[RESOLVED] She did it any way!!

[buf]

Too many times I have asked her not to download and install apps that she knows nothing about. Well she was checking her iTunes and suddenly was offered an update to version 6. She took it and now she can't access her iTunes files. She also uses XP Pro and it is fully updated by windows (2 installed just today) and there are no "baddies" on her machine; none reported by Ada, Spybot, NIS/NAV, Spywareblaster nor A2. I can't back out what she downloaded from the Control Panel>Add/Remove. Keep getting the Install Shield Wizard and after that runs, I get an Unhandled Exception dialog window showing this message:ERROR NUMBER
0X80040706 Description: Object reference not set.
Can anyone help me with this problem. (Strange that the install wizard runs---I want to uninstall :confused: )
She does have the same songs saved on her IPOD and if we lose the songs on the computer, I hope she can restore them back to the computer by using the IPOD IF I have to format the drive. Don't know that she can but I hope she can. I have been unable to find the backup CDs I burned and if I had, I would have probably already used the Acronis TrueImage ver 7 backup.
Trying to open iTunes with: Start>Programs>itunes, Itunes did not open and instead I was given this message: Windows cannot access the specified device, path, or file. You may not have the appropriate permission to access the item.

Tried Restore back to approximate date she "thought" she downloaded the unpdate. Did no good and even tried other restore dates and still no success.

[paisan]

Have a look at this link:

http://consumer.installshield.com/kb.asp?id=Q110641

Might be useful.

[shiva_42]

Have a look at this link:

http://consumer.installshield.com/kb.asp?id=Q110641

Might be useful.

Don't bother... I'm an InstallShield user since version 2.12, and use it commercially to package and distribute vertical market software. While it is an excellent installation builder and manager, the tech support from that company is worthless to nonexistent. I can promise you that nothing on that website will help you with YOUR problem.

That being said, exactly what are you doing that invokes this Installshield routine that keeps popping up? Be specific.

[buf]

paisan. Thanks for your input and I had a loooong look at that site and frankly I couldn't quite decide what to do. She has version 3.2 of Install shield installed and never had a problem with it before--well that I know of, that is to say. Now, with shiva_42 post, and with his experience with install shield, I have to lean on him for a hoped for answer.

[buf]

shiva_42:
Your experience with install shield is enough for me to look to you and your vast knowledge of it. :)
I was attempting to remove the download/install of the update by using Control Panel's Add/Remove and then revert back to what she had been using without any known problem(by me.) I tried to use a Restore Point prior to the install of the update but it would not allow a Restore Point back to the approximate date she "thought" she recalled doing the update.
The 5 lines below is a c/p of what I was trying to do:
I can't back out what she downloaded from the Control Panel>Add/Remove. Keep getting the Install Shield Wizard and after that runs, I get an Unhandled Exception dialog window showing this message:ERROR NUMBER
0X80040706 Description: Object reference not set.

shiva, I look forward to hearing your thoughts about this and many thanks for your time and help for me. and all others, on our board.

EDIT: In case you didn't read my reply in the previous post, she is using Installshield version 3.2.

[liam858]

This fix for the problem is the same as mentioned already: http://www.pandasoftware.com/support/card.aspx?idSolucion=81&idProducto=69&idNecesitoAyuda=&idDeseo=&id=22518&IdIdioma=2 (I think)

Have you tried uninstalling it in Safe Mode buf?


Liam

[shiva_42]

buf:

I stand corrected. If trying to use a version of InstallShield that is that antiquated, it very likely IS the install engine in this case, especially if this is occuring under Windows XP. Earlier versions (I'm not sure of the cutover point) used a proprietary install engine, the latest versions encapsulate and rely on the standard Microsoft Installer engine, and are considerably better behaved than earlier iterations were.

Try the recommended fix before progressing further, and if that doesn't work, try Liam's suggestion of removing under Safe Mode.

Version 3.x is VERY old considering I'm using version X (10), and even it is not the most current version (I don't think).

Let us know what happens after the update.

[buf]

Thanks to you also liam and your "come back" shiva but I was trying to remove the installation that had been installed the only way I know how----not install. Is the same installshield used in both situations? I was unaware that she was updating iTunes and therefore, I do not know if installshield was used automatically to install the update. And yes, I have tried Safe Mode but without any results.
XP has been installed on her machine for less than a year. Is installshield installed by XP or by some application? I kinda doubt that she installed it or would have known to install it. Unless it just popped up at her at some time or another :D

[paisan]

It depends on who wrote the installer, but with most software if the developer used Installshield to create the installer package, they also use Installshield to create the uninstaller. So even though you are trying to uninstall a program, this fix is still worth trying.

Hope that helps.

[Rainbow32]

Hey Buf how you doing-been a long time. I've seen this utility from MS, Windows installer cleanup, work on problem programs that won't uninstall. Select the program you want removed from the list.
http://support.microsoft.com/default.aspx?scid=kb;en-us;290301
Hope it works out for you :)

[buf]

Haven't taken the time to work with the InstallShield yet, but I will tomorrow.
Just tried to play a good CD in her CDR and then the DVD but it would not play. The screen for WMP would open but apparently the CD is "calling" for another type of player and WMP is the only one listed. This happening is becoming more strange by the minute.
Am almost persuaded to stay up late and try the Installshield but one of you may come with another idea. Besides, the problem will still be here tomorrow. G'nite all.
Oh yeah, the speakers are plugged in and working---I can hear the MS sound when closing down. Still though, could she be having a sound problem??

[shiva_42]

Ok, two items:

1) Windows does NOT install InstallShield, especially not an antiquated version like you mention. Microsoft Installer IS part of Windows, but that's not your issue, since the version of InstallShield that you ARE using isn't the M$ Installer version.

2) If InstallShield is used to INSTALL an application, then it is used to UNINSTALL the application as well, so the fix still needs to be implemented.

We are hoping that the fix will enable you to UNINSTALL what you are attempting to, but whether it would subsequently allow the same application to be correctly INSTALLED is something I can't commit to.

Unless there is something else fundamentally wrong with your PC, this fix should definately be your first move.

[buf]

I have read the Installshield "fix" but have found it to be confusing but will keep trying. Any clearer language from anyone out there?
I have seen the message again about DSOUND.dll needs to be reinstalled. Got that message when clicking on iTunes. Don't exactly know what that means except that sound does work(no sound when I tried to play a CD). Would that file be on my motherboard CD since sound card is "on board"?? If so, then I should be able to reinstall it with the CD. Strange though that Search shows dsound.dll to be in C:/Windows\System and C:\Windows\Servi

[Train]

dsound - dsound.dll - DLL Information

DLL File: dsound or dsound.dll
DLL Name: Microsoft DirectSound DLL

Description:
dsound.dll is a DirectX DLL which adds functionality for Direct Sound

Go: Start, run [type in] dxdiag and hit enter.

In the System information section, DirectX version line, what version do you have?

[buf]

Thanks Train. 9.0C (4.09.0000.0904) in the version.
Another thing, most files are painfully slow opening---very slow. Occasionally, they are much faster opening. This is true of sites that she visits for news, shopping; etc. Often gets a dialog window that says something about "not responding".
Related to everything else going on, who knows!!!!

[buf]

Just to let you know. I have just successfully removed a different program from her machine and the Installshield worked just great. Soo, that is definitely not the problem with being unable to remove the update she installed. DX may still be messed up even though I installed a fresh download. Her version is, and was, the same as mine(9.0C) and that is as it should be, I think.
Gotta do a couple of things and then I think I will attempt the XP Repair. That will be my first time doing that. Wish me well :p

[Train]

With DX being messed up, that repair should straighten things up.

You will need to apply all updates again.

[LindaHewitt]

I think that the InstallShield 3.2 may be the problem. The latest version is 11. This older version may have been designed for 16 bit applications. Eight years ago is Windows 3.11 and W95 days. Just a thought.

Was the program that you successfully uninstalled a program of comparable vintage to the InstallShield 3.2?

You might also want to set up a user account for her instead of an administrator account. Then she would not be able to install software without having a pre-approved plan first.

Cheers and Good Luck,

Linda

[buf]

Haven't done the XP Repair yet but I did want to let you know that I am very very red faced and :mad: at myself. Have discovered that the version 3.1 that I reported in the 4th post of this thread was the Installshield version. Well it ain't!!!! That version belongs to Windows Installer. You can't believe how I feel for wrongly reporting this when you folks have tried so hard to help me.
No excuse on my part---just frustratingly dumb oversight by me.
And since I succeeded in removing an application from her Control Panel, it can't be the Installshield.
To all who have responded to my call for help, I greatly appreciate your efforts. I have boomarked those links that a couple of you directed me to for future help, if needed.
More to follow after "the repair".

[buf]

Another problem?!?! Booting with my WinXP CD, I don't get the option to repair :eek: Instead I am greeted with the message that the presently installed windows is newer than that on the CD, or some such message as that. I vaguely recall SP1 was then installed and then SP2. Is that what creates the problem I now face?
What do I do now Coaches. :confused: still
Linda, your suggestion most likely will be followed if I can ever get her piece of "plunder" working again. (Would hate to deny her that cause it is her machine---but I have to repair it when something goes wrong.)

[liam858]

buf, i've never heard of that XP message, i think you'll have to splipstream SP2 with the XP installation, so that it will work, instructions here: http://www.winsupersite.com/showcase/windowsxp_sp2_slipstream.asp

as i said it's a new one on me, so if this is the wrong next step, hopefully someone will correct me.

Liam

[buf]

liam, I may have erred again when I said I booted with the CD, I simply put the CD in the CDRom and the Welcome to Windows XP and 4 options are given; neither of which is the Repair option. Maybe I don't understand the meaning of "boot with the CD". I checked my BIOS and I have the floppy booting first, CDRom next and then the HDD. It is my understanding that if the bootup process does not find a disk in the floppy it proceeds to the CDRom and if nothing is found there, then the HDD is used to bootup. I hope I am doing something wrong because I really want to get this problem behind me and without loosing her itunes.
Will it be of help for me to include the options that I see with the CD in?

[Train]

Put the cd in, sut the computer down, wait 30 seconds. Then turn the computer on and boot up. BeT you now see the Press any key business.

[buf]

Nope. Does not matter booting with the CD or putting the CD in the rom drive and simply opening it---I get the same 4 options. No "press any key" message.
BTW, booting up with the CD is simply ignored by the present windows XP installed--originally installed with the same CD that I am trying to use. Windows opens just like always--doesn't matter that the CD is in the CDRom or not.

[liam858]

What are the 4 options buf?


Liam

[buf]

Liam, the full screen and the 4 options are:

Welcome to Microsoft Windows XP

What do you want to do?

Install Windows XP
Install optional windows components
Perform additional tasks
Check system compatibility

I have clicked on the check mark in front of each of the above and never saw any words dealing with repair or hit any key or any thing that I thought would help me install over the top.

[wonderinguy34]

Nope. Does not matter booting with the CD or putting the CD in the rom drive and simply opening it---I get the same 4 options. No "press any key" message.
BTW, booting up with the CD is simply ignored by the present windows XP installed--originally installed with the same CD that I am trying to use. Windows opens just like always--doesn't matter that the CD is in the CDRom or not.


What is the boot order of devices in BIOS,sounds like the CDROM is after the Hardrive and therefore it never gets to searching the CDROM for a bootable CD.You need to go into the Bios and move the CDROM to the first boot device.

[buf]

Many thanks for your inquiry but earlier this afternoon, I posted this:
I checked my BIOS and I have the floppy booting first, CDRom next and then the HDD. It is my understanding that if the bootup process does not find a disk in the floppy it proceeds to the CDRom and if nothing is found there, then the HDD is used to bootup.
My thread is getting a bit long and not many people have the time to read all of the posts.
There are 2 hard drives in her computer but I don't know if that makes a difference.
( I happen to be listening to FOXY 88.5 streaming to me from Toronto while working on this problem and surfing the net. Good easy listening music.)

[liam858]

The screen you're seeing is the Windows autorun, it should be booting directly before loading Windows at all, and may prompt you to press a key, then a blue screen with 3 options....do you have another drive you could try the disc in, and change the boot order to that drive first?


Liam

[buf]

Yes, autorun, is what I thought was opening in the drive. Yes, I have a DVD drive but oddly enough, BIOS does not seem to recognize it.
I changed the CDRom to boot first and the floppy second but still the CD opened just as though no change in BIOS was made, so I changed it back to the second position.
Sorry I am so late in getting back but I had to wait for the "traffic" to clear--she was using it!!! Appreciate your continued help.
I still think this computer is "possessed".

[liam858]

Could this be the problem buf? : http://discussions.virtualdr.com/showthread.php?t=196248


Liam

[buf]

Liam, you can't imagine how much I appreciate your continued help in this matter but no, the latest doesn't apply. Just for the heck of it, I tried those steps anyway but the trial didn't help.
Tomorrow, Tuesday, I am having surgery on one eye for a cataract and I think I will just let this matter rest until the recovery is complete. She is able to use the PC for other "things" and she doesn't seem bothered too much for now. I think I have become more interested in the problem than she(have I said this is my wife?).
I have now checked her Installshield properties against mine and while mine is 4.88 MB created on 11-22-04, her's is exactly twice the size of mine or 9.76 MB created 11-21-04. Our OS'es were installed on these dates. And, I have 24 files and 13 folders while she has 39 files 17 folders. Mine is working just fine----her's seems broken!! :confused:

[liam858]

No problem for the help this far....still can't get it resolved though unfortunately, good luck with the op, we can try again when you've recovered.:)


Liam

[buf]

Gee, this is almost as fast as the telephone. I'll continue looking into the problem today but I will not do anything to jeopardize her inability to use it for the next several days :D (don't want her on mine!!).
Don't know if this is related with her ongoing problem but if she accidentally clicks on a file and then changes her mind, it seems to take several seconds before the hourglass goes away and allows her to click on the correct file.

[liam858]

If you/we can figure out why the drive won't boot the XP CD, or try and get the DVD Drive working for the same thing, then a Repair may help fix a few problems.


Liam

[buf]

Sure would like that to happen but I don't what else I can do, with my limited knowledge of computers, to reach that result. She is back on it just now but I think I will see about downloading a fresh Installshield, then remove the Installshield now installed and then install the fresh download and see if "that" download of iTunes she installed can be removed. I'll be back in a bit--well, after she is clear of the PC.
BTW----inquiring minds may want to know; yes I bought two full Winxp OSes for our two machines.

[buf]

A quick search for Installshield found nothing that leads me to think I can find or download it so I guess it is on the WinXP. If either of you think it important that a reinstall of Installshield be done, maybe you will tell me how I might be able to do that. As usual, TIA.

[LindaHewitt]

Hi Buf,

Buf wrote:

I have now checked her Installshield properties against mine and while mine is 4.88 MB created on 11-22-04, her's is exactly twice the size of mine or 9.76 MB created 11-21-04. Our OS'es were installed on these dates.

Buf, did you notice that your wife's InstallShield is exactly twice the size of yours. I don't know how this could have happened but it looks like there may be two copies of InstallShield (4.88 MB + 4.88 MB = 9.76 MB) on your wife's computer. This may be why your wife's InstallShield will not work.

It is also possible that some form of malware created this situation. I would do a Google search for malware that would affect InstallShield. I would also run several different online scans to see if anything is detected that way, such as Panda or HouseCall.

What AV are you using?

Have you installed Ad-Aware, SpyBot, SpywareBlaster and SpywareGuard on your wife's computer. These programs are all freeware and they are highly recommended. Ad-Aware & SpyBot remove malware already on your computer and SpywareBlaster & SpywareGuard block malware from being put on your computers.

Once you have a clean secure system, then run these programs on a monthly basis, always checking for updates.

Keep us posted.

Cheers,

Linda

;) :rolleyes: :cool:

[buf]

Hello again Linda, and thank you for once again responding.
Knowing that most people don't have the time to read through all posts so I just want you to know that all those malware, virus, etc. tests were run several days ago. Housecall found nothing and my AVG had already reported no virus found. Same for the others. Thanks for reminding me of those. I do run them at least once per week and always after checking for updates to them before running.
Yeah, I noticed the difference in her Installshield and mine and that is why I posted it. It is odd and I haven't any idea what may have caused such a thing. Since I could not find a download for Installshield on the web, I knew then that I could not have caused that. I'm not guilty :p
A day or so ago I posted the fact that I was able to remove an application from her hard drive using Installshield and so therefore, it must be functional. Just won't help me with removing IT !!! Hey, maybe that is a safeguard built into WinXP. ;)
If an answer to the problem is not found/offered by the time my eye surgery has healed, I will probably reinstall iTunes with the CD to see what happens and take it from there. May have no choice but to format and reinstall XP. With the help from our board, I should have been able to do the Repair but for some reason, the computer Will not boot to the CD. Sometimes wish I weren't so stubborn. ;)

[buf]

Had the eye surgery performed very early this A.M. and discovered I could read very easily with the other eye and so, here I am!!

An MS tiny url to a site that explains the CHKDSK /f for what perhaps the machine has had happen to it: http://tinyurl.com/bxmyv
I ran chkdsk on her machine and got a long list of these items:
File Record Segment -----( the -----represents 5 digits) is unreadable.
I canceled out of the chkdsk after 31% had been processed.
Does this shed any light on the problem(s) with her machine?

[buf]

I have continued my search for an answer to the problem discussed here. Found this and am posting here for all to see as I am now trying to learn something about the slipstreaming Liam mentioned a couple of days ago. It could very well be that this method is the only way I can go to get to the root of the problem.

C/P: (from a MS board)
Once you upgraded to SP2 you lost the ability to do a repair install using
the original XP CD.

You will have to make a new CD that includes the original CD and the SP2
download - it is called Slipstreaming.

And then I found this post from a MSVP"

Repairing XP installation with a base XP CD (with SP2 installed) may cause problems, as seen in the newsgroup. Create a slipstreamed XP CD with SP2 and the proceed to repair XP. Information on integrating SP2 with XP and creating a bootable CD:

Slipstreaming Windows XP Service Pack 2 and Create Bootable CD - Windows-Help.NET:
http://www.windows-help.net/WindowsXP/winxp-sp2-bootcd.html

Neowin.net -> AutoStreamer Released! (v 1.0.29):
http://www.neowin.net/forum/index.php?showtopic=188337&st=0&#entry2453585

As for the boot issue, do you see the "insert CD" or similar message after POST is complete? Is the CD drive working properly?

Alternately, follow method 1 - Inplace Upgrade:

How to perform an in-place upgrade (reinstallation) of Windows XP:
http://support.microsoft.com/kb/315341

--
Ramesh, Microsoft MVP
Windows XP Shell/User
http://windowsxp.mvps.org

Finally, I Googled for and found this:
At its current state, AutoStreamer works as a slipstreamer-only. Basically, all it really needs is a source (that being an original Windows CD or a local share) and a Service Pack file.

Application found here: http://www.neowin.net/forum/index.php?showtopic=223562 and it is free.

I guess this is a workable solution but I haven't the knowledge/equipment to experiment with the free app. Any one care to try it and post back for all to learn? (Namely me :D )

[Train]

Yep, start chkdsk /r /f
Then let it run for a couple hours.

Hopefully that might straighten it out.

[buf]

Thanks Train. I'll try to keep her off that (&(* machine long enough to try that and I will report back.
I was just reading something here that Supersparks posted:
http://discussions.virtualdr.com/showthread.php?t=196306
Are we talking about the same thing? I had the option to run setup using the WinXP CD---even though it would not boot to the CD, but I never checked the option to run setup.

[buf]

chkdsk /r /f ran it's course and replaced a bunch of files, many of which were Quicktime which, I think, installs with iTunes--no way to workee without QT from what I can learn. Not quiet home yet but I do feel a bit closer. Just don't know what to try next but I'll keep plugging away at finding the answer--with the help of you folks.

EDIT: I should have said chkdsk replaced bad clusters. Does r=repair and f=fix?

[Train]

/f : Fixes errors on the disk. The disk must be locked. If chkdsk cannot lock the drive, a message appears that asks you if you want to check the drive the next time you restart the computer.

/r : Locates bad sectors and recovers readable information. The disk must be locked.

http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/chkdsk.mspx

Yes, quicktime was part of the iTunes install.

Bet there is all kinds of junk in the hidden Found folder.

[buf]

Wasn't satisfied with her machine not booting with the XP CD--still cannot boot with it. I have now tired booting my PC using my XP CD--NO PROBLEM. I find that very interesting but in an odd sort of way.
Just thought you'd like to know.
I have done a ton of reading about iTunes and QuickTime and have read of many instances where people are having troubles. Even read someone
paid about $3 per minute for Apple's Support!!! Not me--I won't pay such exorbitant prices, Those are OIL prices!!!

EDIT: Anyone with IPOD, iTunes or Quicktime experience in installing and using such software? We have the IPOD software CD and I assume it is the one that was used to install IPOD. I had nothing to do with it's installation and thus have no knowledge of it. I am afraid that if I run the CD she might lose all the music she has saved on her hard drive. I did run up the CD today and the first thing that was shown was the Ipod installation. I canceled and got otta there.

[buf]

Not marking this one resolved but instead am just giving everyone a "work-around"---bought and am testing a new box. It has been suggested that her onboard video may have gone bad on the old box. Tomorrow I hope to take the old box to be fitted with such a card. Will let all of you know what I find out

[buf]

I took her Duron box to a repairman yesterday. He and I took the drives, ram and HDD outta her machine and put them into a used Gateway box he had with a 450MHz CPU and a video card in it. to see what would happen. (I told him the 450 would be unacceptable----and it wasn't :rolleyes: )
Bootup was done just like it should; only very very slowly. Her files were seen just as though nothing had happened.
Is this info useful that will help you to make a judgment call on our trouble? I vaguely recall bootup was also done without using his video card. What is in his box that allows bootup??

[Train]

With that old of a rig, XP had the drivers and it installed the drivers needed to include the video. Then again, they both may have had the same video card onboard. He lucked out!

[buf]

To all who have helped me through another problem, I thank you and now I will mark this resolved. This link http://discussions.virtualdr.com/showthread.php?t=197187 will tell you what I did. All is now fine!!!