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PEP2 and PEP3 "hang" and do not complete installation
This thread has 12 replies. Displaying all posts.
Post 1 made on Friday November 1, 2019 at 11:47
Rolando1948
Long Time Member
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Hi everyone,

I have been away from the forum for quite some time. But just recently I came across an issue on my desktop PC (I7-9700K CPU, 32G mem, Windows 10 Pro ver.1903-build 18362.418), that has me tied up without being able to find a solution. I have tried to alternately install PEP2 and PEP3, but I get an error "Invalid File Handle 32" when the "Fonts" folder is being created, I then hit "OK" and the install continues, but when either version of PEP reaches the point of "creating folder backup", they just hang indefinitely and I have to use "Task Manger" to quit the install. I have already made install attempts as "User" and "Admin", with "anti-virus" on and off, I also used the app "IOBit Uninstaller" to remove all traces of previous install attempts before continuing with a subsequent attempts. Both versions of PEP are the "last versions", the PEP2 has installed on my laptop (Window 10 Home, ver.1809 - build 17763.805) with no issues and works correctly. Any help, support or insight will be greatly appreciated.
Rolan
Post 2 made on Friday November 1, 2019 at 18:22
Lyndel McGee
RC Moderator
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12,334
Is UAC active or not active? If active, turn off and try again as Admin.

Here's a handy link for MS OS-level errors.

[Link: docs.microsoft.com]

I think the error here may be a sharing violation.

I still run Win7 32 bit and have not moved to 10. Others have had success with VMWare on Win10 but I cannot attest to that.


Have you also seen this thread?
[Link: remotecentral.com]
Lyndel McGee
Philips Pronto Addict/Beta Tester
OP | Post 3 made on Friday November 1, 2019 at 23:59
Rolando1948
Long Time Member
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Thanks for the prompt response Lyndel, unfortunately turning off the UAC was to no avail. The PEP installs still "hangs" exactly at the point where it indicates "Create folder: Backup". This occurring on my desktop install, while on my laptop with Windows 10 Home, PEP2 installed and work perfectly. I guess if I can not get it to install, I will have to take the VM route that you suggest. Thank you
Rolan
Post 4 made on Sunday November 3, 2019 at 09:34
Lyndel McGee
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If it is complaining about 'Backup', don't check the options to backup the database or the gallery (you can do those manually if you simply make a copy of the .gef files and the .mdb/dat files)
Lyndel McGee
Philips Pronto Addict/Beta Tester
Post 5 made on Monday November 4, 2019 at 04:44
Twelfth Monkey
Regular Member
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68
Mine hangs at the backup stage - whereabouts are the options to be unchecked?
Post 6 made on Wednesday November 6, 2019 at 18:11
Lyndel McGee
RC Moderator
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At one time, I seem to recall that the PEP install asked to make backup copies of your gallery and my database. Maybe they removed that?
Lyndel McGee
Philips Pronto Addict/Beta Tester
Post 7 made on Thursday November 7, 2019 at 04:29
Twelfth Monkey
Regular Member
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Seems that they have. But coincidentally when you look at the stage at which the install process hangs, it says 'backup'.
OP | Post 8 made on Sunday November 17, 2019 at 11:14
Rolando1948
Long Time Member
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After some hours of failed attempts I was finally able to install PEP2 on my Windows 10 desktop. Here is what I understand was the principal and maybe only install impeding factor. In another "thread" Lyndel mentioned and recommended that the service "ProntoDataService" be stop or disabled, but in my case the service refuses to stop, so I then decided to find the source folder and delete the file, but Windows 10 would not permitted it, no matter how many different ways I tried to delete it, so the service would just keep running and not accept to stop. I then found "FileASSASSIN" with which I was able to delete the file, but this would be to no avail since the next iteration of install would immediately reinstall the file and the service, which again I would not be able to stop. Understanding that this was the install issue, but frustrated I stop my efforts. But today when I tried one more time, I succeeded by just monitoring the install process while my "Task Manager" was opened on the "Details" tab and when the service for this install iteration of the PEP2 appeared I immediately selected to stop it and this time it did stop and the install completed successfully. So in summary, I am convinced that being able to stop the "ProntoDataService" is the key to getting PEP installed in Windows 10 machines in which the install process is "hanging". My great appreciation to Lyndel for having pointed us in this direction.
Thank you
Rolan
Post 9 made on Monday November 18, 2019 at 03:33
Twelfth Monkey
Regular Member
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Did this bring in the database, buttons etc?
OP | Post 10 made on Monday November 18, 2019 at 13:15
Rolando1948
Long Time Member
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January 2008
37
As far as I can tell it installed all the components. If you are inquiring specifically about the Graphics Gallery, it did install all of the buttons, backgrounds, etc. I had consider that I might have to find a way to install everything piecemeal, but as I previously described, after hours of unsuccessful attempts, in my last attempt, in almost an instant of time, just before the install would hang again and while having the Windows 10 "Task Manger" with the "Details" tab open I was able to stop the "culprit" (ProntoDataService.exe) and the install proceeded to complete successfully.

Good luck!
Rolan
Post 11 made on Tuesday November 19, 2019 at 04:10
Twelfth Monkey
Regular Member
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68
Hey, it worked for me too, so many thanks!

I do have it on a win7 machine, but it's great to not have to rely on it. Thanks for sharing this fix.

Simon
OP | Post 12 made on Tuesday November 19, 2019 at 08:51
Rolando1948
Long Time Member
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You're welcome. I am just glad that I could be of help as many others have previously helped me. Let us not forget the Lyndel pointed us in the right direction and perseverance delivered success after many failed attempts.
Rolan
Post 13 made on Tuesday November 19, 2019 at 10:26
Twelfth Monkey
Regular Member
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68
I've lost count of the number of times I've thanked him for help elsewhere!

But in this instance it was your very specific instruction that did the trick.


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