Troubleshooting Tabs3 and PracticeMaster CD Installations
Last reviewed: 10/15/2010
Article ID: R10812
The information in this article applies to:
- All Version 14, 12, 11 & 10 Products
The Version 15 Troubleshooting Tabs3 and PracticeMaster CD Installations
article is found in KB article R11277.
Summary
If an error is encountered when installing Tabs3 and PracticeMaster software,
several troubleshooting tips may be used to determine if the CD-ROM is
corrupt or if a different issue is preventing you from completing a successful
installation. Using the troubleshooting tips outlined in this article may
prevent you from having to wait for a new Tabs3 and PracticeMaster CD-ROM to arrive
when the CD-ROM may not be the cause of your problem.
More
Information
The following is a list of possible issues that may occur when trying to
install Tabs3 and PracticeMaster software:
General Installation Issues
Installation issues can be caused by inadequate permissions, unstable
CD-ROM drives, corrupted CD-ROM media, or operating system problems and inconsistencies.
Tabs3 and PracticeMaster CD-ROMs use InstallShield installation software.
If InstallShield does not initialize or an error is encountered when
installing Tabs3 and PracticeMaster software, try the resolutions listed below before calling Tabs3 Technical Support:
- Check permissions - If you received an "Error Extracting
Support files - Access Denied", message, check the permissions on the
workstation from which you are installing the software. Inadequate permissions is
one of the most common reasons why users are unable to install our
software from a Tabs3 and PracticeMaster CD-ROM. Administrative
rights are required when using a Windows NT or Windows 2000/XP computer to install the software. (Note: KB
article R10705, "Issues
Running Tabs3 and PracticeMaster Software under Windows 2000/XP", includes additional
information regarding administrative rights and installing Tabs3 and PracticeMaster software.)
- Install the Tabs3 and PracticeMaster software from a different CD-ROM drive - Try
installing the Tabs3 and PracticeMaster software from a different CD-ROM drive. If the
software successfully installs from another CD-ROM
drive, the CD-ROM is not corrupt. Therefore, the first CD-ROM drive may be
unstable, or there may be a conflict between the InstallShield software and the
first computer.
- Install the Documentation or Multimedia Tutorials - Try installing
the Documentation or Multimedia Tutorials to determine if
you can install information from a different area of the CD-ROM. The
ability to successfully install Documentation or Multimedia Tutorials from the CD-ROM
helps rule out a problem with the CD-ROM drive.
- Install an older Tabs3 and PracticeMaster CD-ROM - Try installing Tabs3 and PracticeMaster programs from an
older Tabs3 and PracticeMaster Version 11 or 10 CD-ROM to a different directory to determine if
InstallShield can be initialized from a different CD-ROM that has worked before. The ability to install software from an older Tabs3 and PracticeMaster Version 11 or 10 CD-ROM helps rule out a conflict with the third-party
InstallShield software.
If you are unable to install the Tabs3 and PracticeMaster
CD-ROM after using the above troubleshooting tips, call Tabs3 Technical
Support.
Tabs3 and PracticeMaster data exist in a program folder with no PracticeMaster program files (Version
14 & 12 only)
The PracticeMaster Version 14 & 12 installation program searches the specified installation folder for existing PracticeMaster program files. If no PracticeMaster program files are found, the installation program searches for Tabs3 and PracticeMaster data files. If both Tabs3 and PracticeMaster data files exist in the absence of PracticeMaster program files, installation will not be allowed. This is to prevent potential synchronization problems with Tabs3 data. For more information, please see KB Article R11028, "Presence of PracticeMaster Data Prevents Installation".
Certain Tabs3 and PracticeMaster Programs are Not on Maintenance
When installing an update, the InstallShield program searches the specified
program directory to determine which programs need to be updated. All Tabs3 and PracticeMaster
programs installed in the same program directory must be the same version for
integration purposes. Therefore, you will not be able to install the update if InstallShield
detects a program not on maintenance (i.e., a program that does not have a Tabs3
maintenance agreement) that needs to be updated. If you receive a message stating a program is not on
Maintenance, use the following troubleshooting suggestions:
- If the program should be on Maintenance, call Tabs3's Technical Support
Department.
- If the program is not on Maintenance and you want to continue to integrate
Tabs3 software, call Tabs3's Sales Department to renew the maintenance agreement or
purchase the update.
- If the program is not on Maintenance and you do not want to
integrate the program with the other Tabs3 and PracticeMaster programs, move
the program that is not on maintenance to a new location. Once the program is
moved, you will be able to update the other programs that are on Maintenance
with the update CD-ROM. (Note: Call Tabs3's Technical Support if you need
assistance moving a program to a new directory. Keep in mind, since the program
is not on Maintenance, the call will be billable.)
- If the program is not on Maintenance and you no longer use the program,
uninstall the program. Once the program is uninstalled, you will be able to
update the other programs with the update CD-ROM. Please
notify Tabs3's Sales Department that you are no longer using the program. (Note:
KB article R11110 - "Uninstalling Version 14
Software", KB article R11012 - "Uninstalling Version 12
Software", and KB article R10877 - "Uninstalling Version 11 Software" discuss how to uninstall Tabs3 and PracticeMaster Version 14,
12, & 11 software.)
Locked Files Encountered During Installation
Locked files may cause problems with the update process, and may even prevent
the update from completing successfully. Use the following troubleshooting tips
when locked files are encountered:
- If you receive a message stating InstallShield successfully installed the
update but you need to reboot your computer because a locked file was
encountered during
the installation - Make sure all users in the firm are NOT
using any Tabs3 and PracticeMaster programs. If they are, have them exit the program before you
reboot your computer. Once you have determined all users are not using Tabs3 and PracticeMaster
programs, reboot your computer so all locked files can be updated. Then,
start each Tabs3 and PracticeMaster program and verify that the program is running the correct version by selecting Help | About (e.g., Help | About Tabs3).
If the version number has not been updated, call Tabs3's Technical Support before using the program.
- During the installation process, a dialog box is displayed indicating
that a locked file was encountered - Cancel the installation, make sure no
other users in the firm are accessing Tabs3 and PracticeMaster programs and then reboot the computer. Once the computer is rebooted, repeat the installation process.
- During the installation process, a "Component Transfer Error"
message is displayed - Log out of the computer and log back in to the
computer as a user with administrative rights. Repeat the installation
process. Additional troubleshooting information regarding this error message
can be found in R10016.
CD Browser Issues
The CD browser is displayed when first inserting the CD into the CD drive.
This browser allows you to begin the installation, install trial software, and
browse other programs included on the CD. In some instances, the following
issues with the browser have been reported:
- Text is missing from the page, or from buttons - This usually
occurs when resources are low. Closing all open programs and rebooting the
workstation should correct this problem.
- When inserting the CD, the following message is displayed, "DemoShield
Player has encountered a problem and needs to close." - This issue, or
more rarely an issue with text missing from the entire browser window, has
also been reported after an attempt to install Apple's QuickTime software,
while applications that use QuickTime plugins are in use. This causes the
installation to fail to update these plugins. Uninstall and reinstall
QuickTime to correct the QuickTime plugins.
References
-
KB article R10705 - Issues
Running Tabs3 and PracticeMaster Software under Windows 2000/XP
-
KB article R11110 - Uninstalling Version 14 Software
-
KB article R11012 - Uninstalling Version 12 Software
-
KB article R10877 - Uninstalling Version 11
Software
-
KB article R10016 - Errors Installing Tabs3 and
PracticeMaster Software
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