Updating and other issues

Discussion in 'Technical Support (AdGuard for Windows)' started by FiB3R, Apr 21, 2015.

  1. FiB3R

    FiB3R Beta Tester

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    When I manually checked for an update, the program told me there was a new version.

    Adguard then failed to auto update, giving an error that unfortunately I cannot remember, I think it was regarding the inability to access something, maybe to do with my account? I'm not sure. It had a random looking string of numbers and letters as part of a longer message, I think there was an @ in there somewhere.

    At some point while trying to get it installed, I got the error code 2906

    Trying to manually install just says... The program hasn't been installed, an error has occurred while installing.

    I have tried to install manually with and without the program and service running, various compatibility modes, safe mode, and disabled my AV but still no joy.

    Uninstalling didn't help, and so now I don't have Adguard installed at all :(

    System Restore also failed, so I can't get back to when it was working.

    I say working, but the reason I went looking for an update is because multiple sites would not load without first disabling Adguard. Once re-enabled, I could reload the sites just fine, including Adguards own website.

    Running Win 8.1 x64

    Hope you can help

    Thanks :)
     
  2. avatar

    avatar Administrator Staff Member Administrator

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  3. FiB3R

    FiB3R Beta Tester

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    Followed those steps correctly. Still no joy, "The program hasn't been installed".

    Do you think installing the beta version may help?

    Thanks.
     
  4. airborne

    airborne New Member

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    The same here both automatic and manual installation fails on Windows Vista 32 :mad:

    ---------- Post added at 08:38 PM ---------- Previous post was at 08:33 PM ----------

    Installation program starts bot nothing happens stays at 0% installed....

    ---------- Post added at 08:39 PM ---------- Previous post was at 08:38 PM ----------

    Installation starts but never finishes stays on 0% installed.....

    ---------- Post added at 09:38 PM ---------- Previous post was at 08:39 PM ----------

    I have tried everything it wont install.....have change to chrome plugin...please fix

    By the way always when using the built in update feature the update starts and says configuring windows and then nothing happens....always had to download new version an installed on top....
    but now nothing works....have uninstalled the way you want and Adguard is completely uninstalled.....but i wont install again:mad:
     
  5. vasily_bagirov

    vasily_bagirov Administrator Staff Member Administrator

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    Can you please send us logs from %temp% folder (only those that have 'Adguard' prefix)?

    ---------- Post added at 01:13 PM ---------- Previous post was at 01:11 PM ----------

    Please send us the same logs I asked @FiB3R for.
     
  6. airborne

    airborne New Member

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    I check the folder and there are no traces left by Adguard.......when i try to install Adguard on my Vista 32bit the installation starts but is stuck on 0% and nothing more happens...
     
  7. airborne

    airborne New Member

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  8. airborne

    airborne New Member

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    Hi Vasily.

    Have you seen something strange in my log, why i cant install Adguard.....i would like to intall it as soon as possible i have a life time license.

    Have a nice day
     
  9. avatar

    avatar Administrator Staff Member Administrator

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    We have just fixed some issues with installer, could you please try again?
     
  10. airborne

    airborne New Member

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    Hi ! Now i could install on my Vista 32 bit. Thank You:)
     
  11. FiB3R

    FiB3R Beta Tester

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  12. vasily_bagirov

    vasily_bagirov Administrator Staff Member Administrator

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    Based on logs, installer doesn't have enough rights. Could you try to run the installer by right-clicking and selecting 'Run as administrator'? Also, if you have any antivirus installed (which one?), disable it before the installation.
     
  13. FiB3R

    FiB3R Beta Tester

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  14. avatar

    avatar Administrator Staff Member Administrator

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    The same error, something is wrong with the registry access.

    Error from the log file:
    Code:
    MSI (s) (68:C0) [09:43:09:199]: Product: Adguard -- Error 1402. Could not open key: UNKNOWN\Components\8814E772548C9924FABEA8088C76BA46\3BA6F58616C71D24EAB583464ED80153.  System error 5.  Verify that you have sufficient access to that key, or contact your support personnel. 
    
    Could you please try fully disabling 360 Total Security before installing Adguard?
     
  15. Boo Berry

    Boo Berry Moderator + Beta Tester Moderator

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    No issues with 360 Total Security here.
     
  16. FiB3R

    FiB3R Beta Tester

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    Previously had Bitdefender installed, was having the issue then.

    Disabled 360TS, still no joy.

    View attachment Adguard_20150510201107.txt
    View attachment Adguard_20150510201107_0_Main.txt

    Do you need both logs in future?

    Thanks for your help so far :)

    Edit: I searched the registry for 3BA6F58616C71D24EAB583464ED80153 The search threw an error saying an error is preventing that key from being opened. Access Denied.

    2015-05-10_20-34-19.png
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\274E86C80BF238E4FBA7174045CDE48E\3BA6F58616C71D24EAB583464ED80153

    2015-05-10_20-36-20.png

    Permissions were empty, added my username...

    2015-05-10_20-38-46.png
     
    Last edited by a moderator: May 10, 2015
  17. FiB3R

    FiB3R Beta Tester

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    I cannot rename or delete that key.

    I could change the permissions of its parent, but still no joy.

    2015-05-10_20-43-28.png
     
    Last edited by a moderator: May 10, 2015
  18. Blaz

    Blaz Moderator & Translator Staff Member Moderator

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    Try to set owner to you first and then after closing the window to reapply the permissions.
     
  19. FiB3R

    FiB3R Beta Tester

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    messing with permissions, I managed to be able to view that key, then eventually edit, rename, delete it.

    2015-05-10_21-02-46.png

    Still no joy.

    Turns out that key shows up in multiple places, access denied on all of them.

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\616F01AA755AC174B989C7C4C9F81C9E\3BA6F58616C71D24EAB583464ED80153

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\7D10B1825AE4AA345BC5AEB8B2167FF8\3BA6F58616C71D24EAB583464ED80153

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\8814E772548C9924FABEA8088C76BA46\3BA6F58616C71D24EAB583464ED80153

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\C7B756A655F5DEE428DB9561127A67D1\3BA6F58616C71D24EAB583464ED80153

    I'm thinking I should stop messing about in the registry before I break it lol :)
     
  20. Boo Berry

    Boo Berry Moderator + Beta Tester Moderator

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    It might already be broken.