Error 'There is a problem with this Windows Installer package...' launching Controller 8.x

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 message:

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.

Event Viewer (Application Log) on client device:

In addition you will find an event in the Windows Event log, similar to the following:

Controller 8.1.x:

Event Type: Error
Event Source: MsiInstaller
Event Category: None
Event ID: 11720
Date: 2006-04-12
Time: 15:23:26
User: DOMAIN\username
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,

Controller 8.4.x

Event Type: Error
Event Source: MsiInstaller
Event Category: None
Event ID: 11720
Date: 2009-04-12
Time: 15:23:26
User: DOMAIN\username
Computer: PCNAME
Description:
Product: IBM 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 CognosUnregisterComponents script error -2147024894, : Line 7, Column 1,

[{"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"}}]

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Historical Number

1019068

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Document Information

Modified date:
09 May 2025

UID

swg21382295

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