Portrait AI does not start on my new laptop +++SOLVED+++
Answered
Hi,
I tried to install Portrait AI on my new laptop. Installation went w/o error but when I finished the installation Portrait AI does not start from inside the installation (box checked).
Started it manually and got an error saying that DLL msvcr100.dll is missing. Fetched the DLL from a trustworthy repository and tried to start Portrait AI again.
Now I get error 0xc000007b and it doesn't start again.
Opened a ticket and tried twice the measure being mentioned. Clean computer, restart, switched of AV, installed again.
Nothing.
Imagine my frustration that Portrait AI is not starting on a brand-new top level laptop with nothing more installed then Firefox and On1 Raw 2020.
Any ideas?
-
Try getting the full runtime from https://support.microsoft.com/en-in/help/2977003/the-latest-supported-visual-c-downloads.
1 -
Thank you, already had the runtimes installed prior to the Portrait AI installation.
0 -
Ah well...Don't have a Windows system handy...Will check on my mac and see if it works on that...
0 -
having the same problem
let me know what the solution is
1 -
You should open a support request with On1.
https://on1help.zendesk.com/hc/en-us/requests/new
Attach a screenshot of the error messages and include the info requested here (it's for Photo Raw, but the same for Portrait-AI)
0 -
Already opened a ticket (as stated in my post) but thanks.
0 -
New mail from tech team, I should try a "clean boot".
Did as asked, no effect.
Deinstalled Bitdefender, cleaned, tried again, also no effect.
This is frustrating.
0 -
Have you tried re-running the installer?
0 -
What do you mean by re-running? The service or the installation program?
0 -
The program to install ON1 Portrait AI 2021.
0 -
Between my initial try yesterday and 10 minutes ago maybe 10 times or more in various configurations inkl. after already installing.
Tech guys mailed again, and asked the second time for a log file that isn't even on my computer. This is weird.
C: > Users > Your Username > APPDATA > Roaming > ON1 > ON1 Portrait AI 2021 : ON1 Portrait Log.txt file.
0 -
To me that says the program is crashing before it gets to the point where it starts doing any logging so the log file has not yet been created.
I would ask them which version of the msvcr100.dll the program is looking for and try to get them to send you that version of it for you to install manually. It won't answer the question why this is happening but it should allow you to use the program.
1 -
I reverted the installation of the missing dll so that the system is like before. Then I ran the installation on the Visual C++ runtimes 2015-2019 again to make sure everything is registered.
I checked with MS, the MSVCR100.DLL comes from the Visual C++ 2010 package. I downloaded the x64 version from MS and installed it.
Now rebooting.
Disabling Antivirus and reinstalling Portrait AI (as administrator)
Installation completed w/o errors.
AND IT STARTS. Thanks Brian Lawson to point again on the DLL. That was off my radar because of all the rebooting/reinstalling.
/Edit: Only one question remains, why was the DLL not included in the installation files. I gave this back to the support team and maybe there lies the root cause of this problem affecting users that never installed 2010 C++ runtimes.
0
Please sign in to leave a comment.
Comments
13 comments