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Problem:
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"Error 1316. A network error occurred while attempting to read from the file: (path)" occurs.
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Solution:
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Fix the error by temporarily disabling internet security and download again. Be sure to restore your security settings when you have finished.
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Comments:
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This has also been reported to occur if you rename the installation MSI file after installation, and then attempt to execute it a second time.
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Problem:
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During installation, "Error 1305: Error reading from file: (path). Verify that the file exists and that you can access it" occurred.
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Solution:
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Download the file again, but Save it to a
different drive, preferably the C drive if one is
available, or at least a local drive.
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Comments:
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This error sometimes occurs when Run is chosen instead of Save when downloading.
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Problem:
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"Error 1401: Could not create key: [registry key name]"
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Problem:
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"Error 1402: Could not open key (keyname). Verify that you have sufficient access to that key, or contact your support personnel."
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Problem:
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"Error 1406: Could not write value …" or "Error 1406: Could not write InstanceIndex to key …" occurs.
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Problem:
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An error reports "Internal Error 2727.INSTALLDIR" when I install.
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Solution:
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In all three cases here the add-in is attempting to write to the specified key (or hive) and permission for that registry key is restricted. The issue can be resolved by setting the permission to this key to allow full control. To fix this:
1. On the Windows Task bar, click Start, Run.
2. Type "regedit" (without the quotes) and click OK.
3. Browse to the specified registry key.
4. Right click the key and select "Permissions."
5. In the Group or User names field, select the user installing the program. Be sure the user has administrative rights.
6. Under the Permissions field, make sure "Full Control" and "Read" are both set to "Allow."
7. Click OK and attempt the operation again.
In some cases it may be necessary to change the permissions of the System account (which is different than the permissions on the Administrator account). If you try the above steps and it still doesn't work, then try this:
1. Run regedit
2. Right click on HKEY_CLASSES_ROOT
3. Click Permissions
4. Click on the Add button then add Administrators and click OK.
5. In the resulting "Permissions for HKEY_CLASSES_ROOT" window, check the "Allow" box for full control and read.
6. Click the Add button again and add SYSTEM and again check the Allow box for full control and read.
7. Click Ok, exit regedit.
8. Rerun setup and you'll be all set.
If for some reason these instructions also fail you, please contact us immediately at TechSupport@SperrySoftware.com.
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Comments:
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This problem results from two sources: Either the person installing did not have the same permissions as the person using the add-in or the registry entry for that particular registry entry has become corrupt.
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Problem:
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"Error 1606: Could Not Access Network Location" occurs.
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Solution:
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The first thing is to copy the installation msi file to your local drive then try installing the
product from there. If this doesn't work, or you already saved it to your local drive and ran the msi from there, then
there are some registry changes which may need to be made. Before editing the registry, make a backup, especially if
you're not sure what you're doing (see this Microsoft article on the registry.).
Then look at this article that explains how to check User Folders.
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Comments:
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n/a
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Problem:
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"Error 1904: Module [filename] failed to register" occurs.
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Solution:
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Be sure that you are using Microsoft Office Outlook 2000 or higher, not Outlook Express.
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Comments:
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You can tell which version you have by going to (in Outlook) Help...About Microsoft Outlook.
It's usually a number like 9.0.0.something (for Outlook 2000), 10.0.something.something (for Outlook 2002), or
11.0.something.something (for Outlook 2003). If it says 6.something, you have Outlook Express;
you can contact us for a refund.
If you are using Windows Vista, you will need a separate installer.
Please contact us for the custom installer.
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Problem:
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During setup an error occurs that reads "The system cannot open the device or file specified" - Internal error 2755.110
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Solution:
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Run the disk cleanup utility;
this error is usually the result of a full drive or a lack of space in the TEMP folder.
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Comments:
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Run the Disk Cleanup Utility by going to Start...All Programs...Accessories...System Tools...Disk Cleanup
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Problem:
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During setup an error occurs that starts "Internal Error 2755.3" or an error message about a mapped drive\pathname not found appears.
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Solution:
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Use a UNC in place of the mapped drive.
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Comments:
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This error only seems to occur when installing on Terminal Server.
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Problem:
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"A
file is missing or corrupt ..." emanates during setup
(or rather, from the Sperry Software installation msi
file.)
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Solution:
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Uninstall the Sperry Software add-in by
going to Control Panel…Add/Remove Programs and selecting
Remove. Then get a copy
of the installation file to be on a local drive, then
install the msi file from there by double clicking on
it.
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Comments:
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This error seems to result from installing msi files
from a network location rather than from a local
drive, or from selecting Run instead of Save when first downloading.
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Problem:
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Installation fails with the message "A required DLL, MSVBVM60.DLL was not found."
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Solution:
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Download and install this Microsoft runtime.
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Comments:
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Once you have downloaded the vbrun60sp6.exe file, double click it to execute it and install the add-in again.
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Problem:
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Installation fails with a fatal
error "Installation ended prematurely because of an error".
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Solution:
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Download and install "Windows Script 5.6 for Windows XP and Windows 2000" to
resolve the problem. To learn more about it and find the script see Windows Script Update
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Comments:
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This problem may be caused by other sources, please contact us if it continues.
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Problem:
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The MSI file fails during uninstall. How can I uninstall now?
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Solution:
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Follow the instructions in this description of the Windows Installer Cleanup Utility from Microsoft.
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Comments:
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The uninstall utility from Microsoft continues in the face of errors that normally impede the removal process.
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Problem:
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After uninstalling, the toolbar buttons remain in Outlook, even though an uninstall went ok and the add-in no longer appears in Control Panel...Add/Remove Progams list.
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Solution:
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You can clean up the toolbar by downloading and installing our UninstallToolbar.exe
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Comments:
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If the toolbar appears after running this tool, it hasn't been properly uninstalled.
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Problem:
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There
are registry entries that aren't being deleted after uninstalling.
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Solution:
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You can clean up the registry entries by downloading and installing our RegistryCleaner.exe
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Comments:
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All your Sperry Software
settings will be erased if you run this program. In addition, you will need your user id and registration key if you plan to install it again. Note that it is normal for the add-ins uninstall process to not delete the settings, so that if you choose to upgrade you won't have to remember all your settings.
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Problem:
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The entry for the add-ins remains in the control panel add/remove programs list. Also, it complains that it cannot find logfile "st6unst.log".
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Solution:
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You can clean up the list and remove the add-ins by going to Start...Run. Type "Regedit" and click ok. Navigate to HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Uninstall. From there, you can remove any unwanted items, not just our add-ins, which are in the form of registry keys.
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Comments:
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This problem was caused by uninstalling on WinXP using add-ins from before October 2003, and no longer occurs with the MSI file installations.
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Problem:
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Whenever I start Outlook, I get an error that says "Error occurred at line 2. Reason: ActiveX component can't create object"
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Solution:
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Follow these instructions for a clean reinstall:
Exit Outlook
Uninstall all your Sperry Software add-ins via Control Panel...Add/Remove Programs.
Download and run the tool at http://www.SperrySoftware.com/Addins/UninstallAddins.exe.
Download your add-ins again. if you need to, download them from http://www.SperrySoftware.com/Outlook/Downloads2007.asp (for Outlook 2007 users) or http://www.SperrySoftware.com/Outlook/Downloads.asp (for Outlook 2003 and below).
Once they are downloaded, install them one at a time.
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Comments:
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Note that it is not necessary to run our Registry Cleaner tool with this type of reinstall. This will help to avoid having to reconfigure your settings.
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