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SN8 Installation Fail With "Can Not Load 7-Zip Library Or Internal Com Error" (Answer: Submit A Ticket And Attach A Log File - Read On!)

 

This past July I purchased Starry Night 8 Enthusiast and later in the month Pro. Both installed and worked just fine on my PC.

Earlier this week Windows 10 crashed and I found it necessary to restore the OS, this resulting in the loss of my software. I'm trying to reinstall my copies of Starry Night and cannot proceed: each time I try the installation halts with a pop-up indicating something to the effect of "can not load 7-zip library or internal com error". The installation rolls back and halts. I've shut down all other apps, disabled my antivirus, etc., but none of that helps.

Again, these are the very same installation files that previously worked just fine.  Now they do not.

I received a suggestion in response to a ticket submittal to run Windows Update then try again.  I did this, but again, Windows WAS updated prior to me reaching out to SC as I had performed a reinstall of same as a result of the crash I experienced.

Please also note that NO OTHER program is failing to install on my PC in this recovery I am performing.  It is ONLY Starry Night 8 Enthusiast and Pro that refuse to install.

Please advise. I'd really like to get these apps back on my PC asap.

Thank you!

 

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4 comments

  • 0
    Avatar
    Keiron Smith

    Hi Chris, 

    After SN8 installation fails, go to C:\Users\YourUserName\AppData\Local\Temp\ and sort by date. Grab the most recent log file. The log filename looks like MSIXX123.LOG.

    If you can't see a log please enable logging as shown here:

    https://support.microsoft.com/en-ca/help/223300/how-to-enable-windows-installer-logging

    Copy the log file here or attach it to your ticket.

    Thanks!

     

  • 0
    Avatar
    Dan Tanner

    Hello,

    I have the same issue with installation failure as Christophkaye said in his post. The only difference is that I have never been able to make any Starry Night program run properly on Windows 10 since I had to upgrade a few months ago. I was hoping the Enthusiast 8 version would run. 

    Like ChristophKaye, "each time I try the installation halts with a pop-up indicating something to the effect of "can not load 7-zip library or internal com error". The installation rolls back and halts. I've shut down all other apps, disabled my antivirus, etc., but none of that helps."  This is exactly our experience. 

    I saw your response to look at the log files, but those are completely empty when opened in Notepad. So logging is turned on, but nothing is being logged. I am very hesitant to work inside my computer's registry - I'm not that good with computers and my son, who is a programmer, warned that I should not try this. 

    Thank you for any insight or assistance.

    Dan

  • 0
    Avatar
    Keiron Smith
     

    Chris solved this problem on his own saying from December 13th:

    Keiron, check this out:  I went poking about in the registry, found a key for ASCOM, I believe related to SN. Set restore point, removed key,
    ran cleaner to remove temporary files and registry.

    Enthusiast and Pro appear to have installed, will next open same to try to complete registration.

    Yes, the key (no pun intended) really seemed to be those pesky temp files, I think even more so than the registry entries I removed.

    Chris

  • 0
    Avatar
    Stephen Cook

    Guys,

    When the install fails it may be left in a partially-installed state.  In addition to the ASCOM "debris" you may also want to go to the Apps and Features Page under Settings and see if the app that failed to install shows up.  If it does, you should uninstall it.  That will help clean up the registry and temp files.  I have seen times when this was required.

    Steve

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