Latest Version ION Setup 3.0.15338.01 Installation Issues

[KuanKhoon]

Hi,

I have encountered a major snag when updating to the latest ION Setup 3.0.15338.01 from version 3.0.15310.01.

The upgrade removed my ION Setup application .exe file and no amount of re-installation helps. Current system running Windows 10 (64 bit) and operates version 3.0.15310.01 without problem.

Suggest the R&D team look into the problem and rectify it with utmost urgency as it will affect a lot of customers following the advise of the Schneider Application Update tool.

Best Regards,

Tan Kuan Khoon

Senior Product Specialist

Partner Business

Schneider Electric Singapore

[Robert_Lee]

Hi there,

Are you installing on Windows 10 using an Adminstrator account?  There were no significant changes that I know of between the two builds in question that I know of.  Does the installer launch properly and does it put any files in the Program Files (x86)\Schneider Electric\ION Setup folder?  Is there a SetupLog folder and are there any files located there?

[KuanKhoon]

Hi Robert,

Yes, I am installing the program will full administrative privileges but the installer just copies the files into place while omitting the .exe file for the ION setup main program. Uninstalling the program and re-installing didn't help at all.

I tried re-installing IONSetup v3.0.16008.01 and the setup generated an installation log which I have attached. It seems that it is detecting some remaining ION setup entries in the windows registry and attempt to "upgrade" a non-existent program.

While you can see that no ION Setup was installed from the control panel "Program & features" module,

The installation "succeeds" without creating files / folders in the Schneider Electric folder in Programs Files (x86) or Program Files

The ProgramData folder contains some files but does not contain the .exe that is the core of ION Setup,

I think there is something wrong with the installer and it is not able to run a full re-installation once it detects remnants of the previous installation in the windows registry. The problem lies in the installer and not the main software.

[JanetM]

Hello there

We were not able to reproduce the problem you describe. We started with the version of ION Setup version 3.0.15310.01 and upgraded to the latest version on a Windows 10 machine, and ION Setup upgraded without any problems. So this is the good news - I don't think there is a problem that everyone will encounter.

I am wondering what you did differently?

Regards

Janet

[KuanKhoon]

Hi Janet,

That exactly what I did also. I mean what else can we do with the ION Setup installation file except to run the setup, let it go through it's paces and checks and install the software. The strange part is that in upgrade installation removed the executable file and left me high and dry without possibility of re-installation as all re-run of the installer does not recover the .exe file.

Is there a way that we can "repair" the installation i.e. force the installation file to cough up all the registry settings, all files and overwrite everything current in the computer?

If there is no solution, looks like I will have a schedule a re-format of my PC. A small problem resulting in a major disruption.

[Robert_Lee]

Was the attached install log from the previous build 3.0.15310.01?  None of your screenshots show where I would expect that file to be created (C:\Program Files (x86)\Schneider Electric\ION Setup\Setup Logs)

If you look at the PC registry using Regedt32, do you see any registry keys for ION Setup under:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Schneider Electric\ION Setup\3.0

We haven't changed the product GUID for ION Setup for some time now (probably more than a year or so) and since we frequently release new versions, there is no "upgrade" but in fact, the software is mostly uninstalled and base files are re-installed (what your screen shots show are files which are mostly created post-install so those files remaining are not detected by the uninstalling process).

Something you can try is if there are corrupted registry keys which might prevent proper installation of files, to use the Microsoft FixIt tool available here:

Fix problems that programs cannot be installed or uninstalled

[engineer_langfo]

We are having the same issues.  We also tried installing 3.0.16008.01.

We tried removing all the Registry keys.  Did a search with Regedit and removed any reference to ION Setup.   No success.

We used the Registrar Registry Manager to remove ION Setup references.

The wizard shows as successful installation; but no files are installed and does not show up as an application in "Apps and Features" in Windows System configuration.

When we installed IONSetup30_B14220_02 - it installs and works properly.  

Seems like a problem with the installer (??)

[Robert_Lee]

It is highly likely that the issue is installer related as ION Setup is now using the same technology that PME uses for its installer (it also requires DotNet 4 be installed).

The older version you mention was still using the old InstallShield based one which we no longer maintain.

Was this Windows 10?

Was their a previous version of ION Setup on the PC?  If so, what version was it?

Was/Is there an installation log created when you tried to install the latest version?

Unfortunately, the installer GUID probably has no references to "ION Setup" so doing a search of the registry for ION Setup probably isn't sufficient.

We've done some testing on Windows 10 as Janet indicated earlier and have no issues in both upgrade/clean installs but maybe there is something else that we are missing here.

[engineer_langfo]

Rob,

that is correct.  This is Windows 10.

I originally installed ION Setup 3.0.15338.01 in January with the new installer on a clean version of Windows 10 (this PC) and it worked perfectly. 

With ION Setup; users get these periodic reminders that there is a newer version, so I installed the new version 3.0.16008.01.  this is where the problem started.  So, I tried again with 3.0.15338.01 and it still did not work.  Uninstalled, rebooted, Regedit, etc...Yes; there was an installation log; I'll email to you. 

I have been working with Pejan in tech support; he may be able to provide additional insight. 

[sesa56562_bridg]

Hi Eric, it looks like your system is stuck in-between an "installed" and "not installed" state as far as the ION Setup installer can tell.

Run the commands

     msiexec.exe /x {E0468C14-97A9-4948-AB14-CBCF1A138B86}

     msiexec.exe /x {3C699545-982D-4C43-AC0C-5F48C6C98B8D}

     msiexec.exe /x {BABF1A29-A77E-40C4-A45F-A547BB92B8D8}

click through as prompted, and see if they indicate any errors.

and also delete registry keys

     HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\IONSetup

     HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Schneider Electric\ION Setup

if they exist.

This should clean up the system to allow a fresh install of the latest version of ION Setup.

[engineer_langfo]

David,

Unfortunately that didn't solve the issue.

the msiexec command returns:

. 

[sesa56562_bridg]

Hmm, what about the other 2 GUIDs?  Make sure that Windows thinks for sure they're not there by running all 3 commands, then one last thing to do is ensure that these remaining reg keys are deleted or renamed:

     HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{E0468C14-97A9-4948-AB14-CBCF1A138B86}

     HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{3C699545-982D-4C43-AC0C-5F48C6C98B8D}

     HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{BABF1A29-A77E-40C4-A45F-A547BB92B8D8}

We're really getting into the guts of Windows here, of course I have to recommend taking appropriate snapshots / backups etc. before proceeding.  is this a VM or physical machine?  Is there a snapshot or System Restore Point to revert to before ION Setup was installed?

[engineer_langfo]

This works! 

[sesa56562_bridg]

Glad to hear it!  Sorry you had to jump through several hoops to get there, thanks for your patience.  We're still working to try and determine if this is a recurring issue for multiple users, and if/what we can do to improve the situation.

[KuanKhoon · Accepted solution]

Hi All,

It has been some time since the last post. I finally found a reliable and repeatable solution to the problem above.

If you unsuccessfully uninstall or install of ION Setup 3.0.15233.01 and above, chances are you will not be able to reinstall the software fully due to the new ION setup installer software detecting remaining bits of the ION setup and then only executing a partial upgrade procedure while omitting key components (i.e. .exe files, .DLLs, etc.) in the program core.

The solution to this is very simply, download ION Setup 3.0.B14220.02 (yes, it is a beta version). Just install this version, and after which install the latest version as an update over the beta and you will have full working ION Setup. No hacking of registry, no risky registry cleaning, etc.

Best Regards,

KK