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Service and Support Options

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InstallAware Software provides the following paid services:

 

Complimentary Support For Everyone

 

InstallAware strives to provide complimentary support to all members of the InstallAware community - for all of our products, including all editions of InstallAware and Setup Squeezer. You do not need to purchase an InstallAware product to receive support.

 

Three Support Tiers

 

Three support tiers are available - Gold Support, Basic Support, and Trial Support - as listed in order of decreasing priority in the InstallAware support queue. Only clients who have purchased an InstallAware product are entitled to Basic Support. Clients may also select the Gold Support option at the time of their purchase for highest priority access to expert InstallAware support engineers. All of the considerations on this page apply equally to all available tiers of support, including Gold Support.

 

Support Options

 

InstallAware support often goes above and over the call of duty to provide knowledgable, timely assistance to all our potential and current clients. You may access any and all InstallAware support resources, including but not limited to peer forums, community center, email based support, and phone support at any time.

 

Self-Serve Options

 

Our products ship with extensive online documentation - just press F1 anywhere in the InstallAware IDE to receive context sensitive help. In addition to online documentation, we have an extensive collection of publications - including printable whitepapers, product guides, comparative reviews, and even community made tutorials.

 

If you would like us to build your installers for you, please consider hiring InstallAware Consulting Services.

 

Understanding Error Messages

 

InstallAware is based on Windows Installer technology. If you receive a numeric setup error code, such as 2343, please consult Microsoft's MSDN Library for a description of the error message. For instance, the description of error code 2343 is "Specified path is empty." This information will help you determine the location of the error in your installation project.

 

Generating Setup Logs

 

Any InstallAware setup may be logged using a command line parameter of the form "/l=c:\logfile.txt". Reviewing the log file created after an installation will often pinpoint the exact source of failure when error messages are not sufficient to diagnose an issue. With this information, you can go back to your setup project and fix the cause of the error.

 

Reporting Bugs

 

If a product is not performing as documented, you may have found a bug. In this case, it is very helpful for you to create a minimum setup project, which has no dependencies what-so-ever on your development eco-system (such as files to be installed, databases to connect to, and so forth). This minimum project must do nothing other than consistently reproduce the suspected bug. Support will then be able to investigate this minimum project, and validate the bug for escalation to InstallAware R&D for resolution.

 

InstallAware R&D is aggressive about fixing all bugs that reported - we have also established a track record of always being the first to support new and emerging technologies. While a bug is being resolved, support will undertake best efforts to provide you with a viable workaround in the meantime. Since InstallAware is a very versatile tool, in 99% of all reproducible errors, a workaround is possible.

 

Elusive Issues

 

InstallAware aims for the highest success rates with all of your installations on all of your target platforms - without compromise. When a defect is elusive and cannot be illustrated consistently with a minimum project as described above, you may need to prepare a virtual machine, making use of virtualization technologies such as VMware. This virtual machine must replicate your operating environment as closely as possible to be able to reproduce your issue externally. You may then send support this virtual machine for testing, and ultimately, the resolution of your issue.

 

 

Contact Us

 

The following helpful support resources might already contain the answer to your question:

 

  • Peer Forums - easily search our database containing thousands of posts; or submit a new question
  • On-Line Help - browse the latest help libraries for the most up-to-date documentation
  • Whitepapers - in-depth overviews of InstallAware technology and best practices

 

Please contact us if you need further assistance.


5 Hours Initial Consulting

 

You may order an initial consulting package covering up to five hours of engineering work to have certified InstallAware engineers work on your very own setup project, coming to you straight from the source of it all.

 

Order 5 Hours Initial Consulting.