Cannot install Digital Camera Software 7.1 on Win8.1

[DZR]

Coming from another thread, continuing here...

http://community.usa.canon.com/t5/Software/Digital-Camera-Software-7-1-download-error-Windows-10/m-p...

The installation process stops with an error "NG" in the installation window.

I have found an installation log. How can I upload it here?

The compatibility thing, as "shadowsports" has mentioned, has the same result without success.

Best regards

DZR

[Stephen]

Hi DZR,

Thank you for reaching out to Canon USA.

So that the Community can help you better, we will need to know exactly what Canon equipment you're using,  as well as the way you connect to your device (USB or networked via WiFi or Ethernet).

Any other details you'd like to give will only help the Community better understand your issue!

You might also try to download and install the most current software for your camera. You'll find the most recent version of the Canon Software on our site by visiting http://Canon.us/SupportCF  

If this is an urgent support need, please call 1-800-OK-CANON (800-652-2666) weekdays 10am to 10pm (ET), excluding holidays to reach our friendly US-based Technical Support Team by phone.

If you're outside of the US, please CLICK HERE to contact Canon in your country/region. 

Thanks and have a great day!

[DZR]

The device is a Canon Powershot SX620HS, connected via USB or WiFi. The camera is connected with win8.1.

The problem is, that when installing the latest software DCS7.1 or DCS7.2, the installation stalled. I have tried several things like installing as admin or with compatibility mode. No success. There is a entry in the servicelog when the install process breaks, but I cannot identify this. Where can I provide the log?

Best regards

DZR

[shadowsports]

Hi DZR.

I don't think this forum allows log files to be uploaded into posts.  I did see an option to allow code (not applicable for error messages), but you can less formally post the error message from the installer log if thats what you have.  We might be able to get a better idea about this issue, missing dependancy, permissions, etc. 

Or it might require a call to support.  Happy to look at it for you if you like.  🙂

[DZR]

Hi shadowsports,

here is the end of the installationlog, where the error occurs:

20171229223417:INSTALL:UIxCoreInstallLib:INFORMATION:Extract=sourcePath=C:\Users\DZrenner\AppData\Local\Temp\CanonOFI_TEMP\Data\software\CameraWindow\COMMON\Microsoft.VC90.CRT.CAB,destPath=C:\Users\DZrenner\AppData\Local\Temp\UIx6B5D.tmp
20171229223417:INSTALL:UIxCoreInstallLib:INFORMATION:CopyItem=sourcePath=C:\Users\DZrenner\AppData\Local\Temp\UIx6B5D.tmp\Microsoft.VC90.CRT.manifest,destPath=C:\Program Files (x86)\Canon\CameraWindowDC8\Microsoft.VC90.CRT\Microsoft.VC90.CRT.manifest
20171229223417:INSTALL:UIxCoreInstallLib:INFORMATION:CopyItem=sourcePath=C:\Users\DZrenner\AppData\Local\Temp\UIx6B5D.tmp\msvcm90.dll,destPath=C:\Program Files (x86)\Canon\CameraWindowDC8\Microsoft.VC90.CRT\msvcm90.dll
20171229223417:INSTALL:UIxCoreInstallLib:INFORMATION:CopyItem=sourcePath=C:\Users\DZrenner\AppData\Local\Temp\UIx6B5D.tmp\msvcp90.dll,destPath=C:\Program Files (x86)\Canon\CameraWindowDC8\Microsoft.VC90.CRT\msvcp90.dll
20171229223417:INSTALL:UIxCoreInstallLib:INFORMATION:CopyItem=sourcePath=C:\Users\DZrenner\AppData\Local\Temp\UIx6B5D.tmp\msvcr90.dll,destPath=C:\Program Files (x86)\Canon\CameraWindowDC8\Microsoft.VC90.CRT\msvcr90.dll
20171229223417:INSTALL:UIxCoreInstallLib:INFORMATION:CallFunction=Registry Install Success!
20171229223417:INSTALL:UIxCoreInstallLib:INFORMATION:CallFunction=Register Install Success!
20171229223417:INSTALL:UIxCoreInstallLib:INFORMATION:Launch=CAULogXmlInstallLog m_AuInfo 0x3539b28
20171229223417:INSTALL:UIxBasicInstallerPlugin:INFORMATION: DebugInfo=appName(CameraWindowDC)result(InstallNG)
20171229223418:INSTALL:UIxCoreInstallLib:INFORMATION: DebugInfo=ReleaseInstallAction
20171229223418:INSTALL:UIxCoreInstallLib:INFORMATION: DebugInfo=ReleaseCleanupProc
20171229223418:INSTALL:install:ERROR:Error=CExecuteInstaller::ExecuteInstaller(),Install failed.
20171229223418:INSTALL:install:ERROR:Error=Install error
20171229223418:INSTALL:install:INFORMATION:InstallEnd=(0,"CameraWindowDC",STATUS_ERROR)
20171229223428:INSTALL:UIx:INFORMATION:CallPlugIn=UIxServicesPlugin,ServicesRelease,0x07b58c78
20171229223428:INSTALL:UIx:INFORMATION:ResultPlugIn=UIxServicesPlugin,ServicesRelease,0
20171229223428:INSTALL:UIx:INFORMATION:CallPlugIn=UIxContentsPlugin,ContentsRelease,0x08337e88
20171229223428:INSTALL:UIx:INFORMATION:ResultPlugIn=UIxContentsPlugin,ContentsRelease,0
20171229223428:INSTALL:UIx:INFORMATION:CallPlugIn=UIxMarketPlugin,MarketRelease,0x03498f38
20171229223428:INSTALL:UIx:INFORMATION:ResultPlugIn=UIxMarketPlugin,MarketRelease,0

It seems that the installer makes a good job, but the cleanup process stalls and so no installation.xml is written and so on...

Hope this helps to identify the problem.

Best regards DZR

[Tim]

Hello DZR, 

You may wish to try deleting any remnants of the software which might be on your computer and performing a full re-install of the software.  This should clear out any errors which might have been present initially.  If the issue persists, you may wish to try installing on a different computer to see if the same error occurs.