Setup error

[tzachk]

Hello Support,

We have a client that tries to install the installer on his Windows XP SP3 machine but gets an error (see attached).
It happens on all of his XP machines.

Any ideas?

Regards,
T.

[tzachk]

We checked the installer file to be valid (tested it on another XP machine.
It is only on this client that we get this error.

Regards,
T.

[FrancescoT]

Dear Tzachk,

For what I see the setup package seems corrupted ... please verify if any antivirus ( ... some are very intrusive) is causing the issue.

Regards

[tzachk]

Hi Franncesco,

we verified the package to be valid as we installed the same package on the machine of our support guy at the customer web site.
We can look at the antivirus. Which debug options do we have to try to figure out what is causing this?

Regards,
T.

[FrancescoT]

Dear Tzachk,

you can use the /l switch to produce a log file of the setup process.

<setup.exe> /l=<path to logfile>

Anyway, in this case I supect that log execution will not be produced ... the error seems to happen before and during decompression ( ... seems a decompression failure ... for what I seen that prticular binary package file seems corrupted).

Regards

[tzachk]

Hi Francesco,

The image is not damaged. We are certain at this.
We copied the binary to 3 different xp machines.
2 belong to the client and one is our engineer laptop. On the engineer laptop it installed, on both client machines it gave the error.

Any ideas besides A.V

egards,
T.

[FrancescoT]

Dear Tzachk,

if you are not able to replicate the issue with any other XP installation, the problem can be only caused by that particular OS configuration
that your customer have.

If you want I can verify your package using my test environment.

By thw way, due the fact that both machines that gives you problem are located wih the same client ( ... if I haven't missed anything),
probably it could be caused by some setting that your client organization uses.

Just a question:
In which way your customer receives your setup package? ... via download?
If your customer receives your package via download, have you verified what happens if you supply your package using a storage support?

Regards

[tzachk]

Dear Francesco,

The issue is still open.
We found that in the same client on other XP machines, we were able to install the msi.
On some other XP machines we received the error mentioned above.

Any ideas how to further investigate?

Regards,
Tzach

[FrancescoT]

Dear Tzach,

I still suspect that exist something with the OS or with another running application causing the issue.

I will tell you a story about a problem I had last week with my MS VS 2010 installation.
For some Mysterious causes I was not able to comple some projects anymore.
I have contacted Microsoft for support and After a week of attempts with their support, a lot of hours I spent by myself to find out the possible cause ...
Finally I found the cause of my problem ... was caused by the AntiVirus. But was not enough to switch off it ... a complete uninstall was required.

With this I don't want to say that your problem is caused for sure by a possible antivirus ... but only that somethimes the cause are really devious and not so easy to isolate.

Regards

[tzachk]

Hi Francesco,

The problem mentioned was indeed due to McAfee A.V. See event viewer below:
Event Type: Information
Event Source: McLogEvent
Event Category: None
Event ID: 257
Date: 01/11/2012
Time: 13:01:39
User: NT AUTHORITY\SYSTEM
Computer: XXXXXXXXXX
Description:
Blocked by access protection rule. Access to object C:\DOCUME~1\xxxxxxxxx\LOCALS~1\Temp\miaC4C.tmp\data\Microsoft Windows Installer 3.0\mWinRun.dll\ansi\usp10.dll was blocked by rule User-defined Rules:pws-yunsip.

The client told us that they suffered from the usp10.dll virus. Using google I found the following http://www.ehow.com/info_12085839_usp10dll-virus.html
I don't know if there is something that you can do to help in this case, but do note that this file is the root cause for installer failing.
In our case we disabled the A.V for the duration of the installation.

Regards,
T.

[FrancescoT]

Dear Tzach,

Yes, It is possible that the cause of the problem is due to a previous infection by viruses, which subsequently caused the AV to mark that file as a possible fake. This justifies the fact that you managed to complete the installation disabling the AV.

Happy that you solved.

Regards