Latest version not working..

joshuah · **Latest version not working.. -** 02-04-2008, 03:58 AM

Dear All,

I am having trouble after updating to the latest STABLE version of liveresponse, the issue is that the installation will not complete it hangs on

Execute: msiexec /i "C:\Program Files\Kayako\LiveResponse\vcredist.msi" /qn

, so i tried a couple of versions before (all stable) and i keep on getting issues when using a proxy, any idea what the problem is? It is an authentication issue to the proxy server? The authentication method is correct as I tested it with my browser

joshuah · 02-04-2008, 04:04 AM

Client PC is XP Pro

**Jamie Edwards** · 02-04-2008, 09:22 AM

Hi Joshuah,

How long does it hang for? Sometimes (for reasons unknown) this package can take 2 - 3 minutes to complete installation. I would advise you let it run, until it clearly isn't going to budge along.

joshuah · 02-04-2008, 10:35 PM

Thanks for the response, ok it has been installed successfully.. only problem is still the issue with the proxy... any idea how to resolve that issue? It doesn't seem to pickup authentication using the basic method?

joshuah · 04-04-2008, 04:03 AM

Any idea?

**Jamie Edwards** · 04-04-2008, 09:32 AM

What do you mean by problems with the proxy? Is there an error or relevant log you can post that describes it?

joshuah · 06-04-2008, 11:38 PM

Quote:

Originally Posted by Jamie Edwards

What do you mean by problems with the proxy? Is there an error or relevant log you can post that describes it?

04/07/2008 08:37:09 A communication with the server has failed. Details:
04/07/2008 08:37:09 An error occurred while attempting to communicate with the server (online 00:00:00):

Authentication has failed!

Error: <No extended error information available>

craigbrass · 07-04-2008, 10:03 AM

Check Tools -> Options -> Network to confirm the proxy details are correct if using one and set to None if you are not.

Also, check Tools -> Options -> General to confirm the accounts listed have all the correct details.

joshuah · 12:03 AM

tried all that, the weird thing is it only happens on the new type liveresponse,

as per screen shot you can see the settings that are active..

ludolf · 02:54 PM

reproducable error: "Unable to load account information" with the latest version

We had applied the folder redirection policy for the users (%appdata% redirected to a network share). When I redirected back to default (documents and settings\username\Application Data) the error had gone. (Windows XP SP2, LR 3.1.1.61 stable)

KPotter · 17-04-2008, 11:24 AM

Quote:

Originally Posted by ludolf

reproducable error: "Unable to load account information" with the latest version

We had applied the folder redirection policy for the users (%appdata% redirected to a network share). When I redirected back to default (documents and settings\username\Application Data) the error had gone. (Windows XP SP2, LR 3.1.1.61 stable)

same problem here... Perhaps you should test this software in a domain environment with redirected settings folders and restricted rights since most of us operate in such environments?

What a joke your QA is!

mbraham · 17-04-2008, 11:38 AM

KPotter, You are getting a very similar issue to me...
Check out LiveResponse chat problems since .48 or later update in case anyone reponds with a solution.

mrozian

I ran into the same installation hang problem ["Execute: msiexec /i "C:\Program Files\Kayako\LiveResponse\vcredist.msi" /qn"] on our XP desktops.

Disabling the anti-virus software (Avast!) and remote administration client allowed the installation to complete.

Hope this helps!

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joshuah Offline Member Posts: 137 Join Date: Oct 2007	02-04-2008, 04:04 AM Client PC is XP Pro

joshuah Offline Member Posts: 137 Join Date: Oct 2007	02-04-2008, 10:35 PM Thanks for the response, ok it has been installed successfully.. only problem is still the issue with the proxy... any idea how to resolve that issue? It doesn't seem to pickup authentication using the basic method?

joshuah Offline Member Posts: 137 Join Date: Oct 2007	04-04-2008, 04:03 AM Any idea?

craigbrass Offline Senior Member Posts: 5,762 Join Date: Jun 2005 Location: Cumbria, UK	07-04-2008, 10:03 AM Check Tools -> Options -> Network to confirm the proxy details are correct if using one and set to None if you are not. Also, check Tools -> Options -> General to confirm the accounts listed have all the correct details. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

ludolf Offline New Member Posts: 1 Join Date: Apr 2008	08-04-2008, 02:47 PM reproducable error: "Unable to load account information" with the latest version We had applied the folder redirection policy for the users (%appdata% redirected to a network share). When I redirected back to default (documents and settings\username\Application Data) the error had gone. (Windows XP SP2, LR 3.1.1.61 stable) Last edited by ludolf; 08-04-2008 at 02:54 PM.

mbraham Offline New Member Posts: 22 Join Date: Apr 2008	17-04-2008, 11:38 AM KPotter, You are getting a very similar issue to me... Check out LiveResponse chat problems since .48 or later update in case anyone reponds with a solution. Mark Braham ICT Nework Manager / Cluster ICT Support Coordinator Brannel School (Cornwall, United Kingdom)

mrozian Offline New Member Posts: 1 Join Date: May 2008	Possible problem with concurrently running software on XP - 09-05-2008, 04:10 PM I ran into the same installation hang problem ["Execute: msiexec /i "C:\Program Files\Kayako\LiveResponse\vcredist.msi" /qn"] on our XP desktops. Disabling the anti-virus software (Avast!) and remote administration client allowed the installation to complete. Hope this helps!