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Installation Logs

Find errors in an installation log file

Follow these steps to search for errors in an installation log file.
  1. Open the log file and use
    Ctrl + F
     to open a search.
  2. Enter
    error
     to find all references and help identify the error.
You can ignore the following errors:
  • `ErrorControl`
  • Error in rollback skipped.
  • ErrorDialog = SetupError
  • InstallShield 8:27:59: Error extracting ISBEW64.exe from ISRegSvr.dll –
  • ISBEW64.exe errors
  • Log: Error: install_backup_data 1: no backup data to install, tick: 1465748250

Find installation logs

You can find log files in the
Windows Temp
 directory. This folder is hidden by default. Follow these steps to find it.
  1. Select
    Start
    , then
    Run
    .
  2. Enter
    %TEMP%
     and select
    OK
    .
  3. Use the error message to find the unique folder created for the most recent installation attempt.
    tip
    Sort the list of folders by date to bring the folder closer to the beginning of the list.
  4. Open the file generated during the phase that didn't complete properly.
    The log files for the 4 stages of installation include:
    1. Prerequisite
    2. License
    3. Product
    4. Desktop
    Log files are only generated for phases that were attempted.  If unable to complete a particular phase, the installation will end in that phase and generate an error message directing you to the available log files. Each attempt to install creates a unique folder and set of logs in the Temp directory.

Other things to search for

If there aren't any errors in the log file, or the errors aren't useful, check the log for the following items.
Product - Installation operation completed successfully
Example:
MSI (s) (68:5C) [14:55:12:799]: Product: Product -- Installation operation completed successfully
.
If this line displays at or near the end of the error log, take the following steps.
This line in the log may reference specific products such as 1040, 1120, etc.
  1. Look for an error log file for the next phase of the installation. Remember, the installation creates separate log files for each phase of the installation, and the phases happen in this order: Prerequisite, License, Product, Desktop.
  2. If there is an error log file for the next phase, analyze that log, starting at the beginning of this article.
  3. If there is no error log file for the next phase, there may be an issue with the MSI for the next phase, or there may be something blocking the next phase of the installation, such as the antivirus. Create the antivirus exceptions according to antivirus guidelines for CS Professional Suite applications.
Desktop log
If your installation issue occurs during the Desktop installation, or between the Product and Desktop phases of the installation, complete the following steps.
  1. Go to
    X:\WinCSI\UTYY
    , where
    X
     is the network location or drive where you are attempting to install UltraTax.
  2. Open the
    desktop_setup.exe
     folder. The folder will have numbers that correspond to the version (for example, desktop_setup.exe,18,1,0,#0000000000000).
  3. Inside the
    desktop_setup.exe
     folder, look for a
    Desktop_ut.msi
     file. If that file is present, continue to the next step. If that file is not present, something is preventing its creation. Create the recommended antivirus exceptions according to antivirus guidelines for CS Professional Suite applications.
  4. Go back to the
    X:\WinCSI\UTYY
     folder. Inside
    UTYY
    , Look for the
    Desktop
     folder. If that folder is present, continue to the next step. If that folder is not present, something is preventing its creation. Create the recommended antivirus exceptions according to antivirus guidelines for CS Professional Suite applications.
  5. If both the
    Desktop_ut.msi
     file and the
    Desktop
     folder are present, stop the installation and follow the steps to resolve an error message that a desktop setup is needed.
Short log
If the log file is short (less than 20 or so lines) and looks similar to the following example, this indicates an issue with the Windows Installer Service. Consult your firm's IT professional.
=== Verbose logging started: 12/22/2015  13:09:08  Build type: SHIP UNICODE 5.00.7601.00  Calling process: C:\Windows\SysWOW64\msiexec.exe ===

MSI (c) (A0:2C) [13:09:08:216]: Resetting cached policy values

MSI (c) (A0:2C) [13:09:08:216]: Machine policy value 'Debug' is 0

MSI (c) (A0:2C) [13:09:08:216]: ******* RunEngine:

        ******* Product: C:\Users\%username%\AppData\Local\Temp\pft6295.tmp\prereqchk.msi

        ******* Action:

        ******* CommandLine: **********

MSI (c) (A0:2C) [13:09:08:216]: Client-side and UI is none or basic: Running entire install on the server.

MSI (c) (A0:2C) [13:09:08:216]: Grabbed execution mutex.

MSI (c) (A0:2C) [13:09:38:418]: Failed to connect to server. Error: 0x80080005

MSI (c) (A0:2C) [13:09:38:418]: Failed to connect to server.

MSI (c) (A0:2C) [13:09:38:418]: MainEngineThread is returning 1601

=== Verbose logging stopped: 12/22/2015  13:09:38 ===

Reinstall

After following the previous instructions to resolve the error, go to
X:\WinCSI
, where
X
 is the network location or drive where you are installing
UltraTax CS
, and rename the
UTYY
 folder
(where YY indicates the year of the application)
. Then run the installation again.

This article applies to:

  • Product: UltraTax CS
  • Subject: Install

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