How to correct problem with Paratext 8 not starting - Can't load ICU library

Question

Some users have had problems starting Paratext 8 after it has been installed and are getting the message: Can’t load ICU library.

We currently think the cause is a problem with one of the Microsoft Visual C++ runtime packges that are required for the ICU library and some other libraries that Paratext uses.

The steps to correct this problem are:

1. Open “Programs and Features” and filter for C++
2. Uninstall the following packages:

• Microsoft Visual C++ 2010 x86 Redistibutable
• Microsoft Visual C++ 2012 Redistibutable (x86)
• Microsoft Visual C++ 2013 Redistibutable (x86)

3. Uninstall Paratext 8
4. Reinstall Paratext 8 - this will also cause the packages listed above to be reinstalled.

If these steps don’t fix the problem, send an email to [Email Removed] to get further assistance.

John+Wickberg
Paratext Support

Answer 1

What causes this problem to appear? Is it caused by Windows Update installing new versions of those three runtime packages?

One of our users started to have this problem on about 12th September.

Comments

wdavidhj:

One of our users started to have this problem on about 12th September.

More than likely, they are getting this problem instead. I’d suggest trying to install 8.0.100.70 and see if that helps.

wdavidhj:

What causes this problem to appear? Is it caused by Windows Update installing new versions of those three runtime packages?

It was caused by some other application installing a version of the runtimes that were incomplete or corrupted. I don’t think we ever tracked down where these incomplete runtimes came from. Because these had the same version numbers of the runtimes we needed to install, the installation was skipped. When ICU attempted to load, it failed because of the missing pieces in the runtimes.

wdavidhj:

Do you have to uninstall the Paratext 8 Packages , or only the main uninstall entry?

Just the main entry - that should uninstall everything.

wdavidhj:

Is it OK when uninstalling to choose Keep Settings ?

It should be okay to keep the settings.

wdavidhj:

And, lastly, is a full uninstall needed, i.e. would choosing the Repair option in the PT (un)installer work just as well?

I think a full install is needed to run the installer for the runtimes, but it couldn’t hurt to try Repair first.
However, I would try the first thing I mentioned before trying the steps in this thread.

Answer 2

John+Wickberg:

• Uninstall Paratext 8
• Reinstall Paratext 8 - this will also cause the packages listed above to be reinstalled.

Do you have to uninstall the Paratext 8 Packages, or only the main uninstall entry?

Is it OK when uninstalling to choose Keep Settings?

And, lastly, is a full uninstall needed, i.e. would choosing the Repair option in the PT (un)installer work just as well?