Problem when upgrading

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Problem when upgrading
Cannot uninstall previous version 
Fabrice Durieu




Posts: 144
Joined: 2010-12-13
Hello,

I'm trying to upgrade from v8.0.4330 to 9.1.4620
When I try to install v9, it tell me that a previous version is installed and I need to first uninstall it.
When I try to uninstall v8, it tell me there is a problem with the package and couldn't uninstall it.

Do you already had the case ? Do you know how to unblock me ? I know I can do it via the registry but maybe you've a quicker way to do it.

Thank you for your help
Fabrice
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Posted 05 Nov, 2018 09:44:25 Top
Andrei Smolin


Add-in Express team


Posts: 17132
Joined: 2006-05-11
Hello Fabrice,

Try to repair it first. Close all Office applications and Visual Studio instances. If uninstalling fails, check if there are any traces of the issue in system logs (was it Application log?) and in the logs of your antivirus software.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 05 Nov, 2018 09:52:40 Top
Fabrice Durieu




Posts: 144
Joined: 2010-12-13
Thank you for your quick answer.
When repairing I've a error popup shown:

---------------------------
Add-in Express
---------------------------
The Add-in Express installation error!

Possible reasons:
  * an error while activating the product.
  * using a wrong product key (e.g. a key for another product or version).


Please try to activate the product again or contact the support service at:
support@add-in-express.com
---------------------------
OK   
---------------------------


I've try to re-activate the product but ... don't know how: I installed it while using VS2015, now I've VS2017 and never installed it in this VS version. So I don't have access to the ADX menu in VS.
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Posted 05 Nov, 2018 10:02:50 Top
Andrei Smolin


Add-in Express team


Posts: 17132
Joined: 2006-05-11
Hello Fabrice,

What message do you get while uninstalling the product? Are you use you use the same account that you used to install it?

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 06 Nov, 2018 05:25:34 Top
Fabrice Durieu




Posts: 144
Joined: 2010-12-13
Hello Andrei,

When uninstalling I don't get any message. I'll try using command line switch and generate some logs
Yes, same account

Maybe the (old) licence is blocked ? Because I already had this once a few years ago, as I have several dev machine (1 desktop, 1 laptop, 1 vm).

Thank you for your help,
Fabrice
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Posted 06 Nov, 2018 06:08:42 Top
Fabrice Durieu




Posts: 144
Joined: 2010-12-13
This is the message logged when executing via command line with /le parameter:

=== Début de l’écriture dans le journal : 06-11-18 12:16:49 ===
Erreur 1721. Problème détecté dans ce package d’installation Windows. Un programme requis pour cette installation n’a pas pu être exécuté. Contactez votre support technique ou l’éditeur du package. Action : _FCEAC2C0_3163_4B2D_B236_E3F1852E4E36, emplacement : C:\Program Files (x86)\Add-in Express\Add-in Express for .NET\Bin\ADXTBOInstaller.2005.exe, commande : ANY UnInstall ToolBox 2010 "Toolbar Controls for Microsoft Office" "C:\Program Files (x86)\Add-in Express\Add-in Express for .NET\Bin\AddinExpress.ToolbarControls.2005.dll"
=== Fin de l’écriture dans le journal : 06-11-18 12:16:51 ===


Which could be google translated:

=== Start of writing in the newspaper: 06-11-18 12:16:49 ===
Error 1721. The problem is detected in this Windows installation package. A program required for this installation could not be run. Contact your technical support or package publisher. Action: _FCEAC2C0_3163_4B2D_B236_E3F1852E4E36 Location: C: \ Program Files (x86) \ Add-in Express \ Add-in Express for .NET \ Bin \ ADXTBOInstaller.2005.exe Command: ANY UnInstall ToolBox 2010 "Toolbar Controls for Microsoft Office" " C: \ Program Files (x86) \ Add-in Express \ Add-in Express for .NET \ Bin \ AddinExpress.ToolbarControls.2005.dll
=== End of writing in the newspaper: 06-11-18 12:16:51 ===
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Posted 06 Nov, 2018 06:19:46 Top
Fabrice Durieu




Posts: 144
Joined: 2010-12-13
Side note : this was the log when trying to uninstall v8

msiexec /x adxnet-v800-b4330-vs-pro.msi /le "adx.log"
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Posted 06 Nov, 2018 06:21:14 Top
Andrei Smolin


Add-in Express team


Posts: 17132
Joined: 2006-05-11
Fabrice,

Did you start msiexec.exe from an elevated Command Prompt?

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 06 Nov, 2018 06:48:19 Top
Fabrice Durieu




Posts: 144
Joined: 2010-12-13
Andrei Smolin writes:
Did you start msiexec.exe from an elevated Command Prompt?


Yes
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Posted 06 Nov, 2018 06:50:30 Top
Andrei Smolin


Add-in Express team


Posts: 17132
Joined: 2006-05-11
Please start an elevated Command Prompt and execute this command line:

"C:\Program Files (x86)\Add-in Express\Add-in Express for .NET\Bin\ADXTBOInstaller.2005.exe" ANY UnInstall ToolBox 2010 "Toolbar Controls for Microsoft Office" "C:\Program Files (x86)\Add-in Express\Add-in Express for .NET\Bin\AddinExpress.ToolbarControls.2005.dll"

What is the result?

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 06 Nov, 2018 07:05:56 Top