Failed update -10.4.4.92

[jvida.cpa@gmail.com]

Updater-10.4.4.392 "Package 'PDF-XChange Editor' installation failed
How do I fix this problem I have tried several times to install the .392 update but keep getting the same message.
I tried using Norton 360 Software Updater and it says .392 has been installed but when I open PDF-Xchange it is running the.391 version
Desktop windows 10 see below for my system info
OS Name Microsoft Windows 10 Pro
Version 10.0.19045 Build 19045
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name DESKTOP-NRURRSL
System Manufacturer System manufacturer
System Model System Product Name
System Type x64-based PC
System SKU SKU
Processor Intel(R) Core(TM) i7-7700K CPU @ 4.20GHz, 4201 Mhz, 4 Core(s), 8 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. 0304, 11/14/2016
SMBIOS Version 3.0
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer ASUSTeK COMPUTER INC.
BaseBoard Product PRIME B250-PLUS
BaseBoard Version Rev X.0x
Platform Role Desktop
Secure Boot State Off
PCR7 Configuration Binding Not Possible
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume2
Locale United States
Hardware Abstraction Layer Version = "10.0.19041.5072"
User Name DESKTOP-NRURRSL\Jim
Time Zone Eastern Standard Time
Installed Physical Memory (RAM) 16.0 GB
Total Physical Memory 15.9 GB
Available Physical Memory 8.58 GB
Total Virtual Memory 18.3 GB
Available Virtual Memory 10.1 GB
Page File Space 2.38 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualization-based security Not enabled
Device Encryption Support Reasons for failed automatic device encryption: TPM is not usable, PCR7 binding is not supported, Hardware Security Test Interface failed and device is not Modern Standby, Un-allowed DMA capable bus/device(s) detected, TPM is not usable
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware No
Hyper-V - Data Execution Protection Yes

[Stefan - PDF-XChange]

Hello jvida.cpa@gmail.com,

We have not had other reports of the updater failing with this build, so maybe it is something specific to your machine. If that a managed device where only your IT Administrator can install software?
If not - then please try to instead manually download the installation package for the Editor from here:
https://www.pdf-xchange.com/product/pdf-xchange-editor
And just install it over the existing installation, and it should update the Editor to V10.4 build 392 for you.

Kind regards,
Stefan

[jvida.cpa@gmail.com]

Please see the attached message I receive when trying to reinstall.

[jvida.cpa@gmail.com]

Then I receive the above message after the above error,

[Daniel - PDF-XChange]

Hello, jvida.cpa@gmail.com

That would indicate that the windows MSI database has been damaged, it also appears that the problematic version was installed by Norton, not by us. To fix this, we will need to know the GUID of the damaged/missing installer package, to help get you back on the right track. Can I ask you to please follow the steps here to log the installation, and then send us the Log file that is generated:
https://www.pdf-xchange.com/knowledgeba ... or-Support
This log file should contain the GUID that is needed to help sort things out. As long as Norton does not tamper with the installer itself.

Kind regards,

[jvida.cpa@gmail.com]

Hi Dan,

As requested here is the 64 bit log you requested.

=== Verbose logging started: 11/24/2024 0:48:05 Build type: SHIP UNICODE 5.00.10011.00 Calling process: C:\WINDOWS\system32\msiexec.exe ===
MSI (c) (4C:D8) [00:48:05:767]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg

MSI (c) (4C:D8) [00:48:05:769]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg

MSI (c) (4C:CC) [00:48:05:783]: Resetting cached policy values
MSI (c) (4C:CC) [00:48:05:783]: Machine policy value 'Debug' is 0
MSI (c) (4C:CC) [00:48:05:784]: ******* RunEngine:
******* Product: C:\Users\Jim\downloads\EditorV10.x64.msi
******* Action:
******* CommandLine: **********
MSI (c) (4C:CC) [00:48:05:786]: Note: 1: 2203 2: C:\Users\Jim\downloads\EditorV10.x64.msi 3: -2147287037
MSI (c) (4C:CC) [00:48:05:787]: MainEngineThread is returning 3
=== Verbose logging stopped: 11/24/2024 0:48:05 ===

Thank you Jim

[Spohr52]

Hello,
I have the same problem.

[Daniel - PDF-XChange]

Hello to both of you!

Hi Dan,

As requested here is the 64 bit log you requested.

That seems to be alot less information than we would have expected, and does not include any of the detials we would have needed. I am just passing this on to the Dev team for review. They may ask for a remote session to debug this issue with you directly. (I have just sent you an email directly about this, please check your inbox at your earliest convenience)

Hello,
I have the same problem.

That does not appear to be the same issue as this thread is discussing. In your case, the problem is likely a permissions issue, which you can get around simply by uninstalling the software manually, restarting your PC, and then logging into your account page, to download and run the correct installer manually for the update.

Kind regards,