InstallAware

Hello,

We have a problem with our installer. A customer of ours installed our product and now has problems with reïnstalling it.

The situation is the following:

- The product was installed succesfully, and ran as normal.
- At some point one of the product files went missing, so the customer tried to reïnstall, which wasn't possible, because that dll had to do with displaying the interface and there's a built in password check, which depends on that dll for uninstall. So the customer started to try and fix it himself.
- At that point he tried to manually remove the software and ran Revo Uninstaller to clean the install. This didn't work properly.
- The GUID install folder remained, but the product files are gone.
- We manually put back the product files and the software runs properly again.
- The customer can use the software, but he can't reïnstall/uninstall it. The error given is 'installer source not found' (MSI error 1612), while the installer GUID folder is present.

Any ideas as to why this would occur? And preferably an idea on how to solve this?

Thanks,
Alexander

You may need to use MsiZap to remove the product from the Windows Installer registry, and then properly re-install/uninstall to remove it.

Custom uninstallers may wreak havoc on your system as is the case here - simply replacing product files may not be sufficient to restore the system into a consistent state as apparently more damage has been done. We cannot support such configurations.