Sign in to follow this  
Paul Theodoropoulos

Synergy 64 bit will not install.

2 posts in this topic

Discussion with support. I am reluctantly posting here. It seems to me that a software install that requires a debug output isn't really something one would expect the forum denizens to be able to figure out. I was an early supporter of synergy, and admittedly I have not paid much for it, but this is pretty clearly a defect which is very unlikely to be on my side (I've installed many applications in the months since I first reported this, with no issues), nor, as I said, to be something that forum folks would be likely to solve. But whatever. Details02/May/15 4:10 PMFull descriptionI mailed a few months back about this. I cannot install synergy. I have run every form of system cleaner, scrubber, remover, but every time I run the installer, it reports that the setup wizard ended prematurely with an error. I've looked in the system event viewer, and have attached the error. It's a bit frustrating, I've been unable to use synergy for several months now. Thanks for looking into this. Windows 7 pro 64bit. Latest attempt at install synergy 1.7.1 stable 64 bit. – Paul Theodoropoulos http://www.anastrophe.com Karen Williams05/May/15 3:59 AM Hi Paul, Thanks for purchasing Synergy Basic. Would you mind creating a new thread about this on our forum? http://synergy-project.org/forum/ Thanks, Karen [i](ticket was then closed and marked "resolved")[/i] Paul Theodoropoulos05/May/15 8:25 AM Okay, I guess this means I won't be using Synergy any more. That sucks. – Paul Theodoropoulos http://www.anastrophe.com Nick Bolton05/May/15 8:31 AM Hi Paul, I'm so sorry this issue was not resolved. I've assigned this to Wes who will do his best to try and solve this for you. Thanks, Nick p.s. Want free swag? https://goo.gl/2WwNDq Wes Dierdorff05/May/15 6:05 PM Hi Paul, I haven't seen this particular type of failure before. Are you running a 64-bit OS? If so, would you be willing to try the 32-bit version of Synergy? I've heard from some users that this gets past some strange issues. If that doesn't work, the next step will be to run the installer with logging enabled. This is not trivial to do, so it might be best to schedule a screen sharing session so I can do it for you. If you'd like to try it yourself, here is some info on how to go about it: http://www.advancedinstaller.com/user-guide/qa-log.html Paul Theodoropoulos05/May/15 10:58 PM The 32 bit installer completed successfully. During setup, at downloading plugins, the setup application became unresponsive and aborted; a repeat was successful and the setup completed. I can't test the actual functionality just this second, but should be able to test it in the morning. Will report back. Paul Theodoropoulos06/May/15 10:43 AM Complete failure. On start, application switches between responsive and unresponsive. Very high cpu usage before having to kill it. Client computer unable to establish connection. SSL errors. Restart yielded no change. Paul Theodoropoulos07/May/15 8:32 PM log output for install attempt with x64 version. Note that even after previous uninstall, and attempts at thorough cleanup using Revo Uninstaller, the application is still listed in 'programs and features' control panel. synergy.log (255 kB) Nick BoltonYesterday 4:56 AM Hi Paul, I'm so sorry for the delay, this is my fault. After I announced 1.7.2 the support helpdesk has been completely overloaded. I have assigned your issue to me, and I will try to solve it personally. Workaround: For now, please could you disable SSL in the Settings menu? It looks like you're experiencing this bug: https://github.com/synergy/synergy/issues/4624 We are currently working on a fix for this and should have something for you in 2 weeks. Thanks, Nick Paul TheodoropoulosYesterday 9:01 AM The primary problem from my perspective is not the SSL errors while trying to use the 32 bit version, it is the failure of the 64 bit version to install. I provided the logged msiexec output below for that reason. I just tried installing 1.7.2 x64, and the install fails as always. When I install the 32 bit version, there is no start menu entry created, which is rather annoying. I do not want to run without SSL. I'm a systems administrator, I can't have keyboard traffic going in-the-clear. Nick BoltonYesterday 9:06 AM > failure of the 64 bit version to install Aha! Thanks for bringing me up to speed. So you'd like to focus on getting the 64-bit installer to work? Thanks, Nick Paul Theodoropoulos Yesterday 9:30 AM Please review the ticket. I already ran a debug/log msiexec install of the 64 bit version per request of the other support person. Nick BoltonYesterday 11:47 PM Sorry about that, I reviewed the installer log, it looks like this line might be the smoking gun: CustomAction returned actual error code 1603 (note may not be 100% accurate translation happened inside sandbox) My gut feeling tells me this feature added in 1.7.2 might be the cause: https://github.com/synergy/synergy/issues/4607 So I went ahead and raised a bug for you: https://github.com/synergy/synergy/issues/4670 Right now I want to figure out a workaround, so lets get started on that... I'm thinking that the setup runs fine until the end where the program is simply failing to start Synergy. To prove this, we're going to need to try the 1.7.1 installer, which you can grab here: http://synergy-project.org/download/?alt Let me know if that works or not, and we can go forward from there. Thanks, Nick Paul TheodoropoulosToday 12:11 AM Did you read the very first "Details" of this ticket, where I describe the issue? Pretty clearly not. Even when Wes tried to help, he asked whether I was running a 64 bit OS. These are questions, and suggestions, that are asked and answered in the very first entry. All due respect, this is like pulling teeth. Paul TheodoropoulosToday 12:21 AM I realize you're a small shop. I realize I paid very little for the software. I appreciate good-faith attempts, but inattention to details just means that this issue is dragging on many times longer than it should, and therefore costing you time, which ultimately is money. Nick BoltonToday 1:09 AM Hi Paul, You're right, I'm not doing too well with your ticket, but I will keep trying my best until we resolve this. Thank you so much for your patience, I really appreciate it. Wes is watching this ticket, so he'll be able to jump in and tell me where I'm going wrong. > The primary problem from my perspective is not the SSL errors while trying to use the 32 bit version, it is the failure of the 64 bit version to install. Does this mean you'd like to focus on the 64-bit Windows installer issues? Please let me know if you'd prefer to go forward with the 32-bit installer in this ticket, then we can take a look at the post-install issues. Thanks, Nick Nick BoltonToday 1:17 AM Hi Paul, Actually, if you don't mind, could we continue this discussion on the forums? I think this would be much better since others can jump in more easily and show me where I'm going wrong in my understanding. http://synergy-project.org/forum/ I'd really appreciate it if you create a new thread and send me the URL so I can take a look for you. Please make sure you sign in to the forum with your Synergy account email and password. Thanks, Nick [i]And with that, the ticket was again closed as 'resolved'. [/i]

Share this post


Link to post
Share on other sites
I'd like to add my name to the list of folks that this is an issue for. I've got a workstation behind my corporate firewall that I'm trying to use Synergy on and it won't get past the section where it tries to download the plugin.

Share this post


Link to post
Share on other sites
Well this is certainly an unfortunate saga. The user forum is a user-driven support area. For Synergy users who have purchased Synergy Pro there would be more options for support. This is concerning: "I have run every form of system cleaner, scrubber, remover, but every time I run the installer, it reports that the setup wizard ended prematurely with an error." The more such software is run on a computer, the higher risk of important things being changed in ways that cause errors later. These applications cannot be aware of every change that every application out there might make, and they are also only as good as the info they contain about the operating system (when there are subtle differences in OSes as far as specific versions, service packs, the installation directories for things, etc.). If this issue isn't the #4607 issue as @Paul Theodoropoulos says (hello, I hope you're still with us!), then it is probably Paul's computer that has a problem. Does installing the latest Synergy (1.7.3 or preferably the latest pre-1.7.4 nightly build) overcome this issue?

Share this post


Link to post
Share on other sites

Please sign in to comment

You will be able to leave a comment after signing in



Sign In Now
Sign in to follow this