Error 'There is a problem with this Windows Installer package' when installing Client

Troubleshooting

Problem

User launches Controller for the first time. The Controller Excel link attempts to install. User receives error message. Similar error messages occur if the administrator attempts to manually install the Controller Excel link client directly (for example by double-clicking on 'ControllerClient.MSI', 'ClientAdmin.MSI' or 'CCRLocalClient.MSI').

Symptom

Screen:

IBM Cognos 8 Controller Link Add-in
Please wait while Windows configured Cognos 8 Controller Link Add-in
Gathering required information...

Cognos 8 Controller Link Add-in
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.
OK

Application Log, inside 'Event Viewer':

Event Type: Error
Event Source: MsiInstaller
Event Category: None
Event ID: 11720
Date: 10/31/2008
Time: 2:03:10 PM
User: domain\user
Computer: clientPCname
Description:
Product: Cognos 8 Controller Link Add-In -- 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 CognosRemoveExcelAddIn script error -2146827859, Microsoft VBScript runtime error: ActiveX component can't create object: 'Excel.Application' Line 5, Column 1,

Event Type: Information
Event Source: MsiInstaller
Event Category: None
Event ID: 11708
Date: 10/31/2008
Time: 2:03:10 PM
User: domain\username
Computer: pcname
Description:
Product: Cognos 8 Controller Link Add-In -- Installation failed.

[{"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"8.4;8.3;8.2;8.1","Edition":"Not Applicable","Line of Business":{"code":"LOB76","label":"Data Platform"}},{"Product":{"code":"SSMRTZ","label":"IBM Cognos Controller on Cloud"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB76","label":"Data Platform"}}]

Log InLog in to view more of this document

This document has the abstract of a technical article that is available to authorized users once you have logged on. Please use Log in button above to access the full document. After log in, if you do not have the right authorization for this document, there will be instructions on what to do next.

Historical Number

1022563

Was this topic helpful?

Document Information

More support for:
IBM Cognos Controller

Software version:
8.4, 8.3, 8.2, 8.1

Operating system(s):
Windows

Document number:
373143

Modified date:
08 May 2025

UID

swg21345848

IBM Support

Tips