[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 )
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...518&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

[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...b;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!!!!