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** Troubleshooting ** error 'There is a problem with this Windows Installer package...' when installing/launching Controller client

Troubleshooting


Problem

Administrator installs the Controller client MSI file. An error message appears.

Symptom

All scenarios:

There is a problem with this Windows Installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor.



Scenario #1
In addition you may find a similar event in the Windows Event log:

Event Type: Error
Event Source: MsiInstaller
Event Category: None
Event ID: 11720
Date: 2006-04-12
Time: 15:23:26
User: DOMAIN\user
Computer: PCNAME
Description:
Product: Cognos Controller Client -- Error 1720. There is a problem with this Windows Installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor. Custom action CognosUnregisterComponents script error -2147024894, : Line 8, Column 1

Cause

There are many different possible causes for the "There is a problem with this Windows Installer package" generic message:

  • Scenario #1 - Controller 8.1.x client fails if the incorrectly patched version of .NET Framework 1.1 is installed
    • In this scenario, you will get an entry inside the Event Viewer similar to the one listed above
  • Scenario #2 - Controller 8.2.x - 10.x client fails if the .NET Framework 2.0 is not installed.
    • See separate IBM Technote #1382295.
  • Scenario #3 - User has remembered to disable Microsoft User Account Control (UAC) before installing the MSI file, but has forgotten to reboot the client device afterwards for the changes to be registered.
    • See separate IBM Technote #1504404.
  • Scenario #4 - Excel not installed on client PC
    • See separate IBM Technote #1345848.
  • Scenario #5 - Required component "wshom.ocx" not registered correctly on the client device.
    • See separate IBM Technote #1361286.

Resolving The Problem

Scenario #1

Install Microsoft .NET Framework 1.1 SP1 ("NDP1.1sp1-KB867460-X86.exe") on the client PC.

  • NOTE: .NET Framework 1.1 SP1 is available from Microsoft as a separate patch - it is required in addition to the original .NET Framework 1.1 ("dotnetfx.exe") install software.

Other Scenarios

See separate IBM Technotes (see links below).

[{"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"8.5.1;8.5;8.4;8.3;10.1","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

Historical Number

1019068

Document Information

Modified date:
15 June 2018

UID

swg21345359

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