4 Replies Latest reply on Jun 30, 2010 6:01 AM by YNAB

    Customer can't install AIR - error 3001 - (with installation log file)

    YNAB Level 1

      I have a customer that wasreceiving error 3001 when they try to install our app.  We put him through our normal course of troubleshooting steps that work for most everyone with installation trouble):

       

      (Our app is called YNAB 3)

        1. Go to Control Panel->Add/Remove Programs or Control Panel->Uninstall a Program
        2. Uninstall YNAB 3 and Adobe AIR if they are listed.
        3. Download and Run the Microsoft Installer Cleanup utility
        4. Remove any YNAB or AIR files shown by the utility
        5. Delete any AIR files or folders within: C:\Program Files\Common Files\
        6. Delete the "YNAB" folder or folders within: C:\Program Files\
        7. Download & Install Adobe AIR
        8. Download & Install YNAB 3

       

      He also tried running the installer with the -uninstall switch but he continues to have trouble.  The log files still points to error 3001, and now he says it is freezing when he tries to install AIR.  See this screenshot he sent:

      http://screencast.com/t/NDgwMTFm

       

      Any help you can offer would be greatly appreciated!

       

      Here are his most recent log file entries:

       

      [2010-06-28:13:13:38] Performing runtime install

      [2010-06-28:13:13:38] UI SWF load is complete

      [2010-06-28:13:13:39] UI initialized

      [2010-06-28:13:13:39] starting user confirmation

      [2010-06-28:13:13:39] Version of this installer: 2.0.2.12610

      [2010-06-28:13:13:39] Installation type: new

      [2010-06-28:13:13:42] starting install

      [2010-06-28:13:13:42] Scheduling runtime installation operations

      [2010-06-28:13:13:42] Scheduling an MSI install operation

      [2010-06-28:13:13:42] Beginning runtime installation

      [2010-06-28:13:13:42] Beginning install

      [2010-06-28:13:13:42] Installing c:\docume~1\patric~1\locals~1\temp\air45.tmp\setup.msi

      [2010-06-28:13:13:45] Copying C:\DOCUME~1\PATRIC~1\LOCALS~1\Temp\AIR45.tmp\Adobe AIR\Versions\1.0\Resources\airappinstaller.exe to C:\Documents and Settings\Default User\Application Data\Macromedia\Flash Player\www.macromedia.com\bin\airappinstaller\airappinstaller.exe

      [2010-06-28:13:13:46] Copying C:\DOCUME~1\PATRIC~1\LOCALS~1\Temp\AIR45.tmp\Adobe AIR\Versions\1.0\Resources\digest.s to C:\Documents and Settings\Default User\Application Data\Macromedia\Flash Player\www.macromedia.com\bin\airappinstaller\digest.s

      [2010-06-28:13:13:46] Execution complete; beginning commit phase

      [2010-06-28:13:13:46] Commit complete

      [2010-06-28:13:13:46] install complete

      [2010-06-28:13:13:49] error during install: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="Error #3001" errorID=3001]

      [2010-06-28:13:13:49] runtime install entering error state: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="Error #3001" errorID=3001]

      [2010-06-28:13:13:54] begin quitting

      [2010-06-28:13:40:49] UI SWF load is complete

      [2010-06-28:13:40:49] starting uninstall

      [2010-06-28:13:40:49] Scheduling an MSI uninstall operation for active product GUID {B194272D-1F92-46DF-99EB-8D5CE91CB4EC}

      [2010-06-28:13:40:50] Beginning install

      [2010-06-28:13:40:50] Uninstalling product w/ GUID {B194272D-1F92-46DF-99EB-8D5CE91CB4EC}

      [2010-06-28:13:40:54] Copying C:\Documents and Settings\Default User\Application Data\Macromedia\Flash Player\www.macromedia.com\bin\airappinstaller to C:\Documents and Settings\Patrick Hislastname\Local Settings\Temp\fla55.tmp\temp

      [2010-06-28:13:40:54] Deleting C:\Documents and Settings\Default User\Application Data\Macromedia\Flash Player\www.macromedia.com\bin\airappinstaller

      [2010-06-28:13:40:54] Deleting C:\Documents and Settings\Default User\Application Data\Macromedia\Flash Player\www.macromedia.com\bin\airappinstaller failed; ignoring

      [2010-06-28:13:40:54] Execution complete; beginning commit phase

      [2010-06-28:13:40:54] Deleting C:\Documents and Settings\Patrick Hislastname\Local Settings\Temp\fla55.tmp\temp

      [2010-06-28:13:40:54] Commit complete

      [2010-06-28:13:40:54] install complete

      [2010-06-28:13:40:54] begin quitting

      [2010-06-28:13:43:45] Performing runtime install

      [2010-06-28:13:43:45] UI SWF load is complete

      [2010-06-28:13:43:46] UI initialized

      [2010-06-28:13:43:46] starting user confirmation

      [2010-06-28:13:43:46] Version of this installer: 2.0.2.12610

      [2010-06-28:13:43:46] Installation type: new

      [2010-06-28:13:43:49] starting install

      [2010-06-28:13:43:49] Scheduling runtime installation operations

      [2010-06-28:13:43:49] Scheduling an MSI install operation

      [2010-06-28:13:43:49] Beginning runtime installation

      [2010-06-28:13:43:49] Beginning install

      [2010-06-28:13:43:49] Installing c:\docume~1\patric~1\locals~1\temp\air59.tmp\setup.msi

      [2010-06-28:13:43:53] Copying C:\DOCUME~1\PATRIC~1\LOCALS~1\Temp\AIR59.tmp\Adobe AIR\Versions\1.0\Resources\airappinstaller.exe to C:\Documents and Settings\Default User\Application Data\Macromedia\Flash Player\www.macromedia.com\bin\airappinstaller\airappinstaller.exe

      [2010-06-28:13:43:53] Copying C:\DOCUME~1\PATRIC~1\LOCALS~1\Temp\AIR59.tmp\Adobe AIR\Versions\1.0\Resources\digest.s to C:\Documents and Settings\Default User\Application Data\Macromedia\Flash Player\www.macromedia.com\bin\airappinstaller\digest.s

      [2010-06-28:13:43:53] Execution complete; beginning commit phase

      [2010-06-28:13:43:53] Commit complete

      [2010-06-28:13:43:53] install complete

      [2010-06-28:13:43:57] error during install: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="Error #3001" errorID=3001]

      [2010-06-28:13:43:57] runtime install entering error state: [ErrorEvent type="error" bubbles=false cancelable=false eventPhase=2 text="Error #3001" errorID=3001]

      [2010-06-28:13:43:58] begin quitting

      [2010-06-28:13:46:53] UI SWF load is complete

      [2010-06-28:13:46:54] UI initialized

      [2010-06-28:13:47:19] begin quitting

      [2010-06-28:13:47:22] UI SWF load is complete

      [2010-06-28:13:47:23] UI initialized

      [2010-06-28:13:49:26] begin quitting

      [2010-06-28:13:50:45] UI SWF load is complete

      [2010-06-28:13:50:46] UI initialized

      [2010-06-28:13:51:41] begin quitting