Ticket ID: 21817 Creation Date: 7/15/2015 1:00 PM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: - Language: English
Views: 25175 Last Modification Date: 8/12/2015 3:09 PM Platform:
Level: Closed

Support Request: Trial Installation

Description

Hi, I would like to trial your software for a large scale Kiosk deployment that I am currently managing.

The install hangs on 39 secs remaining & doesn't complete correctly. I have tried this multiple times using the latest version and previous version and same outcome.

there is an urgency to trial this software as the project has very aggressive timelines and would appreciate some assistance with regards to this?

Thanks in advance
Lloyd Williams

Answer: (5)
Re: Trial Installation 7/15/2015 2:05 PM
Hello,

please provide information about the operating system you try to install it on.

How long exactly did you wait for the installation to complete? It is not uncommon that the progress indicator of an installer is not completely exact and may even stay at a progress position for a few minutes.

Some general notes, please make sure that no antivirus or other security application might interfere with the installation process.

Also make sure that if your computer is part of a domain, that there are no domain policies that might prevent the installation from completing, for example by default SiteKiosk tries to installs a local Windows user account and applies specific rights and policy restrictions to it.
If such restrictions apply you may start the installation with the parameter Sitekiosk.exe /S /V"/qn INSTALLSYSTEMSECURITYUSER=\"\"", this does not install the local user, see here: http://www.provisio.com/de-DE/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=476.

You may also try a logged installation: Sitekiosk.exe /V"/l*v C:\log.txt", but as long as the installation does not quit with an actual error, it is unlikely that something is in the log files. You can then send the log to support-europe[at]provisio.com, referring to this post.
Re: Trial Installation 7/15/2015 2:20 PM
Hi,

Windows edition: Windows 7 - service pack 1
Processor: Intel (R) Core(TM) i5-4310U CPU @ 2.00GHz 2.59GHz
Installed memory: 4.00 GB (3.42 GB usable)
System type: 32-bit Operating sytem

I had left the installer for roughly 45 mins while it was sat on 39 secs or so remaining

Antivirus is not preventing the installation same with the domain policys

I can see the local account is created as part of the installation (I have to remove this every time before attempting again)

Have you not come across this before? its not a good start to the trial!
Re: Trial Installation 7/15/2015 2:31 PM
No, we have not run into this before. There are no known issues with the installation process of SiteKiosk, otherwise we would have taken care of that, especially on a
common operating system like Windows 7.

Just to make sure, no offense to your computer skills, but because we had such a case in the past, make sure that there are no modal dialogs open, e.g. behind the main installation screen, that just require user interaction.

I wait for your installation log, to check if there are any hints in it, though it is highly unusual, that the installer does not quit at all by itself.
Re: Trial Installation 7/15/2015 2:38 PM
Thanks for your quick reply.

having an open window in the background is a common mistake, so no offence taken (I am an IT professional)

I have just run the installer again and for the last 10 mins its sat on 26 secs remaining

The strange thing is that I can access the application every time it has hung, as the application has been placed into my programs & I can navigate without any issues.

however once I re-boot, the installed app disappears from my start menu and is no longer present in my programmes!
Re: Trial Installation 7/15/2015 2:52 PM
Hello,

the disappearing of the installed files can be due to MSInstaller/Installshield doing a cleanup/rollback after the installation has been aborted and the computer restarted. There are some automated processes implemented in those installer programs that our installation uses.

When the local SiteKiosk user is created during the installation a popup appears, that shows the progress of applying additional rights and policy restrictions, do you see the popup and does it disappear after a short time? This would be actually one of the last steps that are applied during the installation. After that only about 4 other things happen, that include stopping and starting one of the services created during the installation.

Is there anything in the Windows event logs that coincides with the installation halting?

Please try the installation with the option to create a log and after you cancelled the installation when it hangs again send the log to support-europe[at]provisio.com.
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