philfry That is a bummer. I guess it would be much easier if that would be Squirrel issue, but apparently it is something else. And unfortunately, we don’t even have any meaningful logs or error messages in console to point us in the right direction. We are blind here, unfortunately.

Well, technically I can give you just zip file with all Tonfotos files to install them manually (just copy into necessary folder and create desktop shortcut, there is not much else to do), but that is not really a solution, since you will not be able to install updates this way. However, if you are not yet ready to give up, I can do that, just let me know.

What is more important, is to find a reason for that, but unfortunately I am running out of ideas what else to try, and there is no clue to what could be the reason, unfortunately.

This is definitely not something regular, as there would be many other users that faced that before, but this is the first time. May be this knowledge can help us. Is there anythign special about your system? Is it maybe part of corporate network? Is there any special security apps installed?

philfry Free space on my computer is 7.8%. 36.1 GB. (WinDirStat)

Is that all drives or C: specifically? It is importatn to have enough free space on C:

      Regarding free space, it is on drive C. I only ran WinDirStat on drive C. Also, my computer is being used as a regular home computer, connected to the internet, but not part of any company network. Also, no special security, just Avast, Malwarebytes and the like

      I would like to continue to try to identify this problem because it is most likely something with my computer that could eventually show up and have to be dealt with. What about the Windows dmp files that are created at the same time as the installation fails?

      I tried to read one and found I needed to download WinDbg. It tells me something about the failure:

      And shows the stack among other things:

      But I don’t know if that information is useful.

        philfry It is not cleear from the screenshot what module causes error. You can send me dmp files to support@tonfotos.com, I will take a look.

            • Andrey

            • Post #17
            • Edited

            Andrey Finally I got time to check the crash dump. I see the similar (but not the same) stack trace as you - it does not even include the exe file:

            This does mean that that the program itself has little to do with the error, it happens inside Windows. What is interesting though, I can now see the error code - it is “Module not found”. I guess that there is some library missing in your Windows installation. Unfortunately, stack trace can’t show the name of missing library. However, if we use dumpbin /imports on Update.exe, then we can see the only import it has:

            Microsoft (R) COFF/PE Dumper Version 14.16.27051.0
Copyright (C) Microsoft Corporation.  All rights reserved.


Dump of file Update.exe

File Type: EXECUTABLE IMAGE

  Section contains the following imports:

    mscoree.dll
                402000 Import Address Table
                5D0C0C Import Name Table
                     0 time date stamp
                     0 Index of first forwarder reference

                    0 _CorExeMain

  Summary

        2000 .reloc
       2C000 .rsrc
      1D0000 .text

            Please check mscoree.dll in your system.

                • Andrey

                • Post #18
                • Edited

                Andrey I just realized that the crash actually contains lines from ‘mscoree.dll’. That means it is not missing. Sorry, I was too quick to jump into conclusion. It is the mscoree.dll that actually fails when it tries to load more libraries.

                Looking more into the disassebly there is a chance that the library it tries to load is advapi32.dll:

                After some quick googling I found this. Can you please try the fix they offer there?

                https://answers.microsoft.com/en-us/windows/forum/all/advapi32dll-was-not-found/5087d94e-ed15-4963-9e82-c613d1a44746

                    Andrey

                    Andrey,

                    Thanks for the suggestions. I ran the recommended tests with no errors showing up. Following is a shortened version of the results; cleaned up to save space. I show the command and the end results.

                    C:\windows\system32>SFC /Scannow
                    Windows Resource Protection did not find any integrity violations.

                    C:\windows\system32>Dism /Online /Cleanup-Image /CheckHealth
                    No component store corruption detected.
                    The operation completed successfully.

                    C:\windows\system32>Dism /Online /Cleanup-Image /ScanHealth
                    No component store corruption detected.
                    The operation completed successfully.

                    C:\windows\system32>DISM /Online /Cleanup-Image /RestoreHealth
                    The restore operation completed successfully.
                    The operation completed successfully.

                    I thought I’d try something. I ran Everything and saved the results for just the few minutes after trying to install Tonfotos. It shows every file modified as shown below.


                    Most of these files are not related to SquirrelTemp, and most that I checked required permissions I did not have. One that looked useful is Report.wer; and I would like to send it to you. It is 140 lines long and seems to point to KERNELBASE.dll. Also, the folder ReportArchive, contains the “Reort.wer” for several/all instances where I encountered this problem.

                        philfry One that looked useful is Report.wer; and I would like to send it to you. It is 140 lines long and seems to point to KERNELBASE.dll.

                        Sure, please send.

                        Also I noticed that Avast is trying to mess around during this whole process. Can you please check it’s settings and make sure it is not part of the problem?

                          Success! I suspended Avast (hidden icons window on toolbar) for 10 minutes and the install worked perfectly. Thanks Andrey for all your help. That may not be the end of the story though because I’ve had Avast for many years and never had this kind of problem before. And I am sure that many Tonfotos users are also using Avast without any problem. So I believe that something else in my environment must have triggered this incident and I have no clue what that might be. But for now, at least, I’m all set.

                            philfry I guess it can be good idea to report this whole situation to Avast support.

                              24 days later

                              I downloaded Tonfotos today and it installed smoothly. I have no information on what changed. I can tell you the steps I took because they may have helped.

                              I contacted Avast Support (via their Download page) and was directed to their Forum where I explained the problem (user1938). A Leader of the forum responded quickly with directions for using the Avast debugging tool. I don’t think it will help anyone to repeat that long conversation here, but I followed those directions. I checked back frequently at first with no change, but today the download and installation was smooth.

                                philfry Thank you for update. I hope they changed something on their end to prevent this happening in the future.

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