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Pilgrim

Does anyone know how to get a response from Support?

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6 Replies
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Flexera
Flexera

Re: Does anyone know how to get a response from Support?

Hello Michael,

The fastest way to contact our Technical Support team is to open a support incident via our web portal:

http://support.flexerasoftware.com/main/Login.aspx

You'll need to purchase a support plan (Gold/Silver/Bronze) to gain access to this web portal. If you've purchased one of these support plans, you will have received a welcome kit that includes all the necessary details. If you own a Silver or Gold plan, the welcome kit also contains the direct phone numbers you can dial to receive phone assistance and our hours of operation.

If you have trouble reaching support and own a valid plan, please private message me with your details and I can look into this further for you to ensure you get the help you need as soon as possible.

Kind Regards,
Josh
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Pilgrim

Re: Does anyone know how to get a response from Support?

. . . but please note, that they always tell you how to do what you need with IS Professional/Premier... I have IS Express maintenance, but it is really hard to get the information i need...
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Flexera
Flexera

Re: Does anyone know how to get a response from Support?

Thanks for your feedback, Wollka. I'm not sure if Michael is using our Express version, but we do have full documentation for our Express product on our website at the link below:

http://helpnet.flexerasoftware.com/Robo/BIN/Robo.dll?tpc=/robo/projects/isxhelp16/IHelpContents.htm

You can also find it directly by navigating to http://helpnet.flexerasoftware.com and selecting the appropriate product.

I'm not familiar with the details of your previous conversations with our Support team, our Professional and Premier products contain far more functionality and flexibility than our Express product - so it is recommended when the customer needs more functionality than our Express product offers.

The Express product is intended for simple straightforward installations that require no customization on 32-bit machines. If you need anything more, our Professional and/or Premier product would be a better fit.

Kind Regards,
Josh
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Pilgrim

Re: Does anyone know how to get a response from Support?

ISE 2010 does not work reliably on Windows 7x64. Building a SingleImage gives an assortment of build errors like "Internal Build Error" and "Cannot load Code Page 1033". This behavior also occurs with new, clean installation setups. About once in every 50 runs, SingleImage uncompressed will successfully build an installation. SingleImage Compressed never works. CDROM build works most if the time. The error messages vary. but usually involve not beang able to read or create a TMP folder in AppData/Local/Temp.

This is YOUR bug. You need to fix it.

Here are the last few lines of a few of the hundreds of error logs. All of these are repeat runs on the identical project:


Resolving strings...
Language English (United States) built
Building CAB files...
ISEXP : fatal error -5047: Cannot create directory C:\Users\Michael\AppData\Local\Temp\DIR3CA7.tmp
Express\SingleImage - 1 error(s), 0 warning(s)
================= Logging stopped at 12/8/2009 12:55:59 PM ==================
Log file has been created:


Resolving strings...
Language English (United States) built
Building CAB files...
ISEXP : error -5044: Cannot delete directory C:\Users\Michael\AppData\Local\Temp\DIRB552.tmp
ISEXP : error -5044: Cannot delete directory C:\Users\Michael\AppData\Local\Temp\DIRB572.tmp
ISEXP : fatal error -5047: Cannot create directory C:\Users\Michael\AppData\Local\Temp\DIRB79B.tmp
Express\SingleImage - 4 error(s), 0 warning(s)
================= Logging stopped at 12/8/2009 02:27:59 PM ==================
Log file has been created:


InstallExecuteSequence table successfully built
InstallUISequence table successfully built
ISEXP : fatal error -5047: Cannot create directory C:\Users\Michael\AppData\Local\Temp\DIRA6B0.tmp
Express\SingleImage - 1 error(s), 0 warning(s)
================= Logging stopped at 12/8/2009 01:32:12 PM ==================
Log file has been created:


InstallExecuteSequence table successfully built
InstallUISequence table successfully built
ISEXP : fatal error -5019: Internal build error
Express\SingleImage - 1 error(s), 0 warning(s)
================= Logging stopped at 12/8/2009 01:32:07 PM ==================
Log file has been created:


Validating Custom Action sequencing
Embedding manifest SetupExe.Invoker.manifest into setup.exe
ISEXP : error -6012: Failed to set code page for language 1033
Files built
Media table successfully built
Setup.exe created
Automatic update notification disabled
Express\SingleImage - 2 error(s), 0 warning(s)
================= Logging stopped at 12/8/2009 01:29:00 PM ==================
Log file has been created:


Resolving strings...
Language English (United States) built
Building CAB files...
ISEXP : fatal error -5047: Cannot create directory C:\Users\Michael\AppData\Local\Temp\DIRDF40.tmp
Express\SingleImage - 1 error(s), 0 warning(s)
================= Logging stopped at 12/8/2009 01:22:38 PM ==================
Log file has been created:
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Flexera
Flexera

Re: Does anyone know how to get a response from Support?

Hi,

Can you generate a verbose build log for the build process? Please refer to the KB article -> http://kb.flexerasoftware.com/selfservice/viewContent.do?externalID=Q112546 on what command you need to run? Attach the entire log file here and it may give us some extra information on why the error shows up.

Thanks,
Alpesh
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Pilgrim

Verbose logs are attached

I ran the verbose builds repeatedly this morning. Here are some examples.

Michael
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