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heatermeals
05-18-2004, 07:45 AM
I am getting an "Error extracting support files: catastrophic failure" when trying to reload Shiprush V3. Earlier I removed the program to reinstall because this error started when I had to reinstall. Any suggestions?

SYSOPS
05-18-2004, 02:30 PM
Afternoon,
Please reference the kbase article at:
http://www.zfirm.com/kbase/shiprush/all002.txt

Replace any mention of OmniRush with ShipRush.

Hopefully that will help resolve the issue,
SYSOPS

heatermeals
05-19-2004, 05:10 AM
Thanks for the information. I did find the AppName=Shiprush. Deleted the dir, rebooted.

Still getting the same error. What do you suggest next.



Afternoon,
Please reference the kbase article at:
http://www.zfirm.com/kbase/shiprush/all002.txt

Replace any mention of OmniRush with ShipRush.

Hopefully that will help resolve the issue,
SYSOPS

SYSOPS
05-19-2004, 06:44 AM
Things to try:

Rename the entire InstallShield directory
Rename or delete the ShipRush v3 folder under:
- program files\z-firm llc\
- documents and settings\username\application data\z-firm llc

At this point, rerun the installer and see if it goes through.

HTH,
SYSOPS

heatermeals
05-19-2004, 07:10 AM
Nope, still same error.




Things to try:

Rename the entire InstallShield directory
Rename or delete the ShipRush v3 folder under:
- program files\z-firm llc\
- documents and settings\username\application data\z-firm llc

At this point, rerun the installer and see if it goes through.

HTH,
SYSOPS

SYSOPR
05-19-2004, 11:01 AM
What OS is on your PC ?

When does the crash happen? During the installer?

Thanks!

SYSOPR
05-19-2004, 11:02 AM
Can you post a screen shot of the error?

Here is how to do a screen shot:
http://www.zfirm.com/kbase/shiprush/screenshot.txt

heatermeals
05-19-2004, 11:08 AM
WIN XP 2002 Pro Service Pack 1

This happens right after the set goes to the "ShipRush V3 is Preparing the installation wizard, which will guide you through the rest of the setup process. Please wait.


What OS is on your PC ?

When does the crash happen? During the installer?

Thanks!

SYSOPR
05-19-2004, 11:26 AM
Please post a screen shot, then we should be able to get you some steps to try.

heatermeals
05-19-2004, 12:50 PM
Can I email it, I can't get it posted?


Please post a screen shot, then we should be able to get you some steps to try.

SYSOPR
05-19-2004, 01:51 PM
Ahhhh..... To post a screen shot you have to save to disk as png, then use the File Attach option on the post to attach it!

zfadmin2
05-19-2004, 02:06 PM
Good point, it is not clear how to post screen shots to the forums.

The sysops posted a new FAQ article explaining how to post screen shots:

http://forums.zfirm.com/faq.php?faq=vb_read_and_post#faq_post_screen_shot

heatermeals
05-20-2004, 05:17 AM
Here it is, this is right at the point that the shiprush logo pic comes up the error happens.



Good point, it is not clear how to post screen shots to the forums.

The sysops posted a new FAQ article explaining how to post screen shots:

http://forums.zfirm.com/faq.php?faq=vb_read_and_post#faq_post_screen_shot

heatermeals
05-20-2004, 05:32 AM
Here is the shot right as I get stopped. Hopefully it helps.
Thanks

SYSOPR
05-20-2004, 07:05 AM
THANK YOU, for the screen shot. It helps a lot!

This error is coming from the installshield engine, that ShipRush (and zillions of other programs) use as an installer.

They have a full article on this issue: http://consumer.installshield.com/kb.asp?id=Q110747

Please let us know if this is helpful!

heatermeals
05-20-2004, 08:00 AM
Went through the link you had sent, still nothing. Cleaned tmp files, verified rights, etc,...still nothing. Stops at same place in the installation.

SYSOPR
05-20-2004, 10:36 AM
The problem is either that the downloaded file is corrupt or the PC is messed up in some way. This is a very rare issue.


Couple of options here....

a) Try installing on a different PC. To validate that the downloaded file itself is OK. If it installs fine on another PC, the file is good (and the problem is the PC). If you are logged into the other PC as Admin, and it chokes, then the problem is a corrupt download. Download again (on a PC other than the one that originally downloaded!

b) Do more research on Google to try to resolve it yourself. Click here for a ready to go query (http://www.google.com/search?hl=en&ie=UTF-8&q=installshield+error+extracting+support+files&btnG=Google+Search)

c) Call into Z-Firm, and open a paid tech incident and we will work on it.

Sorry this has been such a hassle!

SYSOPS
05-21-2004, 06:51 AM
Additional information:

InstallShield failing. They were able to resolve this InstallShield issue by turning off additional software on the PC, namely some multi-monitor software that was running.

Please make sure that you have all non-essential software turned off or disabled on that particular machine and try the installation again.

HTH,
SYSOPS

SYSOPR
05-21-2004, 07:18 AM
Thanks for posting this. This information has been added to the kbase article on the subject.

Glad we (or they) could get it resolved!