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Troubleshooting Installation Problems in Reflection
Technical Note 1460
Last Reviewed 09-May-2005
Applies To
All Reflection Products version 12.x through 14.x
Summary
Technical Note 1460
Last Reviewed 09-May-2005
Applies To
All Reflection Products version 12.x through 14.x
Summary
This technical note describes some general troubleshooting suggestions to try if you encounter a problem installing or immediately after installing a Reflection product. It also includes a list questions to answer before contacting Attachmate technical support for further assistance.
Troubleshooting Issues and Workarounds
This section includes information to consider when installing Reflection. It also highlights common problems you may encounter when installing, or immediately after installing one of the Reflection products or suites, and it offers solutions and workarounds to help you complete your Reflection installation.
This section includes the following topics:
- Installing Reflection evaluation software
- Log on with Administrative rights when installing Reflection on Windows XP/2000/NT
- Restart Reflection 12.x installer after updating to MSI 2.0
- Resolve Microsoft Office licensing before running Reflection
- Disable anti-virus software prior to installation
- Confirm the existence of your Temp folder
If your issue does not seem to be addressed in this list of troubleshooting topics, you can contact Attachmate technical support for assistance. Please gather the pertinent information by answering the questions in the Requesting Technical Support section.
Installing Reflection evaluation software
If you are downloading Reflection evaluation software from Attachmate's web site, see Technical Notes 1441 and 0200 for answers to frequently asked questions about the download, installation, and upgrade processes, and about resolutions to common downloading error messages.
Log on with Administrative rights when installing Reflection on Windows XP/2000/NT
Administrative rights are required to install any of the Reflection products or suites. Note: Reflection 13.0 or higher no longer supports Windows NT, and Reflection 11.x or higher no longer supports Windows 9x.
The Microsoft Windows Installer (MSI) installation or update is the first step of the Reflection setup.
For Reflection 13.x – 14.x: Beginning with Reflection 13.0, the product files contain Windows Installer 3.0. When you install Reflection 13.0 – 14.x from the product CD or the downloaded product files, you will be prompted to update Windows Installer on the supported operating system. The update is optional. For more information about Reflection and MSI 3.x, see Technical Note 1851.
For Reflection 12.x: Reflection 12.x requires Microsoft Windows Installer (MSI) version 2.0. You must upgrade all Windows 2000/NT/9x machines to MSI 2.0 before installing Reflection 12.x. You will need to create and distribute two installation packages—one to install or upgrade MSI 2.0 and another to install Reflection.
Common Symptom: If you do not have administrative rights, you will receive the error, "MSI Support Could Not Be Updated or Installed" during setup.
Workaround: To avoid this error, you must log in to the workstation as Administrator or grant the user administrative rights to perform the installation.
To check your permissions, follow these steps:
- From the Start menu, click Programs > Administrative Tools > User Manager. (If the Windows NT computer is a Domain Controller, click User Manager for Domains.)
- In the lower half of the User Manager window, double-click Administrators in the Groups list.
- In the Local Group Properties dialog box, examine the entries listed under Members.
- If you logged into an NT domain before installing Reflection, the Members list will contain the domain name followed by your user name (for example, MyDomain\Sam) if you have administrative rights.
- If you logged into Windows locally before installing Reflection, the Members list will contain an entry for your name only (for example, Sam) if you have administrative rights.
If you do not see your domain name or user name, contact your system administrator to obtain local administrator rights.
Note to Windows 2000 Users
If you log onto a domain, you can install Reflection under any of the following conditions:
- You are a member of "Domain Administrators."
- You have a Group Policy set specifying "Always install with elevated privileges."
- The Reflection installer package has been "assigned" or "published" to you via Active Directory. (System administrators can assign or publish an application within a Group Policy object, which is in turn associated with a particular Active Directory container—either a site, domain, or organizational unit.)
Restart Reflection 12.x installer after updating to MSI 2.0
Reflection 12.x requires Microsoft Windows Installer version 2.0—the version that is included with Windows XP or Windows 2000 Service Pack 3. (Windows Installer version 2.0 includes several fixes to earlier versions of Windows Installer including the ability to apply a patch without requiring original source files.)
Before the product installation begins, Reflection will check the version of Windows Installer on the machine. You will be prompted to update the service if it detects one of the following scenarios:
- Windows Installer is not installed on the machine.
- The current version of Windows Installer on the machine is not version 2.0 or higher.
After you click Update, you may be required to restart your PC in order to integrate the Microsoft Windows installer.
After rebooting, you must restart the Reflection installation process. You can restart the installation by double-clicking Install.exe on the product CD or by double-clicking the shortcut you originally used to start the installation.
Resolve Microsoft Office licensing before running Reflection
If Microsoft Office 2000 or higher is pre-installed on the workstation where Reflection was installed, you may receive an error message when you try to launch Reflection.
Common Symptom: You will receive an "invalid page fault" error or an error message referencing the Mso9.dll file when launching Reflection for IBM for the first time. You may receive a similar error message in the Reflection for HP, UNIX, or Digital products when you attempt to use the Visual Basic component (for example, when you launch the Visual Basic Editor or attempt to record a macro).
Workaround: If you receive one of the error messages described above, Attachmate technical support recommends that you accept the Office license agreement or uninstall Office.
To accept the license agreement, start one of the Office applications. You will be prompted to accept or reject the Office license agreement. After clicking Accept, you should be able to open Reflection successfully.
If you reject the Office license agreement, you must uninstall Office before running Reflection. To uninstall Office, open Control Panel and select Add/Remove Programs. Uninstall all "Microsoft Office" packages that are listed. You should then be able to open Reflection successfully.
Search the Microsoft Knowledge Base. Because both Reflection and Office use the Microsoft Windows Installer, you may want to browse Microsoft's Knowledge Base for the most up-to-date information about MSI issues. To search the Microsoft Knowledge Base, go to
Disable anti-virus software prior to installation
Disable any antivirus software (for example, Norton Antivirus) before installing one of the Reflection products or suites.
Common Symptom: If existing antivirus software has not been disabled prior to the Reflection installation, you may receive one of these errors:
- "File is open and being used (shupi.dll)", which indicates that a .DLL file is in use during setup.
- "14413 file stamping error"
If you receive one of the above errors, we recommend that you disable your antivirus software and reinstall Reflection.
Confirm the existence of your Temp folder
Setup will automatically try to write to the Windows temporary file (Temp) folder as defined by the TMP environment variable. Typically, the Temp folder is created automatically by the operating system. If it has been deleted, problems can occur during setup.
Common Symptom: If the Temp folder does not exist, the installation may fail. You may receive an error that says "Error opening installation log file. Verify that the specified log file location exists and is writable."
Workaround: Create a Temp folder and then run the Reflection installation again. Follow the steps below to confirm the existence of your Temp folder:
- First, check for a Temp folder definition. Open a Command Prompt (DOS) and type:
echo %TMP%If you receive a folder path in response (for example, C:\TEMP), then the TMP environment variable is properly defined.
If not, add a definition for the Temp folder (for example, SET TMP=C:\TEMP).
In Windows XP: Control Panel > System > Advanced tab > Environment Variables button
In Windows 2000/NT: Control Panel > System > Environment
You may need to restart your computer to make this definition active.
- Next, verify that the Temp folder exists by typing dir %TMP% at the Command Prompt.
If you see a list of files, continue with step 3.
If the response says "File Not Found," create a Temp folder using either the mkdir command or the Windows Explorer.
- Finally, verify that the Temp folder is writable. While still at the Command Prompt, type echo this is a test > %TMP%\test.txt.
If you receive the response "Access is denied," the folder is read-only. In this case, change the TMP environment definition to point to a writable folder (see step 1 above).
If a Test.txt file is created in your Temp folder, then the file is writable.
Note: An environment variable named "TEMP" may be defined. This variable is NOT used by Reflection Setup or by the MSI installer service. Only the "TMP" environment variable is used.
Requesting Technical Support
If you still have questions about your Reflection installation, contact Attachmate technical support. You may be asked to send in a setup log file. For more information about creating setup log files in Reflection, see Technical Note 1472.
For information about contacting Attachmate technical support, see http://support.attachmate.com/contact/.
Please have answers to the following questions on hand when you call:
- What is the version of the operating system and service pack?
- What is the version of Internet Explorer and service pack?
- What is the installation type: Typical, Custom, or Complete?
- Was Reflection previously installed on the troublesome workstation(s)? What version of Reflection was installed? Was it an evaluation copy?
- Where did you install Reflection from?
- From the CD? From the downloaded Product Upgrade files?
- From an administrative installation?
- From an electronic copy of the Reflection Evaluator (downloaded from http://www.attachmate.com/Evals/)?
- (Windows 2000 workstations only) from a managed software installation (meaning software that was "assigned" or "published")?
- Is Microsoft Office or XP installed on the troublesome workstation?
If yes, what Microsoft Office suite is installed?
- Has a Microsoft Office Service Release been applied?
- Was Microsoft Office installed before or after Reflection was installed?
- Do the Microsoft Office products work?
- If you are performing an administrative installation, what type of server is the administrative installation located on—Novell, Windows NT 4.0, or Windows 2000?
Is the end-user connecting to the administrative installation point using a mapped drive or a UNC path?
- Are you trying to install the Reflection products or features locally, when required (on first use or on demand), or from the network?
- Did you restart the workstation when prompted after installing or updating the Microsoft Windows Installer (MSI)? If the workstation is running Windows 2000/NT 4.0/9x, have you restarted since running the installation?
- Are you seeing problems during the initial installation, during an Add/Remove sequence, or after the initial installation?
- Is MSI installed?
To verify that MSI has been installed, locate the Msiexec.exe file. This file is typically located in the Windows\System32 folder on Windows NT 4.0. If you do not have this file on your system, MSI has not been installed.
If the Msiexec.exe file exists, right-click the file name and select Properties to check the version.
An alternative way to determine if MSI is installed and to verify its version is to click the Start Menu, select Run, and enter MSIEXEC in the Open field. If MSI is installed, a Windows Installer pop-up box will display an "Incorrect command line parameters" message. The Windows Installer version will appear below the message.
