Can't install Outlook <> Plaxo sync

[wilsonximenes]

I've downloaded the program, during install process I've accepted the Plaxo license then nothing happens.

What's wrong? PC w Win XP.

Regards

Wilson Ximenes

[Miko]

I have vista SP1 and I could not do it either. I do not think the problem is in my side...

[wilsonximenes]

The problem is with portuguese version (PlaxoInstall_pt.exe) because english version is working.

Regards

Wilson Ximenes

[fredoueb]

Same problem here with the french version, whereas english version is working quite fine :confused:

[wilsonximenes]

Please,
Are there somebody in Plaxo to see this problem with Portuguese and French versions?

Regards

Wilson Ximenes

[bryan]

I just tried installing the French and Portuguese versions and they both seemed to work fine. At what point did it fail? Is everyone who is running into this issue on Vista? I tried both of these languages on both XP and Vista.

Depending on how far the installation went, there may be a plaxo.log file. You can try to find the file and paste in the last several lines here, and we can try to see if there is anything strange in there.

On Vista, the file is usually at: C:\Users\<Windows user name>\AppData\Local\Plaxo\plaxo.log

On XP and earlier, it is typically at C:\Documents And Settings\<Windows user name>\Local Settings\Application Data\Plaxo\plaxo.log

Thanks....

[cricoweb]

Hi,

I have the same problem with XP SP3 and Outlook 2007.

It did fail after the licence accpetation, when a window with a progress bar appear and disappear.

I confirm, it's OK with English version but not with the French...

I post the end of log file :

[PLAXO 05/19 20:56:32 0x08b0 L4] [CInstallManager::_run] Not creating Pathways file C:\Documents and Settings\xxxxxxxxxxxx\Local Settings\Application Data\Plaxo\Pathways.dat, it already exists.

[PLAXO 05/19 20:56:32 0x08b0 L3] BuildChecker=Plaxo Build

[PLAXO 05/19 20:56:34 0x08b0 L4] [CInstallManager::_run] Plaxo Temp Dir: C:\Program Files\Plaxo\2q0.a02224

[PLAXO 05/19 20:56:34 0x08b0 L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 2

[PLAXO 05/19 20:56:34 0x08b0 L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 0

[PLAXO 05/19 20:56:34 0x08b0 L4] LaunchApp failed - unable to get registry string 'SOFTWARE\Clients\Mail\Windows Mail\shell\open\command'.

[PLAXO 05/19 20:56:34 0x03bc L4] [CStubWnd::_run]

[PLAXO 05/19 20:56:34 0x03bc L4] [CStubWnd::CreateChildren] isComcast=0

[PLAXO 05/19 20:56:34 0x08b0 L4] VerifySinglePackageExists: C:\Program Files\Plaxo\2q0.a02224\instub_.cab returning false. Last error: 2

[PLAXO 05/19 20:56:34 0x08b0 L4] Failed to verify signature for file: D:\PERSO\SOFT\PLAXO\PlaxoInstall_fr\PlaxoHelper_fr .exe

[PLAXO 05/19 20:56:34 0x08b0 L4] [CInstallManager::ExtractPackages] D:\PERSO\SOFT\PLAXO\PlaxoInstall_fr\PlaxoHelper_fr .exe failed verification

[PLAXO 05/19 22:10:01 0x0c0c L3] [comcastInstallCheck] Module name = D:\PERSO\SOFT\plaxo\PlaxoInstall_fr.exe

[PLAXO 05/19 22:10:01 0x0c0c L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 0

[PLAXO 05/19 22:10:01 0x0c0c L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 2

[PLAXO 05/19 22:10:01 0x0c0c L4] TryDirectory, couldn't create file in dir 'C:\Program Files\Plaxo'.

[PLAXO 05/19 22:10:01 0x0c0c L4] [CInstallManager::_run] Creating Plaxo Install Directory: C:\Program Files\Plaxo

[PLAXO 05/19 22:10:01 0x0c0c L4] [CInstallManager::_run] Not creating Pathways file C:\Documents and Settings\xxxxxxxxxxxx\Local Settings\Application Data\Plaxo\Pathways.dat, it already exists.

[PLAXO 05/19 22:10:01 0x0c0c L3] BuildChecker=Plaxo Build

[PLAXO 05/19 22:10:08 0x0c0c L4] [CInstallManager::_run] Plaxo Temp Dir: C:\Program Files\Plaxo\24o.a03084

[PLAXO 05/19 22:10:08 0x0c0c L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 2

[PLAXO 05/19 22:10:08 0x0c0c L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 0

[PLAXO 05/19 22:10:08 0x0c0c L4] LaunchApp failed - unable to get registry string 'SOFTWARE\Clients\Mail\Windows Mail\shell\open\command'.

[PLAXO 05/19 22:10:08 0x04f8 L4] [CStubWnd::_run]

[PLAXO 05/19 22:10:09 0x04f8 L4] [CStubWnd::CreateChildren] isComcast=0

[PLAXO 05/19 22:10:09 0x0c0c L4] VerifySinglePackageExists: C:\Program Files\Plaxo\24o.a03084\instub_.cab returning false. Last error: 2

[PLAXO 05/19 22:10:09 0x0c0c L4] [CInstallManager::ExtractPackages] not unpacking instub_fr.cab (file not needed)

[PLAXO 05/19 22:10:09 0x0c0c L4] [CInstallManager::ExtractPackages] not unpacking msvcp60.cab (file not needed)

[PLAXO 05/19 22:10:09 0x0c0c L4] [CInstallManager::ExtractPackages] not unpacking Plaxo_fr.cab (file not needed)

[PLAXO 05/19 22:10:09 0x0c0c L4] [CInstallManager::ExtractPackages] not unpacking unicodeatl.cab (file not needed)

[PLAXO 05/19 22:10:09 0x0c0c L4] VerifySinglePackageExists: C:\Program Files\Plaxo\24o.a03084\instub_.cab returning false. Last error: 2

[PLAXO 05/19 22:10:09 0x0c0c L4] [CInstallManager::ExtractPackages] verify of the packages failed!

[PLAXO 05/19 22:10:09 0x0c0c L4] LaunchApp failed - unable to get registry string 'SOFTWARE\Clients\Mail\Windows Mail\shell\open\command'.

[PLAXO 05/19 22:10:09 0x0d20 L4] [CStubWnd::_run]

[PLAXO 05/19 22:10:09 0x0d20 L4] [CStubWnd::CreateChildren] isComcast=0

[PLAXO 05/19 22:10:09 0x0c0c L4] Download packages throwing d/l unpack 3 problem

[PLAXO 05/22 17:51:42 0x0b54 L3] [comcastInstallCheck] Module name = D:\PERSO\SOFT\plaxo\PlaxoInstall_fr.exe

[PLAXO 05/22 17:51:42 0x0b54 L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 0

[PLAXO 05/22 17:51:42 0x0b54 L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 2

[PLAXO 05/22 17:51:42 0x0b54 L4] TryDirectory, couldn't create file in dir 'C:\Program Files\Plaxo'.

[PLAXO 05/22 17:51:42 0x0b54 L4] [CInstallManager::_run] Creating Plaxo Install Directory: C:\Program Files\Plaxo

[PLAXO 05/22 17:51:42 0x0b54 L4] [CInstallManager::_run] Not creating Pathways file C:\Documents and Settings\xxxxxxxxxxxx\Local Settings\Application Data\Plaxo\Pathways.dat, it already exists.

[PLAXO 05/22 17:51:42 0x0b54 L3] BuildChecker=Plaxo Build

[PLAXO 05/22 17:51:45 0x0b54 L4] [CInstallManager::_run] Plaxo Temp Dir: C:\Program Files\Plaxo\3ig.a02900

[PLAXO 05/22 17:51:45 0x0b54 L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 2

[PLAXO 05/22 17:51:46 0x0b54 L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 0

[PLAXO 05/22 17:51:46 0x0b54 L4] LaunchApp failed - unable to get registry string 'SOFTWARE\Clients\Mail\Windows Mail\shell\open\command'.

[PLAXO 05/22 17:51:46 0x0c04 L4] [CStubWnd::_run]

[PLAXO 05/22 17:51:46 0x0c04 L4] [CStubWnd::CreateChildren] isComcast=0

[PLAXO 05/22 17:51:46 0x0b54 L4] VerifySinglePackageExists: C:\Program Files\Plaxo\3ig.a02900\instub_.cab returning false. Last error: 2

[PLAXO 05/22 17:51:46 0x0b54 L4] [CInstallManager::ExtractPackages] not unpacking instub_fr.cab (file not needed)

[PLAXO 05/22 17:51:46 0x0b54 L4] [CInstallManager::ExtractPackages] not unpacking msvcp60.cab (file not needed)

[PLAXO 05/22 17:51:46 0x0b54 L4] [CInstallManager::ExtractPackages] not unpacking Plaxo_fr.cab (file not needed)

[PLAXO 05/22 17:51:46 0x0b54 L4] [CInstallManager::ExtractPackages] not unpacking unicodeatl.cab (file not needed)

[PLAXO 05/22 17:51:46 0x0b54 L4] VerifySinglePackageExists: C:\Program Files\Plaxo\3ig.a02900\instub_.cab returning false. Last error: 2

[PLAXO 05/22 17:51:46 0x0b54 L4] [CInstallManager::ExtractPackages] verify of the packages failed!

[PLAXO 05/22 17:51:46 0x0b54 L4] LaunchApp failed - unable to get registry string 'SOFTWARE\Clients\Mail\Windows Mail\shell\open\command'.

[PLAXO 05/22 17:51:46 0x08ac L4] [CStubWnd::_run]

[PLAXO 05/22 17:51:46 0x08ac L4] [CStubWnd::CreateChildren] isComcast=0

[PLAXO 05/22 17:51:47 0x0b54 L4] Download packages throwing d/l unpack 3 problem

[adrian]

Could you please post the line in the log file with the version number (3.12...).

Also, is this a fresh install, or is it done over a previous Plaxo installation?

Thanks,

Adrian

[Urhixidur]

French version of Plaxo for Outlook won't install (XP Pro). It just quits quietly after briefly displaying the progress window. The ENTIRE log is:
[PLAXO 05/26 09:09:47 0x16a8 L3] [comcastInstallCheck] Module name = C:\Documents and Settings\dthibault\Mes documents\Mes téléchargements\Office\Plaxo Install_fr.exe
[PLAXO 05/26 09:09:47 0x16a8 L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 0
[PLAXO 05/26 09:09:47 0x16a8 L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 2
[PLAXO 05/26 09:09:47 0x16a8 L4] [CInstallManager::_run] Creating Plaxo Install Directory: C:\Program Files\Plaxo
[PLAXO 05/26 09:09:47 0x16a8 L4] [CInstallManager::_run] Not creating Pathways file C:\Documents and Settings\dthibault\Local Settings\Application Data\Plaxo\Pathways.dat, it already exists.
[PLAXO 05/26 09:09:47 0x16a8 L3] BuildChecker=Plaxo Build
[PLAXO 05/26 09:10:04 0x16a8 L4] [CInstallManager::_run] Plaxo Temp Dir: C:\Program Files\Plaxo\1ic.a05800
[PLAXO 05/26 09:10:04 0x16a8 L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 2
[PLAXO 05/26 09:10:05 0x16a8 L5] [LoadLocStr::LoadLocStr] Could not load string with id: 13861, last error: 0
[PLAXO 05/26 09:10:05 0x16a8 L4] LaunchApp failed - unable to get registry string 'SOFTWARE\Clients\Mail\Windows Mail\shell\open\command'.
[PLAXO 05/26 09:10:05 0x0a44 L4] [CStubWnd::_run]
[PLAXO 05/26 09:10:05 0x0a44 L4] [CStubWnd::CreateChildren] isComcast=0
[PLAXO 05/26 09:10:05 0x16a8 L4] VerifySinglePackageExists: C:\Program Files\Plaxo\1ic.a05800\instub_.cab returning false. Last error: 2
[PLAXO 05/26 09:10:09 0x16a8 L4] [CInstallManager::ExtractPackages] not unpacking instub_fr.cab (file not needed)
[PLAXO 05/26 09:10:09 0x16a8 L4] [CInstallManager::ExtractPackages] not unpacking msvcp60.cab (file not needed)
[PLAXO 05/26 09:10:09 0x16a8 L4] [CInstallManager::ExtractPackages] not unpacking Plaxo_fr.cab (file not needed)
[PLAXO 05/26 09:10:09 0x16a8 L4] [CInstallManager::ExtractPackages] not unpacking unicodeatl.cab (file not needed)
[PLAXO 05/26 09:10:09 0x16a8 L4] VerifySinglePackageExists: C:\Program Files\Plaxo\1ic.a05800\instub_.cab returning false. Last error: 2
[PLAXO 05/26 09:10:09 0x16a8 L4] [CInstallManager::ExtractPackages] verify of the packages failed!
[PLAXO 05/26 09:10:09 0x16a8 L4] LaunchApp failed - unable to get registry string 'SOFTWARE\Clients\Mail\Windows Mail\shell\open\command'.
[PLAXO 05/26 09:10:09 0x18b8 L4] [CStubWnd::_run]
[PLAXO 05/26 09:10:09 0x18b8 L4] [CStubWnd::CreateChildren] isComcast=0
[PLAXO 05/26 09:10:09 0x16a8 L4] Download packages throwing d/l unpack 3 problem

The installer's version, according to the file properties, is 3.12.0.48

[lvianna]

Hello,

I am trying to install the portuguese version and I am facing the same registry error described above.

I have both Windows XP and Office 2003 in Brasilian Portuguese version.

Regards,

[adrian]

We're looking into this issue but haven't been able to reproduce it so far.

Please let us know if you'd be willing to help debug this problem. Send an email to adrian-install@plaxo.com and we'll send you a new version of the Outlook client with extra logging that should show us what's going on.

Thanks,

adrian

[wilsonximenes]

It is working now with portuguese version.

Complete instalation, i've finished the procedure and the problem disapear.
It's runing fine.

Regards

Wilson Ximenes

[lvianna]

Hello Wilson,

Which procedures did you use to fix the problem with the installation in portuguese?

Thanks in advance, Luiz Fernando Vianna.

[bryan]

Hi, we've temporarily reverted to a slightly older version of the toolbar which does not seem to have this issue. You can also download it from:
French: http://down.plaxo.com/down2/outlook/release-3.11.0.27/PlaxoInstall_fr.exe
Portuguese: http://down.plaxo.com/down2/outlook/release-3.11.0.27/PlaxoInstall_pt.exe
(similarly for other languages)

Meanwhile, we'll continue to investigate the installation problem in the 3.12 version.

[Urhixidur]

The problem with the French installer has now been fixed. Assuming the Portuguese was suffering from the same, it should be fiexed as well. If the updated executables are not on the web site yet (I haven't checked), it should not take long.

[lareenfl]

I'm having the same problem. Just downloaded the english version last night.

[PLAXO 06/06 12:24:32 0x1354 L4] LaunchApp failed - unable to get registry string 'SOFTWARE\Clients\Mail\Windows Mail\shell\open\command'.

I don't have Windows Mail under
HKEY_LOCAL_MACHINE\SOFTWARE\Clients\Mail

WinXP, IE6, Outlook 2003

[andronin]

I have started having this problem since downloading the current version. I am running XP SP2, Office 2007 SP1 fully patched.

Log from C:\Documents and Settings\UserName\Local Settings\Application Data\Plaxo is attached (I hope;) )

ADDED: What I just noticed is the bar pops up, then disappears after couple of seconds.