Problem installing Paratext 9.1

Question

my problem appear identical to the problem presentedby Antje from Chad. So I have tried following all the advice presented to her. Unfortunately I still have not been successful in updating Paratext to 9.1.

I’m currently using Paratext 9.0.103.41 in Windows 10 Pro on my HP Elitebook. Whenever I open Paratext, it always informs me that “A Paratext update has been downloaded. Do you want to install it now?” I always answer YES. then it proceeds to process Paratext 9.1.104.1. Then I click on “Install”. I then get a dialogue box indicating: Please wait while the Installer installs Paratext 9.1. Do not interrupt this process. Shortly after the installation begins to run, I get this dialogue box indicating: “Application needs to be closed. Please close running instances of Paratext before running this update. This dialog will close automatically after Paratext has been closed.”

In Task manager I close Paratext. Then Paratext opens, but it’s the same version I’ve been using: PT 9.0.103.41. I have tried downloading a fresh version of Paratext 9.1 from the paratext website, then installing manually. But same results. I have also tried downloading the offline installer. But the results are the same when I run the offline installer.

Like Antje, I’ve tried uninstalling Paratext 9.0 from Control Panel. However, like her, I get the same error message indicating: Application needs to be closed. Please close running instances of Paratext before running this update. This dialog will close automatically after Paratext has been closed. I’m at a loss as to what to try next. I can continue using the 9.0 version, as that is working fine for me. But ultimately I suspect I’ll need to update.
I do have a copy of the log file generated when the ‘uninstallation’ failed.
Grateful for any help which might be forthcoming.

Answer 1

It sounds like your problem is that the uninstall step for Paratext 9.0 is failing in all the ways you try.

Maybe this will work:

• Reboot your PC
• Manually uninstall Paratext 9.0 immediately after the reboot - since it hasn’t been run, it shouldn’t be found by the uninstaller.
  If this works, try running the offline installer again.

John+Wickberg

Comments

Hi John+Wickberg,

Thanks for your response. Actually, when I booted up my computer this morning, I saw two identical dialogue boxes appearing on the screen. Both were for installing Paratext 9.1. When I clicked on INSTALL, the installation program appeared to work brilliantly. It went through all the steps, and completed the installation of Paratext 9.1.104.1. However, my euphoria was shortlived, as the program would not run at all. When I went to my programs to boot up the program, nothing happened. I then tried running the patch. That seemed to install without any difficulty. So then I tried running Paratext 9.1 again… and this time Paratext 9.1.104.59 appeared on my screen, appearing to boot up… but then it disappeared. No sign of Paratext on Task Manager.

So I went to Control Panel Apps to uninstall Paratext. I noted a couple of copies of Paratext 9.1 there, as well as the Paratext 9.1 Package. I uninstalled the two copies of Paratext 9.1. Then went back to my Downloads Folder to double click on the Paratext offline installer:

The installation appeared to work without any glitches. Then I double clicked on the patch above. Again, no issues with installation of the patch. However, when I tried running Paratext 9.1.104.59, I had similar results… it STARTS to boot up the program – and I could even see Paratext 9.1 appearing on Task Manager briefly – but then it all disappears… without a trace.

Any hunches on where to go from here?

Thanks!

John+Wickberg

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There are two places we can look for details about why Paratext is stopping. The first is the Paratext log file that should be here:
C:\Users{userName}\AppData\Local\Paratext91\ParatextLog.log

If you see some line in it with “Error:” at the beginning, that is probably the cause of the shutdown and you can send the file to [Email Removed]

The other possibility is that there is information in the Windows Event Viewer. Here are some instructions on how to get recent events:

1. Click the Windows icon and type: Event Viewer (you may see it as an option before you are finished typing)
2. In the left pane, click on Windows Logs and then Application
3. Click on “Filter Current Log…” in the right pane
4. Change the “Logged:” drop down from “Any time” to “Last 7 days” and click OK.
5. Click on “Save Filtered Log File As” in the right pane and create a file
6. Send the created file to [Email Removed]

John+Wickberg

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Hi Friends at Paratext Support,

John+Wickberg has advised me to contact you for help in resolving my problem with Paratext 9.1 I had difficulty upgrading last week from Paratext 9.0.103.41 to version 9.1.104.59. I finally managed to succeed in installing the latter, BUT I haven’t been able to get the program to run. When I tried following John+Wickberg’s first suggestion below, I was able to locate the text file named paratextlog.log in the Local Folder. BUT the file was empty. Thankfully I was able to produce the Filtered Paratext Log file (attached) following John+Wickberg’s instructions below.

If you can help me get my updated Paratext running again, I shall be ever so grateful! Please let me know if you need more info from me.

Thanks!

John+Wickberg

(Attachment Filtered Paratext Log File 4Rentz.evtx is missing)

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Sorry if I wasn’t clear about where to send the file - I meant for you to send it to our issue tracking system which has [Email Removed] as the email address.

Unfortunately, this support site removed your attachment. Our issue tracking system should preserve it.

John+Wickberg

Answer 2

Great to get this problem resolved! We tried uninstalling Keyman Desktop 9.0, but that didn’t help. Then uninstalled Keyman Developer 10, and Paratext loaded up beautifully! Many thanks!!