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Setup: Bootstrapper fatal error during installation

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Due to this error I was unable to make a regular update. I had removed Evernote totally (all files, folders, registry keys, etc.). Unfortunately it turned out that I am unable to make clean installation either (so for now I’ve lost Evernote for Windows). I was trying to do it as a regular user, as an administrator, for all users, only for me, every combination possible – with the same error at the end. I have absolutely no issues with other applications with MSI installer. I don’t have any MSI-related policies applied. It is a bug in Evernote's installer. 

Error from the installer:

The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2755.

error-01-2019-12-30_16-07-16.png.267c8a808160cd3ac35f4b9b8801f59a.png

Error from bootstrap:

Setup error: (.\Bootstrapper.cpp:984)  0x643: Fatal error during installation.

error-02-2019-12-30_16-37-59.png.fd59823ee6ccb3fb6cfcfe85f3c073ad.png

My OS:  Windows 10 Enterprise version 10.0.17763.864

I use tons of different software, I’m testing/comparing UX/UI features, so I’m installing/uninstalling lots of applications every week. Evernote setup is the only installer I have issues with. So I don’t think it is a “Windows problem”. It is a serious bug in Evernote introduced in 2015 or even earlier.

Related topics (just a bunch of them):

https://discussion.evernote.com/topic/120482-6192-upgrade-installation-failed

 

 

 

 

No workarounds described in above topics works for me.

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Hi.  As a subscriber you can look for some specialised assistance from Evernote Support via https://help.evernote.com/hc/requests/new  -What you get here is mostly comment by other users who have had the same issue.  There have,  as you have listed,  been a few dozen with the same problem;  but against the millions of users who are updating Evernote,  the failure rate is extraordinarily low.  AFAIK all the previous issues have been curable with one suggestion or another.  Best advice is talk to Support to see what they can do...

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I just looked at log file: 


[12/30/2019 16:00:08] Evernote 6.22.3.8816 Installation has started
[12/30/2019 16:00:08] Running as user: LocAdmin
[12/30/2019 16:00:08] (User is an admin)
[12/30/2019 16:00:08] Initializing installed product finder.
[12/30/2019 16:00:08] Checking if product {f761359c-9ced-45ae-9a51-9d6605cd55c4} is installed.
[12/30/2019 16:00:08] Product {f761359c-9ced-45ae-9a51-9d6605cd55c4} is not installed.
[12/30/2019 16:00:08] Checking if other users have product {f761359c-9ced-45ae-9a51-9d6605cd55c4}.
[12/30/2019 16:00:08] Product GUID {f761359c-9ced-45ae-9a51-9d6605cd55c4} was not found in the registry
[12/30/2019 16:00:08] Initializing installed product finder.
[12/30/2019 16:00:08] No products with upgrade code {AE2C091E-CF5F-4e30-8659-D640E23A8B99} found.
[12/30/2019 16:00:08] Checking if other users have upgrade code {AE2C091E-CF5F-4e30-8659-D640E23A8B99} (E190C2EAF5FC03e468956D042EA3B899).
[12/30/2019 16:00:08] Not found, trying Wow64
[12/30/2019 16:00:08] Upgrade code {AE2C091E-CF5F-4e30-8659-D640E23A8B99} was not found in the registry
[12/30/2019 16:00:08] Initializing installed product finder.
[12/30/2019 16:00:08] Checking if product {A5C8B875-E86C-4783-83F4-F35E788FFC29} is installed.
[12/30/2019 16:00:08] Product {A5C8B875-E86C-4783-83F4-F35E788FFC29} is not installed.
[12/30/2019 16:00:08] Checking if other users have product {A5C8B875-E86C-4783-83F4-F35E788FFC29}.
[12/30/2019 16:00:08] Product GUID {A5C8B875-E86C-4783-83F4-F35E788FFC29} was not found in the registry
[12/30/2019 16:00:08] Checking for already installed products
[12/30/2019 16:00:08] Did not detect any installed versions of Evernote 3.5 or 4.
[12/30/2019 16:00:08] Product is not currently installed. No admin check needed.
[12/30/2019 16:00:08] Parsing command line: "D:\Desktop\Evernote_6.22.3.8816.exe" 
[12/30/2019 16:00:08] The following arguments will be passed on to msiexec.exe:  /lvx* "T:\Temp\EvernoteSetupMSI.log"  ALLUSERS=1
[12/30/2019 16:00:08] Extracting resource with ID 129 of type BIN to file T:\Temp\Evernote.msi
[12/30/2019 16:00:09] Using MSI package from T:\Temp\Evernote.msi
[12/30/2019 16:00:09] Executing C:\WINDOWS\system32\msiexec.exe /i "T:\Temp\Evernote.msi"  /lvx* "T:\Temp\EvernoteSetupMSI.log"  ALLUSERS=1
[12/30/2019 16:01:08] Process execution was successful.
[12/30/2019 16:01:08] Installation failed: (.\Bootstrapper.cpp:984) 0x643:B

And I realized what the problem might be: non-default TEMP folder location

Executing MSI directly (not the downloaded EXE file) from any folder on system drive allowed the installation to complete successfully.

So yes, this is a bug in Evernote's installer and it should be fixed.

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Great job with the details and problem isolation. A couple of thoughts:

  1. So the problem started with a working copy of EN. First error message was when you tried to upgrade?
  2. After the initial problem, before you manually removed EN, did you try to uninstall EN using the uninstaller? It sounds like you did but wanted to be sure.
  3. When you wrote, "It is a serious bug in Evernote introduced in 2015 or even earlier" you say 2015 because you searched the support knowledgebase and forums here and found problems similar to yours that date to 2015? You weren't running any EN versions from 2015 were you?
  4. The problem could be that EN installer doesn't deal with non-default TEMP folder location, or, that it uses a depreciated method of discovering it (like looking for TMP or TEMP environment variables or similar). If so, it seems like an MSI bug, not an Evernote bug, although it could have been caused by something Evernote did wrong when they built the most recent install package. I haven't upgraded to Win 10 yet so I can't be more specific.
  5. Can you try setting your TEMP folder back to the standard location?
  6. Can you try installing the previous version of EN for Win? I think there are sites that archive those, if EN won't make it available to you.

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