Lumion Support Center

Support for unlicensed users => Post here if you can't find your License Key => Topic started by: mischa on December 01, 2010, 05:03:14 pm

Title: Installation Problems of full version
Post by: mischa on December 01, 2010, 05:03:14 pm
Dear support,

I bought myself the full version because I liked the demo version of lumion. You sent me the downloadlink, which I downloaded instantly. The filesize is 1.730.782 KB. When I do a right click on the downloaded file the system halts and nothing happens. The process does not answer anymore and even after 30 minutes still the same and the only thing to do is to kill the process with taskmanager. I downloaded the file a second time. Same thing. I tested this file on 3 pcs, two with windows vista ultimate 64 bit and one with windows xp 32. I am not able to open it (as administrator) or install the file. I never had something like that before and don t know what is wrong. Can you help me with this problem? Someone else encountered this problem or knows a solution for that strange effect.

Thx Mischa
Title: Installation Problems of full version
Post by: Ferry on December 01, 2010, 05:11:21 pm
Well one thing I noticed is that you should run the file locally. If you intall it while starting on a network it doesn't seem to work. We didn't sign the exe which might give the problem so I'll see if we can sign it and see if that solves this problem.
Title: Installation Problems of full version
Post by: mischa on December 01, 2010, 05:25:34 pm
Thx for the quick reply. The second time I downloaded it directly on a local pc and started it from the harddisk, same effect...
Title: Installation Problems of full version
Post by: mischa on December 01, 2010, 05:27:27 pm
The first time I downloaded it on my server. At the moment I am not able to delete or do anything with this file, as oon as I click on it the process gets stucked.
Title: Installation Problems of full version
Post by: Ferry on December 01, 2010, 05:43:39 pm
Downloading it also at this moment to see if there is a problem. Though I didn't hear anything from other customers who downloaded the full version. 
Title: Installation Problems of full version
Post by: mischa on December 01, 2010, 06:04:36 pm
Will I also get a DVD of the Software with the usb stick?

Hope someone will find a solution for my problem. I already tried several things, but no success.
Title: Installation Problems of full version
Post by: See3D.be on December 01, 2010, 06:07:19 pm
Yes you get a box with dvd and usb dongle.

 

Untill now no other download issues reported
Title: Installation Problems of full version
Post by: Ferry on December 01, 2010, 06:15:12 pm
Did you get my personal message on this forum?
Title: Installation Problems of full version
Post by: Ferry on December 01, 2010, 06:22:22 pm
Just downloaded the full version.

 

It first asks me if I really want to start since the exe is unsigned.

 

After that 1 second later I get the white background of Lumion and the lumion install dialog.

 

I downloaded the setup with google chrome.

 

So I can only think of 2 reasons. 

 

1. You are not allowed to start non signed exes by virus/secturity settings.

2. For some reason your download corrupted.
Title: Installation Problems of full version
Post by: mischa on December 01, 2010, 06:37:17 pm
I am downloading the new file and will try it again. I downloaded the first file with the internet explorer and once with mozilla. Normally my virus protection system reacts after double clicking and asks me if I realy want to start this exe. It scans the files but if it finds something suspicious the scanner asks me what to do. I did not get such a message, so it must be something else after my opinion. Maybe because it is not signed, but I installed already unsigned files and normally Microsoft gives a message if that is ok and that is all.
Title: Installation Problems of full version
Post by: bigkahuna on December 01, 2010, 08:24:53 pm
Could it be that the problem is being caused by the virus scanner?  Perhaps because the file is so large the scanner doesn't complete the scan of the file.  Maybe if you turned off the virus scanner until after the file is downloaded and installed it might work.

 

Also, am I reading this right that the full version is over 1 GB?  Perhaps a better way to post the file might be through anonomous FTP instead?
Title: Installation Problems of full version
Post by: Ferry on December 01, 2010, 08:26:37 pm
It indeed is a 1.7 gb exe installer.

 

I am not sure if the download itself is the problem.
Title: Installation Problems of full version
Post by: mischa on December 01, 2010, 08:44:15 pm
Downloaded the file: same problem Cry

I tried it on two further pcs both with windows 7, it does not work, one of these pcs was not of my office. Nobody else encounters that problem?
Title: Installation Problems of full version
Post by: mischa on December 01, 2010, 08:45:48 pm
will try to click it after deactivating my virus scanner (then file is 1.7 gig big)
Title: Installation Problems of full version
Post by: Ferry on December 01, 2010, 08:51:47 pm
How big was the file before then?

 

The exact size my screen says of the setup is:

 

Size         :   1.772.320.090

Size on disk    :   1.772.322.816
Title: Installation Problems of full version
Post by: mischa on December 01, 2010, 09:17:52 pm
Does not work either. File size of LumionSetup.exe:1.730.782 kb
Title: Installation Problems of full version
Post by: bigkahuna on December 01, 2010, 09:37:53 pm
Looks like your download is 42 MB short.  I've never tried to download a file that big via http, but I suspect something is timing out before the download completes.

Just brainstorming as this is an interesting problem.
Title: Installation Problems of full version
Post by: mischa on December 01, 2010, 09:46:34 pm
Interesting problem yes and i am going mad meanwhile Yell
Title: Installation Problems of full version
Post by: Ferry on December 01, 2010, 09:51:38 pm
It can be many things that cripple your exe. Probably signing is quite important for you. We will sign this version tomorrow morning.

 

You might try Chrome but I doubt that the downloader itself is crippling the exe.
Title: Installation Problems of full version
Post by: mischa on December 01, 2010, 09:57:19 pm
I downloaded agin both files: LumiOnSetup.exe 1.730.782 KB  / LumionInstaller.exe 1.730.712 kb allways the same size

But even if the file is not downloaded completedly, mustn t there happen something? I can t click them, I can t delete them, the system even seems to be slower after clicking on them.
Title: Installation Problems of full version
Post by: Ferry on December 01, 2010, 10:53:52 pm
If the files are corrupt the installer might break down. You can start the task manager to see if the setup is running.
Title: Installation Problems of full version
Post by: See3D.be on December 01, 2010, 10:58:16 pm
I used chrome do download, my pc wend even in sleep mode when i was away, turn it back on and it complete the download correct.
Title: Installation Problems of full version
Post by: mischa on December 02, 2010, 12:11:51 am
I checked the file size in windows xp 32 bit (there i can get the file properties without crashing)

the file size seems to be correct:

size 1.772.320.090 Bytes

hard disk size: 1.772.332.816 Bytes

 

Can it be a problem with 64bit systems? 
Title: Installation Problems of full version
Post by: mischa on December 02, 2010, 12:22:01 am
I achieved to install the software on a pc which runs with windows xp in 32 bit mode. So the file can t be corrupt. The other pcs are all 64 bit sytsems with vista or windows 7 on it. Does that help to find a solution for my problem? The installation is useless on this pc because I need it on the quickest cp with the best graphic card, this pc is the oldest in my office, it normally only used for mailing and stuff like that.
Title: Installation Problems of full version
Post by: See3D.be on December 02, 2010, 12:53:37 am
I will try tomorow to download and install it on  awin7 64bit system
Title: Installation Problems of full version
Post by: mischa on December 02, 2010, 01:00:31 am
ok, thx! I hope I will soon find a solution how to install Lumion.
Title: Installation Problems of full version
Post by: mischa on December 02, 2010, 01:45:59 am
I finally achieved to install it!! Smile i watched the task manager very closely when clicking on the file and saw that one process suddenly needed 90 percent of cpu usage. The file is called MSmpeng.exe and is the Microsoft AntiMalware Service a aprt of the microsoft security suite. Like some of you said before my system wanted to scan the huge file for malware or viruses... what a shame, I thought I deactivated already everything... But I never had that problem before with, even not with bigger files like Adobe Photoshop CS5 Extended which I also got online. What is the difference in this case?  
Title: Installation Problems of full version
Post by: bigkahuna on December 02, 2010, 01:54:28 am
Glad you got it sorted.  As a software developer myself I can tell you that lots of applications have issues with virus scanners and so it's often the first thing I check if there's a problem.
Title: Installation Problems of full version
Post by: Ferry on December 02, 2010, 08:03:30 am
Strange thing is that we use a well know installation program to create the installer. You would say this problem is something they would encounter more often.
Title: Installation Problems of full version
Post by: bigkahuna on December 02, 2010, 10:43:17 am
A lot of virus scanners will scan a file as soon as it's been downloaded via http.  I know AVG and Microsoft Security Essentials do this.  1.7 gb is a mighty big file to distribute over the internet.  My guess is that somewhere between when the file finishes its download and when the virus scanner begins the scanner hangs.  Could be that the size of file is too big for the scanner to work.  It could also be something between the OS, the browser and/or the virus scanner.  I really don't know, but I think you might be able to avoid this issue by using FTP which often avoids the virus scanner entirely.  I'm certainly not an expert on this topic, but it's probably worth a try.
Title: Installation Problems of full version
Post by: mischa on December 02, 2010, 01:02:08 pm
I don t think that it has something to do with the download, because also when I copy it elsewhere (another harddisk, an usb dongle,...) I encounter the same problem. As soon as I click onthe file and my Microsoft Security Suite is activated the cpu usage goes up and the system starts to stutter. I can t do nothing with the file. As soon as I deactivate the AntiMalware Service everything is fine and I can copy, delete or start the file... Seems to me like the Antimalware allways scans this file as soon as I click it (one click or double click, or right mouse click). Maybe th scanner isn t succesfull in scanning and so it retries it everytime I click it?
Title: Installation Problems of full version
Post by: Ferry on December 02, 2010, 01:23:08 pm
We are figuring the same. We will try to build a smaller exe with a data file as alternative download.