Unable to install CC3 - Feedback Tracker

Votes
0

Product:
Character Creator 3

Version:
3.01

Status:
Not Reproducible

Issue 5328

Unable to install CC3

The Install/ Setup for CC3 is crashing on install.

I agree to the EULA.

I am prompted for my User Name and Company Name.

CC3 wants to install onto C:\Program Files\

Then I'm prompted for the cache directory and content directory (I think?) It defaults to C:\Users\Public\My Documents\Reallusion I believe.

I click next.

The screen starts to unpack files.

Then the application crashes.

Windows Event Viewer shows the following:

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2018-10-26T20:38:25.581251500Z" />
<EventRecordID>7709</EventRecordID>
<Channel>Application</Channel>
<Computer>WIN10WS.lnbrg.us</Computer>
<Security />
</System>
- <EventData>
<Data>setup.exe_Character Creator v3.01</Data>
<Data>3.1.1016.1</Data>
<Data>5906b436</Data>
<Data>ISSetup.dll</Data>
<Data>23.0.0.511</Data>
<Data>5906b384</Data>
<Data>c0000094</Data>
<Data>000a8c5b</Data>
<Data>1f10</Data>
<Data>01d46d6badc4a782</Data>
<Data>C:\Users\gme\AppData\Local\Temp\{959A6C29-993A-41A1-A167-83BBEDF8BBAA}\setup.exe</Data>
<Data>C:\Users\gme\AppData\Local\Temp\{959A6C29-993A-41A1-A167-83BBEDF8BBAA}\ISSetup.dll</Data>
<Data>9a89bdcd-f4ef-4848-b233-e6f99e035c03</Data>
<Data />
<Data />
</EventData>
</Event>

..........

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Windows Error Reporting" />
<EventID Qualifiers="0">1001</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2018-10-26T20:38:26.875576300Z" />
<EventRecordID>7710</EventRecordID>
<Channel>Application</Channel>
<Computer>WIN10WS.lnbrg.us</Computer>
<Security />
</System>
- <EventData>
<Data>1408767131341490631</Data>
<Data>1</Data>
<Data>APPCRASH</Data>
<Data>Not available</Data>
<Data>0</Data>
<Data>setup.exe_Character Creator v3.01</Data>
<Data>3.1.1016.1</Data>
<Data>5906b436</Data>
<Data>ISSetup.dll</Data>
<Data>23.0.0.511</Data>
<Data>5906b384</Data>
<Data>c0000094</Data>
<Data>000a8c5b</Data>
<Data />
<Data />
<Data>\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8D6C.tmp.mdmp \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8DEA.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8DFB.tmp.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8DF9.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8E19.tmp.txt</Data>
<Data>\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_setup.exe_Charac_5b541e84239d6866cf45f2ef4f6a973e33696c6e_a32318c8_48939210</Data>
<Data />
<Data>0</Data>
<Data>9a89bdcd-f4ef-4848-b233-e6f99e035c03</Data>
<Data>2147487744</Data>
<Data>6624077b80e73fbf538cf23df2db09c7</Data>
<Data>0</Data>
</EventData>
</Event>

Windows 10 Professional (1809).

OS: Windows 10

4
1796

Bug

Submitted bygellenburg 2018/10/26 20:48:58

COMMENTS (4)

Feedback Tracker Admin 2018/11/02 09:55:16

Hi, gellenburg,

Could you capture a screen video start before the installer starts to copy files, we need to find out which stage was it in the installing process when it crashed.
Please add the link to the video in your next comment, and attach your system information file with it.

Here is the description about how to get your system information file.
https://www.reallusion.com/FeedBackTracker/Home/HowToGet

Thanks for your help.

Reallusion

gellenburg 2018/11/01 15:21:10

Seriously? Nothing? Did I pay $695 for nothing?

gellenburg 2018/10/30 00:18:18

FYI - I downloaded a fresh copy and while the Installer seemed to take longer before it crashed, it did eventually end up crashing. Note, the Installer is NOT crashing at launch! It's crashing as it attempts to copy/ install the files onto the operating system. I've tried running it as an Administrator (I'm logged-in with a Domain Admin account) and that doesn't help.

Feedback Tracker Admin 2018/10/29 10:24:15

Thank you for your feedback.

Since you can install iClone 7 and 3DXchange 7, your system shouldn't have problem to install CC3. It is possible that the CC3 installer were damaged during download.
Had you try re-download the CC3 installer and install again?

Reallusion