[DRAFT Notes] Installer V2.0 and new Updater_PARTB

[DRAFT Notes] Installer V2.0 and new Updater

Note this article is still a WIP. Peter to finalize as the New Installer is now settled prior to end of August.

To add in:

there are two other options some users might need:

specify the directory/folders to install to - currently not available, being worked on by dev
using VERYSILENT? (need to check status)

----------------

(source: BigTech Room: Dimitris Sifakis, Jan 26, 4:35 AM)

The errors are divided in what part of the installer code the error happened.
For example, errors starting with 00xxx happen in the part that handles the input of the activation code, 50xxx is the part that handles the download, 10xxx are the errors in the core system. So this division is purely based on the different cpp files Danny has written for the installer.

Error text interface: This is the error text that is shown in the installer when it encounters an error. This text can cover more than 1 error code.

The table (https://docs.google.com/spreadsheets/d/107_JJz1Z8ZRCdxj4uDzniEUQeLvBCMU8VALqPk-8Xi4/edit#gid=0 ) we can add in the IKB somehow and each error should get a series of logical troubleshooting steps:
according to Danny, 99% of the time, all should be fixed by restarting the DM, same as before, if not working, AV, if connection issue, Firewall.

however, with the errors shown in the log it should be more narrowed down so in theory we'd know exactly where to look

---------

Dev GChat: Danny Floyd Dimitris, Peter:

error code 114 will never happen in silent mode because it won't check if activation code is valid. It only checks for if the file exists. .000, 001 and .cache.

This error (10456) can happen in interface and in silent mode. In interface mode when you press "Start installation" it will check if all files are there and also the cache. If not, installation cannot continue and you need to restart the DM to create a new cache.

console output updated, showing error codes.

with log being identical: logfile.txt

14:43:13 | 17-02-2022 -> (Init Pre completed with flags enabled: Silent(1) Installonly(0) IncludeSubVersion(0)) - File: F:\_CODE\Lumion_Downloader\Source\main.cpp - Line: 21
14:43:13 | 17-02-2022 -> (Next window state: LOADING_APP) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1312
14:43:13 | 17-02-2022 -> (Loading started.) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1324
14:43:13 | 17-02-2022 - Code: 10157 -> (Cache doesn't exist, run the DM in normal mode to download a new cache!) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreSystem.cpp - Line: 156
14:43:13 | 17-02-2022 -> (Next window state: SHOW_ERROR) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1312

----

this is an example when incorrect activation code and cancel installation: see logfile2.txt

Important notes from the Installer Issues Sheets

What is this?

12:41:23 | 17-02-2022 -> (Init Pre completed with flags enabled: Silent(0) Installonly(0) IncludeSubVersion(0)) - File: F:\_CODE\Lumion_Downloader\Source\main.cpp - Line: 21	
12:41:24 | 17-02-2022 -> (Next window state: LOADING_APP) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1316	
12:41:25 | 17-02-2022 -> (Interface started.) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1328	
12:41:25 | 17-02-2022 -> (Cache loaded.) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1344	
12:41:25 | 17-02-2022 -> (Textures uploaded to GPU.) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1371	
12:41:26 | 17-02-2022 -> (Next window state: ENTER_PRODUCTKEY) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1316	
12:41:30 | 17-02-2022 -> (Checking license...) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreDownload.cpp - Line: 81	
12:41:30 | 17-02-2022 -> (FileUpload::ServerSettingsFromUrl: https://downloadmanager.lumion3d.net/Lumion/DownloadManager8.ashx) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 572	
12:41:30 | 17-02-2022 -> (Disconnecting Lumion/DownloadManager8.ashx) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 349	
12:41:30 | 17-02-2022 -> (Opening connection for: Lumion/DownloadManager8.ashx) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 251	
12:41:30 | 17-02-2022 -> (InternetConnect downloadmanager.lumion3d.net 443) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 300	
12:41:30 | 17-02-2022 -> (Sending HTTP POST Headers:
Accept-Encoding: gzip,deflate
ActivationCode: DXCDGVDG
ComputerId: 3d432b03d14cd70312c3ccafac378b9c094a2185
Content-Type: application/x-www-form-urlencoded
Method: RequestDownload
User-Agent: Lumion Download Manager / 9.5) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 84	
12:41:31 | 17-02-2022 -> (HTTPSendRequest response headers:
HTTP/1.1 200 OK
Date: Thu, 17 Feb 2022 11:41:31 GMT
Content-Type: application/json; charset=us-ascii
Connection: keep-alive
CF-Ray: 6deebf400c629043-FRA
Cache-Control: private
Set-Cookie: ARRAffinity=2ffcedd6130e0eb275479b88a8a4332d13dee9e85629d376f936e98c038facff;Path=/;HttpOnly;Secure;Domain=downloadmanager.lumion3d.net
CF-Cache-Status: DYNAMIC
Expect-CT: max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct"
Set-Cookie: ARRAffinitySameSite=2ffcedd6130e0eb275479b88a8a4332d13dee9e85629d376f936e98c038facff;Path=/;HttpOnly;SameSite=None;Secure;Domain=downloadmanager.lumion3d.net
X-AspNet-Version: 4.0.30319
X-Powered-By: ASP.NET
Server: cloudflare
alt-svc: h3=":443"; ma=86400, h3-29=":443"; ma=86400

) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 175	
12:41:31 | 17-02-2022 -> (Disconnecting Lumion/DownloadManager8.ashx) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 349	
12:41:31 | 17-02-2022 - Code: 114 -> (The activation code you entered is not valid.) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreDownload.cpp - Line: 119	
12:41:35 | 17-02-2022 -> (Verify pressed by user.) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 212	
12:41:35 | 17-02-2022 -> (Checking license...) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreDownload.cpp - Line: 81	
12:41:35 | 17-02-2022 -> (FileUpload::ServerSettingsFromUrl: https://downloadmanager.lumion3d.net/Lumion/DownloadManager8.ashx) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 572	
12:41:35 | 17-02-2022 -> (Disconnecting Lumion/DownloadManager8.ashx) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 349	
12:41:35 | 17-02-2022 -> (Opening connection for: Lumion/DownloadManager8.ashx) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 251	
12:41:35 | 17-02-2022 -> (InternetConnect downloadmanager.lumion3d.net 443) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 300	
12:41:35 | 17-02-2022 -> (Sending HTTP POST Headers:
Accept-Encoding: gzip,deflate
ActivationCode: GBGKSRT2
ComputerId: 3d432b03d14cd70312c3ccafac378b9c094a2185
Content-Type: application/x-www-form-urlencoded
Method: RequestDownload
User-Agent: Lumion Download Manager / 9.5) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 84	
12:41:35 | 17-02-2022 -> (HTTPSendRequest response headers:
HTTP/1.1 200 OK
Date: Thu, 17 Feb 2022 11:41:35 GMT
Content-Type: application/json; charset=us-ascii
Connection: keep-alive
CF-Ray: 6deebf5b0ba99043-FRA
Cache-Control: private
CF-Cache-Status: DYNAMIC
Expect-CT: max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct"
X-AspNet-Version: 4.0.30319
X-Powered-By: ASP.NET
Server: cloudflare
alt-svc: h3=":443"; ma=86400, h3-29=":443"; ma=86400

) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 175	
12:41:35 | 17-02-2022 -> (Disconnecting Lumion/DownloadManager8.ashx) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileUpload.cpp - Line: 349	
12:41:35 | 17-02-2022 -> (Activation code verified, starting download...) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 218	
12:41:35 | 17-02-2022 -> (Next window state: RUNNING_DOWNLOAD) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1316	
12:41:35 | 17-02-2022 -> (Lumion download started.) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1454	
12:41:35 | 17-02-2022 -> (Opening connection: product-download-storage-v2.lumion3d.net) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileDownload.cpp - Line: 343	
12:41:35 | 17-02-2022 -> (Response headers: HTTP/1.1 200 OK
Date: Thu, 17 Feb 2022 11:41:36 GMT
Content-Type: text/plain; charset=UTF-8
Content-Length: 211
Connection: keep-alive
Last-Modified: Wed, 16 Feb 2022 08:50:03 GMT
ETag: "620cbabb-d3"
Cache-Control: public, max-age=0, s-maxage=31556952
X-Accel-Expires: @1676576428
Server: CDN77-Turbo
X-77-NZT: AcO1pA3ptH7/HDMBAA
X-77-NZT-Ray: bAjfuC57HDk
X-Cache: HIT
X-Age: 78620
X-77-POP: londonGB
X-77-Cache: HIT
Accept-Ranges: bytes

) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileDownload.cpp - Line: 431	
12:41:35 | 17-02-2022 -> (Finished file: ) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileDownload.cpp - Line: 89	
12:41:35 | 17-02-2022 -> (No CRC checked) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileDownload.cpp - Line: 118	
12:41:35 | 17-02-2022 -> (Download:  correct CRC. Download succesful.) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileDownload.cpp - Line: 151	
12:41:35 | 17-02-2022 -> (Opening connection: product-download-storage-v2.lumion3d.net) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileDownload.cpp - Line: 343	
12:41:35 | 17-02-2022 -> (Response headers: HTTP/1.1 200 OK
Date: Thu, 17 Feb 2022 11:41:36 GMT
Content-Type: text/plain; charset=UTF-8
Content-Length: 211
Connection: keep-alive
Last-Modified: Wed, 16 Feb 2022 08:50:03 GMT
ETag: "620cbabb-d3"
Cache-Control: public, max-age=0, s-maxage=31556952
X-Accel-Expires: @1676576428
Server: CDN77-Turbo
X-77-NZT: AcO1pA2DM97/HDMBAA
X-77-NZT-Ray: StwuGyiFxN4
X-Cache: HIT
X-Age: 78620
X-77-POP: londonGB
X-77-Cache: HIT
Accept-Ranges: bytes

) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileDownload.cpp - Line: 431	
12:41:35 | 17-02-2022 -> (Finished file: ) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileDownload.cpp - Line: 89	
12:41:35 | 17-02-2022 -> (No CRC checked) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileDownload.cpp - Line: 118	
12:41:35 | 17-02-2022 -> (Download:  correct CRC. Download succesful.) - File: F:\_CODE\Lumion_Downloader\Source\DownloadSystem\FileDownload.cpp - Line: 151	
12:41:45 | 17-02-2022 -> (Next window state: ENTER_INSTALLATION_INFO) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1316	
12:41:45 | 17-02-2022 -> (Lumion bin file data statistics retrieved.) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1480	
12:41:45 | 17-02-2022 -> (Failed to open registry key: Software\Microsoft\Windows\CurrentVersion\Uninstall\Lumion_12.0_Trial_Test) - File: F:\_CODE\Lumion_Downloader\Source\System\Registry.cpp - Line: 38	
12:41:49 | 17-02-2022 -> (Installation started by user while target folder is not empty: C:\Program Files\Lumion 12.0 Trial Test) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 501	
12:41:49 | 17-02-2022 -> (Next window state: RUNNING_INSTALLATION) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1316	
12:41:49 | 17-02-2022 -> (Starting installation of Lumion 12.0.2) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1493	
12:41:51 | 17-02-2022 -> (Installation cancelled activated by user!) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 559	
12:41:51 | 17-02-2022 -> (Next window state: INSTALLATION_FINISHED) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreInterface.cpp - Line: 1316	
12:41:52 | 17-02-2022 - Code: 10546 -> (Installation is cancelled!) - File: F:\_CODE\Lumion_Downloader\Source\CoreSystems\CoreSystem.cpp - Line: 574

logfile2.txt

Displaying logfile2.txt.

-----------------

Floyd: in Group room

Floyd van den Wijngaard

Yesterday 11:19 PM

@all about the new installer. Of course we hope the new installer won't cause any issues for our users. But if some users are walking into issues, that we can't resolve, we have the inno setup version as backup. In those situations send the suitable v2_dm.exe (they are available in the beta room) directly to the affected user. In the situation that shit really hits the fan, Arthur can swap the download in account.lumion.com to the innosetup. (The download url in the already sent emails will still point to the new installer). Of course we will resolve any issue with the new installer as quick as possible, and update the installer on the server

see Dimitris? prepared a (draft) article on this: https://lumion-knowledgebase.zendesk.com/knowledge/articles/4487108426514/en-us?brand_id=360001426299

Floyd van den Wijngaard

Yesterday 11:43 PM

In those situations send the suitable v2_dm.exe (they are available in the beta room) directly to the affected user Btw, don't give the user the url, but really send the dm.exe itself. (But I think that is something we do already if we need to share a specific DM with a user)

---------------------------------

from Danny: 6 April 2022

GDoc: https://docs.google.com/document/d/1ZAL-QV7Yb3cJtyaktxd3kuwwvUWpiL3q775eL32eh7Y/edit#

New Installer (v2.40.1)

Improved silent installation

There were some limitations with the new installer that prevented using it efficiently in deployment software. This has now been addressed in installer v2.40.1:

Added option to set a custom installation folder when installing in silent mode.
Added option to auto exit a silent installation

The parameters are changed compared to the previous version v2.39 and older. We did use `/silent` to do a silent install. With v2.40.1 this has been changed, see the available arguments. Every parameter has a short and a long version. Short parameters are using a single dash, long parameters are using a double dash.

-s or --silentinstall; silent installation

-e or --silentautoexit; auto continue after a silent installation has finished

-d or --silentinstalldir; custom installation directory when doing a silent installation

Examples

Silent installation in the default location

`Lumion_12_3_1_Download.exe -s` or `Lumion_12_3_1_Download.exe --silentinstall`

This will perform a silent install in the default location `c:\program files\Lumion 12.3`. When the installation is finished the user needs to press a key to continue

Auto continue after silent installation

`Lumion_12_3_1_Download.exe -s -e` or `Lumion_12_3_1_Download.exe --silentinstall --silentautoexit`

This will perform a silent install in the default location `C:\program files\Lumion 12.3`. When the installation is finished the installer will automatically exit

Silent installation in a custom directory

`Lumion_12_3_1_Download.exe -s -d “x:\custom”` or `Lumion_12_3_1_Download.exe --silentinstall --silentinstalldir “x:\custom”`

This will perform a silent install in the custom location “x:\custom”. When the installation is finished the user needs to press a key to continue

Note:

Our new installer doesn't uninstall Lumion installations that used the Inno setup version (Lumion_12_3_1_v2_download.exe). Please advise users that were given the Inno setup version, to manually uninstall that version before using this new version. Especially if they want to install this version in the same location they previously used.

Other changes in v2.40.1

Using the installer with the user interface. When the user selects the root of a drive, instead of giving an error, the installer will automatically add a Lumion installation folder.

For example, the user selects the “X:\” drive as custom installation location. Then the installer will automatically set the custom installation location to “X:\Lumion 12.3”.

-------------------------------------

Silent install prompts for Activation Key

https://lumion.zendesk.com/agent/tickets/34786

from the Installer 2.0 Gchat room:

Javier:

Any idea why a silent deploy would fail and display the error message

Error 65542: WGL: The driver does not appear to support OpenGL

Danny:

Did you check the log file that the installer was actually started in silent mode? Because in silent, OpenGL doesn't get started at all.

-------------------------------

Updated Installer version: 2.40.6

GChat June 2022

from this case:

Unusual error message from the new Installer. Please advise
And can you see anything else in the log file or system specs that is causing this issue?
https://lumion.zendesk.com/agent/tickets/36842

why this error message

when Windows is Operating System: Windows 11 Pro for Workstations 64-bit (10.0, Build 22000) (22000.co_release.210604-1628)

So the logfile.txt will now also log the windows version:
14:33:01 | 21-06-2022 -> (Windows build: major(10) minor (0) build (19044)) - File: D:\_CODE\_LUMION\Lumion_Downloader_v2\Source\CoreSystems\CoreSystem.cpp - Line: 1429

If there is an issue with retrieving the windows version then there are three additional errors that are written in the logfile.txt
1: The cache file is empty: 101405 MinimalWindowsBuild string is empty
2: (Wrong/unsupported) Characters in the windows build: 101411 MinimalWindowsBuild has characters which cannot be used
3: When it doesn't return any windows version at all: 101423 Unable to retrieve build number

Updated to enable logging:

v.2.40.7 with force logging. In CMD, bat or shortcut add -l or --forcelogging

1. Extract the Installer in a folder.
2. Right-click the Lumion_12_5_Download.exe file -> Create shortcut
3. Right-click the shortcut -> Properties -> Shortcut Tab -> in the 'Target' field type: --forcelogging
Note: there is a space is required before the text string which is required after the ". It should look like this:

server t obe updated about 24/06/2022

Update 3 Jan 2024:

Please enable a setting called "force logging". Here's how:

1.1: Right-click the Lumion_2023_4_2_Download.exe file -> Show More Options (if needed) -> Create Shortcut.

1.2: Right-click the shortcut -> Properties -> Shortcut Tab -> in the 'Target' field type: --forcelogging

Note: there is a space required before the text string which is required after the ". It should look like this:

1.3: Use that shortcut to run the Download Manager/Installer.

And then attach the logfile.txt.

--------------------------------------

note:

thes build reference 17763 is latest build for the same Windows Version 1809

--------------------------------------------------

Installation Temp folder (per setupLumionCommercial.bat in the installation):

installation_temp_folder=C:\Users\[yourusername]\AppData\Local\Temp\LumionInstallerData

---------------------------------------------

Some extra info:

When Lumion is started for the first time, it will create a folder in the Documents folder.

Lumion needs at least 30GB of free space at all times on the drive that this folder is located in. This is crucial for Lumion to work properly, as explained in the article below:

Knowledge Base: Why does Lumion need access to your computer's Documents folder?

What is the purpose of each folder?

Group Library

Library: This is where the Imported Models data is stored whenever a 3D file is imported/Livesynced or when a .LS Project file containing them is loaded. The 3D model data is stored in 4 different Lumion proprietary formats:

LIB: Model vertex data
MTT: Material data, which includes custom user textures.
TXX: only the model imported (embedded) textures
INN: this contains the thumbnail of the model

Materials: This is where Custom Materials are saved.

Miscellaneous: Stores sound files and video textures.

Projects: AutoSaved files can be found here.

Recent:

---------------------------------------------------------------------------

Chat: Installer Room

Thursday 1 Sept 2022

Danny van den Bree

Thu 3:09 AM

Peter Mellor: Hi Danny If the Installer sees the primary display device as something like Microsofts' Basic Display Device then will it immediately fail/not run? And even if there is a valid dedicated card as a secondary device?

I'm selecting primary monitor, this is usually the monitor where elements like the task bar or global menu bar are located.

Danny van den Bree

Thu 3:15 AM

Peter Mellor: @Danny van den Bree or @Floyd van den Wijngaard In the notes on the New Installer we have some notes from elsewhereLumion requires admin rights to be installed. Even if it is not run as administrator, the Lumion installer will ask for elevated rights when the installation begins ...

Download manager checks if it's started as admin, you cannot elevate program while running, only works by restarting it (this is done by the DM itself on launch). Because of this limitation, the DM needs admin from the start even tho you want to download Lumion only.

Danny van den Bree

Thu 3:18 AM

Peter Mellor: @Danny van den Bree Installer V2: What domains are accessed for the download. ...

We only have 2 domains, 1 for commercial and 1 for the trial builds. This is selected based on activation code, this cannot be manipulated since this data comes from our API service directly. I don't know if the domains have backup servers when the first one cannot be reached, this is something you need to ask Arthur about.

-----------------------------

CRC Download failed from server.

https://lumion.zendesk.com/agent/tickets/47227

user unable to get sorted for any other way than this:

Finally I made it. Give up the wi-fi and connected directly to the modem, it worked!

-------------

on uninstall user may get this message: Unable to remove folder: platforms

Installer V2 Room:

Peter

Mar 20, 1:32 PM

, Edited

@Danny van den Bree Any idea why this message occurred for L23? after a user Uninstalled, the final message was Unable to remove folder: platforms nothing in our V2 GSheet on Error Codes https://lumion.zendesk.com/agent/tickets/50261

Floyd van den Wijngaard

Mar 20, 9:38 PM

Sounds like it couldn't delete the platforms folder

in the lumion installation dir

Floyd van den Wijngaard

Mar 20, 9:41 PM

Aks for the logfile.txt

Dimitris Sifakis

Mar 20, 9:41 PM

will do, floyd

thanks\

but i think that stage was overcome

that guy managed to install succesfully afterwards. probably just dllhost keeping files occupied? but if he comes back,. we'll ask

Floyd van den Wijngaard

Mar 20, 9:56 PM

Not sure if the logfile.txt is still in the installation folder after he was able to do a full (re-)install

Peter

Mar 20, 10:07 PM

Was wondering what the term "platform" referred to?

Floyd van den Wijngaard

Mar 20, 10:12 PM

It contains the qwindows.dll. That is part of QT, which is used for part of the interfaces in Lumion, like text boxes and input fields

And somehow is was in use or blocked by another process like Dimitris suggested

Peter

Mar 20, 10:14 PM

OK, Thanks.

Peter

3 min

I managed to replicate (by accident) the message: "Unable to remove folder: platforms" when Lumion has not completely shut down - still doing so in the background and all files have not been removed

and yes logfile.txt showed files not able to be removed:

logfile.txt

Peter

1 min

, Edited

will add to our IKB for this (soon)

====================================

Cannot install 12.5, cannot uninstall 23

https://lumion.zendesk.com/agent/tickets/51476

not the usual, log here only

Trying to install/uninstall, not getting anywhere. 
Installer loads Lumion Logo and then disappears without visible error or background process, 
uninstaller errors with "Cannot create output directory"
Cannot find the path specified D:\Temp\LumionInstallerData

I realized the issue is on my end. Windows' TEMP and TMP directories were pointing 
to a drive that no longer existed. 

After I changed that, the install is now working as intended.

=========================

Updater issues:

1. Issue: Looped Updating - not completing, Unable to Install Update

https://lumion.zendesk.com/agent/tickets/50977

it then says there is an update.. its downlaods.. installs, gets to the end, says update complete, but underneath it says unable to install update in a red box.. and the learn more is crossed out (you cant click it).
i reopen, and it doesnt recognsie the update install and asks me to download it again and repeat process

possible Solution:

The issue that you are seeing with the updater is most of the time caused by the antivirus software, unfortunately.

To fix that please try the following:

1. Add an antivirus exclusion for Lumion.exe and the LumionUpdate folder ( C:\ProgramData\LumionUpdater ):

Knowledge Base: How do you resolve anti-virus and firewall problems?

2. And a firewall exclusion for Lumion.exe . Instructions below:

Knowledge Base: How do you add an exclusion for Lumion in Windows Defender and Windows Firewall?

If you are using different antivirus software, the steps should be similar and easy to look up.

3. After that is done, run Lumion as an Administrator and try to update again.

-------------

2. Issue: Lumion not prompting for updates

https://lumion.zendesk.com/agent/tickets/51485

Solution?:

Lumion updates are delivered straight in the product. Only the main version will appear on the Lumion Account and updates needs to be installed after the main version.

Regarding the issue the user is facing, let's try a few things.

1. In Windows File Explorer go to the main folder C:\ProgramData.

2. If there is a folder named LumionUpdater use Shift+Delete to remove it. If there is none, please just continue with step 3.

3. Manually create a new folder LumionUpdater.

4. In that folder create a new folder: lum23pro.

5. In the folder C:\ProgramData\LumionUpdater\lum23pro save the attached file: update.ini - extract it from the archive.

6. Add exclusions in the antivirus for:

folder: C:\ProgramData\LumionUpdater\
folder: C:\ProgramData\LumionUpdater\lum23pro
file: C:\ProgramData\LumionUpdater\lum23pro\update.ini
file: [lumion installation folder]\update000.exe

Instructions for exclusions:

Knowledge Base: How do you add an exclusion for Lumion in Windows Defender and Windows Firewall?

7. Reboot the PC and start Lumion again.

Let us know how things go and if anything is unclear.

>> ssee attachment:

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3. Unable to complete Update install - looping