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How do you resolve Installer (v2) problems - Installation issues?

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Installing Lumion

You have been trying to install Lumion, but there is a problem after the download and during the installation phase.  The Lumion Installer (also referred to as Installer) shows an error message.

Please follow the instructions in the sections below that correspond to the error message you are seeing when trying to install Lumion.

If you are having problems with using the Updater once Lumion has been installed?  See this article, Section 7:

 

Error Message:

1. The Lumion Installer Cache file does not exist.

2-9. There is an issue with the installation cache file.

10-11. No admin rights or write access in the selected installation folder.

12-13. Not enough disk space.

14. Installation has failed.

15. Silent Mode.

16.  Installer - no flags were set.

 

If after trying the suggested fix you still get the same error message then see Section: Still not working? Contact Us.

If you are having trouble deploying a silent installation of Lumion, see Section 15. Silent Mode.

 

Why is the installation not working?

Installer2023Screenshot.png

 

1. Error Message:  The Lumion Installer Cache file does not exist.

[Our reference: Inst01, 10157]

Explanation:

You are running the Installer in Silent Mode via a (CMD) command console.

The Lumion cache file (required) does not exist (it has been removed or deleted by something else) or there is no internet access.

How To Fix:

1.1: Run the Installer in normal mode, that is, via the interface and not the command console to get the cache file. 

1.2: When the cache file has been downloaded (less than 1.5MB) then try again in Silent Mode.

1.3: Still getting the same error message?  If so, then first see Section 15. Silent Mode:

 

Note: Sections 2 to 9 all have the same error message for the Installer.  Please follow the steps in each section.

 

2. Error Message:  There is an issue with the installation cache file.

[Our reference: Inst02, 10197]

Explanation - possible causes:

The Lumion temporary folder does not exist or the folder cannot be created.  The cache file extract has failed.

The Windows user permissions were not sufficient to allow the Installer to create the temporary folder.

The cache file itself is outdated or corrupted.

How To Fix:

2.1: Set Windows permissions to Administrator.  Close the Installer. Right-click the Installer '.exe' file.  Select 'Run as Administrator'.

2.2: Else log in to Windows with an account that is an administrator and try again.

 

3.  Error Message:  There is an issue with the installation cache file.

[Our reference: Inst03, 10205]

Explanation:

The Lumion Installer is unable to read the file 'meta.json' if the cache is invalid.

How To Fix:

3.1: Close the Installer.

3.2: In Windows File Explorer, go to the folder where you have saved the Installer.

3.3: Delete the '.cache' file and restart the Installer.

 

4. Error Message: There is an issue with the installation cache file.

[Our reference: Inst04, 10214]

Explanation:

The 'Meta.json' file extracted from the '.cache' file was found on disk but was corrupted or an incorrect structure.

How To Fix:

4.1: Close the Installer.

4.2: In Windows File Explorer, go to the folder where you have saved the Installer.

4.3: Delete the '.cache' file and restart the Installer.

 

5. Error Message:  There is an issue with the installation cache file.

[Our reference: Inst05, 10252]

Explanation:

Files required were not found on the server.

How To Fix:

See Section: Still not working? Contact Us.

 

6. Error Message:  There is an issue with the installation cache file.

[Our reference: Inst06, 10264]

Explanation:

Assets needed for the Installer were not found on the Lumion server.  If there is no connection error:- see Section 7: Error Message: There is a problem with the connection from or at your PC to the Lumion servers to get the installer files, in this article:

 

then the files are most likely being blocked by antivirus or security software.  

How To Fix:

See the steps in this article, Section 3.2.2:

 

7. Error Message:  There is an issue with the installation cache file. Json data is empty!

[Our reference: Inst01, 10291]

Explanation:

A required resource file for the Installer was able to be written to the temporary folder, however, it has zero (0) byte size (no data).

How To Fix:

Please check if you have other security systems (for example BeyondTrust) monitoring your system and possibly blocking the download or the installation.

 

Else, see Section: Still not working? Contact Us.

 

8. Error Message:  There is an issue with the installation cache file.

[Our reference: Inst08, 10299]

Explanation:

A required resource file for the Installer was able to be written to the temporary folder, however, it has invalid content.

How To Fix:

See Section: Still not working? Contact Us.

 

9. Error Message:  There is an issue with the installation cache file.

[Our reference: Inst09, 10366]

Explanation:

The Installer failed to create the temporary folder needed.  This indicates a lack of user permissions on the system.

See also Section 2:  Error Message: There is an issue with the installation cache file.

How To Fix:

9.1: Set Windows permissions to Administrator.  Close the Installer. Right-click the Installer '.exe' file.  Select 'Run as Administrator'.

9.2: Else log in to Windows with an account that is an administrator and try again.

 

 

Note: Sections 10 to 11 have the same error message for the Installer.  Please follow the steps in each section.

 

10a. Error Message:  The Installer does not have admin rights.

Installer-Something went wrong-No Admin rights.png

 Explanation:

There are insufficient Administration Rights that Windows requires to install Lumion for your Windows User level when you log in to your PC.

You need Administrator rights (Windows permissions) as a user to install to the \Program Files folders. 

The default folder location is C:\Program Files\Lumion [version]. 

How To Fix:

Make sure you have the correct permissions to install or write files:

10.1: Set Windows permissions to Administrator.  Close the Installer. Right-click the Installer '.exe' file (Lumion_[version]_Download.exe).  Select 'Run as Administrator'.

Run as Administrator_c.png

10.2: Else log in to Windows with an account that is an administrator and try again.

 

10.3: Then follow the steps in this article in Section: 3.2: Antivirus or Firewall is blocking the Installer:

 

10b. Error Message:  No write access in the selected installation folder.

Explanation:

There is no write access to save files to the installation folder.  The default folder location is C:\Program Files\Lumion [version].  You must have at least write file permission as a user to the \Program Files folders. 

How To Fix:

See Section 10a above.

 

11. Error Message:  No write access in the selected installation folder.

[Our reference: Inst14, 10479]

Explanation:

There is no write access to create the installation folder.  The default folder is C:\Program Files\Lumion [version].  Other drives can also be used.  You must have at least create folder permission as a user to the \Program Files folders.   This problem is similar to that in section 10 above but relates to the access to the required folders.

How To Fix:

See Section 10a above.

 

Note: Sections 12 and 13 have the same error message for the Installer.  Please follow the steps in each section.

 

12. Error Message:  Not enough disk space.

[Our reference: Inst15, 10513]

Explanation:

Before the installation commences the Installer checks to see if there is enough free file space for the installation.  If not, then this message is displayed.

How To Fix:

If the drive where you are installing Lumion does not have enough free file space then you will need to cancel the installation and free up some space.

You need to free up file space on the drive where you are installing Lumion.

See this article for the file space requirements for the installation of Lumion.

Please also verify that there will be at least 30 GB of free file space on your C:\ (operating system) drive. after a successful installation.  That is, the free space needs to be the installation file space required + the 30GB.

To help free up file space see Section 2. Free up File Space: in the above article.

 

13. Error Message:  Not enough disk space.

[Our reference: Inst16, 10529]

Explanation:

During the installation, not all installation files or folders can be installed correctly because there is not enough disk space.  This can happen even though the Installer checks free file space before it starts because other processes might use or download and use up the file space.

How To Fix:

See the steps above in Section 12:  Error Message:  Not enough disk space.

 

14. Error Message:  Installation has failed.

 [Our reference: Inst01, 10586]

Explanation:

A final message if anything has failed in the installation process.

How To Fix:

See Section: Still not working? Contact Us.

 

15. Silent Mode.

See also: Section 1. Error Message:  The Lumion Installer Cache file does not exist.

15.1: If you are using the Lumnion Installer in Silent Mode (via a  CMD command console for things like batch install across a network) and get error messages not covered by those above.

15.2: Some errors will only be logged to the logfile.txt file and not displayed. 

15.3: Then click on the Contact Us button above in Section: Still not working? Contact Us (below).

15.4: For further details on using Silent Mode, see this article:

 

16. Installer (Update process) - no flags were set.

 [Our reference: Inst17, 10353]

The Installer message is" Running in update000 but no flags were set to be in update download or

update install mode."

Installer error 10353 running in update000 but no flags.png

Explanation:

You have tried running the Update000.exe file in the installation folder either directly or via a Windows shortcut icon.  

This exe file should only be run by and from within Lumion.

How To Fix:

Close Lumion if open. 

Then please start Lumion and follow the steps within Lumion to download and install any pending updates.  See:

 

 

Still not working? Contact Us:

Click on this Contact Us button and let us know the error message and 'Our reference' as shown with each message in the above sections.  Also, please attach to your Support Request the logfile.txt file that should be in the same folder that the Installer is.

Contact Us

 

See Also:

 

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