Install won't complete, and I can't uninstall either!

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chet.farmer Posted: Wed, Sep 1 2010 5:39 PM

Dear TeamSystemSolutions folks:

I'm on a fresh Windows Server 2003 install with Office 2010, VS 2010, and Outlook 2010. There are no pending updates.

The initial attempt  ended with "Installation Incomplete" and a message saying:

"The installer was interrupted before TeamLook 3.0.0.105 could be installed. You need to restart the installer to try again."

Rebooting and rerunning the installer gets me the "repair or remove" option, but I get the same error regardless of which option I pick.

Visiting Add/Remove Programs and trying to get rid of  it that way via Remote gets me "Fatal error during installation" and no progress.

Using the "Click here for support information" link and attempting to Repair there also errors out saying "The feature you are trying to use is on a network resource that is unavailable. Click OK to try ag ain, or enter an alternate path to a folder containing the installation package 'R-OL10TFC10.msi' in the box below."

The "default" path in that box is C:\DOCUME~1\ADMINI~1\LOCALS~1\Temp\RarSFX0\ which doesn't exist (Temp has no child RarSFX0).

Please advise. I find it disconcerting that the tool is stuck in an unusable yet unremovable state, especially when I had such high hopes for it (our dev manager is crazy about it, so I really want to try it for myself -- but, obviously, I'm less enthused at this point).

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Joe Buys replied on Wed, Sep 1 2010 6:58 PM

Hello Chet,

I apologize you are seeing this issue.  This is the first reported incident of this -- there must be something that failed during your install (perhaps a pre-requisite install that failed)?  There are two lines of questioning I will go down here: 1) Removal of the existing install and 2) Figuring out why this happened...

Removal

1. Do you still have the original installer (.exe)?  If not, get that from our website (www.teamsystemsolutions.com/teamlook/download.aspx). 
2. If you have WinRar, Winzip, or any other zip utility, you should be able to right-click on this and "Extract" to a subfolder.  Our installer is actually a self extracting archive that launches our setup files.
3. You should see a bunch of MSI files in this subdirectory (R-OL10TFC10.msi should included in that list).
4. Start a cmd prompt.
5. In the command prompt, go to the directory where you extracted the files above.
6. Once in the directory, type the following command:  msiexec /uninstall R-OL10TFC10.msi
7. This should get the uninstall to properly work...  If not, there are a couple other options we can go down.

Why?

1. Do you have .Net Framework 4.0 installed?
2. Were there any installation notices when you started the TeamLook installer the first time (such as, launching .net framework 4.0 installer)?

Thanks!
~Joe

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chet.farmer replied on Wed, Sep 1 2010 9:14 PM

Joe, thanks so very much for the prompt and spot-on help. The steps you provided made it possible to remove, and then cleanly reinstall, the tool. I look forward to working with it in the next few days!

Thanks again for the prompt attention -- and the followup email! Great support!