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Failure to Launch ("Installing DirectX" then "Removing Backup Files")

Hello, I just bought a subscription today and am faced with this problem when running the Unreal Engine executable. The install process gets to "Installing DirectX" freezes then "Removing Backup Files". The 4.x folder is not downloaded by this point and the launcher doesn't show up. No crash messages accompany the lack of a launcher either. Thoughts?

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asked May 15 '14 at 02:49 AM in Installation & Setup

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Tinnyton
1 1 3 3

avatar image Tinnyton May 15 '14 at 07:49 PM

Could I get some help with this?

avatar image Tinnyton May 16 '14 at 03:45 PM

Bumping for visibility...

avatar image 0xDEADBEEF STAFF May 20 '14 at 02:58 PM

Sorry to hear you are having install issues. We can probably help you more if you post your installer logs. To get the installer to generate logs you can try the steps outlined in the MSI (Windows only) installation issues section of this thread: Link

Or you could follow these steps:

Place the msi on the root of C drive Start a cmd prompt as administrator (Start-> type cmd in the search bar and right click cmd.exe and select Run as Administrator) You should see a command prompt that says Administrator in the title bar Enter the following command(be sure to replace 'UnrealEngineInstaller.msi' with the actual msi file name):

msiexec /i C:\UnrealEngineInstaller.msi /L*V C:\UnrealEngineInstallerLog.txt

Once you post the log we can try to pinpoint the issue you are having and try to get you past it.

avatar image Tinnyton May 20 '14 at 03:46 PM

The generated log is 1,969 KB, and I can't upload it due to it being over the max allowed size.

EDIT: Nevermind here it is:

[1]: /storage/temp/6667-unrealengineinstallerlog.zip

avatar image 0xDEADBEEF STAFF May 21 '14 at 06:04 PM

According to the log file you provided, it appears that your install completed successfully:

 [10:41:23:874]: Product: Unreal Engine -- Installation completed successfully.

  1. Does this folder exist? C:\Program Files\Unreal Engine\Launcher

  2. Do you have an Unreal Engine shortcut on your desktop or in your start menu(Start->All Programs)? If so, what happens when you try to launch Unreal Engine using the shortcuts?

  3. Would you please provide us with your newest UnrealEngineLauncher.log. According to this Link, you can find the logs in the following location(be sure to change USER.NAME to your user):

    C:\Users\USER.NAME\AppData\Local\UnrealEngineLauncher\Saved\Logs

  4. Do you have any files with the .dmp extension in this folder? If so, can you zip those up and post them?

    C:\Users\USER.NAME\AppData\Local\UnrealEngineLauncher\Saved\Logs

avatar image Tinnyton May 21 '14 at 09:22 PM
  1. Yes

  2. Yes, in both places. When launching it from either place, the process shows up in my task manager for about 5 seconds then disappears but nothing else (no actual launcher nor an error message).

  3. / 4. (continues into another post)

logs_1.zip (464.7 kB)
logs_2.zip (422.9 kB)
avatar image Tinnyton May 21 '14 at 09:22 PM

[1]: /storage/temp/6758-logs_3.zip

logs_3.zip (379.8 kB)
avatar image Tinnyton May 25 '14 at 01:06 PM

Any word on a fix yet?

avatar image 0xDEADBEEF STAFF May 27 '14 at 05:19 PM

Still trying to pinpoint why some users are seeing this issue. I don't have an answer yet but one user did get past the issues by installing some Windows updates. More info here: https://answers.unrealengine.com/questions/47755/unrealenginelauncherexe-crashes.html

avatar image TJ V ♦♦ STAFF May 17 '14 at 05:44 PM

Hi Tinnyton,

I'm sorry you're having this issue. Are you trying to install UE4 on your main drive? Also, what are your PC specs, specifically your graphics card?

avatar image Tinnyton May 17 '14 at 07:31 PM

Hello,

I've tried installing to the following locations:

C:\

C:\Program Files\

C:\Program Files (x86)\

My Specs:

[1]: /storage/temp/6476-dxdiag.txt

Thanks for the help!

dxdiag.txt (29.8 kB)
avatar image Tinnyton May 18 '14 at 03:55 PM

Also, how would I go about getting 3 days added back to my subscription?

avatar image TJ V ♦♦ STAFF May 18 '14 at 04:03 PM

Sign into your account and go to https://www.unrealengine.com/contact for any billing questions.

avatar image Tinnyton May 18 '14 at 05:16 PM

Any word on what could be causing the issue?

avatar image TJ V ♦♦ STAFF May 18 '14 at 06:00 PM

I'm not exactly sure what is causing it, so I am going to discuss this with one of the developers. I hope to have a suggestion for you soon.

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2 answers: sort voted first

I'm having the same problem, months later. The installation goes normally until it tries to install DirectX. After that, There is a brief message: "Removing backup files" then the install closes. A desktop shortcut is made that doesn't open due to ERROR 0x000007b.
Files are put into the Program Files folder but I'm unsure if everything is there.

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answered Aug 01 '14 at 02:32 PM

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Virtuworld
21 1

avatar image 0xDEADBEEF STAFF Aug 01 '14 at 04:03 PM

This thread will help in tracking down the root cause of the error you are seeing: https://answers.unrealengine.com/questions/12975/unreal-engine-wont-launch-error-code-0xc000007b.html

avatar image Virtuworld Aug 01 '14 at 04:15 PM

Thanks so much! I found the fix I needed there!

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@Tinnyton

We apologize for the lack of update on this issue. Do you have any new information regarding it? Is the problem still occurring for you, or were you able to find a solution?

Definitely please let us know if you were never able to get the editor to run, and we will be glad to investigate or discuss our options with you.

We are marking this as "resolved" for tracking purposes, unless we hear back from you.

Thanks

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answered Jun 26 '14 at 07:26 PM

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Stephen Ellis ♦♦ STAFF
11.6k 322 32 480

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