Tag Archives: officewriter installation

ExcelWriter, Knowledge Base, OfficeWriter, WordWriter

What to Do When OfficeWriter Sporadically Throws “General license key exception: Product key not installed.” Error

Problem

Even though the license key is in the registry, OfficeWriter sporadically throws the error “General license key exception: Product key not installed.” on Windows 2008 or above.

This issue has been reported by certain customers running a custom identity on an application pool in IIS 7 or above.  Most commonly this behavior has been seen on applications in 32-bit application pools, but has also been reported with 64-bit applications.

The combination of several factors in IIS 7.5 and Windows 2008 can cause problems for application pools running under a custom identity if they need to read from the registry.  These factors may be responsible for the sporadic OfficeWriter error.

  1. Windows 2008 introduced application pool identities.
  2. Windows 2008 also added new functionality to the user profile in Windows 2008 that causes the OS to more aggressively clean up registry handles when they are not needed.
  3. Additionally, IIS 7 and above does not load the user profiles by default.

Troubleshooting

If you are receiving the “General license key exception” sporadically, changing the ‘Load user profile’ setting in IIS may resolve the issue.

The ‘Load user Profile’ setting

In IIS 7 and above, there is an application pool setting called ‘load user profile’.  When this is set to true IIS will load the user profile for the application pool identity.  This should keep Windows from cleaning the registry handles necessary for OfficeWriter to read the license key.

To set ‘load user profile’ to true:

  1. Open the IIS Management Console.  This can be done by going to Run and typing in inetmgr
  2. Open the Application Pools window by clicking View Application Pools on the Actions pane, and select the Application Pool you want to configure.
  3. Right click the Application Pool and select “Advanced Settings…”
  4. Under the Process Model menu, change ‘Load User Profile’ to true.

 

 

Next Steps

If you find that the “General license key exception’ error still occurs after setting the ‘Load user profile’ setting, please contact OfficeWriter support.

 

Note:  If you are receiving the  “General license key exception: Product key not installed.” error consistently, it is likely that the license key is not installed properly.   Instructions for installing OfficeWriter license keys can be found at httpblog.softartisans.com/tag/how-to-add-a-license-key/

 

ExcelWriter, Knowledge Base, OfficeWriter, WordWriter

Install Error 1608: Unable to Create InstallDrive Instance. Return code -2147024891

Problem

When attempting to run the installer for OfficeWriter 4.x or below, InstallShield returns the error:

1608: Unable to Create InstallDriver Instance. Return code -2147024891.

This error has been known to occur for some users when installing or uninstalling OfficeWriter. According to InstallShield, “Error 1608 is a very system specific issue and is often caused by limited system privileges, incorrect DCOM settings, or another malfunction on the computer.”

Solution

In most cases, the instructions in the following InstallShield article resolve this problem. For many of our customers, this error has been resolved by simply following the instructions regarding DCOM Settings (section A).

http://consumer.installshield.com/kb.asp?id=Q108440 (note: installshield’s website can be very slow sometimes.)

If after trying all of the suggestions in the InstallSheild article, you are unable to install or uninstall OfficeWriter using the automatic installer, you will need to perform a manual installation and/or uninstallation.

Instructions for uninstalling and installing OfficeWriter can be found in our documentation. Although the instructions are labeled for ExcelWriter, the same steps apply to installing WordWriter.

ExcelWriter, Knowledge Base, OfficeWriter, WordWriter

Install Error: 1603 Fatal error during installation

Problem

Installing OfficeWriter 3.9.1 may fail on Windows Vista or Windows Server 2008. The installer appears to proceed normally, but eventually rolls back and displays the following error message:

Error: -1603 Fatal error during installation. Consult Windows Installer Help (Msi.chm) or MSDN for more information.

The installation failure is due to a problem in InstallShield, a software tool used to build the OfficeWriter installer. The problem occurs in an InstallShield method that interfaces with IIS 7, which comes with Windows Vista and Windows Server 2008. OfficeWriter installer for versions 4.6.0 and earlier attempt to interface with IIS to create a new website for sample applications during installation. Because of the InstallShield problem on Windows Vista and Windows Server 2008, the installer fails and subsequently rolls back.

Solution

Option 1: Upgrade to OfficeWriter 3.9.2 or later

Upgrade to a newer version of OfficeWriter. Subsequent to the 3.9.1 release, the OfficeWriter installer is built with a patched version of InstallShield which fixes the problem described above. We recommend that, whenever possible, customers upgrade to the newest release of OfficeWriter to take advantage of the latest bug fixes and new features.

Option 2: Install OfficeWriter 3.9.1 without the samples

Install OfficeWriter 3.9.1 without the samples. Because the error occurs when the installer attempts to create a new website for the samples, not installing the samples would allow the installer to succeed. On the Setup Wizard dialog box which allows selection of the features to install, deselect the “OfficeWriter Samples” option.