Macrium Support Forum

Reflect won't update or install on Windows 10 1909 laptop

https://forum.macrium.com/Topic40542.aspx

By twgonder - 15 October 2020 1:56 PM

I have a laptop that I don't use very often, but I installed Reflect on over a year ago.
It started reporting errors during imaging, if I recall with VSS.
So I did two updates, and both rolled back.
Finally I uninstalled Reflect from the laptop and rebooted and then tried installing with the old SN
and then again with the temporary one sent during the 30 day trial demo download.
Neither will install and sometimes hangs the PC for 30 minutes or more during the install
while performing a "rollback".

The laptop is Toshiba  Satellite C45-A4122KL
running Spanish Windows 10 1909
and trying to install Reflect v7.3.5281_reflect_home_setup_x64.exe

The log files from two installs are attached.
Any ideas?
By jphughan - 15 October 2020 2:34 PM

Your log file attachments didn't seem to make it into your post, fyi.
By twgonder - 15 October 2020 7:40 PM

jphughan - 15 October 2020 2:34 PM
Your log file attachments didn't seem to make it into your post, fyi.

That's odd, it acted like they uploaded, I'll try again.

This is the file name: Reflect_Install.log

And when I try to upload it:

WTF?
By twgonder - 15 October 2020 7:43 PM

And trying again to upload the files from a different drive than the USB.
Same error message, so I'll just paste it in

=== Verbose logging started: 14/10/2020 21:10:49 Build type: SHIP UNICODE 5.00.10011.00 Calling process: C:\Windows\SYSTEM32\msiexec.exe ===


MSI (s) (30!24) [21:12:09:910]: Closing MSIHANDLE (36) of type 790531 for thread 7460
MSI (s) (30!24) [21:12:09:910]: Creating MSIHANDLE (37) of type 790531 for thread 7460
MRCBTCA.DLL::new.cpp(168): GetTempFileName failed with error 267
=== Verbose logging stopped: 14/10/2020 21:12:18 ===

By jphughan - 15 October 2020 7:47 PM

I'm not a installer log file debugging person, but hopefully that helps someone else and/or Macrium Support assist you.  But fyi, changing the extension of your log file from LOG to TXT would have allowed those files to upload here, although in fairness it would make sense for Macrium to make .LOG files an allowed file type for this sort of situation.
By twgonder - 15 October 2020 8:19 PM

jphughan - 15 October 2020 7:47 PM
I'm not a installer log file debugging person, but hopefully that helps someone else and/or Macrium Support assist you.  But fyi, changing the extension of your log file from LOG to TXT would have allowed those files to upload here, although in fairness it would make sense for Macrium to make .LOG files an allowed file type for this sort of situation.

The second log file added as a .txt file
By Nick - 15 October 2020 8:38 PM

twgonder - 15 October 2020 7:43 PM
And trying again to upload the files from a different drive than the USB.
Same error message, so I'll just paste it in

=== Verbose logging started: 14/10/2020 21:10:49 Build type: SHIP UNICODE 5.00.10011.00 Calling process: C:\Windows\SYSTEM32\msiexec.exe ===


MSI (s) (30!24) [21:12:09:910]: Closing MSIHANDLE (36) of type 790531 for thread 7460
MSI (s) (30!24) [21:12:09:910]: Creating MSIHANDLE (37) of type 790531 for thread 7460
MRCBTCA.DLL::new.cpp(168): GetTempFileName failed with error 267
=== Verbose logging stopped: 14/10/2020 21:12:18 ===


Thanks for posting and providing that information. I've cut out the irrelevant parts of the log you posted.

Error 267 is "The directory name is invalid."
https://docs.microsoft.com/en-us/windows/win32/debug/system-error-codes--0-499-

It appears that your system temp folder is invalid:

what's returned if you type:

echo %TEMP%
echo %TMP%

from a command prompt?

By twgonder - 17 October 2020 1:05 AM

Nick - 15 October 2020 8:38 PM

Thanks for posting and providing that information. I've cut out the irrelevant parts of the log you posted.

Error 267 is "The directory name is invalid."
https://docs.microsoft.com/en-us/windows/win32/debug/system-error-codes--0-499-

It appears that your system temp folder is invalid:

what's returned if you type:

echo %TEMP%
echo %TMP%

from a command prom


The windows partition is on C: while the user data is on D:
It seems the temp is valid. I've used this type of C/D on other laptops/computers without a problem.
By Nick - 17 October 2020 2:54 PM

twgonder - 17 October 2020 1:05 AM
Nick - 15 October 2020 8:38 PM

Thanks for posting and providing that information. I've cut out the irrelevant parts of the log you posted.

Error 267 is "The directory name is invalid."
https://docs.microsoft.com/en-us/windows/win32/debug/system-error-codes--0-499-

It appears that your system temp folder is invalid:

what's returned if you type:

echo %TEMP%
echo %TMP%

from a command prom


The windows partition is on C: while the user data is on D:
It seems the temp is valid. I've used this type of C/D on other laptops/computers without a problem.

Sorry for the delay in getting back to you. This is odd as clearly the temp folder is valid and accessible, yet at the time of pasted install log that doesn't appear to be the case. Is drive 'D' an external drive that may have lost connection during the install? 

The second log file appears to have a completely different error and the MSI Install service seems to have had a problem. 

Can you re-download the latest setup executable and then check the digital signature on 'v7.3.5289_reflect_home_setup_x64.exe' after downloading?

https://knowledgebase.macrium.com/display/KNOW72/Installing+Macrium+Reflect
https://knowledgebase.macrium.com/display/KNOW72/Confirming+that+Macrium+download+is+genuine

Try another install, and if it fails again then rename the latest Reflect_Install.log to Reflect_Install.txt and upload it once more? We need to check for consistency of errors before offering any further advice. Thanks
By twgonder - 17 October 2020 10:33 PM

Nick - 17 October 2020 2:54 PM
twgonder - 17 October 2020 1:05 AM
Nick - 15 October 2020 8:38 PM

Thanks for posting and providing that information. I've cut out the irrelevant parts of the log you posted.

Error 267 is "The directory name is invalid."
https://docs.microsoft.com/en-us/windows/win32/debug/system-error-codes--0-499-

It appears that your system temp folder is invalid:

what's returned if you type:

echo %TEMP%
echo %TMP%

from a command prom


The windows partition is on C: while the user data is on D:
It seems the temp is valid. I've used this type of C/D on other laptops/computers without a problem.

Sorry for the delay in getting back to you. This is odd as clearly the temp folder is valid and accessible, yet at the time of pasted install log that doesn't appear to be the case. Is drive 'D' an external drive that may have lost connection during the install? 

The second log file appears to have a completely different error and the MSI Install service seems to have had a problem. 

Can you re-download the latest setup executable and then check the digital signature on 'v7.3.5289_reflect_home_setup_x64.exe' after downloading?

https://knowledgebase.macrium.com/display/KNOW72/Installing+Macrium+Reflect
https://knowledgebase.macrium.com/display/KNOW72/Confirming+that+Macrium+download+is+genuine

Try another install, and if it fails again then rename the latest Reflect_Install.log to Reflect_Install.txt and upload it once more? We need to check for consistency of errors before offering any further advice. Thanks

Based on your finding an error with the temp folder, I logged on as a different user that has an account on C (for this kind or other problems like bitlocker) and the program seemed to install okay. And I ran two backups afterwards. D drive is just another partition on the only hard disk. The reason I put user data on D (and have done that for over 20 years) is if a virus or Microsoft corrupt the Windows partition, I can roll back a day without worring about losing user data since the last backup of D. I've reGhosted and retored images of C dozens of times over the years without any obvious issues happening.
So it would seem to be a problem with having the user account on D (perhaps). This laptop has had several Microsoft patches and updates, so goodness knows what they might have done to things. The install file I used was downloaded from Macrium as a 30 day trial, even though I have a license. I'm not sure how to get a downloadable install file without going through the "trial" download (It would be nice to know as I usually like to keep a spare 32 and 64 bit install available on my big USB stick.)
By jphughan - 17 October 2020 11:03 PM

^ If you want the full installer, use the Reflect download agent. It’s linked on the KB article I’ve linked below and also in order history emails that you can request at any time on the Orders page of the Macrium website. But even Reflect Free can be activated in-place to full versions as of Reflect 7.2. But even before that, trials don’t have different installers. The determination of whether you get a trial or a full version is made by whether you provide a key during installation.

KB page: https://knowledgebase.macrium.com/plugins/servlet/mobile?contentId=7736682#content/view/7736682

Order history request page: https://www.macrium.com/myorders
By twgonder - 18 October 2020 1:41 AM

jphughan - 17 October 2020 11:03 PM
^ If you want the full installer, use the Reflect download agent. It’s linked on the KB article I’ve linked below and also in order history emails that you can request at any time on the Orders page of the Macrium website. But even Reflect Free can be activated in-place to full versions as of Reflect 7.2. But even before that, trials don’t have different installers. The determination of whether you get a trial or a full version is made by whether you provide a key during installation.

KB page: https://knowledgebase.macrium.com/plugins/servlet/mobile?contentId=7736682#content/view/7736682

Order history request page: https://www.macrium.com/myorders

Thanks, I'm on the downloads now based on the knowledgebase.