Installation issues

Take the following steps for issues with the installation process.

About this task

The following messages might appear when you install a fix pack or major release:

Message 1
One or more newer versions of the product are already installed. An upgrade is not applicable in this case.
Message 2
Unable to launch the installer. The installer found unexpected changes to the installation script.

Procedure

  1. First, try to resolve the problem on your own.
    1. If you received Message 1, try a clean uninstall and reinstall.

      By default, the uninstaller is located in:

      /opt/ibm/safer_payments/install/IBMSaferPayments_installation/uninstall_safer_payments

      After the uninstall is finished, install the new version. Follow the instructions in the IBM® Safer Payments Implementation Guide.

    2. If you receive Message 2 after uninstalling, rename the /var/.com.zerog.registry.xml file to something else. This might allow the installer to continue.
  2. If you are unable to resolve the problem on your own and it is reproducible, open a case with IBM Support. For more information, see Contacting IBM Support.
  3. Gather the following information:
    1. Find out the release and fix pack level. For more information, see Gathering information about a problem.
    2. Check the /opt/ibm/safer_payments/install/swidtag/ folder. Be prepared to send a list of the contents to IBM Support.
    3. Get the installer logs. By default, the installation logs are located in /opt/ibm/safer_payments/install/logs.
  4. Enable debug logging for Install Anywhere.
    1. Before you run the installer, set the following environment variables on the target machine to the same user who ran the installer and the command appropriate to the shell that is used:
      export LAX_DEBUG=1
      export IBM_JAVA_OPTIONS="-Dlax.debug.all=true -Dlax.debug.level=4"
      export _JAVA_OPTIONS="-Dlax.debug.all=true -Dlax.debug.level=4"
    2. Verify that the variables are set:
      echo $LAX_DEBUG
      echo $IBM_JAVA_OPTIONS
      echo $_JAVA_OPTIONS
    3. Set up silent installation.

      In silent mode, the installer has no user interaction and is run by using a response file that contains the values for various variables. A sample response file is provided. It is named installer.properties and has default values.

      To accept the license agreement, open the sample response file and set:

      LICENSE_ACCEPTED=true

      Make sure the response file and SaferPayments.bin are in the same directory. They are by default.

    4. Run the installer in console mode from the same shell without calling sh:
      ./SaferPayments.bin -i console
      You should see messages such as:
      Creating installer data directory: /tmp/install.dir.29923/InstallerData

      You should see debugging information as the installer is initializing. If you are able to verify that the installer is outputting additional logging, you can cancel on the Language Selection console.

    5. Run the installer in silent mode and redirect the stdout and stderr:
      ./SaferPayments.bin -i silent 1>installer_debuglog.txt 2>&1

      Specify a file name that does not exist when redirecting stdout and stderr. In the previous example, the file name is installer_debuglog.txt.

  5. Contact IBM Support with the information that you gathered.