Hangs at "Registering Fonts"

[xFX]

Hi, I have read some posts with this same problem and it looks like this should have been fixed for version 6.0.0.2

Unfortunately, I'm getting reports from several users where the setup hangs with a dialog or message saying "Registering Fonts".

So you know, none of my setups install any fonts and this is happening with two setups for two different programs.

Users have tried closing all programs, specially antivirus, and still the setup freezes at the same point.

Is there anything I could provide that would help you troubleshoot this issue?

[Mark]

Re: Hangs at "Registering Fonts"

Hi,

A logfile of an installation that "freezes" would be useful along with your SF6 project file. You can set your Installation to create a long file under: Design -> General Design -> Settings Tab.

Please send these to [email protected]

Do you have any screens on the After Installing Tabs? If you do not what happens if you add a Finished Installing Screen?

The Registering Fonts screen will always be displayed whether you are registering any Fonts or not. Basically at that point during the installation Setup Factory is going through and "checking" to see if it has to perform certain actions, so while it "checks" to see if there are any fonts to register it displays the "Registering Fonts" message.

mark.

[xFX]

Re: Hangs at "Registering Fonts"

Thank you very much for your prompt response.

I have contacted one of the customers having this problem.

As soon as he emails me the .log file I will send it to you along with the .sf6 project.

I have just one screen at the "After Installing" tab: its the Finished screen.

NOTE: Here's something weird about this problem.
One of the customers said that he can install one of the versions of our product but not the latest one.
Each setup (the one for the older version and the newer version) are just one month apart.
Their contents are exaclty the same: exact same files with the exact same contents, except for the main .exe file.

[Mark]

Re: Hangs at "Registering Fonts"

Hi,

I look forward to receiving the information from you.

Do you know which version you created your first installation with and which version you created the second installation with? Was it 6.0.0.1 and then 6.0.0.2?

If you have any customers that can recreate this error "every time" then I will try to work with you in figuring out what is causing this bug.

Do you know what Operating Systems appear to be having this problem?

mark.

[xFX]

Re: Hangs at "Registering Fonts"

Mark,

I'm still waiting for the customer's .log file.

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Both setups were created with 6.0.0.2

I'm not sure, but one of them is using NT4 and I think I remember getting several reports from others using Windows 98

[rknol]

Re: Hangs at "Registering Fonts"

Some of my customers in Spain experience this problem with NT4 and Win98/WinMe. In Holland, none of my customers experience it.

[rknol]

Re: Hangs at "Registering Fonts"

xFX,

Are you including files from Windwos XP in your setup? I'm suspecting some Windows XP dll's in combination with the Windows locale, because I'm getting complaints from Spanish customers (with Spanish windows version) in combination with Windows XP dll's. After I switched the dll's to some older version, there are no complaints. Only complaints from customers who have used the Windows XP installation. In this case irsetup.exe gives an exception error or something like that.

[Mark]

Re: Hangs at "Registering Fonts"

Hi xFX,

If both setups were created with 6.0.0.2 could you please send me both of the project files so that I can see what the differences between the two installations are.

mark.

[xFX]

Re: Hangs at "Registering Fonts"

Hello Mark,

One of the customers just emailed me as per my instructions he tried to re-install the program and guess what? This time it worked!

Anyway, he emailed the log file. So, I will email you the log file (which should contain all the installations he performed) along with the latest version of the .sf6 project.

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Regarding your question the project hasn't changed. When I create a new setup I just load the .sf6 project and hit the Build button because the project never changes, only the source files.

[Mark]

Re: Hangs at "Registering Fonts"

Hi,

Did the user make any changes to his system? Did they reboot in the interim? Perhaps the user turned his anti-virus software off.

Are other users still having this problem? It does seem very strange if the install freezes at one point "all the time" and then works a few days later. Perhaps something was configured strangely on their system?

I have looked at the log file / project file and I have not been able to see anything out of the ordinary.


mark.

[xFX]

Re: Hangs at "Registering Fonts"

Yes... he told me that when the setup worked he just had turned on his computer.

Everything was running: MacAfee Antivirus, Symantec's System Works, everything. The only differece was the machine being turned on at that moment.

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Today, at 5:33am, a user posted this message on our forums:

Aloha:
Have tried several times to install PUK and it hangs up on the "Registering Fonts" screen. I'm running Windows ME. I HAD Norton SystemWorks 2002 on my system and un-installed it, but it STILL hangs on that "Registering Fonts" screen. I have closed all applications running except Explorer and Systray -- what's the deal?

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This is a setup for another one of our applications.

I'm clueless!

[Mark]

Re: Hangs at "Registering Fonts"

Hi,

What happens if the user cleans out his systems temporary directory and then reboots?

mark.

[Mark]

Re: Hangs at "Registering Fonts"

Hi xFX and rknol,

I was wondering if both of the setups that were freezing on the "Installing Fonts" dialog were Setup Factory 5.0 projects that were converted to Setup Factory 6.0 using the built-in project converter?

mark.

[xFX]

Re: Hangs at "Registering Fonts"

Yes they are Mark.

All my projects were initially created with SF5.

[xFX]

Re: Hangs at "Registering Fonts"

rknol,

Excuse me for not answering your question.

No. My setups do not include any OS-specific DLL.