Troubleshooting Tabs3 and PracticeMaster CD Installations

Last reviewed: 12/01/2010
Article ID: R11277

The information in this article applies to:

All Version 15 Products

Note: This article only applies to Version 15 of Tabs3 and PracticeMaster. Please refer to KB article R10812 - Troubleshooting Tabs3 and PracticeMaster CD Installations for information regarding CD installations for Version 14 and earlier.

Summary

If an error is encountered when installing Tabs3 and PracticeMaster software, several troubleshooting tips may be used to determine if the CD 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 to arrive when the CD 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
Tabs3 and PracticeMaster data exist in a program folder with no PracticeMaster program files
Certain Tabs3 and PracticeMaster Programs are Not on Maintenance
Locked Files Encountered During Installation
CD Browser Issues
Repair/Uninstall message when attempting to install

General Installation Issues

Installation issues can be caused by inadequate permissions, unstable CD drives, corrupted or damaged CD media, or operating system problems and inconsistencies. Tabs3 and PracticeMaster CDs 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:

Eject and re-insert the CD - Ensure that the CD is in the tray properly and that there isn't an issue with how the CD is seated in the drive.
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 permission is one of the most common reasons why users are unable to install our software from a Tabs3 and PracticeMaster CD. Administrative rights are required when using a Windows NT or Windows 2000/XP/Vista 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 drive on another computer - Try installing the Tabs3 and PracticeMaster software from a different CD drive. If the software successfully installs from another CD drive, the CD is not corrupt. Therefore, the first CD drive may be unstable, or there may be a conflict between the InstallShield software and the first computer.
Copy the CD to a temporary location - Try to copy the contents of the CD to a temporary folder on the computer. If an error reading the disc appears during this procedure, the CD is damaged and the firm will need a new one.

If you are unable to install the Tabs3 and PracticeMaster CD after using the above troubleshooting tips, call Tabs3 Technical Support.

Tabs3 and PracticeMaster data exist in a program folder with no PracticeMaster program files

The PracticeMaster Version 15 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 Technical Support.
If the program is not on Maintenance and you want to continue to integrate Tabs3 software, contact our 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. (Note: Call Tabs3 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. Please notify our Sales Department that you are no longer using the program. (Note: KB article R11240 - "Uninstalling Version 15 Software" discusses how to uninstall Tabs3 and PracticeMaster's Version 15 software.)

Locked Files Encountered During Installation

Locked files may cause problems with the update process, and may even prevent the update from completing successfully. When a locked file is encountered, a message will be displayed indicating the file encountered. 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, click Retry. If the files have been released, the installation will continue. If files are still locked, click Cancel to abort the installation. The installation will need to be run again after unlocking all files in the destination path. Please contact a network technician for assistance in releasing locked files.

Note: KB Article R10028 contains information on how to check for open files on Windows servers. KB Article R10181 contains information on how to check for open files on Novell NetWare.

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 plug-ins are in use. This causes the installation to fail to update these plug-ins. Uninstall and reinstall QuickTime to correct the QuickTime plug-ins.

Trying to launch the CD browser and it doesn't launch.
- Try rebooting the computer and starting the browser again.
- Try starting the browser from a different workstation.
- Browse to the CD using Windows Explorer and find the APPS\SYSTEM\SETUP.EXE file and double-click it to start the installation. This will launch the installer without starting the browser.

Aborted Update to Version 15 leads to a Repair/Uninstall message when attempting to install again

Firms have reported encountering a message stating that the software is installed and must be Repaired/Uninstalled before the installation can proceed after an aborted update attempt. There are multiple ways of addressing this issue:

Delete the following Registry Key if trying to install a CD:
```
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{A1D0E894-AEAD-4D91-AA84-CF2926A15C2B}
```
If using a web download executable, the Registry Key will be:
```
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{db07fe53-d776-4f6b-9372-5b7546f45fd4}
```
CAUTION: Editing the Windows registry is typically not recommended because of potential problems that can occur when not done properly. Tabs3 and PracticeMaster is not responsible for edits made to the registry. Any registry changes should be made by your network administrator or a qualified professional. (Tabs3 Support personnel do not have the necessary training to help you with Windows registry changes.)

WARNING: The following disclaimer is used by Microsoft regarding editing of the registry: "Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk."

IMPORTANT: Microsoft recommends making a back up copy of the registry files before editing the registry. Refer to Microsoft documentation for details on how to back up the registry.
Delete the temporary installation folder. When using an installation CD with Vista, it is found in:
```
C:\Users\username\AppData\Local\Temp\{a1d0e894-aead-4d91-aa84-cf2926a15c2b}
```
If using a web download executable with Vista, the temporary installation folder is found in:
```
C:\Users\username\AppData\Local\Temp\{db07fe53-d776-4f6b-9372-5b7546f45fd4}
```
When using an installation CD with XP, the temporary installation folder is found in:
```
C:\Documents and Settings\username\Local Settings\Temp\{a1d0e894-aead-4d91-aa84-cf2926a15c2b}
```
If using a web download executable with XP, the temporary installation folder is found in:
```
C:\Documents and Settings\username\Local Settings\Temp\{db07fe53-d776-4f6b-9372-5b7546f45fd4}
```
Install the software from a different workstation. This will work for single and multi-user systems only because Client Server Versions must be installed at the server. If using CSV, this method is temporary and not preferred, as the issue will probably return on the next upgrade installation.

Once one of the preceding steps have been taken, the update will install normally.

HotSync Restart Issue

When installing Tabs3 and PracticeMaster's Version 15 software where the Tabs3 Palm Application has been previously installed, an application error message for HOTSYNC.EXE may be displayed:

The instruction at "0x73e68d90" referenced memory at "0x008d43014". The memory could not be "read". Click on OK to terminate the program: Clicking OK will remove the window, and the install process will complete normally. No other action from the user is required to fix this error.

CRC Error

A CRC error is a specific kind of Component File Transfer error that usually indicates that the file is corrupt.

For detailed information and troubleshooting steps on CRC errors, please see KB Article R10016 - Errors Installing Tabs3 and PracticeMaster Software.

References

KB Article R10812 - Troubleshooting Tabs3 and PracticeMaster CD Installations (Version 14 and prior)
KB Article R10705 - Issues Running Tabs3 and PracticeMaster Software under Windows 2000/XP
KB Article R11240 - Uninstalling Version 15 Software
KB Article R10016 - Errors Installing Tabs3 and PracticeMaster Software

THE INFORMATION PROVIDED IN THE SOFTWARE TECHNOLOGY, INC. KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. SOFTWARE TECHNOLOGY, INC. DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL SOFTWARE TECHNOLOGY, INC. OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF SOFTWARE TECHNOLOGY, INC. OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY.

© 1999-2012 Software Technology, Inc. All rights reserved. Terms of Use
The maker of Tabs3 and PracticeMaster
Tabs3, PracticeMaster, and the “pinwheel” symbol () are registered trademarks of Software Technology, Inc.
e-Mail Suggestions for the Knowledge Base to: kb@Tabs3.com
Technical Support via e-mail is not available.
Knowledge Base: http://support.Tabs3.com
Web Site: http://www.Tabs3.com