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Master Installer Error During OSS Upgrade Process

This article applies to the following products:

Messageware AttachView 2019, 2016, 2013
Messageware NavGuard 2019, 2016, 2013
Messageware TimeGuard 2019, 2016, 2013
Messageware PlusPack 2016, 2013

 

SYMPTOM

When performing an upgrade of a program from the Messageware OWA Server Suite family using the MasterInstaller.exe, an unexpected error may occur during the uninstall and/or install phase that can leave the software in an unsuitable state.

 

 

SOLUTION

There are two solutions available:

 

1.  A server reboot can release a hung process and may place the server in a clean state where the Master Installer may continue with the installation task

 

2.  A manual removal of the software will need to be performed.  The software dependencies and registry entries will need to be removed/renamed on the affected Exchange server. This will allow the Master Installer program to re-install the affected software.

The Messageware AttachView will be covered throughout but this solution can be applied to any of the other Messageware OWA Server Suite software.

Note: Upon completing the software installation, the World Wide Web Publishing Service restart is required.

 

 

Component Services

This section applies to Messageware AttachView’s COM+ conversion engines.

 

  • Launch Component Services
  • Navigate Computers \ My Computer \ COM+ Applications
  • Right-click on each of the AttachView conversion engines and select Delete

 

Messageware Folder Location

Move the appropriate Messageware folder of the application to a temp location

 

  • \Program Files\Messageware\AttachView

 

Registry Editor

The following Registry keys will be renamed or deleted as indicated.

 

  • Computer\HKEY_LOCAL_MACHINE\Software\Classes\Installer\Products
    • Search for Messageware AttachView and rename/append the installation package key with _OLD for later retrieval if needed. 

Note: The installation package key may differ between installations.

Navigate to:

  • Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Messageware
    • Delete the key AttachViewCAS

 

  • Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Messageware\Components
    • Delete the key AttachView

 

Run MasterInstaller.exe

Verify there are no open applications that can potentially impede with the installation process such as Windows Event Viewer or Component Services.

 

  • Run the MasterInstall.exe with an elevated Administrator account
    • The program should perform an installation of AttachView without interruptions
  • Once this installation has been completed, close the Master Installer.

 

Note: The World Wide Web Publishing Service must be restarted to load the Messageware software and its dependencies to memory.