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More => Old Versions => JRiver Media Center 27 for Windows => Topic started by: KIFFKI on September 20, 2020, 11:57:24 am

Title: MC 27 will not install after upgrade to win 10 pro
Post by: KIFFKI on September 20, 2020, 11:57:24 am

I recently upgraded from win 10 64bit to win 10 pro 64. Decided to start fresh as I was having boot issues. At the same time I purchased and installed Webroot virus and malware protection. When I attempted to install MC 27 it was a no go. This was a fresh download from this site. It would extract and ask for permission and then nothing. After many attempts and turning off Webroot and windows protection I went as far as uninstalling Webroot. My attempts at installation are as an administrator. The strangest thing is that as I have licenses for a few previous versions, and I tried MC 25. It installed fine. Any difference between the two versions that could cause this? Thanks

Title: Re: MC 27 will not install aftre upgrade to win 10 pro
Post by: Awesome Donkey on September 20, 2020, 12:18:36 pm

Very likely it's caused by antivirus, e.g. Windows Defender in this case.

Title: Re: MC 27 will not install aftre upgrade to win 10 pro
Post by: JimH on September 20, 2020, 12:57:58 pm

Here's a report of an uninstall problem with Webroot:
https://community.webroot.com/webroot-secureanywhere-antivirus-12/can-t-remove-webroot-336993

This isn't an MC problem.  Antivirus doesn't treat one version of MC the same as another. 

Title: Re: MC 27 will not install aftre upgrade to win 10 pro
Post by: KIFFKI on September 20, 2020, 01:05:53 pm

I was thinking virus protection also and so uninstalled web root and disabled windows firewall/defender. Webroot appears to have uninstalled correctly. Thanks

Title: Re: MC 27 will not install aftre upgrade to win 10 pro
Post by: KIFFKI on September 20, 2020, 06:57:27 pm

I am at a loss. No firewall or virus protection in place. Running as an administrator. MC 25 working fine. MC 26/27 will not install. Does anyone know of any setting within win 10 pro that differ from win 10 that may need to be tweaked. I have no experience with the pro version.

Title: Re: MC 27 will not install aftre upgrade to win 10 pro
Post by: JimH on September 20, 2020, 10:10:37 pm

You are running Windows Defender.  It needs to be configured.

Title: Re: MC 27 will not install aftre upgrade to win 10 pro
Post by: KIFFKI on September 21, 2020, 12:13:56 am

I have disabled defender. I also gave the installation file an exception/permission. Not sure what else I can do. MC 27 was working great before I upgraded. Wishing now I had remained on Win 10 Home edition.

Title: Re: MC 27 will not install aftre upgrade to win 10 pro
Post by: RoderickGI on September 21, 2020, 01:21:43 am

There is no significant difference between Windows 10 Home and Windows 10 Pro that would be causing this issue.

There have, however, been many changes to Windows security, and one of them is probably causing the problem.

The first thing I would try is to download the installation file again, just in case there was an issue with the download up until now, then scan it with whatever security software you still have installed, and then try the installation again.

If that fails, as you have uninstalled Webroot you should uninstall the Malware protection software as well, as the next step. Make sure you reboot the PC after doing that, to ensure all components are removed. Check that nothing is left running of those two applications. Then try the installation again.



Disabling Microsoft Defender (that is what it is called these days) does not turn off all Windows Security components, or even completely stop Defender from working, I believe. Defender cannot be turned off fully via the GUI. It can only be done via Administration Policies. You will have to Google how to do that if you want to try.

If Microsoft Defender is the only security software installed now, you need to configure it as per the Taming Windows Defender (https://yabb.jriver.com/interact/index.php/topic,114101.0.html) thread. Read that fully and decide how you want to do that, as it can be done in several ways. The discussion is worth reading before you implement it.

Microsoft Defender has many aspects now, not just Antivrus and Firewall. It could be that "App & Browser Control" is blocking the installation. Search in Windows for "Windows Security" and check all settings. I have that turned off as I use Norton Security products.

There may be other security components interfering. Make sure User Access Control (UAC) is set to the default level, or higher, so that you see notifications of changes to Windows when running the installer.

You also want other security components set to provide Notifications, or be in "Verbose Mode", so that Windows tells you when the installation is being blocked. I can't check as none of that is active with Norton installed.

Failing all that, open the Windows Event Viewer, try to run the installation, and see if any events are reported under Windows Logs. It could be in any of them, but likely in the Application, Security, or Setup logs.

See how you go.

Title: Re: MC 27 will not install aftre upgrade to win 10 pro
Post by: KIFFKI on September 21, 2020, 01:00:09 pm

Firstly I want to thank you for the in depth response. I have followed your advice but as yet no luck. The event log under apps showed the following.  1953684827253769092
   4
   APPCRASH
   Not available
   0
   Install.exe_unknown
   0.0.0.0
   5f63a311
   JRImage.dll
   27.0.13.0
   5f63a400
   c0000005
   0000000000043fb3
   
   
   \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB528.tmp.WERInternalMetadata.xml
   \\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Install.exe_unkn_ecbc85620f423d5632ea5b56ce88f92d7f13b56_a338f7a4_8986eb6b-500a-4407-806c-16b09fc7bfc2
   
   0
   bb631285-e7fc-4e17-83ff-79f3b9891aff
   268435456
   6b51054a61cbb12edb1ce1ffd3880384
   0
Unfortunately I don't understand the report or what it may point me to as a resolution. Again, thanks.

Title: Re: MC 27 will not install aftre upgrade to win 10 pro
Post by: JimH on September 21, 2020, 01:28:55 pm

RoderickGI gave you some things to try.

Title: Re: MC 27 will not install after upgrade to win 10 pro
Post by: Awesome Donkey on September 21, 2020, 01:34:32 pm

JRImage.dll crashing, that's something I haven't seen reported before.

What PC hardware are you using?

Title: Re: MC 27 will not install after upgrade to win 10 pro
Post by: JimH on September 21, 2020, 02:07:11 pm

You could also update to 27.0.15.
https://yabb.jriver.com/interact/index.php/topic,126949.0.html

Title: Re: MC 27 will not install after upgrade to win 10 pro
Post by: zybex on September 21, 2020, 02:48:28 pm

Image:     JRImage.dll
Version:   27.0.13.0
Timestamp: 5f63a400
Exception: c0000005 [Access Violation]
Address:   0000000000043fb3

@Hendrik @AwesomeDonkey @JRiver, any chance of finding the responsible line in the source code via this address offset?

Note that Access Violation usually happens with an out-of-bounds array access.

Title: Re: MC 27 will not install after upgrade to win 10 pro
Post by: KIFFKI on September 21, 2020, 03:03:31 pm

The link to the latest version didn't help. I will see if I can figure out how to do a screen capture of my computer info paste to this dialog.
 

Title: Re: MC 27 will not install after upgrade to win 10 pro
Post by: zybex on September 21, 2020, 03:07:07 pm

Kiffki, I suggest you create a crash dump and provide it to JRiver team for debugging:
https://helgeklein.com/blog/2018/10/creating-an-application-crash-dump/

You may need to compress it and use a file sharing service if the filesize is too large.
I'm not part of MC team, so I don't know if they will look at it, but I think it's the best option to find the crash root cause.

Title: Re: MC 27 will not install after upgrade to win 10 pro
Post by: KIFFKI on September 21, 2020, 04:34:47 pm

Thanks a bunch guys. I got brave/foolish and decided to peruse the registry files. I don't have the skills that are needed to do this but I got lucky. Digging around I found several files relating to MC 26 and MC 27. Didn't think they should be there prior to the program being installed so I deleted them and it's all good. Must have been remnants from prior install. In any case MC 27 is running and I am a happy camper. Thanks again guys ...you rule.

Title: Re: MC 27 will not install after upgrade to win 10 pro
Post by: Zootsuit on September 23, 2020, 06:48:42 am

I had abandoned installing 27 for the time being, and while working on other programs I suddenly received a pop-up saying Windows Defender had blocked its installation, did I want to authorize it, when I hit the authorization button, 27 seems to have installed immediately. (Apparently Express Installation, even though I had selected Custom Installation - I got that far.)

Bizarre - something had been working behind the scenes even while I thought installation was stopped. Not sure there's any object lesson other than to walk away from installation while its hanging, sooner or later, something will turn up. And check Awesome Donkey's prior post to make sure you've authorized 27 fully in accordance with his very helpful directions.

(I had a clue re this possibility - earlier, I had checked with regedit and elements of 27 were in the directory even though at that point there was no evidence it had installed.)

Title: Re: MC 27 will not install after upgrade to win 10 pro
Post by: RoderickGI on September 23, 2020, 05:17:09 pm

I wouldn't be surprised if Defender was running Heuristics on the installation or checking back with a server somewhere if the installation file had a good reputation, much like the Norton Insight functionality.

So I think your advice is good: If it looks like the installation isn't working, walk away and give it time.

Some of this is relevant, though not all for the home user. It's Enterprise level stuff, but educates.
https://www.youtube.com/watch?v=rRJAsS5HGnI


JRiver, while all the major executables included in the download are all digitally signed, including the PackageInstaller, I just noticed that the "Media Editor.exe", "CDLabeler.exe", "DCRaw.exe", and all the DLLs aren't signed. Even Microsoft doesn't sign all DLLs, but they do seem to sign some.

Maybe Defender is picking up on those unsigned exe's when the PackageInstaller extracts them?