807560 - update cannot be installed - please try again

Status: RESOLVED WORKSFORME

(Toolkit :: Application Update, defect)

Description

[bergholz]

User Agent: Mozilla/5.0 (Windows NT 6.1; rv:16.0) Gecko/20100101 Firefox/16.0
Build ID: 20121024073032

Steps to reproduce:

After (automatically) updating and restarting, Thunderbird opens with an error message like this (I am translating from the German version):

"Unable to install update. Make sure there are no other THunderbird processes running on this PC and try again."

But there are no other TB processes running, and trying again brings only the same answer

Comment 1

[Robert Strong (they/them - no direct email)]

Are you still experiencing this?

If you are, can you attach the last-update.log and the backup-update.log? They are usually located under %LOCALAPPDATA%\Thunderbird\

Comment 2

[Mark Hammond [:markh] [:mhammond]]

Attachment: backup-update.log

I've been seeing this for a few weeks with Earlybird on Windows 8, x64.  last-update.log is 0 bytes, backup-update.log is attached and contains a few non-fatal errors and no other obvious issues.

Note this file came from C:\Users\skip\AppData\Local\Thunderbird\updates\7A752BD570B9BF90\updates.  Under that directory is a dir named "0" with 2 files, update.mar and update.status, the latter has just a single line "downloading", and both the same date as the zero-byte last-update.log (yesterday) while backup-update.log is the day before.  update.mar is 13,800,000 bytes.

Comment 3

[Robert Strong (they/them - no direct email)]

Mark, please check the logs again immediately after it happens.

Comment 4

[Mark Hammond [:markh] [:mhammond]]

Attachment: last-update.log

There was indeed another update downloading, so I let that finish and restarted.  Same problem - last-update.log now has data and is attached.  This is the copy of the file while the error dialog is still open.  In the "0" directory, update.status now has "failed: 49", update.version has "31.0a2" - listing of that dir is now:

 Directory of C:\Users\skip\AppData\Local\Thunderbird\updates\7A752BD570B9BF90\updates\0

02/06/2014  11:28 AM    <DIR>          .
02/06/2014  11:28 AM    <DIR>          ..
02/06/2014  11:28 AM                 0 update.log
02/06/2014  11:28 AM        31,563,402 update.mar
02/06/2014  11:28 AM                10 update.status
02/06/2014  11:28 AM                 7 update.version
16/04/2014  10:20 PM           277,616 updater.exe
16/04/2014  10:20 PM             1,111 updater.ini

Comment 5

[Robert Strong (they/them - no direct email)]

Brian, this is failing when copying the updater bin when using the service. Could you take a look?

Comment 6

[Brian R. Bondy [:bbondy]]

Sure,
Could you take a zip of C:\programData\Mozilla\logs and attach it here?
I tried to reproduce but the update worked for me.

Also is there any files in your `c:\program Files (x86)\mozilla maintenance service\update` directory?

Comment 7

[Mark Hammond [:markh] [:mhammond]]

Attachment: logs.zip

(In reply to Brian R. Bondy [:bbondy] from comment #6)
> Sure,
> Could you take a zip of C:\programData\Mozilla\logs and attach it here?

Attached.  Of note in maintenanceservice-install.log:

*** Warning: Could not overwrite old service binary file. This should never happen, but if it does the next upgrade will fix it, the service is not a critical component that needs to be installed for upgrades to work.  (32)***
The new service binary was copied in by first moving the old one out of the way.
The old temp service path was deleted: C:\Program Files (x86)\Mozilla Maintenance Service\maintenanceservice.old.
Deleting the old file path on the next reboot: C:\Program Files (x86)\Mozilla Maintenance Service\maintenanceservice_tmp.exe.
The service was upgraded successfully

> Also is there any files in your `c:\program Files (x86)\mozilla maintenance
> service\update` directory?

The parent:

 Directory of C:\Program Files (x86)\Mozilla Maintenance Service

30/05/2014  11:33 PM    <DIR>          .
30/05/2014  11:33 PM    <DIR>          ..
29/05/2014  10:00 PM           114,800 maintenanceservice.exe
29/05/2014  10:00 PM           114,800 maintenanceservice_tmp.exe
02/04/2014  08:14 PM           109,886 Uninstall.exe
02/06/2014  11:28 AM    <DIR>          update
31/03/2014  10:29 PM             1,245 updater.ini

'update' directory is empty

Comment 8

[Mark Hammond [:markh] [:mhammond]]

FTR, it all works after a reboot (and until now, I probably didn't reboot since the problem started)

Comment 9

[Brian R. Bondy [:bbondy]]

Thanks for all the info Mark, have you seen this problem again since after you rebooted?

Comment 10

[Mark Hammond [:markh] [:mhammond]]

(In reply to Brian R. Bondy [:bbondy] from comment #9)
> Thanks for all the info Mark, have you seen this problem again since after
> you rebooted?

Nope, updates seem to be working normally now.

Comment 11

[Brian R. Bondy [:bbondy]]

Closing for now based on problem hasn't been seen lately. 
If that changes, please feel free to re-open.