Paratext 9.1 upgrade fails, citing mozglue DLL error

Question

We are starting to see a number of cases where the upgrade to 9.1 fails, with an error message saying "Unable to load DLL “mozglue”

Searching the support site shows this issue goes back a long ways with a number of solutions, but none that are working on the latest crop of reported failed installs.

With your help we will try to resolve these issues.

Computers are running 64 bit windows 8 or above.
Updating Updating the Visual C++ runtime from this link did not help.

Markux has a solution I don’t fully understand here that may be of some help:

9.0 Automatic Update to 9.1 Important Info

I also got the "Unable to load DLL ‘mozglue’ error when I tried to restart PT 9.0 after the 9.1 update had downloaded. After running the redist.x64.ext from your Visual C++ link, I ran the PT 9.1.104.1 InstallerOnline .EXE from the “ParatextUpdate” folder under the “Paratext90” folder. Even though PT thought it had Installed 9.1, it had not deleted the 205MB update EXE. I ran that again and chose Repair. After it finished I was able to Run PT9.1 successfully. - - I think that recently, any…

I believe he is saying that after applying the Visual C++ runtime, he had to go back and rerun the update to complete the install. Maybe that is the missing step?

Answer 1

One of the computers had Windows 7 installed. We don’t support Windows 7 for Paratext 9.1, but after reinstalling Paratext 9, they now get the same mozglue error. So, it seems that the Visual C++ runtime installer may have done more harm than good?

Comments

This post has some steps which can be used to figure the why the mozglue error is happening:

PT9 Crashing on Win7 - Gecko (mozglue) Questions

It was working, but stopped during lockdown. No sign of malware or viruses. Scans negative. Reset settings, and uninstalled/reinstalled. That didn’t help. Tried both 9.0.103.x and 9.1.100.x, both crashed the same. Only one win7 system crash in event log. No messages about corruption. Error message below. [Screen Shot 07-28-20 at 01.56 PM]