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Installation problems
You normally arrive on this page if the installer was
unable to complete the installation or removal of the software.
Here you can find help on how to determine the problem.
If the solutions described here does not help, please contact us with
the precise error message for further assistance.
If you are running on Windows 2000, XP, or Windows Server 2003, please download and use
the .MSI files instead of the .EXE files. The Windows Installer technology is more
reliable, and provides features such as Repair.
Troubleshooting Windows Installer
If the installation does not start properly, please make sure the file was downloaded
properly. Check that the Windows Installer service is started, and that the SYSTEM
account has read access rights to the MSI file.
If you do not have Microsoft Windows Installer 2.0 installed on your system, you can
download the redistributables from Microsofts site. We have also provided links on our
download page.
Typical installation problems using MSI files:
Access Denied
The user is not an administrator, or does not have write access to c:\program files\
or the HKEY_LOCAL_MACHINE registry hive.
Open With dialog
If an "Open With" dialog box appears when you doubleclick on an MSI file,
Microsoft Windows Installer is not properly installed on the system.
Download and reinstall Windows Installer 2.0.
Service not available
If you have Windows Installer 2.0 installed, check that the Windows Installer service
can start up. MsiExec will start it automatically if possible, so the service should
default to Automatic as the startup type.
Advanced troubleshooting
You can enable logging for more advanced troubleshooting. To install a package with logging
enabled, run the following command line:
MsiExec /I WinMapper.msi /L*V C:\TEMP\WinMapper.log /Qb+
This will attempt to install WinMapper.msi and generate a log file called
WinMapper.log in the C:\TEMP directory. You receive a notification at the end of the setup.
Scripting error 1720
It is possible to use vbscript within MSI packages, but this can also cause problems.
The most likely problem is a script that relies on an object that is not present.
You can find out where in the vbscript the installation fails by investigating
the log file and/or eventlog for the line number (detailed in the 1720 MSI error).
If no line number is given, try re-registering c:\winnt\system32\vbscript.dll.
MsiExec uses this dll to run vbscript custom actions, independently of cscript/wscript.
If the problem is with WMI access, you can use wbemtest to access the WMI service
and check if the objects you are using can be accessed correctly.
Further assistance
If you get an error during installation, please contact us with the precise error message.
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