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Problem

Now and then, customers experience issues with the Microsoft .NET and Visual C++ run-time modules needed by Tricerat installers.

This is due to a combination of factors including Windows platform & OS, Windows Installer, and installer authoring tools.

Tricerat has not yet identified a common origin or root cause for this.

Failed Installation Dialog

 For For all Simplify Suite and ScrewDrivers installers, Advanced Installer shows a standard error message dialog if the install can’t complete.  It will look similar to this example:

In many situations, it is common for the customer to dismiss the dialog then call Support. It is useful for troubleshooting purposes to leave the error dialog open when contacting Support. Some troubleshooting steps are more effective when the installation is paused at the failed step.

Custom Action Log Files

One of the features of Tricerat’s installer technology is that there are special custom actions to perform tasks like setting registry permissions and the like.  Each custom action writes its own log file to C:\ProgramData\Tricerat\Logs as a .log file. At the point shown in the screen shot above, the administrator should capture everything in C:\ProgramData\Tricerat\Logs to send them to Tricerat Support, and then click Ok.  The installer will rollback (undo) the installation.  The next dialog will look similar to the following example:

Image Removed

When the administrator clicks Finish, the installer will open the Windows Installer log in Notepad. Again collect the Windows Installer log for review by Tricerat Support.  The Windows installer log is typically located in a Temp folder location.  If you view the log using the Show log option, just use a Save As option to determine the path of the Temp folder.

Solution

Use the steps above to gather the log information from the Windows Installer and contact Tricerat Technical Support. A Tricerat Developer will review the case to resolve the issueWhen this message dialog is displayed, use the steps in the following TKB article to collect Windows Installer and custom action log information:

https://tricerat.atlassian.net/wiki/display/TKB/Troubleshooting+Failed+Installs

Problem Signature

The signature of a problem with the Microsoft .NET and Visual C++ prerequisites is that Windows can't load an installer customer action because a required .DLL is missing or can't be found.

To determine if the prerequisites are causing a problem, open the Windows Installer log file in Notepad and scan for "A DLL required for this install to complete could not be run."

The example below shows an extract from a Windows Installer log file:

MSI (c) (98:78) [11:10:02:422]: Connected to service for CA interface.
CustomAction PrepopulateInstallPath_SDClient returned actual error code 1157 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (c) (98!00) [11:10:02:553]: Note: 1: 1723 2: PrepopulateInstallPath_SDClient 3: PrepopulateInstallPath_SDClient 4: C:\Users\Owner\AppData\Local\Temp\MSI512D.tmp
Error 1723. There is a problem with this Windows Installer package. A DLL required for this install to complete could not be run. Contact your support personnel or package vendor. Action PrepopulateInstallPath_SDClient, entry: PrepopulateInstallPath_SDClient, library: C:\Users\Owner\AppData\Local\Temp\MSI512D.tmp
MSI (c) (98!00) [11:10:27:893]: Product: ScrewDrivers Client v6 x64 -- Error 1723. There is a problem with this Windows Installer package. A DLL required for this install to complete could not be run. Contact your support personnel or package vendor. Action PrepopulateInstallPath_SDClient, entry: PrepopulateInstallPath_SDClient, library: C:\Users\Owner\AppData\Local\Temp\MSI512D.tmp
Action ended 11:10:27: PrepopulateInstallPath_SDClient. Return value 3.

The above example shows the signature of the problem.

Solution

When this occurs, the customer should:

1) Download the .NET and Vicual C++ prerequisites using this link:

https://tricerat.app.box.com/s/6ok768ac3uqksyaatgzbt39xxurije5l

2) Manually install each of the downloaded prerequisites.

3) Re-attempt the install.

4) Contact Tricerat Support for any additional assistance needed.

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