HL 3.1 install issues

[chiefweasel]

I have been unable to load the new update for HL. It goes through the process but when it says that it needs to restart HL, the app just closes and does not install the update, it just shuts down HL. Is this happening to anyone else?

I have a Vista machine, and have had isues with the license as well not being recognized in the past. in fact i still cant use the authoring kit due to a license problem.

 

[Colen]

Does Hero Lab work correctly after you restart manually?

Try running Hero Lab in administrator mode once and reinstalling your license - does it work correctly then?

 

[rob]

Once installed, if you have problems running Hero Lab, please trying configuring it for Windows 2000 compatibility. You can do this by right-clicking on the shortcut, selecting Properties, and then configuring the compatibility setting.

 

[chiefweasel]

It runs fine without the update, but as 3.0.

I am hesitate to reinstall the license with all the problems I have had/am still having with the license. last time i tried it i lost all the files i had worked on, none of them worked anymore and i had to re-create a months worth of work. i still cant get the lincense for the authoring kit to work at all.

I tried running it as Windows 2000 compatable but the same thing happened. the file installs, then closes HL to restart it and it never restarts.

 

[lordrodd]

I'm having the same issue. I'm running Vista Ultimate.

 

[lordrodd]

I downloaded the file from the website and manually installed it successfully. It just wouldn't do it automatically from within the program.

 

[chiefweasel]

good to know, i'll give that a try and see what happens, thanks. Must be something special to Vista.

 

[dchoey]

I tried to use the automatic update to go from HL 3.0 to HL 3.1 on my Vista PC. Twice it downloaded the update successfully and started the upgrade process. HL shut down and then a dialog box quickly flashed on the screen. I had success when I ran HL as administrator by right clicking on the menu item and selecting Run as administrator. The update downloaded and this time completed. After installing 3.1, I have had no problem with the updating the data files. Searching my system logs I found the following in the UAC event log.

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Microsoft-Windows-UAC" Guid="{e7558269-3fa5-46ed-9f4d-3c6e282dde55}" />
<EventID>1</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>1</Task>
<Opcode>0</Opcode>
<Keywords>0x8000000000000000</Keywords>
<TimeCreated SystemTime="2009-02-16T12:01:51.156Z" />
<EventRecordID>6</EventRecordID>
<Correlation />
<Execution ProcessID="3092" ThreadID="2932" />
<Channel>Microsoft-Windows-UAC/Operational</Channel>
<Computer>Sam</Computer>
<Security UserID="S-1-5-21-3214457762-2310419561-3472014278-1003" />
</System>
<EventData />
</Event>

This event is listed for each attempt that I made to update from 3.0 to 3.1. Hopefully this data will help indicate the problem for the Lone Wolf team.

 

[dchoey]

good to know, i'll give that a try and see what happens, thanks. Must be something special to Vista.

The problem is the User Account Control (UAC) that was introduced in Vista. UAC gives improved security as a program requiring administration rights has to request it. A dialog box usually pops up for you to give approval, and then everything proceeds. Problems occur with older software not written for Vista as it doesn't request admin privilleges. You can run a program as administrator by right-clicking and selecting the option. I am guessing that something is not right in the way the automatic update procedure as a manual download is working for other people.

 

[dchoey]

I found a better event viewer (wevtutil.exe) and got the following from the UAC event log:

Event[6]:
Log Name: Microsoft-Windows-UAC/Operational
Source: Microsoft-Windows-UAC
Date: 2009-02-16T21:34:36.127
Event ID: 1
Task: N/A
Level: Error
Opcode: Info
Keyword: N/A
User: S-1-5-21-3214457762-2310419561-3472014278-1003
User Name: Sam\David
Computer: Sam
Description:
The process failed to handle ERROR_ELEVATION_REQUIRED during the creation of a child process.