1 2 Previous Next 67 Replies Latest reply: Jan 27, 2011 8:22 AM by perrin319 RSS

    RH9 Installation Fail on Win7, 64bit

    Flaven Community Member

      After five days of attempting to install Adobe RoboHelp 9, hopefully someone here can give me some esoteric clues as to what to do next.

       

      I purchased RH9 on Tuesday and the installation immediately failed, with the following errors/warnings (at the bottom of this comment). I hooked up with tech support, and the gal took over my computer for two hours, attempting all sorts of fixes and magic. Every single effort failed with the exact same errors/warnings. I lost the connection with her because a reboot took longer than the ten-minute time limit and never heard back from her. Despite an open case (#0181993020) and my updating it through the week, I have not heard back from tech support.

       

      Here is what I’ve tried:

      • Diagnostic boot (no non-critical services and start-up programs).
      • Safe boot.
      • Anti-virus on/off.
      • Firewall on/off.
      • UAC on/off.
      • Uninstall all “payload” apps (including AIR).
      • Manually install all “payload” apps (including AIR).
      • Where possible, manually unistalled/installed failed installation apps such as Microsoft_VC90_ATL_x86.
      • Uninstall RH8.
      • Reinstall RH8.
      • Manually edit Registry to remove all vestiges of RH8/RH9.
      • Incense and prayer.
      • New user profile (and re-trying everything I'd already tried).
      • Take ownership of entire system disk.
      • Extract install files to separate disk.
      • …a lot of other stuff I’ve forgotten while in the fugue…and, of course, rebooting the machine after everything and re-downloading the software...

       

      Here’s the kicker: no matter the environment or what I tried, the errors/warnings are exactly the same and there is no error event in the Event Viewer.

       

      I’m running Windows 7 Ultimate, 64-bit on an i7-965 system with 12GB of RAM and approximately 3TB free disk space and Nvidia GTX280 cards. All drivers are current. No other Adobe app has issues (Adobe Master Collection CS5 is installed, as is RH8 and Captivate 4). Everything is installed and run off this one machine.

       

      It is, of course, driving me nuts…<G>

       

      Any advice or off-the-wall suggestions would be most welcome, especially from any Windows 7 64bit users. Here are the errors/warnings:

       


      Exit Code: 7

      -------------------------------------- Summary --------------------------------------

      - 0 fatal error(s), 10 error(s), 12 warning(s)

      WARNING: PayloadPolicyNode.SetAction: IN payload {AC76D478-1031-0000-3478-000000000004} Adobe PDF Creation Add-On 9 is required by {F8994FC1-D72D-4DAD-8680-407D0438A539} Adobe RoboHelp 9 but isn't free.

      WARNING: Warning: {2F6B67F4-A2BB-45D7-A80C-25FF646CC1C5} Adobe Player for Embedding will not be repaired, due to updated patch of STI and one of the top level payload is being installed.

      WARNING: Warning: {E995AC53-954A-48D2-A861-613B8D42A9BE} Adobe ExtendScript Toolkit CS5 will not be repaired, due to updated patch of STI and one of the top level payload is being installed.

      WARNING: Warning: {2F6B67F4-A2BB-45D7-A80C-25FF646CC1C5} Adobe Player for Embedding will not be repaired, due to updated patch of STI and one of the top level payload is being installed.

      WARNING: Payload cannot be installed due to dependent operation failure

      WARNING: Payload cannot be installed due to dependent operation failure

      WARNING: Payload cannot be installed due to dependent operation failure

      WARNING: Payload cannot be installed due to dependent operation failure

      WARNING: Payload cannot be installed due to dependent operation failure

      WARNING: Warning: {E995AC53-954A-48D2-A861-613B8D42A9BE} Adobe ExtendScript Toolkit CS5 will not be repaired, due to updated patch of STI and one of the top level payload is being installed.

      WARNING: Payload cannot be installed due to dependent operation failure

      WARNING: Payload cannot be installed due to dependent operation failure

      ERROR: Payload {A7C805CA-634C-4ec8-A6D9-B42D1555B653} has an action "install" but no resultState

      ERROR: The following payload errors were found during install:

      ERROR:  - Microsoft_VC90_ATL_x86: Install failed

      ERROR:  - Adobe Linguistics 5.1: Install failed

      ERROR:  - Suite Shared Configuration CS5: Install failed

      ERROR:  - Adobe PDF Creation Add-On 9: Install failed

      ERROR:  - Adobe RoboHelp 9_AdobeRobohelp9en_US: Install failed

      ERROR:  - MSXML 4.0 SP2: Install failed

      ERROR:  - AdobeHelp: Install failed

      ERROR:  - Adobe RoboHelp 9: Failed due to Language Pack installation failure

        • 1. Re: RH9 Installation Fail on Win7, 64bit
          amitkapoor

          Hi,

           

          I am facing exactly the same errors and warnings on the Windows XP Pro 32-bit. Any help would be really appreciated. Thank you.

           

          -Amit

          • 2. Re: RH9 Installation Fail on Win7, 64bit
            Peter Grainge ACP/MVPs

            I have escalated this elsewhere within Adobe. Contact will be made with Flaven to resolve the matter and once that is done, the resolution will be made available.

             


            See www.grainge.org for RoboHelp and Authoring tips

             

            @petergrainge

            • 3. Re: RH9 Installation Fail on Win7, 64bit
              Flaven Community Member

              Thanks, Peter -- I've just been initially contacted by a Tier 2 support tech. I'll make sure to update this thread as this progresses.

              • 4. Re: RH9 Installation Fail on Win7, 64bit
                Flaven Community Member

                OK - fixed, but not really sure how. After several more frustrating hours of no change on my workstation (I was able to install on my 32bit Windows 7 laptop, without a hitch), the tech suggested I try downloading from http://www.adobe.com/cfusion/tdrc/index.cfm?loc=en_us&product=robohelp and try to install. Previous install downloads had been directly from My Account/Adobe Store.

                 

                I first installed as 'demo" software, without upgrade serial number, and it went through without a hitch. I then reinstalled with upgrade serial number and account information, and it installed without a hitch. I don't know if the sequence is important, but I'll let someone else figure that out...<G>

                 

                It appears that the Adobe Store upgrade software is either corrupt or maybe dies when attempting to valideate upgrade status on certain configurations. Specifically installing a demo version sidesteps that obligation for upgrade check and the install goes on merrily about its business. The tech is going to let Adobe know there may be an issue with the upgrade download version, so hopefully that issue will go away. In the meantime, if anyone is having install failures on RH9, give the link above a try and let us know if it works.

                 

                Thank you!

                • 5. Re: RH9 Installation Fail on Win7, 64bit
                  Peter Grainge ACP/MVPs

                  Amitkapoor

                   

                  Does this fix it for you?

                   


                  See www.grainge.org for RoboHelp and Authoring tips

                   

                  @petergrainge

                  • 6. Re: RH9 Installation Fail on Win7, 64bit
                    amitkapoor Community Member

                    Thnak you Peter. When I try the URL, I am taken to the Adobe Store and I must login before I can download anything. This is what I did earlier. So for me, this solution is not working.

                    • 7. Re: RH9 Installation Fail on Win7, 64bit
                      Peter Grainge ACP/MVPs

                      That link requires you to log in but it does not go the Adobe Store. This is what you should see.

                       

                      download.jpg

                       


                      Please confirm you are getting exactly the same error, not just an error.

                       


                      See www.grainge.org for RoboHelp and Authoring tips

                       

                      @petergrainge

                      • 8. Re: RH9 Installation Fail on Win7, 64bit
                        Marielos Velazquez Community Member

                        Peter,

                        I don’t speak English very well, but I am reading the problem which they are raising in this forum in relation to the installation of RoboHelp 9, I downloaded a test version and I have not been able to install it to review it and later to buy the license. I have one laptop with Windows 7 64 bits, I only have installed abobe reader 9.4.1. Spanish and adobe flash player 10 activex, the antivirus that I have installed is NOD 32.

                        The error that sends the installation to me is the following one, I hope you can help to me in like solving the problem:

                        Exit Code: 7


                        -------------------------------------- Summary --------------------------------------


                        - 0 fatal error(s), 11 error(s), 9 warning(s)


                        WARNING: PayloadPolicyNode.SetAction: IN payload {AC76D478-1031-0000-3478-000000000004} Adobe PDF Creation Add-On 9 is required by {F8994FC1-D72D-4DAD-8680-407D0438A539} Adobe RoboHelp 9 but isn't free.


                        WARNING: Payload cannot be installed due to dependent operation failure


                        WARNING: Payload cannot be installed due to dependent operation failure


                        WARNING: Payload cannot be installed due to dependent operation failure


                        WARNING: Payload cannot be installed due to dependent operation failure


                        WARNING: Payload cannot be installed due to dependent operation failure


                        WARNING: Payload cannot be installed due to dependent operation failure


                        WARNING: Payload cannot be installed due to dependent operation failure


                        WARNING: Payload cannot be installed due to dependent operation failure


                        ERROR: Payload {A7C805CA-634C-4ec8-A6D9-B42D1555B653} has an action "install" but no resultState


                        ERROR: The following payload errors were found during install:


                        ERROR:  - Microsoft_VC90_ATL_x86: Install failed

                         

                         

                        • 9. Re: RH9 Installation Fail on Win7, 64bit
                          Marielos Velazquez Community Member

                          Peter,

                           

                          I already downloaded de trial version like you indicated in post 7, anda doesn't work either. I'm sending you the error text again (complete),

                           

                          Exit Code: 7


                          -------------------------------------- Summary --------------------------------------


                          - 0 fatal error(s), 11 error(s), 9 warning(s)


                          WARNING: PayloadPolicyNode.SetAction: IN payload {AC76D478-1031-0000-3478-000000000004} Adobe PDF Creation Add-On 9 is required by {F8994FC1-D72D-4DAD-8680-407D0438A539} Adobe RoboHelp 9 but isn't free.


                          WARNING: Payload cannot be installed due to dependent operation failure


                          WARNING: Payload cannot be installed due to dependent operation failure


                          WARNING: Payload cannot be installed due to dependent operation failure


                          WARNING: Payload cannot be installed due to dependent operation failure


                          WARNING: Payload cannot be installed due to dependent operation failure


                          WARNING: Payload cannot be installed due to dependent operation failure


                          WARNING: Payload cannot be installed due to dependent operation failure


                          WARNING: Payload cannot be installed due to dependent operation failure


                          ERROR: Payload {A7C805CA-634C-4ec8-A6D9-B42D1555B653} has an action "install" but no resultState


                          ERROR: The following payload errors were found during install:


                          ERROR:  - Microsoft_VC90_ATL_x86: Install failed


                          ERROR:  - Adobe Linguistics 5.1: Install failed


                          ERROR:  - Suite Shared Configuration CS5: Install failed


                          ERROR:  - Adobe PDF Creation Add-On 9: Install failed


                          ERROR:  - Adobe RoboHelp 9_AdobeRobohelp9en_US: Install failed


                          ERROR:  - MSXML 4.0 SP2: Install failed


                          ERROR:  - AdobeHelp: Install failed


                          ERROR:  - Adobe ExtendScript Toolkit CS5: Install failed


                          ERROR:  - Adobe RoboHelp 9: Failed due to Language Pack installation failure


                          -------------------------------------------------------------------------------------

                          • 10. Re: RH9 Installation Fail on Win7, 64bit
                            Peter Grainge ACP/MVPs

                            I have advised Adobe that the problem continues for you.

                             


                            See www.grainge.org for RoboHelp and Authoring tips

                             

                            @petergrainge

                            • 11. Re: RH9 Installation Fail on Win7, 64bit
                              AnujMittal Community Member

                              Can you please share installation logs generated at [CommanFileFolder]\Adobe\Installer folder with the name Adobe RoboHelp 9(time stamp).gz, then only we will be able to nail down the issue.

                              • 12. Re: RH9 Installation Fail on Win7, 64bit
                                amitkapoor Community Member

                                Hi  Petere,

                                 

                                That is right. I am getting the same error and yes, I don't get anything unless I login.I wish I could try the new release.

                                 

                                -Amit

                                • 13. Re: RH9 Installation Fail on Win7, 64bit
                                  Flaven Community Member

                                  Amit -- go to the link I provided above, login, and download the software and attempt to install. That is not the Adobe Store version. Let us know how it works out.

                                  • 14. Re: RH9 Installation Fail on Win7, 64bit
                                    Peter Grainge ACP/MVPs

                                    FLAVEN

                                     

                                    According to Amit's response, it is not the store he has gone to. You have to log in for the trial wherever you get it.

                                     

                                    AMIT

                                     

                                    You don't seem to have picked up on the request for your log file. Anuj works for Adobe and will be able to look into the problem. You can zip the file and send it via me.

                                     

                                    See my site for contact details.

                                     


                                    See www.grainge.org for RoboHelp and Authoring tips

                                     

                                    @petergrainge

                                    • 15. Re: RH9 Installation Fail on Win7, 64bit
                                      Flaven Community Member

                                      Peter, thanks--I understand that. It is not clear from Amit's two responses, however, that he actually downloaded the demo version. I was hoping to have him address that specifically, but it's probably best at this point to let Anuj handle it.

                                      • 16. Re: RH9 Installation Fail on Win7, 64bit
                                        Peter Grainge ACP/MVPs

                                        Flaven - I see that now, it was someone else who confirmed getting the trial version. If either of them send me their logs, I'll send them on.

                                         


                                        See www.grainge.org for RoboHelp and Authoring tips

                                         

                                        @petergrainge

                                        • 17. Re: RH9 Installation Fail on Win7, 64bit
                                          AlbusTeck Adobe Employee

                                          Hello Folks

                                           

                                          Please ensure that while using Upgrade of RH 9, the machine should have the compatible previous version of the same product. If you are installing Upgarde version of any product, it will ask for the earlier version at the time of installing first time .

                                           

                                          If you get the error and you uninstall the upgrade then second time it may not look for the preivous version, eventually it will not prompt for the previous version product. However you may still face the same error message.

                                           

                                          But this will not be the case if you are using Trial version with the Upgarde License no. Best possible option could be testing the same product on some other machine to verify the product rather then trying on the same. Ensure that the size of the product you download on your local machine should be same as in the ESD.

                                           

                                          Please do not perform any advance steps at your own. You can logg a ticket with adobe and attach installation logs there for further assistance.

                                           

                                          Regards

                                          • 18. Re: RH9 Installation Fail on Win7, 64bit
                                            Flaven Community Member

                                            I'm not sure at all what you're saying, but do take issue with your "do not perform advanced steps at your own" -- that's pretty much what the forums are about. Not to overlook the fact that many current RH users (me included) are old hands from BlueSky days and advanced steps are, consequently, child's play...<G>

                                            • 19. Re: RH9 Installation Fail on Win7, 64bit
                                              AlbusTeck Adobe Employee

                                              Hi Flaven

                                               

                                              I would like to inform you that I have been able to download and install the same software from your ESD account. There is no issue with the ESD provided to you as I used the same environment.

                                               

                                              There could be following reason:

                                               

                                              1. Something went wrong while installing the upgrade first time. It could be possible that some files got corrupted.

                                               

                                              2. So when we were trying second time the upgrade version was not able to work with the existing version to upgrade it successfully.

                                               

                                              So keep that ESD for future use.

                                               

                                               

                                              Regards

                                              • 20. Re: RH9 Installation Fail on Win7, 64bit
                                                Flaven Community Member

                                                Thanks for the feedback, Robo_Cap -- I also got the same from the tier 2 support tech. Here's another possibility: I had downloaded the ESD multiple times and attempted the install multiple times times multiple ESD downloads (probably well over 20), with no change at all in exit code, errors, or warnings.

                                                 

                                                The first time I downloaded the demo version, it installed without a hiccup.

                                                 

                                                Seems there might be an upgrade validation error check issue going on...

                                                • 21. Re: RH9 Installation Fail on Win7, 64bit
                                                  Marielos Velazquez Community Member

                                                  Peter,

                                                   

                                                  I'm trying to install the trial version, I´m sending you the text from the log that you asked for, but it's to long.... if you want please send me an email account and I send you the text file...... and please, if you have a post for me include my name, because I don't know if the messeges are for me or anyone else.... tks so much....

                                                   

                                                  Message was edited by: Peter Grainge Log file content removed. Sent to Adobe for analysis.

                                                  • 22. Re: RH9 Installation Fail on Win7, 64bit
                                                    Peter Grainge ACP/MVPs

                                                    I believe the point that Robo Cap is making is that when you install using an upgrade licence, the version you are upgrading from must be installed on the PC at that time. That has not been my experience in the past. What has happened is that during the install on a clean machine, if you enter an upgrade version serial number, you will simply be asked for the earlier version serial number.

                                                     

                                                    I will get that clarified as the activation process has changed and it is possible this routine has changed.

                                                     

                                                    At the same time I will submit Marielos Velazquez' log file.

                                                     


                                                    See www.grainge.org for RoboHelp and Authoring tips

                                                     

                                                    @petergrainge

                                                    • 23. Re: RH9 Installation Fail on Win7, 64bit
                                                      Marielos Velazquez Community Member

                                                      Peter,

                                                       

                                                      I did another intempts to install the trial version, in my lap, you name it and I did it, and it doesn't work... I got the same error again and again....

                                                       

                                                      I borrow a clean lap with windows 7 32 bits, and I installed de same version of the trial version that I downloaded for my laptop, and it works....

                                                       

                                                      It means something???

                                                       

                                                      Tomorrow, a friend will tray to install the same versión in a pc with windows 7 64 bits.... I'll keep you informed....

                                                       

                                                      TKS for your help...

                                                      • 24. Re: RH9 Installation Fail on Win7, 64bit
                                                        Peter Grainge ACP/MVPs

                                                        To put the matter beyond doubt, please post the link from where you downloaded.

                                                         


                                                        See www.grainge.org for RoboHelp and Authoring tips

                                                         

                                                        @petergrainge

                                                        • 26. Re: RH9 Installation Fail on Win7, 64bit
                                                          AlbusTeck Adobe Employee

                                                          You can continue installing the upgrade with valide license key of the earlier verison without installing the earlier version completely.

                                                          • 27. Re: RH9 Installation Fail on Win7, 64bit
                                                            Peter Grainge ACP/MVPs

                                                            Marielos

                                                             

                                                            I have received a request for information from Adobe and some installation procedures. However, there were some points that I felt needed clarification so I have gone back to them. Because of time zones, I don't expect a reply today.

                                                             


                                                            See www.grainge.org for RoboHelp and Authoring tips

                                                             

                                                            @petergrainge

                                                            • 28. Re: RH9 Installation Fail on Win7, 64bit
                                                              perrin319 Community Member

                                                              Can I get help too? I am getting the same install errors as the first post.

                                                               

                                                              I installed a new RH8 just fine a few weeks ago, and then RH9 came out so I downloaded the RH9 trial, and went to install with our new RH9 serial and get those same errors as above.

                                                               

                                                              I've tried some troubleshooting from the Adobe help pages but still no luck....

                                                              • 29. Re: RH9 Installation Fail on Win7, 64bit
                                                                Peter Grainge ACP/MVPs

                                                                Perrin319

                                                                 

                                                                As soon as the problem has been resolved, the necessary information will be posted here.

                                                                 

                                                                When I post the reply I get from Adobe, you are welcome to respond as well.

                                                                 


                                                                See www.grainge.org for RoboHelp and Authoring tips

                                                                 

                                                                @petergrainge

                                                                • 30. Re: RH9 Installation Fail on Win7, 64bit
                                                                  Peter Grainge ACP/MVPs

                                                                  Just to update the thread, the further instructions will not be available until Monday.

                                                                   

                                                                  Meantime I would ask those with the problem to post the location to which the download was unzipped. When you run the download, you get a dialog similar to this except it will read RoboHelp 9.

                                                                  install_location.jpg

                                                                   

                                                                  What path was entered there? (The folder will contain setup.exe).

                                                                   


                                                                  See www.grainge.org for RoboHelp and Authoring tips

                                                                   

                                                                  @petergrainge

                                                                  • 31. Re: RH9 Installation Fail on Win7, 64bit
                                                                    mdsameer87 Adobe Employee

                                                                    Hi All,

                                                                     

                                                                    I work for Adobe.Here is few information and probable solution regarding the problem :-

                                                                     

                                                                    1) Adobe PDF add on failed to install:- It is  because this add on is already installed on the machine through some other Adobe product. Failing of PDF add on(if already installed) is not an issue.

                                                                    2) Language pack installation failure:- This one is really important. Language pack installation is getting confronted and its STI is failing. This is a machine specific issue . A software installed on the machine is confronting with the STIs of Robohelp 9.

                                                                    Recommendation:-

                                                                    1) Look into Control panel and search for Robohelp 9.

                                                                    2)Uninstall Robohelp 9. It must be there as Robohelp makes entry as soon installation starts.After uninstallation make sure to clean your old Robohelp 9 registry.

                                                                    3)Restart your machine.

                                                                    4)Goto C:\Program Files\Common Files\Adobe\Installers. And delete all content present at this location 

                                                                    5) Make sure no other Adobe product is running

                                                                    6) Re-install Robohelp.

                                                                     

                                                                    Note:-

                                                                    1) If problem persists after performing the above steps , goto the location mentioned in point 4 of Recommendation section. A log file with name Robohelp must have been created. Please share this file.

                                                                    2) Moreover, can you look what other Adobe poducts are installed on your machine. Please share the list of those products as well.

                                                                     

                                                                    Message was edited by: Peter Grainge Format corrected and steps renumbered, there were two steps 4

                                                                    • 32. Re: RH9 Installation Fail on Win7, 64bit
                                                                      Peter Grainge ACP/MVPs

                                                                      If you need to send a file to Adobe, you can send it via my site. Please ensure the file is zipped and the zip file has your name for identification.

                                                                       


                                                                      See www.grainge.org for RoboHelp and Authoring tips

                                                                       

                                                                      @petergrainge

                                                                      • 33. Re: RH9 Installation Fail on Win7, 64bit
                                                                        Peter Grainge ACP/MVPs

                                                                        Marielos

                                                                         

                                                                        The last few posts ask for specific information, such as where setup.exe resides (and there is an important reason for asking that) and it also asks for specific files to be submitted if the fix doesn't work.

                                                                         


                                                                        See www.grainge.org for RoboHelp and Authoring tips

                                                                         

                                                                        @petergrainge

                                                                        • 34. Re: RH9 Installation Fail on Win7, 64bit
                                                                          Marielos Velazquez Community Member

                                                                          Peter,

                                                                           

                                                                          I followed the recomendations that user mdsameer87 suggested in post 32, but I got the same error again...

                                                                           

                                                                          mdsameer87 told that if the problem persists, he asked us for some files:

                                                                          1. the robohelp installation log file,

                                                                          2. the list of adobe products installed in my machine, but as I don't have other adobe product installed, i'm going to send you de list of the files existing in my computer with the name adobe, robohelp and add on

                                                                           

                                                                          this files I'll tray to send you via your site....

                                                                           

                                                                          TKS...

                                                                          • 35. Re: RH9 Installation Fail on Win7, 64bit
                                                                            Marielos Velazquez Community Member

                                                                            Peter,

                                                                            I found 2 notes:


                                                                            first,

                                                                            in post 32, in the recomendations number 4, mdsameer87 make reference to a location of the directory "installers", located on C:\Program Files\Common Files\Adobe\Installers

                                                                            in my lap, it doesn't exist in that location, is located on C:\Program Files (x86)\Common Files\Adobe\Installers

                                                                             

                                                                            second,

                                                                            when I downloaded de trial version, te download manager located the software in the URL direction http://trials.adobe.com/AdobeProducts/RBHP/9/win32/RoboHelp_9_WWEFDJ.7z

                                                                            as you can see, thar direction made reference a directory "win32", mi lap has windows 7 Home Premium 64 bits spanish

                                                                            in thes case, the download manager didn't ask about de OS

                                                                             

                                                                            I don't know if this issues can help....

                                                                            • 36. Re: RH9 Installation Fail on Win7, 64bit
                                                                              Peter Grainge ACP/MVPs

                                                                              Marielos

                                                                               

                                                                              I have edited this thread and removed some posts that are now irrelevant.

                                                                               

                                                                              However, I need more information from you.

                                                                               

                                                                              FOLDER LOCATIONS

                                                                               

                                                                              When you downloaded the trial version, you will have been prompted to save the downloaded files somewhere. Where did you save those files? Typically the files will be like the ones shown below but with the name RoboHelp instead of TechCommunicationSuite.

                                                                              download1.jpg

                                                                              When you double clicked the exe file without Akamai to unzip those files, you will have been prompted to save those files somewhere. There is a screenshot of the prompt a few posts back.

                                                                               

                                                                              I need to know where you saved those files.

                                                                               

                                                                              One of the files will be setup.exe and your next step will have been to double click setup.exe to install RoboHelp. It is that file you are running each time you try to install so you must know where it is.

                                                                               

                                                                              I understand this could be the reason for the failure so the answer to this question is important.

                                                                               

                                                                              YOUR LOG FILES

                                                                               

                                                                              Second, you posted a linked to cutesendit but that will expire before Adobe can download it. I have that file and will send it to them.What I wanted to know in the offline email was if when you click Reply to a post here, do you see Attach Files below the screen where you enter your reply? If you do, please upload the zip file there.

                                                                               

                                                                              copy.jpg

                                                                               

                                                                              Perrin319

                                                                               

                                                                              If you want to try the steps set out by mdsameer87, please do.

                                                                               

                                                                               

                                                                               


                                                                              See www.grainge.org for RoboHelp and Authoring tips

                                                                               

                                                                              @petergrainge

                                                                              • 37. Re: RH9 Installation Fail on Win7, 64bit
                                                                                Marielos Velazquez Community Member

                                                                                Peter,

                                                                                I hope this information is as explicit as you need, maybe the post is a little long, if you need anything else please let me know...

                                                                                 

                                                                                FOLDER LOCATIONS

                                                                                Once the Akamai software begin the RH9 download, it appear the window below, the default directory is “Mis Documentos”, but I define other directory myself and redirect the download.

                                                                                imagen 1.jpg

                                                                                And the download manager just dowloaded 2 files:

                                                                                imagen 2.jpg

                                                                                When I double clicked the exe file without Akamai to unzip those files, I sabe the files on the default directory “desktop” (screen below), once the download finish, I have a directory named “Adobe RoboHelp 9” on the desktop.

                                                                                imagen 3.jpg

                                                                                The files located on that directory are

                                                                                imagen 4.jpg

                                                                                The setup.exe file I had been doble clicket to install RoboHelp it is located on directory with the same name

                                                                                imagen 5.jpg

                                                                                LOG FILES

                                                                                I can’t see the Attach Files section when click reply a post on the forum

                                                                                 

                                                                                 

                                                                                 

                                                                                 

                                                                                 

                                                                                 

                                                                                 

                                                                                 

                                                                                 

                                                                                 

                                                                                 

                                                                                 

                                                                                • 38. Re: RH9 Installation Fail on Win7, 64bit
                                                                                  Marielos Velazquez Community Member

                                                                                  Peter,

                                                                                   

                                                                                  I'm sending you the images again, in the sequence of the text.....

                                                                                   

                                                                                  imagen 1.jpg

                                                                                   

                                                                                   

                                                                                  imagen 2.jpg

                                                                                   

                                                                                   

                                                                                   

                                                                                  imagen 3.jpg

                                                                                   

                                                                                   

                                                                                  imagen 4.jpg

                                                                                   

                                                                                   

                                                                                  imagen 5.jpg

                                                                                  • 39. Re: RH9 Installation Fail on Win7, 64bit
                                                                                    Marielos Velazquez Community Member

                                                                                    Peter,

                                                                                     

                                                                                    I'm sending you the sequence of the windows during the installation, for your information.....

                                                                                     

                                                                                     

                                                                                     

                                                                                    imagen de instalacion1.jpg

                                                                                     

                                                                                     

                                                                                    imagen de instalacion2.jpg

                                                                                     

                                                                                     

                                                                                     

                                                                                    imagen de instalacion3.jpg

                                                                                     

                                                                                     

                                                                                    imagen de instalacion4.jpg

                                                                                     

                                                                                     

                                                                                     

                                                                                     

                                                                                     

                                                                                    imagen de instalacion5.jpg

                                                                                     

                                                                                     

                                                                                     

                                                                                     

                                                                                    imagen de instalacion6.jpg

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