Web installer asks for CD-ROM?

[terrym]

Hi

Customer is having issues where installer is asking for CD-ROM, see their log:

[08/18/2016 12:59:31] Success
Setup started: C:\Users\Dell\Downloads\cp-setup.exe
[08/18/2016 12:59:31] Notice
Setup engine version: 1.0.0.0
[08/18/2016 12:59:31] Notice
Product: Create A Plate, version v2.2.6.0
[08/18/2016 12:59:31] Success
Language set: Primary = 9, Secondary = 2
[08/18/2016 12:59:31] Success
Verify archive integrity
[08/18/2016 12:59:31] Skipped
Date expiration check
[08/18/2016 12:59:31] Skipped
Uses expiration check
[08/18/2016 12:59:31] Success
System requirements check
[08/18/2016 12:59:31] Success
Include script: _SUF70_Global_Functions.lua
[08/18/2016 12:59:31] Notice
Start project event: Global Functions
[08/18/2016 12:59:31] Success
Run project event: Global Functions
[08/18/2016 12:59:31] Success
Detection Script: Visual C++ 2008 SP1 (x86)
[08/18/2016 12:59:31] Info
Visual C++ 2008 SP1 (x86) Module: Detection script started.
[08/18/2016 12:59:31] Info
Visual C++ 2008 SP1 (x86) Module: Visual C++ 2008 SP1 (x86) runtime detected.
[08/18/2016 12:59:31] Skipped
Dependency file: C:\Users\Dell\AppData\Local\Temp\_ir_sf_temp_1\vc2 008x86sp1\vcredist_x86.exe (Reason: Dependency Detection Passed)
[08/18/2016 12:59:31] Notice
Start project event: On Startup
[08/18/2016 12:59:33] Success
Run project event: On Startup
[08/18/2016 12:59:33] Success
Display screen: Welcome to Setup
[08/18/2016 12:59:35] Success
Display screen: License Agreement
[08/18/2016 12:59:40] Success
Display screen: Select Packages
[08/18/2016 12:59:41] Success
Display screen: Select Shortcut Folder
[08/18/2016 12:59:43] Notice
Start project event: On Pre Install
[08/18/2016 12:59:43] Success
Run project event: On Pre Install
[08/18/2016 12:59:43] Success
Display screen: Two Progress Bars (While Installing)
[08/18/2016 12:59:43] Success
Free space check on drive: C:\
[08/18/2016 12:59:43] Success
Set uninstall data folder: C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate
[08/18/2016 12:59:43] Success
Set uninstall config file name: C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate\uninstall.xml
[08/18/2016 12:59:43] Success
Uninstall config file not merging
[08/18/2016 12:59:43] Success
Create folder: C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate\
[08/18/2016 12:59:43] Success
Create uninstall data folder: C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate
[08/18/2016 12:59:43] Success
Create uninstall data file: C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate\uninstall.dat
[08/18/2016 12:59:43] Success
Install archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\BestView.dll
[08/18/2016 12:59:43] Success
Create folder: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\BestView.dll
[08/18/2016 12:59:44] Success
Install archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Create A Plate.exe
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Create A Plate.exe
[08/18/2016 12:59:44] Success
Install archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Visit My-Software.co.uk.url
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Visit My-Software.co.uk.url
[08/18/2016 12:59:44] Success
Install archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\My-Software.co.uk.ico
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\My-Software.co.uk.ico
[08/18/2016 12:59:44] Success
Install archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\My-Accessories.co.uk.ico
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\My-Accessories.co.uk.ico
[08/18/2016 12:59:44] Success
Install archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Visit My-Accessories.co.uk.url
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Visit My-Accessories.co.uk.url
[08/18/2016 12:59:44] Skipped
Archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Visit My-Software.co.uk.url (Reason: Existing file overwrite setting)
[08/18/2016 12:59:44] Skipped
Archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Visit My-Accessories.co.uk.url (Reason: Existing file overwrite setting)
[08/18/2016 12:59:44] Success
Install archive file: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Masks\Layouts\Placeholder.txt
[08/18/2016 12:59:44] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\
[08/18/2016 12:59:44] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\
[08/18/2016 12:59:44] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Masks\
[08/18/2016 12:59:44] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Masks\Layouts\
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Masks\Layouts\Placeholder.txt
[08/18/2016 12:59:44] Success
Install archive file: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Masks\Thumbnails\Placeholder.txt
[08/18/2016 12:59:44] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Masks\Thumbnails\
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Masks\Thumbnails\Placeholder.txt
[08/18/2016 12:59:44] Success
Install archive file: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Thumbnails\Gallery\Placeholder.txt
[08/18/2016 12:59:44] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Thumbnails\
[08/18/2016 12:59:44] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Thumbnails\Gallery\
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Thumbnails\Gallery\Placeholder.txt
[08/18/2016 12:59:44] Success
Install archive file: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Thumbnails\Placeholder.txt
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Thumbnails\Placeholder.txt
[08/18/2016 12:59:44] Success
Install archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Eztwain3.dll
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Eztwain3.dll
[08/18/2016 12:59:44] Success
Install archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Logo.png
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Logo.png
[08/18/2016 12:59:44] Success
Install archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\CpShellx86.dll
[08/18/2016 12:59:44] Success
File added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\CpShellx86.dll
[08/18/2016 12:59:44] Success
Install archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\CpShellx64.dll
[08/18/2016 12:59:45] Success
File added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\CpShellx64.dll
[08/18/2016 12:59:45] Success
Install archive file: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Update.exe
[08/18/2016 12:59:45] Success
File added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Update.exe
[08/18/2016 12:59:45] Success
Install archive file: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Downloads\Placeholder.txt
[08/18/2016 12:59:45] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\
[08/18/2016 12:59:45] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\
[08/18/2016 12:59:45] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Downloads\
[08/18/2016 12:59:45] Success
File added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Downloads\Placeholder.txt
[08/18/2016 12:59:45] Success
Install archive file: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Gallery\Placeholder.txt
[08/18/2016 12:59:45] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Gallery\
[08/18/2016 12:59:45] Success
File added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Gallery\Placeholder.txt
[08/18/2016 12:59:45] Success
Install archive file: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Placeholder.txt
[08/18/2016 12:59:45] Success
File added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Placeholder.txt
[08/18/2016 12:59:45] Success
Install archive file: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Downloads\Gallery\Placehol der.txt
[08/18/2016 12:59:45] Success
Create folder: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Downloads\Gallery\
[08/18/2016 12:59:45] Success
File added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Downloads\Gallery\Placehol der.txt
[08/18/2016 12:59:45] Success
Create folder: C:\Users\Dell\AppData\Roaming\Microsoft\Windows\St art Menu\Programs\Create A Plate\
[08/18/2016 12:59:45] Success
Create shortcut: C:\Users\Dell\AppData\Roaming\Microsoft\Windows\St art Menu\Programs\Create A Plate\Create A Plate.lnk
[08/18/2016 12:59:45] Success
Shortcut added to uninstall list: C:\Users\Dell\AppData\Roaming\Microsoft\Windows\St art Menu\Programs\Create A Plate\Create A Plate.lnk
[08/18/2016 12:59:45] Success
Create shortcut: C:\Users\Dell\AppData\Roaming\Microsoft\Windows\St art Menu\Programs\Create A Plate\Visit www.My-Software.co.uk.lnk
[08/18/2016 12:59:45] Success
Shortcut added to uninstall list: C:\Users\Dell\AppData\Roaming\Microsoft\Windows\St art Menu\Programs\Create A Plate\Visit www.My-Software.co.uk.lnk
[08/18/2016 12:59:45] Success
Create shortcut: C:\Users\Dell\AppData\Roaming\Microsoft\Windows\St art Menu\Programs\Create A Plate\Visit www.My-Accessories.co.uk.lnk
[08/18/2016 12:59:45] Success
Shortcut added to uninstall list: C:\Users\Dell\AppData\Roaming\Microsoft\Windows\St art Menu\Programs\Create A Plate\Visit www.My-Accessories.co.uk.lnk
[08/18/2016 12:59:45] Success
Create shortcut: C:\Users\Dell\Desktop\Visit www.My-Software.co.uk.lnk
[08/18/2016 12:59:45] Success
Shortcut added to uninstall list: C:\Users\Dell\Desktop\Visit www.My-Software.co.uk.lnk
[08/18/2016 12:59:45] Success
Create shortcut: C:\Users\Dell\Desktop\Visit www.My-Accessories.co.uk.lnk
[08/18/2016 12:59:45] Success
Shortcut added to uninstall list: C:\Users\Dell\Desktop\Visit www.My-Accessories.co.uk.lnk
[08/18/2016 12:59:45] Success
Copy uninstall image file: C:\Users\Dell\AppData\Local\Temp\_ir_sf_temp_1\IRI MG1.JPG->C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate\IRIMG1.JPG
[08/18/2016 12:59:45] Success
Support file added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate\IRIMG1.JPG
[08/18/2016 12:59:45] Success
Copy uninstall image file: C:\Users\Dell\AppData\Local\Temp\_ir_sf_temp_1\IRI MG2.JPG->C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate\IRIMG2.JPG
[08/18/2016 12:59:45] Success
Support file added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate\IRIMG2.JPG
[08/18/2016 12:59:45] Success
Copy uninstall image file: C:\Users\Dell\AppData\Local\Temp\_ir_sf_temp_1\IRI MG3.JPG->C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate\IRIMG3.JPG
[08/18/2016 12:59:45] Success
Support file added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate\IRIMG3.JPG
[08/18/2016 12:59:45] Skipped
Copy uninstall primer file: C:\Users\Dell\AppData\Local\Temp\_ir_sf_temp_1\Ins tall.ico (Not needed by uninstall)
[08/18/2016 12:59:45] Skipped
Copy uninstall primer file: C:\Users\Dell\AppData\Local\Temp\_ir_sf_temp_1\Lic ense Agreement.htm (Not needed by uninstall)
[08/18/2016 12:59:45] Success
Registry key added to uninstall list: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstal l\Create A Plate
[08/18/2016 12:59:45] Success
Uninstall CP entry: DisplayName = Create A Plate
[08/18/2016 12:59:45] Success
Uninstall CP entry: UninstallString = "C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate\uninstall.exe" "/U:C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate\uninstall.xml"
[08/18/2016 12:59:45] Success
Uninstall CP entry: Publisher = www.My-Software.co.uk
[08/18/2016 12:59:45] Success
Uninstall CP entry: URLInfoAbout = http://www.my-software.co.uk
[08/18/2016 12:59:45] Success
Uninstall CP entry: HelpLink = https://www.my-help.co.uk
[08/18/2016 12:59:45] Success
Uninstall CP entry: Contact = [email protected]
[08/18/2016 12:59:45] Success
Uninstall CP entry: DisplayVersion = v2.2.6.0
[08/18/2016 12:59:45] Success
Uninstall CP entry: URLUpdateInfo = https://www.my-help.co.uk/index.php?...nloads&_a=view
[08/18/2016 12:59:45] Success
Uninstall CP entry: InstallLocation = C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate
[08/18/2016 12:59:45] Success
Uninstall CP entry: DisplayIcon = "C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate\Create A Plate.exe",0
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Uninstall\Create A Plate
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\Program Files (x86)\www.My-Software.co.uk\Create A Plate
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Masks
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Masks\Layouts
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Masks\Thumbnails
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Thumbnails
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Formats\Thumbnails\Gallery
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Downloads
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Gallery
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\ProgramData\www.My-Software.co.uk\Create A Plate\Images\Thumbnails\Downloads\Gallery
[08/18/2016 12:59:45] Success
Folder added to uninstall list: C:\Users\Dell\AppData\Roaming\Microsoft\Windows\St art Menu\Programs\Create A Plate
[08/18/2016 12:59:45] Notice
Start project event: On Post Install
[08/18/2016 12:59:45] Success
Run project event: On Post Install
[08/18/2016 12:59:45] Success
Display screen: Product Registration
[08/18/2016 12:59:57] Success
Display screen: Options
[08/18/2016 12:59:59] Success
Display screen: Finished Install
[08/18/2016 13:00:00] Notice
Start project event: On Shutdown
[08/18/2016 13:00:00] Success
Run project event: On Shutdown
[08/18/2016 13:00:00] Success
Delete image file: C:\Users\Dell\AppData\Local\Temp\_ir_sf_temp_1\IRI MG1.JPG
[08/18/2016 13:00:00] Success
Delete image file: C:\Users\Dell\AppData\Local\Temp\_ir_sf_temp_1\IRI MG2.JPG
[08/18/2016 13:00:00] Success
Delete image file: C:\Users\Dell\AppData\Local\Temp\_ir_sf_temp_1\IRI MG3.JPG
[08/18/2016 13:00:00] Success
Delete primer file: C:\Users\Dell\AppData\Local\Temp\_ir_sf_temp_1\Ins tall.ico
[08/18/2016 13:00:00] Success
Delete primer file: C:\Users\Dell\AppData\Local\Temp\_ir_sf_temp_1\Lic ense Agreement.htm
[08/18/2016 13:00:00] Notice
Exit setup process (Return code: 0)

[Ulrich]

I do not see anything in the log requesting a CD-ROM, and the setup finished successfully (Return code 0). Are you able to get a screen capture of this request for the CD-ROM?

Ulrich

[terrym]

Hi

I have requested the screenshot from the customer and will send over asap.

Thank you
Terry

[terrym]

Hi

Please find attached screenshot from our customer.

[Ulrich]

Interesting. This looks like the setup is unable to access the archive file on this user's computer. This could be happening if the anti-virus is locking the file and preventing access, or it actually deleted a part of the extracted files due to a false positive. If you are sure that your product is clean, then you may need to display a note such as Your antivirus software must allow you to install software. It may also help to know which antivirus your customer uses, so you could submit your product to the publisher, and have them fix their product.

Ulrich

[terrym]

Thank you, I have passed this on to our customer