Troubleshooting the Installer

Here are known reasons the installer fails to launch and their workarounds:

1. Are you using Java 1.3?

If you're using Java 1.3, our installer currently does not support Java 1.3. To workaround this, temporarily install a 32-bit Java 1.4 and higher and use the -vm command line argument to specify the JVM to be used by the installer.

Example:
Product_v1.0.1_win32_x86.exe -vm "C:\Program Files\java\jdk1.5.0_05\jre\bin\java.exe"

2. Are you using a 64-bit Java?

If you're using a 64-bit system, chances are you're also using a 64-bit Java. The installer currently does not support 64-bit JVM. To workaround this, assuming the product itself supports 64-bit systems, temporarily install a 32-bit JVM version 1.4 and higher and use the -vmcommand line argument to specify the JVM to be used by the installer.

Example:
Product_v1.0.1_win32_x86.exe -vm "C:\Program Files\java\jdk1.5.0_05\jre\bin\java.exe"

Alternatively, you could use the zip files or update site to install.

3. Unable to find the temp folder

In cases where the installer can not find your TEMP or TMP environment variable, you can also specify a different Temp directory by adding the-tmp option. You have to create the c:\mytemp folder first before running the installer.

Example:
Product_v1.0.1_win32_x86.exe -tmp c:\Temp

4. Splash screen won't come up

In some cases where the splash screen won't come up, run the installer with the -nosplash option.

Example:
Product_v1.0.1_win32_x86.exe -nosplash

5. Generate the installer log file

If none of the above help, run the installer with the -out --verbose option to generate a log file. This will run the installer in verbose mode and redirect output to a log file in the directory where the installer is located. Examine the log file to determine the cause or send the log file to support and we'll take a look.

Example: 
Product_v1.0.1_win32_x86.exe -out installer.log --verbose