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Output | Software Solutions | Proofing | Color, Screening and Calibration | Scanning | Digital Photography | Consumables | POS
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Product |
Prinergy 2.2 | |
Platform |
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Operating system |
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Error |
Error! Please call the Creo Response Center. |
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Symptoms |
PUpdate.exe fails to complete the system snapshot prior to a Prinergy 2.2 major update and reports the following error message: Error! Please call the Creo Response Center. Installation failed in step Snapshot 4:"Snapshot Finalizing", or Installation failed in step Snapshot 3:"Snapshot Prinergy Files" |
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Cause |
There are two possible causes: 1. Installation failed in step Snapshot 4:"Snapshot Finalizing" - PUpdate log indicated the following at its end (not displayed in the user GUI section of PUdate.exe): "Exception Possible traces of a previously failed installation of {2.2.1.0} were detected (uninstall folder)." - Customer had attempted installation with bad install key prior to this and the following folder had been created: E:\PrinergyUpdates\RestoreInformation\{2.2.1.0}. . 2. Installation failed in step Snapshot 3:"Snapshot Prinergy Files" - PUpdate log indicated at the top and bottom: "Exception during snapshot: pywintypes.api_error (3, 'CopyFile', 'The system cannot find the path specified.')". - Folder in Process Plans has too long a name to be copied (example: - d:\prinergy2.0.4\creoaraxi\data\processplans\refine\dsc\basic + ceps + resamplea3bb4eee5aac744ea2e8814808ace8017a14c4b70711a74cbf45424e2c325203). |
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Solution |
Solution for cause 1: 1. Rename the {2.2.1.0} folder. 2. Remove the retry lock file (%AraxiHome%\CreoAraxi\support\patches\admin\PPURetryPreventionFlag.txt). 3. Rerun PUdate.exe. 4. After the update to Prinergy 2.2 is completed, delete the Restore Information folder you had renamed. . Solution for cause 2: 1. Find the folder mentioned in the copy error. If this is a modified process plan (indicated by the GUID number attached to it), it is safe to delete. 2. Look for any other modified process plan folders with names that are too long (normal length GUIDs are only half as long as the example in Cause 2, and copy just fine) and delete them. 3. Delete the retry prevention file. 4. Rerun PUpdate.exe. Permanent fix: |
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See also |
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Keywords |
install, ppu, uninstall |
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Technical contact(s) |
James Bredenhof |
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Submitted by |
Tom Derr |
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Date submitted |
20 Apr 2004 |
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