[SOLVED] Cannot install Panda

[Dontknow]

Hello,
I cannot install the software. Since I had already problems installing annother AntiVirSW, I guess it is a problem of my computer not of your Software.
This is the reason why I tried the Free Antivirus first before I spend money. However, maybe somebody can help fixing the problem.

Here´s the setup_exe.log:
***Many thanks in advance***

=== PS [PID:9456] CLOG::Opening LogFile: "C:\ProgramData\Panda Security\PSLogs\setup_exe.log" Calling Module: "setup.exe" ===
23/01/2017 12:35:18.788 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - wWinMain - Parameter (1): ".\setup.exe" /ConfigurationFile:"C:\ProgramData\Panda Security\PSLogs\2F6D\CloudAvBootstrap.xml"
23/01/2017 12:35:18.789 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - wWinMain - Execution from .\setup.exe
23/01/2017 12:35:18.789 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - wWinMain - Command Line /ConfigurationFile:"C:\ProgramData\Panda Security\PSLogs\2F6D\CloudAvBootstrap.xml"
23/01/2017 12:35:18.993 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSActions::CBSActions - Parameter (Behavior): 0
23/01/2017 12:35:18.994 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsNanoUtilities::StartAplicationLogs - Launching program ("C:\Users\WG\AppData\Local\Temp\7zS8851D4B8\Temp\tracelog.exe" -start "InstAppLog_54B8.etl" -rt -guid "C:\Users\WG\AppData\Local\Temp\7zS8851D4B8\Temp\GUIDs.txt" -f "C:\ProgramData\Panda Security\PSLogs\InstAppLog_54B8.etl" -level 5 -flags 255 -UseCPUCycle -gs -seq 5)
23/01/2017 12:35:19.105 [PID:9456][TID:7696]: [L:000] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSConfigurationFile::ReadInformationFromMemory - Error parsing XML file (14-0-0): (Error document empty.)
23/01/2017 12:35:19.105 [PID:9456][TID:7696]: [L:000] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSConfigurationFile::ReadInformationFromMemory - Error reading (C:\ProgramData\Panda Security\PSLogs\2F6D\CloudAvBootstrap.xml)
23/01/2017 12:35:19.107 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSActions::GetInfoFromCommandLine - Function start
23/01/2017 12:35:19.107 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSConfigurationFile::SetError - Writing Result file (C:\ProgramData\Panda Security\PSLogs\2F6D\CloudAvBootstrap.xml.Result): 46
23/01/2017 12:35:19.108 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSConfigurationFile::GetDWORDData - Parameter (0): 5
23/01/2017 12:35:19.108 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSConfigurationFile::GetDWORDData - Parameter (0): 9
23/01/2017 12:35:19.108 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSConfigurationFile::GetDWORDData - Parameter (0): 20
23/01/2017 12:35:19.108 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSConfigurationFile::GetDWORDData - Parameter (0): 18
23/01/2017 12:35:20.249 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSActions::ApplyCustomization - Launching program ("C:\Users\WG\AppData\Local\Temp\7zS8851D4B8\Program Files\Panda Security\Panda Cloud Antivirus\PSANCU.exe" /applycustom /wd:"C:\Users\WG\AppData\Local\Temp\7zS8851D4B8\" /PID:4252 /VersionType:D:8 /ActivationCode:S:CNTPZFPR1M1016)
23/01/2017 12:35:20.319 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerSignatureVerify::GetDigitalCertificates - Error (-2146762486) return by function (WinVerifyTrust)
23/01/2017 12:35:20.320 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - LanzarProceso - Error checking signature: C:\Users\WG\AppData\Local\Temp\7zS8851D4B8\Program Files\Panda Security\Panda Cloud Antivirus\PSANCU.exe
23/01/2017 12:35:20.320 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - ExecuteBootStrapProcess - Return code (0x11)
23/01/2017 12:35:20.320 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSConfigurationFile::SetError - Writing Result file (C:\ProgramData\Panda Security\PSLogs\2F6D\CloudAvBootstrap.xml.Result): 17
23/01/2017 12:35:20.321 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSRequirements::ReadRequirementsInfo - Version PCA 4.0.1.0
23/01/2017 12:35:20.321 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CConditionInfo::CheckEnvironmentValue - Parameter (__COMPAT_LAYER): (null)
23/01/2017 12:35:20.324 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - ReportOS - Operative System: (Microsoft Windows 7 x64 Home Edition (Suite 0x300) Service Pack 1 (Build 7601))
23/01/2017 12:35:20.324 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - ReportOS - Operative System: (FunctionName: GetVersionExW - StructureType: OSVERSIONINFOEXW - dwBuildNumber: 7601 - dwMajorVersion: 6 - dwMinorVersion: 1 - dwOSVersionInfoSize: 284 - dwPlatformId: 2 - szCSDVersion: Service Pack 1 - wProductType: 1 - wReserved: 0 - wServicePackMajor: 1 - wServicePackMinor: 0 - wSuiteMask: 768)
23/01/2017 12:35:20.325 [PID:9456][TID:7696]: [L:020] - [F:0x00000001] - setup.exe - PsNanoUtilities::StopAplicationLogs - Launching program ("C:\Users\WG\AppData\Local\Temp\7zS8851D4B8\Temp\tracelog.exe" -stop "InstAppLog_54B8.etl")
=== PS [PID:9456] CLOG::Closing LogFile: "C:\ProgramData\Panda Security\PSLogs\setup_exe.log" ===

=== PS [PID:9316] CLOG::Opening LogFile: "C:\ProgramData\Panda Security\PSLogs\setup_exe.log" Calling Module: "setup.exe" ===
23/01/2017 12:36:28.268 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - wWinMain - Parameter (1): ".\setup.exe"
23/01/2017 12:36:28.269 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - wWinMain - Execution from .\setup.exe
23/01/2017 12:36:28.269 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - wWinMain - Command Line
23/01/2017 12:36:28.272 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSActions::CBSActions - Parameter (Behavior): 0
23/01/2017 12:36:28.273 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - PsNanoUtilities::StartAplicationLogs - Launching program ("C:\Users\WG\AppData\Local\Temp\7zS8A6CED19\Temp\tracelog.exe" -start "InstAppLog_6358.etl" -rt -guid "C:\Users\WG\AppData\Local\Temp\7zS8A6CED19\Temp\GUIDs.txt" -f "C:\ProgramData\Panda Security\PSLogs\InstAppLog_6358.etl" -level 5 -flags 255 -UseCPUCycle -gs -seq 5)
23/01/2017 12:36:28.580 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSActions::ApplyCustomization - Launching program ("C:\Users\WG\AppData\Local\Temp\7zS8A6CED19\Program Files\Panda Security\Panda Cloud Antivirus\PSANCU.exe" /applycustom /wd:"C:\Users\WG\AppData\Local\Temp\7zS8A6CED19\")
23/01/2017 12:36:28.627 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerSignatureVerify::GetDigitalCertificates - Error (-2146762486) return by function (WinVerifyTrust)
23/01/2017 12:36:28.627 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - LanzarProceso - Error checking signature: C:\Users\WG\AppData\Local\Temp\7zS8A6CED19\Program Files\Panda Security\Panda Cloud Antivirus\PSANCU.exe
23/01/2017 12:36:28.628 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CBSRequirements::ReadRequirementsInfo - Version PCA 4.0.1.0
23/01/2017 12:36:28.628 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerBootstrap::CConditionInfo::CheckEnvironmentValue - Parameter (__COMPAT_LAYER): (null)
23/01/2017 12:36:28.628 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - ReportOS - Operative System: (Microsoft Windows 7 x64 Home Edition (Suite 0x300) Service Pack 1 (Build 7601))
23/01/2017 12:36:28.628 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - ReportOS - Operative System: (FunctionName: GetVersionExW - StructureType: OSVERSIONINFOEXW - dwBuildNumber: 7601 - dwMajorVersion: 6 - dwMinorVersion: 1 - dwOSVersionInfoSize: 284 - dwPlatformId: 2 - szCSDVersion: Service Pack 1 - wProductType: 1 - wReserved: 0 - wServicePackMajor: 1 - wServicePackMinor: 0 - wSuiteMask: 768)
23/01/2017 12:36:29.066 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - ExecuteBootStrapProcess - Return code (0x11)
23/01/2017 12:36:29.066 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - PsNanoUtilities::StopAplicationLogs - Launching program ("C:\Users\WG\AppData\Local\Temp\7zS8A6CED19\Temp\tracelog.exe" -stop "InstAppLog_6358.etl")

[VirusBuster]

Code: Select all

23/01/2017 12:36:28.627 [PID:9316][TID:8904]: [L:020] - [F:0x00000001] - setup.exe - PsInstalerSignatureVerify::GetDigitalCertificates - Error (-2146762486) return by function (WinVerifyTrust)

There is a problem validating the certificates
Try updating the root certificates with Microsoft's rootsupd.exe tool:
http://download.windowsupdate.com/msdow ... otsupd.exe
Before running it, right click it and select properties
If you see an Unblock buttin, click it and accept the settings
Then run rootsupd.exe

[Dontknow]

Thank you very much for that hint, sounds logic.
I started the tool as described, it seems to start - I see the hourglass for about 1 second and then nothing happens.
I still cannot install the Antivirus...

[VirusBuster]

In order to study the issue we will need a Panda Support Information log to be collected

[Dontknow]

Hi,
I was able to solve the problem by running CCleaner. Seems there were some temps causing the issue.
thanks anyway

[VirusBuster]

Thanks for the feedback
ISSUE SOLVED