2.6 Version installation failed

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  • Hi everyone,


    I am using the 2.5 version of Enscape wich is running good on my computer.

    When I try to launch the installation program for the 2.6 version I get immediatly the following error message : "There is a problem with this windows intaller package. A DLL required for this install to complete could not be run. Contact your support personnel or package vendor."


    I allready try to unistall and re install the last 2.5 version of Enscape and I still get this error.


    Could someone help me fixing this ?


    Regards.


    Camille Chalverat

    • Official Post

    Welcome to our forum camchal , I'm sorry to hear about this.


    In the first instance, would you be so very kind as to make sure that your windows is completely up to date? Every service pack should be installed (if some are still available for installation) and this could very well resolve this issue at hand.


    Thank you in advance!

    • Official Post

    Hi Demian,


    Thank you for your answer, my computer is using windows 7 with service pack 1. So I guess the first thing to do is installing latest service pack and I hope this will work.


    Best regards

    Keep me updated!

    • Official Post

    Hello Everyone
    Im facing the same problem, im using Windows 10 and its up to date, any way i can install the 2.6 version?.
    Regards.

    Alfonso

    I'm sorry to hear about that, and thanks a lot for joining our forum!


    In this case, could you kindly send me a screenshot of the error message you're receiving please? Furthermore, could you please also send over all the Windows event logs which you can find here: C:\Windows\System32\winevt\Logs


    That would be very helpful to further troubleshoot the cause behind this issue. :)

    • Official Post

    Absolutely, thanks, i hope we can find the source of the error.
    Regards!

    Thank you! Our devs will check out the logs.

  • We are having an issue because IT has to install programs in admin mode. Using the older versions with an *.EXE installer, they were presented with the option of installing for all users or just the logged in (admin) user. With the new *.MSI installer, they aren't presented with that choice. I found the page with the extra command prompts to use to modify the install options, but we are still having problems getting 2.6 to install.


    Here is that link: https://enscape3d.com/knowledg…nstaller-program-options/

    • Official Post

    We are having an issue because IT has to install programs in admin mode. Using the older versions with an *.EXE installer, they were presented with the option of installing for all users or just the logged in (admin) user. With the new *.MSI installer, they aren't presented with that choice. I found the page with the extra command prompts to use to modify the install options, but we are still having problems getting 2.6 to install.


    Here is that link: https://enscape3d.com/knowledg…nstaller-program-options/

    It's still possible to install for All users, but now, you'll first have to completely uninstall Enscape, then open our installer again. Here you can now click "Advanced" -> "Install for all users of this machine"

    No answer to this issue yet?

    Our developers are still in the process of getting behind the problem - you'll receive a response from me as soon as possible! Pardon about the delay..

    • Official Post

    No answer to this issue yet?

    To further troubleshoot the cause behind this, could you very kindly please do the following:


    - Open a PowerShell, execute "msiexec.exe". This should open a windows installer window. Please send us a screenshot that contains the version number (first line).


    - Open a PowerShell in the directory containing the Enscape-2.6.0+11215.msi file, execute "msiexec.exe /i Enscape-2.6.0+11215.msi /log EnscapeInstall.log" (should start the Enscape installer), try to install Enscape and send us the EnscapeInstall.log afterwards


    If you require any further information regarding this process, let me know. Thank you very much for your cooperation, we appreciate it!

  • Hello!
    Ive tried as you indicated, and it throws the same message, here i attach the EnscapeInstall Log and the screenshot for the Windows Installer version.
    I hope this helps to solve the issue, not just for me but also to anyone who faces this problem.
    Regards

  • I have found the solution for the problem of installing MSI files in my Windows 10:
    -Direct to this location C:\Users\username\AppData\Local
    (
    in case the AppData folder is hidden just paste this path on your windows explorer adress bar and subtitute username for yours)
    -Right Click on Temp folder and click on Properties.
    -Security section
    -Select Everyone on the Group or user names space then click Edit button to change permissions
    -Mark on Allow on all the Permissions for Everyone (Make sure you are an administrator), even if it displays a message of restriction please double check the marks are on Allow.
    After granted this permissions i was able to install the MSI file in my Windows 10.
    I hope this helps other users with the same problem, thanks for the attention and support Enscape team.


    • Official Post

    Thanks a lot for your further feedback - I've also forwarded this our developers accordingly. We'll make sure to also communicate this to our customers which run into this problem at hand. Sometimes disabling any anti-virus software installed on the machine can also help with running our installer successfully, just mentioning this in case anyone else is not successful with the method above.

    • Official Post

    For my part the problem was just windows 7. I now have win 10 on my computer and no more install issue !

    Thanks for your help :)

    Glad to hear that - still, if you experience any other issues in the future let me know!

  • To add to this, i had the same problem on win10. My reason is that the file was saved to an alternate drive and i had to copy the file to the C drive and run it from the C (main drive) and then it would install. im fairly sure this is a windows security condition.

  • Hi,

    I'm back with new issues, now it's the latest update that is impossible to install...

    still the same error message we all get with the DLL file..

    My win 10 is update, I tried with several antivirus, and all suggestions you all gave but nothing worked.


    Anything else we can try ?