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Flaven
Flaven
Inspiring
January 15, 2011
Question

RH9 Installation Fail on Win7, 64bit

  • January 15, 2011
  • 8 replies
  • 15001 views

After five days of attempting to install Adobe RoboHelp 9, hopefully someone here can give me some esoteric clues as to what to do next.

I purchased RH9 on Tuesday and the installation immediately failed, with the following errors/warnings (at the bottom of this comment). I hooked up with tech support, and the gal took over my computer for two hours, attempting all sorts of fixes and magic. Every single effort failed with the exact same errors/warnings. I lost the connection with her because a reboot took longer than the ten-minute time limit and never heard back from her. Despite an open case (#0181993020) and my updating it through the week, I have not heard back from tech support.

Here is what I’ve tried:

  • Diagnostic boot (no non-critical services and start-up programs).
  • Safe boot.
  • Anti-virus on/off.
  • Firewall on/off.
  • UAC on/off.
  • Uninstall all “payload” apps (including AIR).
  • Manually install all “payload” apps (including AIR).
  • Where possible, manually unistalled/installed failed installation apps such as Microsoft_VC90_ATL_x86.
  • Uninstall RH8.
  • Reinstall RH8.
  • Manually edit Registry to remove all vestiges of RH8/RH9.
  • Incense and prayer.
  • New user profile (and re-trying everything I'd already tried).
  • Take ownership of entire system disk.
  • Extract install files to separate disk.
  • …a lot of other stuff I’ve forgotten while in the fugue…and, of course, rebooting the machine after everything and re-downloading the software...

Here’s the kicker: no matter the environment or what I tried, the errors/warnings are exactly the same and there is no error event in the Event Viewer.

I’m running Windows 7 Ultimate, 64-bit on an i7-965 system with 12GB of RAM and approximately 3TB free disk space and Nvidia GTX280 cards. All drivers are current. No other Adobe app has issues (Adobe Master Collection CS5 is installed, as is RH8 and Captivate 4). Everything is installed and run off this one machine.

It is, of course, driving me nuts…<G>

Any advice or off-the-wall suggestions would be most welcome, especially from any Windows 7 64bit users. Here are the errors/warnings:

Exit Code: 7

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 10 error(s), 12 warning(s)

WARNING: PayloadPolicyNode.SetAction: IN payload {AC76D478-1031-0000-3478-000000000004} Adobe PDF Creation Add-On 9 is required by {F8994FC1-D72D-4DAD-8680-407D0438A539} Adobe RoboHelp 9 but isn't free.

WARNING: Warning: {2F6B67F4-A2BB-45D7-A80C-25FF646CC1C5} Adobe Player for Embedding will not be repaired, due to updated patch of STI and one of the top level payload is being installed.

WARNING: Warning: {E995AC53-954A-48D2-A861-613B8D42A9BE} Adobe ExtendScript Toolkit CS5 will not be repaired, due to updated patch of STI and one of the top level payload is being installed.

WARNING: Warning: {2F6B67F4-A2BB-45D7-A80C-25FF646CC1C5} Adobe Player for Embedding will not be repaired, due to updated patch of STI and one of the top level payload is being installed.

WARNING: Payload cannot be installed due to dependent operation failure

WARNING: Payload cannot be installed due to dependent operation failure

WARNING: Payload cannot be installed due to dependent operation failure

WARNING: Payload cannot be installed due to dependent operation failure

WARNING: Payload cannot be installed due to dependent operation failure

WARNING: Warning: {E995AC53-954A-48D2-A861-613B8D42A9BE} Adobe ExtendScript Toolkit CS5 will not be repaired, due to updated patch of STI and one of the top level payload is being installed.

WARNING: Payload cannot be installed due to dependent operation failure

WARNING: Payload cannot be installed due to dependent operation failure

ERROR: Payload {A7C805CA-634C-4ec8-A6D9-B42D1555B653} has an action "install" but no resultState

ERROR: The following payload errors were found during install:

ERROR:  - Microsoft_VC90_ATL_x86: Install failed

ERROR:  - Adobe Linguistics 5.1: Install failed

ERROR:  - Suite Shared Configuration CS5: Install failed

ERROR:  - Adobe PDF Creation Add-On 9: Install failed

ERROR:  - Adobe RoboHelp 9_AdobeRobohelp9en_US: Install failed

ERROR:  - MSXML 4.0 SP2: Install failed

ERROR:  - AdobeHelp: Install failed

ERROR:  - Adobe RoboHelp 9: Failed due to Language Pack installation failure

    This topic has been closed for replies.

    8 replies

    P
    perrin319
    Known Participant
    January 25, 2011

    OK I followed all the directions, clearing all logs, uninstalling, and then rebooting and reinstalling RH9.

    The install worked, but when I go to launch the RoboHelp HTML 9 I get the same EXE error message mentioned above.

    I have zipped up all the log files requested except for "amt3.log"....for some reason that log was not in the temp folder this time....

    Logs:

    http://dl.dropbox.com/u/129168/Perrin_latest_Logs_01_25_4pmEST.zip

    Thanks.

    A
    Adobe Employee
    AlbusTeck
    Adobe Employee
    January 25, 2011

    Do you see only amt.log then, you can share that also.

    P
    perrin319
    Known Participant
    January 26, 2011

    OK, here is amt.log:

    http://dl.dropbox.com/u/129168/amt.log

    P
    perrin319
    Known Participant
    January 24, 2011

    Thanks Peter,

    I had gone ahead and uploaded to my dropbox...here's the link:

    http://dl.dropbox.com/u/129168/Perrin319_Adobe%20RoboHelp%209%209%2001-24-2011.log.gz

    A
    amitkapoor
    Participating Frequently
    January 25, 2011

    Hi guys,

    Thanks for the help. My issue still persists. But I won't bother. Installed the downloaded installer on a different Windows XP machine and it worked just fine. No clue why it did not work earlier though!

    -Amit Kapoor

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    January 25, 2011

    Amit

    Glad you have got it running. It's a shame you don't want to try again on the other machine as it would help resolve the root cause for when you do need to put it on such a machine.

    See www.grainge.org for RoboHelp and Authoring tips

    @petergrainge

    Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.
    P
    perrin319
    Known Participant
    January 24, 2011

    Nope, I don't see an attachment area, which is why I asked...

    The rich text editor allows me to insert video or images, but I don't see a file attachment section anywhere above or below the reply section....

    Using IE 8 here...

    Thanks!

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    January 24, 2011

    I asked because my understanding was that you wouldn't see it but just the other day someone did attach a file.

    Send it via my site.

    See www.grainge.org for RoboHelp and Authoring tips

    @petergrainge

    Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.
    P
    perrin319
    Known Participant
    January 24, 2011

    I tried all the steps that Mohd Sameer posted (including extracting the install files to C:\RoboHelpInstall), but the install still did not work and I got the same error messages.

    Where can I post the log file?

    Here are the apps I currently have installed:

    Robohelp 8

    Captivate 5

    InDesign CS5

    Acrobat 9 Pro

    and Trial Versions of other CS5 creative suite programs that has since expired.

    BTW, I'm on Windows XP SP3.

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    January 24, 2011

    Click Reply. Do you see Attach Files below the area where you type your reply? If you do, zip the required files into a zip file with your name.

    See www.grainge.org for RoboHelp and Authoring tips

    @petergrainge

    Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.
    M
    Adobe Employee
    mdsameer87
    Adobe Employee
    January 24, 2011

    Hi,

    Pleased to know that problem looks to be sorted out..

    However,for further inquiry and to look for root cause why the RH 9 install failed earlier we need following information:-

    Part A

    1) Do you have enough space(more than 5.5Gb for TCS and 857Mb for Robohelp) on the drive where extraction file is getting saved on the system?

    2) Which ESD you are using TCS or RH ?

    3) Location where you are extracting the ESD set up ?

    Part B

    In addition to the data needed above we also need following information.

    1) Goto temp directory of Admin user(type %temp% in RUN)

    2) Delete the log files with names Amt3.log ,PDApp.log ,oobelib.log ,swtag.log present at the location mentioned in step 1 above.

    3) Goto Program Files\Common files\Adobe\Installers and delete the log files from there.

    4) Now run the setup saving the extracted file on desktop to some other location such as C:\Robohelp.

    If installer fails (in any case of step 4) mentioned above please send the log files mentioned in step 2 and step 3 of Part B

    Thanks,

    Mohd Sameer

    Message was edited by: Peter Grainge 4) Now run the setup by saving the extracted file on desktop and some other location such as C:\Robohelp. amended to 4) Now run the setup by saving the extracted file on desktop to some other location such as C:\Robohelp.

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    January 24, 2011

    amitkapoor and perrin319

    Could you please now provide the information Mohd Sameer has requested immediately above.

    Re Part B Step 4, please see Item 5 at http://www.grainge.org/pages/authoring/rh9/using_rh9.htm

    You must not run the setup.exe from a folder within Desktop.

    See www.grainge.org for RoboHelp and Authoring tips

    @petergrainge

    Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.
    M
    Adobe Employee
    mdsameer87
    Adobe Employee
    January 21, 2011

    Hi All,

    I work for Adobe.Here is few information and probable solution regarding the problem :-

    1) Adobe PDF add on failed to install:- It is  because this add on is already installed on the machine through some other Adobe product. Failing of PDF add on(if already installed) is not an issue.

    2) Language pack installation failure:- This one is really important. Language pack installation is getting confronted and its STI is failing. This is a machine specific issue . A software installed on the machine is confronting with the STIs of Robohelp 9.

    Recommendation:-

    1) Look into Control panel and search for Robohelp 9.

    2)Uninstall Robohelp 9. It must be there as Robohelp makes entry as soon installation starts.After uninstallation make sure to clean your old Robohelp 9 registry.

    3)Restart your machine.

    4)Goto C:\Program Files\Common Files\Adobe\Installers. And delete all content present at this location 

    5) Make sure no other Adobe product is running

    6) Re-install Robohelp.

    Note:-

    1) If problem persists after performing the above steps , goto the location mentioned in point 4 of Recommendation section. A log file with name Robohelp must have been created. Please share this file.

    2) Moreover, can you look what other Adobe poducts are installed on your machine. Please share the list of those products as well.

    Message was edited by: Peter Grainge Format corrected and steps renumbered, there were two steps 4

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    January 21, 2011

    If you need to send a file to Adobe, you can send it via my site. Please ensure the file is zipped and the zip file has your name for identification.

    See www.grainge.org for RoboHelp and Authoring tips

    @petergrainge

    Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.
    A
    AnujMittal
    Participant
    January 19, 2011

    Can you please share installation logs generated at [CommanFileFolder]\Adobe\Installer folder with the name Adobe RoboHelp 9(time stamp).gz, then only we will be able to nail down the issue.

    A
    amitkapoor
    Participating Frequently
    January 19, 2011

    Hi  Petere,

    That is right. I am getting the same error and yes, I don't get anything unless I login.I wish I could try the new release.

    -Amit

    Flaven
    FlavenAuthor
    Inspiring
    January 19, 2011

    Amit -- go to the link I provided above, login, and download the software and attempt to install. That is not the Adobe Store version. Let us know how it works out.

    A
    amitkapoor
    Participating Frequently
    January 16, 2011

    Hi,

    I am facing exactly the same errors and warnings on the Windows XP Pro 32-bit. Any help would be really appreciated. Thank you.

    -Amit

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    January 17, 2011

    I have escalated this elsewhere within Adobe. Contact will be made with Flaven to resolve the matter and once that is done, the resolution will be made available.

    See www.grainge.org for RoboHelp and Authoring tips

    @petergrainge

    Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.
    Flaven
    FlavenAuthor
    Inspiring
    January 17, 2011

    Thanks, Peter -- I've just been initially contacted by a Tier 2 support tech. I'll make sure to update this thread as this progresses.

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