MANY XP users lose our AIR app completely when it is updated with AIR 2.6 or 2.7

Forum|Forum|14 years ago
August 8, 2011
2 replies
1314 views

We believe that we have discovered a persistant AIR application installer issue on Windows XP. Since about AIR 2.6, when we release an update to our AIR app (You Need a Budget), we inevitably get emails from Windows XP users who are experience the following:

The run our AIR update process to get the latest version of our app.

The old version of the app uninstalls itself, but the new version is not installed correctly. They are left without _any_ copy of our app! It is certainly not 100% of users, but it is overwhelmingly XP users. If it was just a small % of our users, I would chalk it up to chance, but since they skew so heavily into XP vs other OSs, I am now convinced that there is a serious installer issue with XP.

Is this a known issue, or do you need more details?

Installation

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A

Anonymous

Error update from version 2.0.3.13070 to 2.7.1.19610:

[2011-08-20:11:10:22] Error occurred during msi install operation; beginning rollback: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="1603" errorID=0]
[2011-08-20:11:10:22] Rolling back install of c:\docume~1\admin\locals~1\temp\air2b.tmp\setup.msi
[2011-08-20:11:10:22] Rollback complete

chris.campbell

Legend

NEugeny wrote:
Error update from version 2.0.3.13070 to 2.7.1.19610:
[2011-08-20:11:10:22] Error occurred during msi install operation; beginning rollback: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="1603" errorID=0]
[2011-08-20:11:10:22] Rolling back install of c:\docume~1\admin\locals~1\temp\air2b.tmp\setup.msi
[2011-08-20:11:10:22] Rollback complete

Hi NEugeny,

I'm sorry you're running into problems updating the AIR runtime. Microsoft has just released a brand new tool that should help you resolve this problem. Would you mind giving it a try and let us know how it works for you? When running, go through the uninstall process and try to remove Adobe AIR from your system. Once that is gone, download the latest AIR runtime and give it another try.

http://support.microsoft.com/mats/Program_Install_and_Uninstall/en-us

Thanks,
Chris

A

Anonymous

Thank you for your advice helped. First I removed the application, then installs the new version.

All ok. -)

chris.campbell

Legend

I haven't seen this reported before. Is there any chance we can get the AIR installer logs from a couple of these systems to see if there's a common failure?

Thanks,

Chris

Y

YNABAuthor

Known Participant

Thanks for the quick reply Chris! We'll get you those logs!

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