Aurora HDR does not install after I click "Yes" on User Account Control

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  • Official comment
    Avatar
    Helga Rowles

    Hi Andrew!

    Please try the following solution:

    • Press the Windows key on your keyboard and type in Add or remove programs. Windows will suggest the matching app, open it.
    • In the list of installed applications locate all entries that have Microsoft Visual C++ 2013 Redistributable in the title and uninstall them one by one.
    • In the list of installed applications locate all entries that have Microsoft Visual C++ 2015 Redistributable in the title and uninstall them one by one.
    • In the list of installed applications locate all entries that have Microsoft Visual C++ 2017 Redistributable in the title and uninstall them one by one.
    • In the list of installed applications locate all entries that have Microsoft Visual C++ 2019 Redistributable in the title and uninstall them one by one.
    • Download Visual C++ 2013 Redistributable here (click this text to open link). Select your preferred language, click Download, mark vcredist_x64.exe with a checkbox, and click Next to download it.
    • Download and install vc_redist.x64.exe from here: https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads  (it already has packages 2015, 2017 and 2019).
    • Reboot your PC

    If the issue persists, please contact us at skylum.com/support so we can look into the issue. 

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  • Avatar
    Andrew Walton

    Thanks for the response!  I still get the error:

    Log Name: Application
    Source: Application Error
    Date: 7/29/20 12:30:30 PM
    Event ID: 1000
    Task Category: (100)
    Level: Error
    Keywords: Classic
    User: N/A
    Computer: Redacted
    Description:
    Faulting application name: AuroraHDR_Setup_Offline.exe, version: 2.1.5.183, time stamp: 0x9a1048f3
    Faulting module name: KERNELBASE.dll, version: 10.0.18362.959, time stamp: 0x7b90c1b5
    Exception code: 0xe0434352
    Fault offset: 0x000000000003a799
    Faulting process id: 0x1370
    Faulting application start time: 0x01d665deb853e4d5
    Faulting application path: C:\Users\Administrator\Downloads\AuroraHDR_Setup_Offline.exe
    Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
    Report Id: 24f60143-3c42-4172-8e74-860e7fedd437
    Faulting package full name:
    Faulting package-relative application ID:
    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2020-07-29T19:30:30.483768000Z" />
    <EventRecordID>161787</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Redacted</Computer>
    <Security />
    </System>
    <EventData>
    <Data>AuroraHDR_Setup_Offline.exe</Data>
    <Data>2.1.5.183</Data>
    <Data>9a1048f3</Data>
    <Data>KERNELBASE.dll</Data>
    <Data>10.0.18362.959</Data>
    <Data>7b90c1b5</Data>
    <Data>e0434352</Data>
    <Data>000000000003a799</Data>
    <Data>1370</Data>
    <Data>01d665deb853e4d5</Data>
    <Data>C:\Users\Administrator\Downloads\AuroraHDR_Setup_Offline.exe</Data>
    <Data>C:\WINDOWS\System32\KERNELBASE.dll</Data>
    <Data>24f60143-3c42-4172-8e74-860e7fedd437</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    </EventData>
    </Event>

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  • Avatar
    Angela Andrieux

    Hi Andrew,

    I'm sorry to hear that my colleague's suggestions didn't resolve the issue. Please reach out to our tech team at www.skylum.com/support so we can further investigate the issue. Be sure to include a link to this post in your message so our techs can take a look at the data you've already provided.

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  • Avatar
    Hjörleifur Sveinbjörnsson

    When trying to diagnose my aurora crash problem when opening a file that has been cropped then I also noticed that I was getting this "KERNELBASE.dll" error. (see below) . I have uninstalled, rebooted, run all possible scans (https://www.windowscentral.com/how-use-dism-command-line-utility-repair-windows-10-image and no errors found and therefore nothing repaired) rebooted again and then installed Aurora again, but still got this error. Tried also running it as an administrator but same results. I'm using ASUS Zenbook with Intel i7 and Nvidia Geforce GLX 960M

    Source
    Aurora HDR

    Summary
    Stopped working

    Date
    ‎8/‎5/‎2020 9:25 PM

    Status
    Report sent

    Description
    Faulting Application Path: C:\Program Files\Skylum\Aurora HDR\Aurora HDR.exe

    Problem signature
    Problem Event Name: APPCRASH
    Application Name: Aurora HDR.exe
    Application Version: 1.0.0.2550
    Application Timestamp: 5e515510
    Fault Module Name: KERNELBASE.dll
    Fault Module Version: 10.0.19041.423
    Fault Module Timestamp: ed02c0bc
    Exception Code: c0000005
    Exception Offset: 0000000000023e49
    OS Version: 10.0.19041.2.0.0.768.101
    Locale ID: 1033
    Additional Information 1: 1923
    Additional Information 2: 1923c74c55f7530c6dd83a8d1fbfc346
    Additional Information 3: c998
    Additional Information 4: c9987b4faac97d1f6507cb556acbd188

    Extra information about the problem
    Bucket ID: 8d1c6e15c22a53079247e1754aa0bf29 (1317269309908631337)

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  • Avatar
    Hjörleifur Sveinbjörnsson

    OK, now I got another error pointing to a file within Aurora (C:/Program Files/Skylum/Aurora HDR/mipl.dll)

    Fault Module Name: mipl.dll

    Description
    Faulting Application Path: C:\Program Files\Skylum\Aurora HDR\Aurora HDR.exe

    Problem signature
    Problem Event Name: APPCRASH
    Application Name: Aurora HDR.exe
    Application Version: 1.0.0.2550
    Application Timestamp: 5e515510
    Fault Module Name: mipl.dll
    Fault Module Version: 0.0.0.0
    Fault Module Timestamp: 5e51317e
    Exception Code: c0000005
    Exception Offset: 0000000000520b90
    OS Version: 10.0.19041.2.0.0.768.101
    Locale ID: 1033
    Additional Information 1: b1d9
    Additional Information 2: b1d9f2a331c5ab16134d473e2312c186
    Additional Information 3: eb2c
    Additional Information 4: eb2c5e0399f2f0ef180f85362f9940bb

    Extra information about the problem
    Bucket ID: 7429b75ac72b73ef9b0ec39d80bad8f8 (1949710769935014136)

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  • Avatar
    Hjörleifur Sveinbjörnsson

    And yes I have also tried uninstalling and installing Microsoft Visual C++ (followed the instructions above) and uninstalled and installed Aurora again just to be sure without luck.

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    Hjörleifur Sveinbjörnsson

    and also used ccleaner to clean up the registry, uninstalled aurora and cleaned up the registry again, rebooted and installed Aurora but still it will not open pictures that have been cropped and crashes every time now (it used just to hang most of the time but now just crashes)

    Every time except that one time where it was mipl.dll it has stopped because of KERNELBASE.dll (see above). This is from reports that "Reliability Monitor" gives you in windows 10 and just by double clicking on the lines where it says Aurora Stopped working

     

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  • Avatar
    Anastasia Davis

    Hi Hjörleifur Sveinbjörnsson! Are you referring to Aurora HDR project files where you use the Crop tool? This is a known issue. Please avoid using Crop if you intend to save .auh project. We are working on it.

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