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Failed to Expand the Files Error

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I'm attempting to update Canon software, and when I run the installer I get a "Failed to Expand the Files" error. I've been running updates on this software for three years with no issues. What's changed: permission, security, or runtime problem? Even if I now run an older installer that I used to update with previously, I get the same error. I've run the installer with full read/write rights granted, as an administrator, and in XP compatibility mode. None of this makes a difference. I've also disbled my AV software and added the installer to the AV exceptions list, and the outcome is the same.

I'd appreciate your suggestions on how to resolve this.

Thanks.

Friday, August 12, 2011 11:20 PM

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I have the latest version of the software. I ran the installer on my laptop, and it runs without a problem. The installation files extract to the temp folder, so I copied the extracted files to my other system and was able to run the update that way. For some reason on my desktop, the files won't extract to the temp folder when running the .exe file. The only difference between the two systems is that I haven't run the latest updates from Windows Update yet on the laptop. I'm starting to explore if it's one of the latest Windows updates that is causing the problem.

Sunday, August 14, 2011 12:18 AM
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I don't think using Live Essentials is the solution to my issue. The question I need an answer to is: What would prevent files from extracting to (or writing to) the temp folder?

Sunday, August 14, 2011 12:56 AM
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The installation files extract to the Users\<user name>\AppData\Local\Temp folder not the Windows\Temp folder, and yes, I run the installer as administrator.

Sunday, August 14, 2011 3:03 AM
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The software is compatible with Windows 7 SP1. I have it running on another Windows 7 SP1 system on which there was no problem with the installation and was able to install it on the system I identified as having the problem extracting the files with the workaround.

Sunday, August 14, 2011 4:40 AM
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Hi,

Currently, to check the root cause of this failure, you could use process monitor; we would find the reason why this file could not be extract:

Troubleshooting with Process Monitor

Alex Zhao
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Tuesday, August 16, 2011 9:49 AM
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Hi Alex,

Thanks for recommending this. It gets more interesting now. When I ran process monitor initially, and then ran the file. the contents extracted. However, success is intermittent. I did see a couple of 'Sharing Violation' events for creation of one of the cab files that needs to be extracted, but I'm not certain how to completely interpret this. I saved of log of the events if you're able to review it.

Tom

Wednesday, August 17, 2011 6:47 PM
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Hi,

The explanation of Sharing Violation is: the file you are trying to access is in use by another program.

You could uninstall the previous version software and install the latest version for test. You could boot into Clean Boot mode to check what the result is.

If this issue persists, you could upload the log file in forum so that we can look into it deeply:

Upload to SkyDrive.

Alex Zhao

Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.

Thursday, August 18, 2011 3:27 AM
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Hi Alex,

I didn't go through the clean boot process but booted to safe mode. The installer extracts with no problem in safe mode. With a regular boot, it sometimes extracts and sometimes I get the "Failed to Expand the Files" error. I've uploaded two Process Monitor log files to SkyDrive, one fail and one success. The name of the update wrapper is DPP3102EN.exe.

The link to the log files is:

https://skydrive.live.com/?cid=df23c5858262dbff&sc=documents&uc=2&id=DF23C5858262DBFF%21200#cid=DF23C5858262DBFF&id=DF23C5858262DBFF%21200

Thursday, August 18, 2011 6:32 PM
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Hi,

According to this PML file, it seems that there are conflicts between anti-virus software and extracting process, as you said, this issue did not occur in Safe Mode, you could perform Clean Boot to troubleshoot this issue.

Alex Zhao
Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.

Friday, August 19, 2011 3:21 AM
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Hi Alex, Thanks for reviewing the PML file. What specifically in the file indicates a conflict with the antivirus software? I'm trying to understand how to interpret the PML file. Thanks again.

Friday, August 19, 2011 5:12 PM
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Hi,

If you would like to learn how to analyzing the PML log file, you could refer to the following article:

Process Monitor - Hands-On Labs and Examples

Regards,

Alex Zhao
Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.

Tuesday, August 23, 2011 5:48 AM