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Nitro Pro 9 Setup Wizard Failed


Richard C
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Trying to install Nitro Pro 9 on a windows 10 64-bit computer. On every install, I receive the error "Nitro Pro Setup Wizard has failed." 

 

Using an admin account. 

I tried the steps here: http://kb.gonitro.com/knowledgebase#/search/failed/000003265

I have tried installing under a different profile. 

Uninstalled Office and it still failed. 

 

I have also tried installing Nitro Pro 10 since I have a license for that too. 

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  • 1 month later...
  • Official Nitronaut
Allain Umailin

Hello @Richard C,

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

Please refer to this forum post and follow the steps in the Word document that was provided to address your concern:

 

Thanks for choosing Nitro Pro and please don't hesitate to reach out again if you have further questions.

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BethSherman

Hi @AllainU,

I am getting the same error and setup as @Richard C and I was excited to find the answer but unfortunately the Word document attached to the other post you referenced seems to no longer be available.  Does anyone know the steps that were in that document?

Thanks in advance!
-Beth

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  • Official Nitronaut
Allain Umailin

Hello @BethSherman,

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

To further assist you with your concern, kindly refer to this article that contains updated steps based from the content of the Word document in that forum post:

http://kb.gonitro.com/knowledgebase#/search/wizard/000003265

Thanks for choosing Nitro Pro and I hope this helps!

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BethSherman

Thank you again @AllainU you are always very helpful on these forums!

I did find that KB Article and unfortunately after performing those steps I still have the same problem.  I had assumed it was the same experience as Richard but I guess the article was updated after Richard tried so I'm not sure what is different this time around.

I was able to successfully change the permissions on the WindowsApps folder at step 9 I got the prompt to permanently get access to the folder so I thought it was going to work.  However, I am still experiencing the same problem.

  1. Completed steps in KB #3265
  2. Downloaded Nitro Pro 9 x64
  3. Extracted installer
  4. Accepted agreement and clicked Install
  5. Allowed UAC prompt
  6. Immediately get error Nitro Pro 9 Setup Wizard ended prematurely immediately after clicking Yes to the UAC prompt

Any other tricks up your sleeve?

Thanks again,

Beth

 

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  • Official Nitronaut
Allain Umailin

Hello @BethSherman,

Thanks for your patience in following the steps in the article and my apologies if you are still unable to install your Nitro Pro 9.

To further troubleshoot, kindly run MS FixIt to uninstall (or delete traces from previous installations) your Nitro Pro: 

https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed

Then reboot your machine and try to install again.

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

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BethSherman

Thank you again @AllainU I really appreciate your help.

The install/uninstall diagnostic tool did not solve the problem either but thank you for suggesting it.  Note that Nitro Pro was not listed in either the Install or Uninstall list, but I proceeded with the default options for each category anyways.  I rebooted for good measure but the same error occurs.

I've also tried disabling real-time protection and firewall on my AV... even fully uninstalling my AV and running their clean uninstall tool.  That didn't make a difference.  I've enabled the MSI installer to work in Safe Mode and tried to install in Safe Mode and that didn't work.  I've tried running everything as an Administrator but still no luck.

Frustratingly, I've downloaded the same installer on another PC and the install works just fine.  Also, the Nitro Pro 12 installer works fine on this PC but I only have a license for 9.

This PC does have Office installed and the other PC did not, so I thought the KB article was promising but as I mentioned before I have already tried that as well and it hasn't helped.  I've gone as far as comparing the Sysinternals Process Monitor logs from the install on both PC's and I can't see what might be causing the failure.  I'm sure I'm just missing something though.

If you have the will to keep helping at this point I'm open to ideas!

Thanks in advance,

Beth

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BethSherman

I figured it out with your help @AllainU!

The key was running the extracted MSI database with msiexec and outputting the results to a log file.

The log file indicated the install was failing on a Microsoft Office check as everyone has been assuming.  Although I had uninstalled Microsoft Office and granted permissions to the WindowsApps folder, it appeared there were still a lot of Office files still present that I was unable to delete.  I'm assuming those files conflicted with the installer.

Since I couldn't delete them even with Admin privileges... sometimes if you can't beat em, join em.  I reinstalled Office 365 Trial and that did the trick!

Ugh... but I'm so happy!

If anyone runs into this problem again, I was tricked by uninstalling Office.  If you've tried all the above steps and it still doesn't work, try reinstalling office.  My assumption was that the reinstall would kick everything into normal gear and I guess it did.

Thanks again everyone for your support!

-Beth

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