Problems Cancelling During Prerequesite and Regular Install

[CandiceJones]

It'll be interesting to see their email, since their requirements are being met by your installer, based on the information you have provided. Feel free to send us their official response and we'll take it from there.

[Nick]

Hi Michael & Candice,

We're still waiting for the email from Trust-e. We're also trying to find out from them if having an opt-out on the first screen (the welcome screen) is enough and we can remove the Cancel button from other screens (ie: progress dialog)

We have a limited amount of time to resolve the issues they found. Therefore, we'd like to know from InstallAware how much of an effort, time-wise, getting the threading issue fixed would require. That would give us some ammunition when negotiating with Trust-e about this.

Thanks

[CandiceJones]

You can tell them we will not fix an issue which we perceive to be an artificial problem - a one-off fix might be possible if their complaint is justified, which in this case it is not.

If their email does justify the issue somehow, I will need to escalate this to R&D to get an estimated timeline and cost for the workaround. There could be substantial costs involved.

[Nick]

I can't understand the push back I've been getting from InstallAware on this. We're trying very hard to work with Trust-e to have them define their complaint and also to offer work-arounds around this bug.

Why do you think this is artificial? It's a bug, plain and simple. If it looks like a message box, then it should be a message box (modal). The usability of cancel is not acceptable. canceling installs just does not work as the user would expect. Our installer, which does not have anything out of the ordinary is relatively short so there is little time between when the user presses cancel and the install is finished applying. At which point any action the user takes on the "are you sure?" is not applicable. That's a problem.

We're stuck in the middle between this bug and Trust-e. Therefore, in order to help resolve this issue I would really appreciate an answer. How long do you estimate this would take to fix? Also, since this is your bug we should not have the front the cost of having it fixed as implied.

[CandiceJones]

Hi Nick,

I understand you feel differently, but this behavior is as designed, so there is no point arguing about whether it is a bug or not. When issues are found with the product, you can see from the forum that we escalate and resolve them free of charge.

We cannot arbitrarily have one-off changes to parts of the product for contrived test scenarios. If your concern is about Trust-e, forward their official reply to us, and we will take it from there. I yet have to see this official email.

I am afraid it is not possible for you to push your own requirements onto the InstallAware R&D team. If you need customizations to the product, they can only be accomodated with prior scheduling and approval from R&D, and at the cost of development.

[Nick]

Hi Candice,

We finally got to some resolution with Trust-e. The letter we were waiting for was stuck in their Legal department.

However, in the meantime after they reviewed this forum thread we able to negotiate with them. We got a reprieve and we're allowed to remove the Cancel button.

You now have at least 2 customers that can't use the Cancel button as is. I would implore you to revisit this area, even if it is by design as you say. We had to do a lot of negotiating with Trust-e to get to this point. Any customer that wants to have their InstallAware Installer certified in their Trusted Download program will have to go through the same as we did.

[MichaelNesmith]

I'm glad your problem was resolved - it would appear Trust-e realized they were jumping the gun a bit.

[MarkRichards]

We're about to begin a similar Vista certification process, and was just wondering about the status of this issue. Did it ultimately prevent certification? Is there a work-around?

[MichaelNesmith]

You are able to get Vista certification for applications installed using InstallAware - this issue is unrelated to Vista and was in fact a non-issue raised by Trust-e and then dropped.