Installation failed - Technical Communication Suite 3.0

Report · Mar 13, 2015

Hello,

I need to install TSC 3.0 to a domain Windows 7 Pro 64-bit computer (Lenovo ThinkCenter M92p Tiny specifically).
Each time I try to install it, I get these errors:

Exit Code: 24

Please see specific errors and warnings below for troubleshooting. For example, ERROR: DS013, DW046 ... WARNING: DS013, DW016 ...

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

- 0 fatal error(s), 2 error(s), 11 warning(s)

WARNING: DS013: Payload {DE88AA40-6766-43D3-A755-8FC374B3D2C3} DynamiclinkSupport 6.0.0.0 is already installed and the session payload {A8798E04-96FF-4564-9157-0D4C89CB794C} DynamiclinkSupport 5.0.0.0 has no upgrade/conflict relationship with it.

WARNING: DS013: Payload {D38116C8-C472-4BB0-AD6F-0C1DD1320D1D} AdobeHelp 4.0.0.0 is already installed and the session payload {D9BABA9C-624E-4767-B18D-FBD71FEF325C} AdobeHelp 3.4.0.0 has no upgrade/conflict relationship with it.

ERROR: DS013: Verifying payload integrity : Failed with code 1

WARNING: DW016: NOTE: Cannot set action to the payload {CDFA9A73-683D-48cc-BB8E-5ACF8019963B} MSXML 4.0 SP2 4.0.0.0 as it is already upgraded by the payload {82A867E9-52D6-4f0d-B5F1-D96965B1D3B3} MSXML 4.0 SP2 4.0.0.0

WARNING: DW016: NOTE: Cannot set action to the payload {E39A5ABD-516B-46F9-A042-694BBA6A4E08} Recommended Common Fonts Installation 1.0.0.0 as it is already upgraded by the payload {DE7C6FA1-AF75-48A8-B495-CFAD529BCC3D} Recommended Common Fonts Installation 2.0.0.0

WARNING: DW016: NOTE: Cannot set action to the payload {CBDD7465-CE11-4A58-9497-C370B65923F1} Required Common Fonts Installation 1.0.0.0 as it is already upgraded by the payload {311CDC89-AC18-4344-9EC9-0225328C73D3} Required Common Fonts Installation 2.0.0.0

WARNING: DW016: NOTE: Cannot set action to the payload {3F023875-4A52-4605-9DB6-A88D4A813E8D} Camera Profiles Installer 6.0.0.0 as it is already upgraded by the payload {539AEF15-3A2B-4A31-A587-7E90F7D9C700} Camera Profiles Installer 7.0.0.0

WARNING: DW016: NOTE: Cannot set action to the payload {11C0657F-2BD4-4CBC-87F3-9455DC91886E} Recommended Common Fonts Installation x64 1.0.0.0 as it is already upgraded by the payload {8085C16A-3148-40B4-BC8B-12ED59C9C478} Recommended Common Fonts Installation x64 2.0.0.0

WARNING: DW016: NOTE: Cannot set action to the payload {7F9C94CD-0BAC-4F8F-8990-6A5886F4D550} Required Common Fonts Installation x64 1.0.0.0 as it is already upgraded by the payload {63594DD4-0241-422A-93A5-B6530040E1C7} Required Common Fonts Installation x64 2.0.0.0

WARNING: DW016: NOTE: Cannot set action to the payload {CDFA9A73-683D-48cc-BB8E-5ACF8019963B} MSXML 4.0 SP2 4.0.0.0 as it is already upgraded by the payload {82A867E9-52D6-4f0d-B5F1-D96965B1D3B3} MSXML 4.0 SP2 4.0.0.0

ERROR: DW046: Following Conflicting processes were running -

block:javaw.exe

-------------------------------------------------------------------------------------

I do not see javaw.exe in Task Manager or Startup (msconfig) to disable. I had Java 6 Update 31 installed on this computer, and tried disabling the Java Runtime, but that didn't help. I updated to 8-31 and now I can't even disable the JRE anyway. I have tried rebooting and retrying, and have been searching these forums. I tried a support chat but was directed to create this post.

Report · Mar 16, 2015

Are you loading it as an Admin? Does the machine already have any Adobe products installed?

Report · Mar 16, 2015

Hello,

I was logged in with my own domain account which is set up with admin access, but I plan to return today and try the local admin account and Run as administrator just to rule it out. So does the javaw.exe error specifically mean anything to any of you?

Yes, the client already has Adobe e-Learning suite installed, so we were only installing two applications he didn't already have (RoboHelp and FrameMaker). It would be troublesome to remove all the apps from the other suite first, and since he needs (parts of) both sets of apps, would we have the same issue if I removed e-Learning to install TCS 3.0 and then tried to reinstall e-Learning?

Report · Mar 16, 2015

Hi Renne,

The error you are getting seems to be the rights issue on the system. Can you try to login with local Admin and then try to install it? Installing with local admin will also allow you to use it under domain account on same machine.

Regards,

Mayank

Report · Mar 17, 2015

UPDATE:

I visited the computer I need to remove the suite from today and observed a similar javaw.exe error when running the uninstaller. When I unchecked the suite and started removing individual components from this computer (a Dell OptiPlex 980 if I recall correctly, same Win7-64 Pro image), the error didn't come up. Since I had only tried to install RoboHelp and FrameMaker, and was able to remove RoboHelp successfully, I am certain that the javaw.exe issue is connected to FrameMaker specifically. I hope this helps with troubleshooting. I still need to remove FrameMaker from the existing computer even if I don't install it to the other one.

Report · Mar 17, 2015

Hi Renee,

Did you tried restarting the system and then try to uninstall FM? Also did you checked the process for Javaw.exe in task manager? You may need to to click on "Show process from all users" and see if any process for Javaw.exe is running?

Regards,

Mayank

Report · Mar 17, 2015

Hello,

I did check Task Manager for Javaw.exe, including processes, and did not see it there.

For another update, I just successfully installed RoboHelp (one of the two programs from TCS3 required) on the destination computer.

So the only remaining issue is javaw.exe, which only seems to matter when installing or uninstalling the version of FrameMaker that comes with TSC3. Let's focus the troubleshooting on that issue, as I still need to remove it from one computer and install it on another. I did make sure to run as admin today when I tried to install with the whole suite checked (checks next to TCS and the two specific apps, not literally each app as he has some already) and that made no difference.

I appreciate everyone's assistance and input!

Report · Mar 18, 2015

Hi Renee,

Can you please email me at tcssup@adobe.com and we will try to help you with this issue ? It seems we need to try different ways to uninstall FM.

Regards,

Mayank