Nitro Pro Setup wizard has failed (v13)

[Mark Gonyea]

Installing v13 is failing.

I have tracked it down to these errors, it retries this a few times and then abort as shown here:

[36B4:32B0][2020-12-17T08:15:39]e349: Application requested retry of payload: NitroInstallationPackageId_x64_en, encountered error: 0x80091007. Retrying...
[36B4:32B0][2020-12-17T08:15:39]i000: WPF MainModelView - CacheAcquireBegin None:Copy
[36B4:32B0][2020-12-17T08:15:39]i000: WPF MainModelView - CacheAcquireBegin copy, extract
[36B4:32B0][2020-12-17T08:15:39]i338: Acquiring package: NitroInstallationPackageId_x64_en, payload: NitroInstallationPackageId_x64_en, copy from: C:\Users\user5\Downloads\nitro_pro13_ba_x64.msi
[36B4:32B0][2020-12-17T08:15:39]i000: WPF MainModelView - CacheAcquireComplete None0
[183C:2E34][2020-12-17T08:15:40]e000: Error 0x80091007: Hash mismatch for path: C:\ProgramData\Package Cache\.unverified\NitroInstallationPackageId_x64_en, expected: , actual: 84520C065931034F783E77F1BA8E452B4B90CCAB
[183C:2E34][2020-12-17T08:15:40]e000: Error 0x80091007: Failed to verify hash of payload: NitroInstallationPackageId_x64_en
[183C:2E34][2020-12-17T08:15:40]e310: Failed to verify payload: NitroInstallationPackageId_x64_en at path: C:\ProgramData\Package Cache\.unverified\NitroInstallationPackageId_x64_en, error: 0x80091007. Deleting file.
[183C:2E34][2020-12-17T08:15:40]e000: Error 0x80091007: Failed to cache payload: NitroInstallationPackageId_x64_en
[36B4:32B0][2020-12-17T08:15:40]e314: Failed to cache payload: NitroInstallationPackageId_x64_en from working path: C:\Windows\Temp\{A3FDB784-843B-4644-94D7-06025407A11F}\NitroInstallationPackageId_x64_en, error: 0x80091007.
[36B4:32B0][2020-12-17T08:15:40]i000: WPD MainModelView - set Download_Progress:100
[36B4:2BA8][2020-12-17T08:15:40]e000: Error 0x80091007: Failed while caching, aborting execution.

 

It appears that an MSI is extracted from the downloaded .exe but it either fails extract, or breaks in download..

 

 

Any ideas?

 

 

 

 

 

 

 

Larger log Snip below:

[36B4:32B0][2020-12-17T08:15:38]i000: WPD MainModelView - set Download_Progress:97
[36B4:32B0][2020-12-17T08:15:38]i000: WPD MainModelView - set Download_Progress:98
[36B4:32B0][2020-12-17T08:15:38]i000: Setting string variable 'WixBundleLastUsedSource' to value 'C:\Users\user5\Downloads\'
[36B4:32B0][2020-12-17T08:15:38]i000: WPF MainModelView - CacheAcquireComplete None0
[183C:2E34][2020-12-17T08:15:38]e000: Error 0x80091007: Hash mismatch for path: C:\ProgramData\Package Cache\.unverified\NitroInstallationPackageId_x64_en, expected: C1505397CE3B87DD47F91F30EC97EE2B4993CEA1, actual: 84520C065931034F783E77F1BA8E452B4B90CCAB
[183C:2E34][2020-12-17T08:15:38]e000: Error 0x80091007: Failed to verify hash of payload: NitroInstallationPackageId_x64_en
[183C:2E34][2020-12-17T08:15:38]e310: Failed to verify payload: NitroInstallationPackageId_x64_en at path: C:\ProgramData\Package Cache\.unverified\NitroInstallationPackageId_x64_en, error: 0x80091007. Deleting file.
[183C:2E34][2020-12-17T08:15:38]e000: Error 0x80091007: Failed to cache payload: NitroInstallationPackageId_x64_en
[36B4:32B0][2020-12-17T08:15:38]e314: Failed to cache payload: NitroInstallationPackageId_x64_en from working path: C:\Windows\Temp\{A3FDB784-843B-4644-94D7-06025407A11F}\NitroInstallationPackageId_x64_en, error: 0x80091007.
[36B4:32B0][2020-12-17T08:15:38]e349: Application requested retry of payload: NitroInstallationPackageId_x64_en, encountered error: 0x80091007. Retrying...
[36B4:32B0][2020-12-17T08:15:38]i000: WPF MainModelView - CacheAcquireBegin None:Copy
[36B4:32B0][2020-12-17T08:15:38]i000: WPF MainModelView - CacheAcquireBegin copy, extract
[36B4:32B0][2020-12-17T08:15:38]i338: Acquiring package: NitroInstallationPackageId_x64_en, payload: NitroInstallationPackageId_x64_en, copy from: C:\Users\user5\Downloads\nitro_pro13_ba_x64.msi
[36B4:32B0][2020-12-17T08:15:38]i000: WPF MainModelView - CacheAcquireComplete None0
[183C:2E34][2020-12-17T08:15:39]e000: Error 0x80091007: Hash mismatch for path: C:\ProgramData\Package Cache\.unverified\NitroInstallationPackageId_x64_en, expected: C1505397CE3B87DD47F91F30EC97EE2B4993CEA1, actual: 84520C065931034F783E77F1BA8E452B4B90CCAB
[183C:2E34][2020-12-17T08:15:39]e000: Error 0x80091007: Failed to verify hash of payload: NitroInstallationPackageId_x64_en
[183C:2E34][2020-12-17T08:15:39]e310: Failed to verify payload: NitroInstallationPackageId_x64_en at path: C:\ProgramData\Package Cache\.unverified\NitroInstallationPackageId_x64_en, error: 0x80091007. Deleting file.
[183C:2E34][2020-12-17T08:15:39]e000: Error 0x80091007: Failed to cache payload: NitroInstallationPackageId_x64_en
[36B4:32B0][2020-12-17T08:15:39]e314: Failed to cache payload: NitroInstallationPackageId_x64_en from working path: C:\Windows\Temp\{A3FDB784-843B-4644-94D7-06025407A11F}\NitroInstallationPackageId_x64_en, error: 0x80091007.
[36B4:32B0][2020-12-17T08:15:39]e349: Application requested retry of payload: NitroInstallationPackageId_x64_en, encountered error: 0x80091007. Retrying...
[36B4:32B0][2020-12-17T08:15:39]i000: WPF MainModelView - CacheAcquireBegin None:Copy
[36B4:32B0][2020-12-17T08:15:39]i000: WPF MainModelView - CacheAcquireBegin copy, extract
[36B4:32B0][2020-12-17T08:15:39]i338: Acquiring package: NitroInstallationPackageId_x64_en, payload: NitroInstallationPackageId_x64_en, copy from: C:\Users\user5\Downloads\nitro_pro13_ba_x64.msi
[36B4:32B0][2020-12-17T08:15:39]i000: WPF MainModelView - CacheAcquireComplete None0
[183C:2E34][2020-12-17T08:15:40]e000: Error 0x80091007: Hash mismatch for path: C:\ProgramData\Package Cache\.unverified\NitroInstallationPackageId_x64_en, expected: C1505397CE3B87DD47F91F30EC97EE2B4993CEA1, actual: 84520C065931034F783E77F1BA8E452B4B90CCAB
[183C:2E34][2020-12-17T08:15:40]e000: Error 0x80091007: Failed to verify hash of payload: NitroInstallationPackageId_x64_en
[183C:2E34][2020-12-17T08:15:40]e310: Failed to verify payload: NitroInstallationPackageId_x64_en at path: C:\ProgramData\Package Cache\.unverified\NitroInstallationPackageId_x64_en, error: 0x80091007. Deleting file.
[183C:2E34][2020-12-17T08:15:40]e000: Error 0x80091007: Failed to cache payload: NitroInstallationPackageId_x64_en
[36B4:32B0][2020-12-17T08:15:40]e314: Failed to cache payload: NitroInstallationPackageId_x64_en from working path: C:\Windows\Temp\{A3FDB784-843B-4644-94D7-06025407A11F}\NitroInstallationPackageId_x64_en, error: 0x80091007.
[36B4:32B0][2020-12-17T08:15:40]i000: WPD MainModelView - set Download_Progress:100
[36B4:2BA8][2020-12-17T08:15:40]e000: Error 0x80091007: Failed while caching, aborting execution.
[183C:06D0][2020-12-17T08:15:40]i372: Session end, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{867be5fd-9939-4d03-9cea-60de55b14e33}, resume: None, restart: None, disable resume: No
[183C:06D0][2020-12-17T08:15:40]i330: Removed bundle dependency provider: {867be5fd-9939-4d03-9cea-60de55b14e33}
[183C:06D0][2020-12-17T08:15:40]i352: Removing cached bundle: {867be5fd-9939-4d03-9cea-60de55b14e33}, from path: C:\ProgramData\Package Cache\{867be5fd-9939-4d03-9cea-60de55b14e33}\
[183C:06D0][2020-12-17T08:15:40]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{867be5fd-9939-4d03-9cea-60de55b14e33}, resume: None, restart initiated: No, disable resume: No
[36B4:2BA8][2020-12-17T08:15:40]i000: WPD MainModelView - OnApplyComplete-2146889721:None
[36B4:2BA8][2020-12-17T08:15:40]i000: WPD MainModelView - set ErrorEnabled:True
[36B4:18C8][2020-12-17T08:15:40]i000: WPD Switch - new page:Nitro.Bootstrapper.Pages.Page_Error
[36B4:2BA8][2020-12-17T08:15:40]i000: WPD MainModelView - set InstallEnabled:False
[36B4:2BA8][2020-12-17T08:15:40]i000: WPD MainModelView - set UninstallEnabled:False
[36B4:2BA8][2020-12-17T08:15:40]i000: WPD MainModelView - set ProgressEnabled:False isResources:True
[36B4:2BA8][2020-12-17T08:15:40]i000: WPD MainModelView - set InstallCanceled:False
[36B4:2BA8][2020-12-17T08:15:40]i000: WPD MainModelView - get ErrorEnabled:True
[36B4:2BA8][2020-12-17T08:15:40]i000: WPF MainModelView - get inInstallLanguage:enen-US
[36B4:2BA8][2020-12-17T08:15:40]i000: WPF MainModelView - OnApplyComplete KM Call:13.31.0.605, retail, en-US, ProBSInstallError
[36B4:2BA8][2020-12-17T08:15:40]i000: WPF MainModelView - get inInstallLanguage:enen-US
[36B4:2BA8][2020-12-17T08:15:40]i000: Setting string variable 'AnalyticsDisabled' to value '0'
[36B4:2BA8][2020-12-17T08:15:40]i000: WPD MainModelView - Call_KM:0:ProBSInstallError
[36B4:2BA8][2020-12-17T08:15:40]i000: Setting string variable 'AnalyticsDisabled' to value '0'
[36B4:18C8][2020-12-17T08:15:40]i000: WPD Page_Progress ST_InstallFinished_IsEnabledChanged:Visible:Hidden
[36B4:18C8][2020-12-17T08:15:40]i000: WPD ProgressBarPageProgress_Unloaded
[36B4:2BA8][2020-12-17T08:15:40]i399: Apply complete, result: 0x80091007, restart: None, ba requested restart:  No
[36B4:18C8][2020-12-17T08:21:19]i000: WPF MainModelView - get InstallPath:C:\Program Files\Nitro\Pro\13C:\Program Files\Nitro\Pro\13
[36B4:18C8][2020-12-17T08:21:19]i000: Setting string variable 'APPLICATIONPATH' to value 'C:\Program Files\Nitro\Pro\13'
[36B4:18C8][2020-12-17T08:21:19]i000: WPD MainModelView - LaunchSTAExecutableC:\Program Files\Nitro\Pro\13\nitro_pro_systray.exe
[36B4:18C8][2020-12-17T08:21:19]i000: WPD MainModelView - get ProgressEnabled:False
[36B4:18C8][2020-12-17T08:21:19]i000: WPD MainModelView - ExitExecute InvokeShutdown:C:\Users\user5\Downloads\nitro_professional8_x64_13-31-0-605.msi
[36B4:2BA8][2020-12-17T08:21:19]i500: Shutting down, exit code: 0x0

 

 

 

 

 

[Allain Umailin]

Hello @Mark Gonyea,

Thank you for reaching out to us through our Community Forums!

To further assist you, let us try some troubleshooting by referring to these steps:
1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files. Kindly note Appdata folder is hidden and to unhide it, please refer to this article https://cybertext.wordpress.com/2012/05/29/cant-see-the-appdata-folder/ 

2. Download and run our Clean Up utility to clear traces of previous Nitro Pro installation: http://install.nitropdf.com/professional_13310605/install-cleanup/install-cleanup.zip

NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: https://kb.gonitro.com/knowledgebase#/search/stamps/000004307 

3. Clear all your downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

4. Download and install Nitro Pro 13.31 using below offline installers:

x32 http://install.nitropdf.com/professional_13310605/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13310605/en/retail/nitro_pro13_ba_x64.msi

5. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number.

Thank you very much in advance and I am looking forward to hearing back from you. 

[Mark Gonyea]

20 hours ago, AllainU said:

Hello @Mark Gonyea,

Thank you for reaching out to us through our Community Forums!

To further assist you, let us try some troubleshooting by referring to these steps:
1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files. Kindly note Appdata folder is hidden and to unhide it, please refer to this article https://cybertext.wordpress.com/2012/05/29/cant-see-the-appdata-folder/ 

2. Download and run our Clean Up utility to clear traces of previous Nitro Pro installation: http://install.nitropdf.com/professional_13310605/install-cleanup/install-cleanup.zip

NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: https://kb.gonitro.com/knowledgebase#/search/stamps/000004307 

3. Clear all your downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

4. Download and install Nitro Pro 13.31 using below offline installers:

x32 http://install.nitropdf.com/professional_13310605/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13310605/en/retail/nitro_pro13_ba_x64.msi

5. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number.

Thank you very much in advance and I am looking forward to hearing back from you. 

I got it fixed, I used the cleanup tool and tried to install using the downloaded .exe file -- did not work. I then downloaded the new MSI listed above and the install windows looked different than the .EXE when I ran that. The .MSI file worked fine to install.   There was something wrong with the .EXEs I kept downloading from the site.

 

Thanks