During the UltraTax CS installation and Fixed Assets CS installation, log files might be generated. The logs can identify error during the installation.
Find the file
Log files can be found in the Windows Temp directory. This folder is located in a hidden location by default. To navigate to that location, complete the following steps:
- Click Start > Run or press Win + R key combination on your keyboard.
- In the Run dialog, type %TEMP%. Press Enter or click OK and Windows will access the TEMP folder in a file browser.
- Use the error message generated by the UltraTax installation to find the unique folder created for the most recent installation attempt.
Sorting the list of folders by date will bring the folder closer to the top of the list.
- There are logs files for the 4 stages of installation:
- Prerequisite
- License
- Product
- Desktop
- Open for the file generated during the phase that did not complete properly. Log files are only generated for phases that were attempted. If unable to complete a particular phase, the installation will end in that phase and generate an error message directing you to the available log files. Each attempt to install creates a unique folder and set of logs in the Temp directory.
Reading the Log File
- Double-click the file to open it.
- Press CTRL + F on the keyboard to open a search.
- Enter error into the search box.
- Click the arrow to move through the log and find all the references to the word "error".
- Refer to the list of errors below to find a resolution. If there are no errors in the log, skip to the "Other things to look for" section at the bottom of this article.
Errors in the Log File
Error code 1157
Error 1310
Error 1327
Error 1603
Error 1606
Error 1723
Info 1926
Failed to connect to server
The errors listed below can be ignored:
- `ErrorControl`
- Error in rollback skipped.
- ErrorDialog = SetupError
- InstallShield 8:27:59: Error extracting ISBEW64.exe from ISRegSvr.dll –
- ISBEW64.exe errors
- Log: Error: install_backup_data 1: no backup data to install, tick: 1465748250
Other things to look for
If there are no errors in the log, or the errors are not useful, check the log for the following.
Example: MSI (s) (68:5C) [14:55:12:799]: Product: Product -- Installation operation completed successfully.
If this line appears at or near the end of the error log, take the following steps. This line in the log may reference specific products such as 1040, 1120, etc.
- Look for an error log file for the next phase of the installation. Remember, the installation creates separate log files for each phase of the installation, and the phases happen in this order: Prerequisite, License, Product, Desktop.
- If there is an error log file for the next phase, analyze that log, starting at the beginning of this article.
- If there is no error log file for the next phase, there may be an issue with the MSI for the next phase, or there may be something blocking the next phase of the installation, such as the antivirus. Create the antivirus exceptions according to Antivirus guidelines for CS Professional Suite applications.
- If this message appears at the bottom of the Product log and you have no Desktop log, see the Desktop section below.
If your installation issue occurs during the Desktop installation, or between the Product and Desktop phases of the installation, complete the following steps.
- Browse to X:\WinCSI\UT18 (or X:\WinCSI\DSW for Fixed Assets CS), where X is the network location or drive where you are attempting to install UltraTax.
- Open the desktop_setup.exe folder. The folder will have numbers that correspond to the version (for example, desktop_setup.exe,18,1,0,#0000000000000).
- Inside the desktop_setup.exe folder, look for a Desktop_ut.msi file. If that file is present, continue to the next step. If that file is not present, something is preventing its creation. Create the recommended antivirus exceptions according to Antivirus guidelines for CS Professional Suite applications.
- Go back to the X:\WinCSI\UT18 (or DSW) folder. Inside UT18 (or DSW), Look for the Desktop folder. If that folder is present, continue to the next step. If that folder is not present, something is preventing its creation. Create the recommended antivirus exceptions according to Antivirus guidelines for CS Professional Suite applications.
- If both the Desktop_ut.msi file and the Desktop folder are present, forgo the UltraTax installation and follow the steps in UltraTax CS / Fixed Assets CS / FileCabinet CS: Desktop setup or workstation setup loop.
If the log file is short (less than 20 or so lines) and looks similar to the example below, this indicates an issue with the Windows Installer Service. Consult your firm's IT professional.
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Example:
=== Verbose logging started: 12/22/2015 13:09:08 Build type: SHIP UNICODE 5.00.7601.00 Calling process: C:\Windows\SysWOW64\msiexec.exe ===
MSI (c) (A0:2C) [13:09:08:216]: Resetting cached policy values
MSI (c) (A0:2C) [13:09:08:216]: Machine policy value 'Debug' is 0
MSI (c) (A0:2C) [13:09:08:216]: ******* RunEngine:
******* Product: C:\Users\%username%\AppData\Local\Temp\pft6295.tmp\prereqchk.msi
******* Action:
******* CommandLine: **********
MSI (c) (A0:2C) [13:09:08:216]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (A0:2C) [13:09:08:216]: Grabbed execution mutex.
MSI (c) (A0:2C) [13:09:38:418]: Failed to connect to server. Error: 0x80080005
MSI (c) (A0:2C) [13:09:38:418]: Failed to connect to server.
MSI (c) (A0:2C) [13:09:38:418]: MainEngineThread is returning 1601
=== Verbose logging stopped: 12/22/2015 13:09:38 ===
Reinstalling
After following the instructions above to resolve the error, browse to X:\WinCSI, where X is the network location or drive where you are installing UltraTax CS (or Fixed Assets CS), and rename the UTYY (or DSW) folder (where YY indicates the year of the application). Then run the installation again.
