How do I get CR-XI R2 to install?

Question

What a nightmare!  I was advised to update my CR-IX R1 (in the hopes that this would help with a failed Active-X call).  I eventually determined that I could go from R1 to R2 by downloading a file 14-00806-085.zip, and running this.  I removed R1 (using the Windows Remove program), then  unzipped the file, (which gave me two files, 14-00806-085.part1.exe, and 14-00806-085.part2.rar.  I ran the .exe file, and it seemed to go fine, finally giving me a message that the install had completed successfully.  Prior to this message, Windows (?) had gone off and configured the program.  Now, I attempted to open CR-XI, which went as far as the opening screen before this same window popped up, saying "Please wait while Windows configures Crystal Reports XI Release 2".  It got as far as "Gathering required information", then hung indefinitely.  Clicking on the "cancel" button "undid" what it had done to that point, upon which it started all over again to run through this "configuration" process.  It proved impossible to get out of this whole sequence in any way sort of physically shutting down the machine.
OK, so now I went back to the Forums to seek advice.  What I found was that I should have shut down my virus checker before doing the install.  Fine, I go back and shut down the virus checker, remove the the CR-XI R2 install, and try reinstalling it.  Now it won't install at all.  Back to the Forum.  I need to remove the install manually, instructions for which are in a KB article with a link on the Forum.  Link doesn't work.  No KB article.  Well, if you "edit your registry and add the following entries manually into the registry, this fixed it for me"...  Come on!  One shouldn't have to get involved in manual registry entries to install a program!  Aha! you can't have any prior versions of Crystal on the machine.  I have CR-10 installed.  (Why didn't you tell me in advance?)  OK, remove CR-10, and the current attempted install of CR-XI.  Virus checker off...check!  lets try one more time.  (By now we have wasted 5 hours on this nonsense).  Now the install gets as far as an effusive thanking me for choosing Crystal Reports  (you sucker!) and runs up to the point of "Copying new files.  File: BusinessObjects.Enterprise.Desktop.Overload.dll, Directory: Size:40960."  And here it hangs.  (It says it has 402 minutes left to go).
I checked on the Forums again, and noted that one fellow was finally reduced to wiping his drive completely and reinstalling Windows and all the programs in order to get out of  these endless loops.
I am just a simple innocent amateur.  I don't have a degree in CS, and frankly I don't think I should need one in order to update my software.  I am reluctant to get into editing my registry directly, as I am aware of all the dire warnings about how one can immobilize one's computer entirely doing this.  (I no longer have Crystal; I don't want to lose the whole damn computer).  And I am even less enthusiastic about the prospect of reformatting my hard drive just to get out of a screwed-up installation process.  I obviously got myself into this situation by virtue of lack of guidance (eg. not knowing that I had to uninstall CR-10 also).  Could somebody now please provide me with guidance in how to get out of it gracefully?

Answer 1

Hi Guys,
This is quite the story.... The problem is we rely on msiexec.exe to install our product and generate all the registry keys, register our dll's and copy everything it needs into the correct locations and find all of the dependencies we need to run. We also assume that the system is up to date and no issues have crept into the system from other third party software installs.
I too have seen this within our support group on a Senior engineers PC here and I believe what he did to resolve the problem was to do a repair install of his Microsoft Office 2003 or 2007. I don't remember which one it was now. In his case it was the Office installer that would start up each time he tried to run Crystal.
The main issue is we can't reproduce the problem, if we can't reproduce the issue we can't debug it.
If anyone else reads this posting when or if the installer prompts you to enable install logging, CR 2008 does this now with a check box but for CR XI R2 it may not be an option. You can enable logging by starting the installer from the command line and using the MSIEXEC logging switch. I don't recall what it is not but is available on MS web site. Do this on both a working a none working PC and then update this post and I'll get an e-mail notification and I'll contact you for the logs.
These issues are rare but they do happen and so far no one has been able to find a consistant cause or solution. They all make sense after the fact when then have been fixed but no common cause.
So far its been caused by:
Anti-vurus software
Firewall software
Windows Office
OEM versions of Windows operating systems ( Dell and Compac that I've dealt with )
And other various third party software
Also the order of third party installs have been found to be the cause also
Things to try next time:
Repair install all software that is currently installed before installing again.
A MUST is to stop all programs and anti-virus and firewalls.
Copy the install locally, do not run from a network share or DVD/CD drive.
MUST be a local PC administrator.
Install .NET 1.1, 2.0 framework and possibly 3.0. and 3.5. 1.1 is a must.
Check with your local IT guys to make sure they have not modified your Administrators Profile and put some restictions on it.
Thank you
Don
Senior Technical Assurance Engineer
Developer Support Team
Business Objects, an SAP Company