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Hans05's avatar
Hans05
Level 4
9 years ago

Off to a bad start with System Recovery 2013 R2 SP4

I was glad to see the long awaited System Recovery 2013 R2 SP4 version out today so I downloaded it and thought I'd get right to testing it on my first system.

Unfortunatly, I cannot even install the product.

I'm trying to install on a system with the following characteristics:

------------

Intel Core i7 Processor

32GB RAM

Boot Drive is a 500GB SSD

OS is Windows 10 with the November 2015 update, 64-Bit

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I launch the install by running "browser.exe". I get the initial welcome screen with the various elements such as Getting Started, Installation, etc. At this point I click on "Install Now". At this point a screen opens that says "Loading the install. Please wait..." but within about 2 seconds the screen disappears and nothing more happens. Note that there is no error message, the program just seems to go away completely and the "Setup Launcher" disappears from the task list if I'm monitoring it while I attempt the install.

As a test, I tried the install on a Windows 7 system and it worked perfectly.

Is this possibly a problem with the November Update to Windows 10? I sure hope that we don't have to wait for another update that supports the November Update :-)

Anyone else having any better luck than me?

 

 

 

 

 

 

Backup and Recovery
SSR 2013
System Recovery
Windows 8
  • criley's avatar
    criley
    9 years ago

    Hans05,

    What is your case number?

    I would suggest you take a look in the Windows event logs (system/application) at the time of trying the install. I suspect something is crashing causing the install to fail.

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  • r4784's avatar
    r4784
    Level 3
    9 years ago

    Sorry should have said build 1511 win 10 with latest updates as of today.

    Is there a newer version of ssr out there that my live update is not seeing???

     

  • CQ's avatar
    CQ
    Level 5
    9 years ago

    Hans05,

    SP4 installed without incident on my VM running a clean install of Win 10.   Also, one of the updated machines on which I installed SP4 also has 32 GB of RAM.  Go figure lol.  May be time to open a support case and send them installation logs.

    CQ

  • Hans05's avatar
    Hans05
    Level 4
    9 years ago

    CQ,

    I think that you are right. Probably time to open a case. In the meantime, I now have a 3rd machine on which it also fails to install on. That one too is a very vanilla almost clean install of Windows 10 1511. To too terribly sure how much the install log will tell since it never even gets as far as license agreement, but it's worth a shot. Here is the whole install log start to finish:

    Symantec System Recovery (TM) 2013 R2 Installation Log
    12-14-2015,19:07:22 : EnumProcesses Counts: 104
    12-14-2015,19:07:22 : OS is Windows 8 or Windows 2012.
    12-14-2015,19:07:22 : The OS product type is Workstation.
    12-14-2015,19:07:24 : Executing managed _Setup:
    12-14-2015,19:07:24 : D:\SSR 2013 R2 SP4\SSR\SSRx64\Install\_Setup.exe
     + 12-14-2015,19:07:25 : ERROR: Installation failed with error -532462766. GetLastError = :0

  • Hans05's avatar
    Hans05
    Level 4
    9 years ago

    r4784,

    In response to your question, yes, there is a newer version, SP4 was just released today. Maybe it's not showing in Live Update yet, but it's available via the licensing portal.

     

  • Hans05's avatar
    Hans05
    Level 4
    9 years ago

    CQ,

    I have now opened a Technical Support case, but in the meantime, one question for you: When you are installing are you simply installing the SP4 patch or are you using the the full System Recovery Desktop Edition 2013 R2 SP4 media? That's what I am doing. I'm not simply trying to run the SP4 update. Just thought I would make sure that this was clear.

     

  • criley's avatar
    criley
    Moderator
    9 years ago

    Hans05,

    What is your case number?

    I would suggest you take a look in the Windows event logs (system/application) at the time of trying the install. I suspect something is crashing causing the install to fail.

  • CQ's avatar
    CQ
    Level 5
    9 years ago

    Hans05,

    In all cases I have been using the full installation media.  As Chris suggested, I am curious what your Windows' logs show.  This failure over multiple machines must have a common thread.  Scratching my head on this one.

    Good luck and let us all know what you find out.

    CQ

  • r4784's avatar
    r4784
    Level 3
    9 years ago

    Hans05 

    I downloaded the sp4 and then when installing I get that error that it can't find software and can't install. I have ran live update several times last night and this morning and am still getting the error.

  • Hans05's avatar
    Hans05
    Level 4
    9 years ago

    Sorry, I really don't want to beat a resolved issue to death, but something just dawned on me:

    As part of my testing yesterday, I installed a brand new clean copy of Windows 10 in a VM and then tried to install System Recovery and that worked fine. I would think that the new install would not have had .NET 3.5 installed so I'm curious why that worked.

    If I have time, I may test this again and see what I can determine. At this point it's just more a matter of curiousity.

     

  • r4784's avatar
    r4784
    Level 3
    9 years ago

    Just tried to do a repair of ssr since it still won't take the sp4 update and when it tried to reboot -- I had no boot drive. After several minutes of panic and trying to reboot getting the same no boot drive found I used my Acronis backup and all is fine. The fact that ssr would not take sp4 and no one seemed to have an answer as to why and it then hosed my computer --- it will not be recommended to any of my customers.