Identifying Installer Prerequisite Issues

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 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:

When this message dialog is displayed stop and do not click the OK button!  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.


Solution

When this occurs, the customer should:

  1. Download the .NET and Visual 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.