Author Topic: Please read this before posting an installation problem  (Read 36080 times)

Offline dchernyakov

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Please read this before posting an installation problem
« on: July 27, 2010, 07:23:54 AM »
Hi Guys
If you have a problem with CIS installation - the faster way developers will analyse and fix it is to support them with proper logs.
Please follow the steps below and attach created files to your report message.

1. Download DebugView from Microsoft site: http://technet.microsoft.com/en-us/sysinternals/bb896647.aspx

2. Run it with administrator privileges

3. In the DebugView menu please select:
   a) menu File -> Log to file as... -> Log file edit box -> select a file (or type a filename) which you will be able to find later
   b) menu Capture -> Capture Win32
   c) menu Capture -> Capture Global Win32 (dont worry if this submenu item does not exist)

4. Using cmd.exe, run firewall installer with the following parameter: -log. This command will create log file in the your %temp% directory, called approx like this: cisinstaller_11-05-25 21.32.07.log

5. After your installer shows an error message, close it, and wait for a few seconds to let all processes finish, then look for another log file:
    a) go to the your TEMP directory. Fastest way to do this is to write the following command in the cmd.exe: explorer %temp% (+ press enter). Alternatively you can write %temp% in the Windows explorer's address bar.
    b) in the TEMP directory you will find a file called approx like this: cis_10-07-19 20.23.46.log, where "10-07-19 20.23.46" is the installation date and time (of course, your actual date and time will be different)

6. a) Download Autoruns utility (http://technet.microsoft.com/en-us/sysinternals/bb963902.aspx)
    b) In the downloaded archive you have two utilities: autoruns.exe and autorunsc.exe. You'll need the 1st one (autoruns.exe), run it in the command line as follows:
    autoruns.exe -v -a autoruns.arn
    c) wait till the utility finishes scanning of the system and closes. After it closes, next to the utility you will find autoruns.arn file. Zip it and send it to me via e-mail skalenchuk[at]comodo.com (please do not post it as an attachment on the the forum).

7. As a result you will have 3 log files avaulable:
    - from point 3-a
    - from point 4
    - from point 5-b
    - from point 6-c
Please zip these files and attach to the your message (except log from 6c). I will check these files and try to assist you.

Please do not hesitate to ask questions should you find above explanation not clear.
« Last Edit: May 25, 2011, 02:33:30 PM by elGeminy »

Offline thaddeus

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Re: Please read this before posting an installation problem
« Reply #1 on: August 08, 2010, 10:00:00 PM »
hi there! i've tried almost everything including manually removing cis3 and it still doesnt work for me!
please help!

attached are the logs. :)

[attachment deleted by admin]

Offline crissz

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Re: Please read this before posting an installation problem
« Reply #2 on: August 16, 2010, 02:53:06 PM »
i have tryed this it does not work i cannot monitor an installation because im not getting one, i get nothing when i click on the setup i have tryed debugview before, it will not log anything there is nothing to log. i have checked the temp nothing there also.... every other setup,msi, works. but the new one will not load.

Offline crissz

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Re: Please read this before posting an installation problem
« Reply #3 on: August 16, 2010, 05:39:55 PM »
i just used active bootdisk and did a restore to a fresh copy the new installer now works im going to remove the older 3.1 with revo uninstaller and install the new version 4 and see if the installer still works after that

Offline crissz

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Re: Please read this before posting an installation problem
« Reply #4 on: August 16, 2010, 05:57:33 PM »
all works good now, thanks all comodo staff for your time.

Offline EricJH

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Re: Please read this before posting an installation problem
« Reply #5 on: August 17, 2010, 09:54:55 AM »
Stickied.

Offline FKlusmann

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Re: Please read this before posting an installation problem
« Reply #6 on: August 28, 2010, 08:25:58 PM »
Hello and thank you for the quick reply.

FWIW I did not recognize a link this this page from the FAQ or did it come up when I searched.

I downloaded and ran Dbgview.exe

Step 6 asks for  3 log files available:
    - from point 3-a
    - from point 4
    - from point 5-b

I did not find these.

On a second run I deleted (except JET2534.tmp) everything from C:\Documents and Settings\Owner\Local Settings\Temp before running "C:\Documents and Settings\Owner\My Documents\Downloaded\cfw_installer_x86.exe" " -log CFWlog.txt"

I attach my \Temp.zip for your review.

Thank you for your help!

-- Fred

[attachment deleted by admin]

Offline Dennis2

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Re: Please read this before posting an installation problem
« Reply #7 on: August 29, 2010, 04:37:07 AM »
I have move the above post so you may please reply to the member asking him to post any further replies here.

Post moved from here.

Thank you
Dennis
« Last Edit: August 29, 2010, 04:40:26 AM by Dennis2 »
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Offline Fire 1b

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Re: Please read this before posting an installation problem
« Reply #8 on: August 30, 2010, 07:46:45 PM »
I know that you asked for the Debug files however i cant even get that far the newist (just downloaed to night) installer gets as far as asking which langue to use then says.

This installation does not support the target platform.

this is a new computer with no Commodo installed before .

Running Windows 7 64 bit.

any help is apreciated as i have just unenstalled the trial form norton to load the comodo

Offline elGeminy

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Re: Please read this before posting an installation problem
« Reply #9 on: August 31, 2010, 07:48:11 AM »
hi Fire 1b,

I know that you asked for the Debug files however i cant even get that far the newist (just downloaed to night) installer gets as far as asking which langue to use then says.

This installation does not support the target platform.

this is a new computer with no Commodo installed before .

Running Windows 7 64 bit.

any help is apreciated as i have just unenstalled the trial form norton to load the comodo

To run installation under 64-bit Windows, you need to download and install x64-version of installer. Here is it:
http://download.comodo.com/cis/download/installs/standalone/cispremium_installer_x64.exe
or
http://download.comodo.com/cis/download/installs/installer_data/binaries/cispremium_installer.exe

If its wont work, run installer with logging parameter (see http://forums.comodo.com/install-setup-configuration-help-cis/please-read-this-before-posting-an-installation-problem-t59681.0.html;msg418794#msg418794 for details, you need log from p.4):
cispremium_installer_x64.exe -log logfile.txt

this command will create logfile.txt file near the installer. Please attach this file to your post
Regards,
Sergei Kalenchuk
COMODO developer

Offline aarne

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Re: Please read this before posting an installation problem
« Reply #10 on: September 01, 2010, 07:58:22 AM »
Tried to install Comodo Firewall but install allways ends with error.
Log files attached.

[attachment deleted by admin]

Offline elGeminy

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Re: Please read this before posting an installation problem
« Reply #11 on: September 01, 2010, 10:57:47 AM »
hi, aarne

Tried to install Comodo Firewall but install allways ends with error.
Log files attached.

please see here: http://forums.comodo.com/install-setup-configuration-help-cis/cant-install-comodo-firewall-t58939.0.html;msg418591#msg418591
You have the same problem - something in your system blocks installation.
Please check your registry permissions and send me an autorun log file
Regards,
Sergei Kalenchuk
COMODO developer

Offline Y2KATC

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Re: Please read this before posting an installation problem
« Reply #12 on: September 06, 2010, 03:16:40 AM »
Please bear with me. I downloaded DeBugview.

2. I do not know how to run it with Administrator priviledges. Also:

3. In the DebugView menu please select:
  a) menu File -> Log to file as... -> Log file edit box -> select a file (or type a filename) which you will be able to find later *Do I make up one?*
   b) menu Capture -> Capture Win32 *This one I found ok*
   c) menu Capture -> Capture Global Win32 (dont worry if this submenu item does not exist)
4. Using cmd.exe, run firewall installer with the following parameter: "-log log.txt". This command will create log.txt file near the firewall installer. ***Where/How do I do this?***

This is where I stopped. Any Help?

Offline colion

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Re: Please read this before posting an installation problem
« Reply #13 on: September 08, 2010, 02:59:55 PM »
i have tried repeatedly to install CIS with the 64bit installer on a new machine with Windows 7 64bit.  Initially, the process would go through various screens and then grind to a halt at the installation stage.  Then after several attempts it does not even go through the pre-installation screens.  The Debug log is:

[\\STUDIO-XPS-9100]
00000000   0.00000000   [2600] FTH: (2600): *** Fault tolerant heap shim applied to current process. This is usually due to previous crashes. ***

Any help in completing the insstallation wojuld be appreciated.

Offline elGeminy

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Re: Please read this before posting an installation problem
« Reply #14 on: September 09, 2010, 10:51:36 AM »
hi Y2KATC,

Please bear with me. I downloaded DeBugview.

2. I do not know how to run it with Administrator priviledges. Also:

For windows Vista and Windows 7: Right click on the .exe file and select from context menu "Run as administrator"
For Windows XP: simply double click on the .exe file

3. In the DebugView menu please select:
  a) menu File -> Log to file as... -> Log file edit box -> select a file (or type a filename) which you will be able to find later *Do I make up one?*

You'll not need to specially create the file in advance. It will be  created by DebugView automatically with the name you type into 'Log  file' window and it will be located in the place you select using browse  (...) button

4. Using cmd.exe, run firewall installer with the following parameter: "-log log.txt". This command will create log.txt file near the firewall installer. ***Where/How do I do this?***

Press and hold 'Windows' button (the one between Ctrl and Alt) and  press 'r' - it will open 'Run' window. In the 'Open' field type in  cmd.exe and click OK which will open command line window. In my case I  see this line:
c:\Users\Current>(and blinking cursor).
Type the full path and name of the installer + the parameter "-log log.txt". On my computer the installer is located on Desktop, therefore the full command will look like this:
c:\Users\Current>c:\Users\Current\Desktop\cispremium_installer.exe -log log.txt
Press enter. If you typed in everything correctly, the installer will  start and log file will be generated. In my case the location of log.txt  file is this: c:\Users\Current\log.txt



Also, in this message you mentioned that you installed Microsoft Security Essentials. This product is an antivirus software and it might block installation of other antivirus program, in our case it might block installation of CIS. It's strictly recommended not to install two antivirus programs, therefore we'd suggest to either deactivate or uninstall Microsoft Security Essentials prior to installing CIS
Regards,
Sergei Kalenchuk
COMODO developer

 

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