sure Calico will post a solution as soon as they can.

YouTube · Post by **Jane** » 26 Apr 2009 17:19

I can confirm Calico are looking at this problem with the up-most urgency.

If you have the problem please email support at family-historian.co.uk and please include the following

1. Windows Version and Service Pack
2. Virus Checker and Firewall Versions
3. How far you got through the process before the error occurred.

As I said I installed the upgrade on several different version of windows as part of the beta test with out seeing this error.

If you could also post the information here it may be possible to help narrow down the problem.

stevef999 · Post by **stevef999** » 26 Apr 2009 17:38

As requested

1. Windows Version and Service Pack
Vista Home Premium, SP1

2. Virus Checker and Firewall Versions
AVG free edition and the Windows firewall. I also run Spybot's resident protection.

3. How far you got through the process before the error occurred.

I entered my name and registration key, chose the default install folder and started the install. I got the 'could not create folder error shortly after'

Regards, Steve

tbsm · Post by **tbsm** » 26 Apr 2009 17:50

Could it be that you need to run the programme as administrator, I had similar problem with a programme and tried right clicking on the installation file and clicked administrator it worked fine, just a thought as its vista you are using.

stevef999 · Post by **stevef999** » 26 Apr 2009 17:57

I've had a similar problem too, but running the update as admin didn't help in this case.

Steve

YouTube · Post by **Jane** » 26 Apr 2009 18:00

Steve, please could you try disabling SpyBot and see if that makes any difference.

This problem does not seem to be effecting all upgrade users and Calico have not seen it during the extensive testing, which suggests it could be a 'combination' of factors.

stevef999 · Post by **stevef999** » 26 Apr 2009 18:04

Hi Jane,

I've just tried that, tried disabling AVG too but still got the same error.

Steve

YouTube · Post by **Jane** » 26 Apr 2009 18:24

Thanks Steve, just thought it was worth a try.

trevorb56 · Post by **trevorb56** » 26 Apr 2009 18:32

I just read on the forum that the upgrade to v4 should be sent straight away via email, I purchased v3 with the free upgrade to v4 when it was available.

One user has commented she has had her email, how long will it take to send out the rest ?

I'm a bit sceptical though after reading all the problems users are having ! here's hoping.

stuart58 · Post by **stuart58** » 26 Apr 2009 18:33

I followed the same steps as Steve and had the same result on two separate computers. Running Vista Home Premium SP1 and XP Professional SP3. Both with Kaspersky Internet Security 2009.

I tried switching Kaspersky off but result was the same error.

Following the failed setup if I open FH3 it asks me to re-enter my registration key.

Regards,

Stuart

Post by **NickWalker** » 26 Apr 2009 18:40

Just wondering if its something to do with the TEMP directory or similar system variable not being defined correctly. Can you run a command prompt (under Accessories in Vista) and then type SET and paste the results here?

keith_r59 · Post by **keith_r59** » 26 Apr 2009 18:44

I too had the same problem running under Windows XP Professional Service Pack 3, AVG 8.5 Anti Virus and Windows Firewall.

The version of FH I'm trying to upgrade is 3.1.2.

I've mailed FH support so will wait for their response.

stevef999 · Post by **stevef999** » 26 Apr 2009 18:53

Here you go Nick, hope this helps.

Steve

Microsoft Windows [Version 6.0.6001]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:UsersSteve>set
ALLUSERSPROFILE=C:ProgramData
APPDATA=C:UsersSteveAppDataRoaming
CLASSPATH=.;C:Program FilesJavajre6libextQTJava.zip
CommonProgramFiles=C:Program FilesCommon Files
COMPUTERNAME=XPS
ComSpec=C:Windowssystem32cmd.exe
EMC_AUTOPLAY=C:Program FilesCommon FilesRoxio Shared
FP_NO_HOST_CHECK=NO
HOMEDRIVE=C:
HOMEPATH=UsersSteve
LOCALAPPDATA=C:UsersSteveAppDataLocal
LOGONSERVER=\XPS
NUMBER_OF_PROCESSORS=4
OS=Windows_NT
Path=C:Windowssystem32;C:Windows;C:WindowsSystem32Wbem;C:Program FilesIn
telDMIX;C:Program FilesCommon FilesRoxio Shared10.0DLLShared;C:Program F
ilesCommon FilesRoxio SharedDLLShared;C:Program FilesCommon FilesRoxio Sh
ared10.0DLLShared;C:Program Filescalibre;C:Program FilesQuickTimeQTSyste
m;C:Program FilesCommon FilesDivX Shared
PATHEXT=.COM;.EXE;.BAT;.CMD;.VBS;.VBE;.JS;.JSE;.WSF;.WSH;.MSC
PROCESSOR_ARCHITECTURE=x86
PROCESSOR_IDENTIFIER=x86 Family 6 Model 15 Stepping 11, GenuineIntel
PROCESSOR_LEVEL=6
PROCESSOR_REVISION=0f0b
ProgramData=C:ProgramData
ProgramFiles=C:Program Files
PROMPT=$P$G
PUBLIC=C:UsersPublic
QTJAVA=C:Program FilesJavajre6libextQTJava.zip
RoxioCentral=C:Program FilesCommon FilesRoxio Shared10.0Roxio Central36
SESSIONNAME=Console
SystemDrive=C:
SystemRoot=C:Windows
TEMP=C:UsersSteveAppDataLocalTemp
TMP=C:UsersSteveAppDataLocalTemp
ULTRAMON_LANGDIR=C:Program FilesUltraMonResourcesen
USERDOMAIN=XPS
USERNAME=Steve
USERPROFILE=C:UsersSteve
windir=C:Windows

keith_r59 · Post by **keith_r59** » 26 Apr 2009 18:55

Nick

I have pasted below my variable settings as requested:

ALLUSERSPROFILE=C:Documents and SettingsAll Users
APPDATA=C:Documents and SettingsKEITHApplication Data
CLASSPATH=.;C:Program FilesJavajre6libextQTJava.zip
CLIENTNAME=Console
CommonProgramFiles=C:Program FilesCommon Files
COMPUTERNAME=LENOVO
ComSpec=C:WINDOWSsystem32cmd.exe
FP_NO_HOST_CHECK=NO
HOMEDRIVE=C:
HOMEPATH=Documents and SettingsKEITH
LOGONSERVER=\LENOVO
NUMBER_OF_PROCESSORS=2
OS=Windows_NT
Path=C:WINDOWSsystem32;C:WINDOWS;C:WINDOWSSystem32Wbem;C:Program FilesIntelWirelessBin;C:Program FilesSoftexOmniPass;C:Program FilesThinkPadConnectUtilities;C:Program FilesCommon FilesLenovo;C:Program FilesLenovoClient Security Solution;C:Program FilesSamsungSamsung PC Studio 3;C:Program FilesCommon FilesRoxio Shared9.0DLLShared;C:Program FilesQuickTimeQTSystem
PATHEXT=.COM;.EXE;.BAT;.CMD;.VBS;.VBE;.JS;.JSE;.WSF;.WSH
PROCESSOR_ARCHITECTURE=x86
PROCESSOR_IDENTIFIER=x86 Family 6 Model 14 Stepping 8, GenuineIntel
PROCESSOR_LEVEL=6
PROCESSOR_REVISION=0e08
ProgramFiles=C:Program Files
PROMPT=$P$G
QTJAVA=C:Program FilesJavajre6libextQTJava.zip
RR=C:Program FilesLenovoRescue and Recovery
SESSIONNAME=Console
SonicCentral=C:Program FilesCommon FilesSonic SharedSonic Central
SWSHARE=C:SWSHARE
SystemDrive=C:
SystemRoot=C:WINDOWS
TEMP=C:DOCUME~1KEITHLOCALS~1Temp
TMP=C:DOCUME~1KEITHLOCALS~1Temp
TPCCommon=C:PROGRA~1LenovoLENOVO~2
TVT=C:Program FilesLenovo
TVTCOMMON=C:Program FilesCommon FilesLenovo
TVTPYDIR=C:Program FilesCommon FilesLenovoPython24
USERDOMAIN=LENOVO
USERNAME=KEITH
USERPROFILE=C:Documents and SettingsKEITH
windir=C:WINDOWS
__COMPAT_LAYER=EnableNXShowUI

Regards,

Keith

Post by **NickWalker** » 26 Apr 2009 19:04

Ah well was just a thought, the settings look normal to me. Was just clutching at straws, perhaps Calico now know what the problem is: I see they've taken the upgrade off line while they fix it.

stuart58 · Post by **stuart58** » 26 Apr 2009 20:05

Nick,

Does this offer any clues?

Thanks.

Stuart

C:UsersStuart>SET
ALLUSERSPROFILE=C:ProgramData
APPDATA=C:UsersStuartAppDataRoaming
CLASSPATH=.;C:Program FilesJavajre1.6.0libextQTJava.zip
CommonProgramFiles=C:Program FilesCommon Files
COMPUTERNAME=STUART-PC
ComSpec=C:Windowssystem32cmd.exe
FP_NO_HOST_CHECK=NO
HOMEDRIVE=C:
HOMEPATH=UsersStuart
LOCALAPPDATA=C:UsersStuartAppDataLocal
LOGONSERVER=\STUART-PC
NUMBER_OF_PROCESSORS=4
OS=Windows_NT
Path=C:Windowssystem32;C:Windows;C:WindowsSystem32Wbem;C:Program FilesIn
telDMIX;C:Program FilesCommon FilesRoxio SharedDLLShared;C:Program Files
Common FilesRoxio Shared10.0DLLShared;C:Program FilesATI TechnologiesATI.
ACECore-Static;C:Program FilesQuickTimeQTSystem
PATHEXT=.COM;.EXE;.BAT;.CMD;.VBS;.VBE;.JS;.JSE;.WSF;.WSH;.MSC
PROCESSOR_ARCHITECTURE=x86
PROCESSOR_IDENTIFIER=x86 Family 6 Model 15 Stepping 11, GenuineIntel
PROCESSOR_LEVEL=6
PROCESSOR_REVISION=0f0b
ProgramData=C:ProgramData
ProgramFiles=C:Program Files
PROMPT=$P$G
PUBLIC=C:UsersPublic
QTJAVA=C:Program FilesJavajre1.6.0libextQTJava.zip
RoxioCentral=C:Program FilesCommon FilesRoxio Shared10.0Roxio Central36
SAN_DIR=C:Program FilesSiSoftwareSiSoftware Sandra Lite XII.SP2c
SESSIONNAME=Console
SystemDrive=C:
SystemRoot=C:Windows
TEMP=C:UsersStuartAppDataLocalTemp
TMP=C:UsersStuartAppDataLocalTemp
USERDOMAIN=Stuart-PC
USERNAME=Stuart
USERPROFILE=C:UsersStuart
windir=C:Windows

Post by **NickWalker** » 26 Apr 2009 21:32

Hi

No sorry, no clues there, for me anyway. We'll just have to wait for Calico to fix it, I'm sure they'll have a solution soon.

Best wishes

Nick

keith_r59 · Post by **keith_r59** » 28 Apr 2009 21:43

They appear to have fixed the upgrade problem.

You should receive an e-mail from support with instructions which basically tell you to download the new upgrade executable.

[smile]

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