Installation Troubleshooting

Possible Cause

Suggested Solution

Services not installed.

If you uninstall and then reinstall without rebooting. when you next reboot, the services will not run, as they are not installed.

Always reboot after you have uninstalled PROIV.

Servers assigned new ports.

If you do an upgrade when the services are running, the upgrade selects new ports for the servers. It does this because it finds that the operating system has the ports in use.

Red node displayed on the Control Panel.

Node is either misconfigured in the Control Panel, or the service at the node is not running.

Correctly configure the node or start the service at the node.

Statistics are displayed slowly for a component.

The statistics heartbeat is set too high. The default is 5 minutes.

Reduce the statistics heartbeat level.

Incorrect kernel version number.

If you have a machine with an existing v6 environment installed, and you attempt to install v5.5, the v5.5 installer will locate the v6 kernel and overwrite it.

Note that the your "is" utilities - ischk, iscr, isin, iskeys, isout, ispack, issnap, and isview are  replaced if this occurs.

iscollect and isde are not replaced.

You can check the PROIV Virtual Machine version number by running this command:

cd <ProIV kernel directory>

./pro -v

PROIV V8.0 applications fail to start on Windows.

A message displays: "This application has failed to start because the application configuration is incorrect. Reinstalling the application may fix this problem"

The problem has been seen when running the client executable (proiv.exe) and proadmin.exe (PROIV Service Manager) on Windows XP 2002 Professional with SP1 and Windows 2003 Server with SP2.

The problem is usually caused by missing or incorrect dlls that are load dependencies for the application. For example, they must be loaded by the OS when the application starts.

The problem can be caused by missing or incorrect Windows WinSxS (Side by Side components). These components reside usually in C:\Windows\WinSxS .

It is possible that the vcredist_86 package is already installed but that the dlls have been deleted or the installation failed to complete.

It is possible that the problem can be addressed by upgrading the OS to the latest service pack for the platform

The problem can also be caused on some machines where installation is carried using an account (commonly local admin rights) with the administrator privilege, but where some restrictions on rights (for example, changing the registry) are in force. These machines may have a third-party management plugin such as Ultris installed.

The installation should be repeated after uninstallation by right-clicking the msi or exe install image and selecting run-as. Choose a user with admin privilege and ensure that any check boxes that impose restrictions on the rights of the user are unticked.

If the Microsoft Visual C++ 2005 Redistributable package is installed but the dlls are missing, remove the package using Control Panel Add/Remove programs, uninstall PROIV V8.0 and then reinstall PROIV V8.0. The package is also available standalone from the Microsoft website. It can be helpful to run the Dependency Walker tool which may show which required dlls are missing or failing to load. This can be found at http://www.dependencywalker.com.

Use the Control Panel > Add/Remove programs to check for installation of the vcredist_x86 package. The required dlls should normally be in the folder:

C:\WINDOWS\WinSxS\x86_Microsoft.VC80.CRT_1fc8b3b9a1e18e3b_8.0.50727.762_x-ww_6b128700

Check the registry for keys referencing the above folders as this can indicate that the package is regarded as installed.