Reading UltraTax Installation Logs

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The UltraTax installation process generates log files to aid in troubleshooting failed installation attempts. Understanding how to find, read and react to the information contained in the log files will help overcome installation issues.

Log Files Generated

A log file is potentially generated for each phase of installation. Installation phases occur in the following order:

  1. Prerequisite
  2. License
  3. Product
  4. Desktop

Look for the log 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.

Locating the Log Files

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:

  1. Click Start > Run or press Win + R key combination on your keyboard.
  2. In the Run dialog, type %TEMP%. Press Enter or click OK and Windows will access the TEMP folder in a file browser.
  3. 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.

  4. Refer to the order of phases above to determine which phase ran last. Focus solely on the log file for the last phase that ran.

Reading the Log File

To read the log file:

  1. Double-click the file to open it.
  2. Press CTRL + F on the keyboard to open a search.
  3. Enter error into the search box.
  4. Click the arrow to move through the log and find all the references to the word "error".
  5. 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 to ignore

Useful errors

Example: MSI (s) (18:C8) [15:04:59:646]: Product: Product == Error 1606.Could not access network location \\Servername\applications\WinCSI\CABINET\.

This error indicates that the network location listed in the error is not available. To resolve this error, take the following steps.

  1. Determine what location is not available. In the example above, the location is \\Servername\applications\WinCSI\CABINET.
  2. If the path listed in the error is the path that you want to install the program to, continue to the next step. If this path is not correct, start the installation again and choose the correct path. If you continue to see the wrong path in the error log after changing the path during the installation, contact Support for assistance.

    If the path is incorrect, there are registry keys that need to be updated.

    1. Determine which registry keys need to be updated by looking for lines this in the log: Property(S): _TOOLS_BASETARGETDIR = V:\WinCSI
    2. Find the TARGETDIR line(s) with the incorrect path and make a note of what product they are for. The TARGETDIR lines match with products as follows:
      • TOOLS_BASETARGETDIR: CSI Tools
      • FC_TARGETDIR: FileCabinet CS
      • FA_TARGETDIR: Fixed Assets CS
      • PL_TARGETDIR: Planner CS
      • UT_TARGETDIR: UltraTax CS
    3. Find the registry key for the product in the Internal: Registry keys used in UltraTax CS article
    4. Provide the registry key path to the user. Changes to the registry should be made by the firm's IT professional.
  3. Browse to the location in Windows Explorer (press the Windows key + E to open Windows Explorer). If you cannot browse to the location, consult your firm's IT professional; the location may be unavailable because of network connectivity issues, the drive may need to be remapped, or your permissions to the location may need to be modified.
  4. If you can browse to the location in Windows Explorer, follow the instructions in CS Professional Suite: Cannot access network locations with UAC enabled, then try the installation again. 
  5. If you continue to receive the error after taking the above steps, consult your firm's IT professional to ensure the network drive is mapped for administrators. 

    You can walk a user through this process to verify whether the drive is mapped for admins: Internal: Understanding the UltraTax CS and Fixed Assets CS installation process

Example: Info 1926.Could not set file security for file U:\WinCSI\UT17\. Error: 0. Verify that you have sufficient privileges to modify the security permissions for this file.

This error indicates that the Windows permissions for the user running the installation are not sufficient. To resolve this error, take the following steps.

  1. Determine what location is missing permissions. In the example above, the location is U:\WinCSI\UT17.
  2. If the path listed in the error is the path that you want to install the program to, continue to the next step. If this path is not correct, start the installation again and choose the correct path. If you continue to see the wrong path in the error log after changing the path during the installation, contact Support for assistance.

    If the path is incorrect and does not match what the user chose during the installation, there are registry keys need to be updated. Check the path of the registry keys found here: Internal: Registry keys used in UltraTax CS. The firm's IT professional is responsible for updating the paths.

  3. Verify that the user has full control over the location. This must be handled by your firm's IT professional. All permissions should be set according to Permissions guidelines for the CS Professional Suite.

Error 1603 is an ambiguous error. To resolve this error, take the following steps.

  1. Check the error log for other errors listed in this article, and check the "Other things to look for" section below.
  2. Turn the Windows User Account Control (UAC) to Never Notify and reboot the machine. Consult your firm's IT professional and see User Account Control Step-by-Step Guide External link . (What's this?)
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    for more information.
  3. Confirm you are logged in with an admin-level user account: How to determine your user account type in Windows External link . (What's this?)
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  4. Create the recommended exceptions in your antivirus: Antivirus guidelines for CS Professional Suite applications.

The error "Failed to connect to server" may indicate an issue with the Windows Installer Service. Consult your firm's IT professional and see The Windows Installer Service Could Not Be Accessed" error when you try to install a program in Windows 7 or Windows Vista External link . (What's this?)

This icon appears alongside links to resources that are not developed or maintained by Thomson Reuters. We provide access to these resources for your convenience, but we are not responsible for their accuracy. If you need additional assistance, please consult your qualified technician and/or the vendor who developed the resource.

Example: MSI (s) (44:98) [15:35:51:096]: Product: Bootstrap -- Error 1327.Invalid Drive: T:\

This error indicates an issue accessing the drive being installed to. To resolve this error, take the following steps.

  1. Determine what drive is considered invalid. In the example above, the drive is T:\.
  2. If the drive listed in the error is the drive that you want to install the program to, continue to the next step. If this drive is not correct, start the installation again and choose the correct drive. If you continue to see the wrong drive in the error log after changing the path during the installation, contact Support for assistance.

    If the drive is incorrect, there are registry keys that need to be updated.

    1. Find the registry key for the product in the Internal: Registry keys used in UltraTax CS article
    2. Provide the registry key path to the user. Changes to the registry should be made by the firm's IT professional.
  3. Browse to the location in Windows Explorer (press the Windows key + E to open Windows Explorer). If you cannot browse to the location, consult your firm's IT professional; the location may be unavailable because of network connectivity issues, the drive may need to be remapped, or your permissions to the location may need to be modified.
  4. If you can browse to the location in Windows Explorer, follow the instructions in CS Professional Suite: Cannot access network locations with UAC enabled, then try the installation again. 
  5. If you continue to receive the error after taking the above steps, consult your firm's IT professional to ensure the network drive is mapped for administrators. 

    You can walk a user through this process to verify whether the drive is mapped for admins: Internal: Understanding the UltraTax CS and Fixed Assets CS installation process

  6. Verify that the user's Windows permissions are configured according to Permissions guidelines for the CS Professional Suite.

Please refer to TFS 1310555 for more information about this error.

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.

  1. 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.
  2. If there is an error log file for the next phase, analyze that log, starting at the beginning of this article.
  3. 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.
  4. 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.

  1. Browse to X:\WinCSI\UT17, where X is the network location or drive where you are attempting to install UltraTax.
  2. Open the desktop_setup.exe folder. The folder will have numbers that correspond to the version (for example, desktop_setup.exe,17,1,0,#0000000000000).
  3. 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.
  4. Go back to the X:\WinCSI\UT17 folder. Inside UT17, 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.
  5. 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 and see The Windows Installer Service Could Not Be Accessed" error when you try to install a program in Windows 7 or Windows Vista External link . (What's this?)

This icon appears alongside links to resources that are not developed or maintained by Thomson Reuters. We provide access to these resources for your convenience, but we are not responsible for their accuracy. If you need additional assistance, please consult your qualified technician and/or the vendor who developed the resource.

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, and rename the UT17 folder. Then run the installation again.

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