Fatal Error Message Displayed During The Installation Of SDD140 (SSM72207)

FATAL ERROR MESSAGE DISPLAYED DURING THE INSTALLATION OF SDD140

TECHNICAL SERVICE BULLETIN

SERVICE INFORMATION

Last modified  00:00:00

Symptom  000101 Diagnostic Concerns

ISSUE

Content 

Isolated reports have been received of concerns relating to the installation of SDD 140.01:

• Symptom Driven Diagnostics (SDD) icon is missing from the SDD Main Menu.

If the installation of SDD 140.01 is cancelled at any stage between step 3 and 12 as described in the Software Update release notes for SDD 140.01 and the full installation procedure is not completed, SDD will be unusable.

• SDD 140.01 fails to install and displays an on screen message 'Fatal error during installation'.

Users have started the installation process as described in the Software Update release notes for SDD 140.01, but the installation process has failed at step 11 and displays the 'Fatal error during installation' message.

When SDD 140.01 installation starts, the first procedure uninstalls the previous version of SDD. During this procedure an unidentified Windows application that is not associated to SDD, is using some of the registry key files created by SDD. As a consequence these files remain in use while uninstallation process is in operation and therefore cannot be uninstalled. SDD 140.01 requires all SDD files to be uninstalled before the new files can be installed.

ACTION

The workaround will resolve both concerns and will load a software file to clear the Windows Registry keys and start the installation of SDD 140.01.

1. Go to http://diagnosticdelivery.jlrext.com/idscentral/
2. Download 'SDD_140.01_Pre_Install.exe'  to the SDD machine which has experienced the 'Fatal error during installation'.
3. Save the file to the desktop of the SDD machine.
4. Double click on 'SDD_140.01_Pre_Install.exe'. 
5. A pop up window is displayed 'Delete Fonts-Installshield Wizard'  with a progress bar.
6. If the following pop up window is displayed 'Delete Fonts - Installshield Wizard - The SDD installation was not found at C......***- Please contact your support centre'  download and install a copy of 'SDD 140.01_FULL.exe'  from http://diagnosticdelivery.jlrext.com/idscentra (http://diagnosticdelivery.jlrext.com/idscentral)l 

   (http://diagnosticdelivery.jlrext.com/idscentral). If there is not an error message, the SDD machine will restart.

7. After restart DVD 140.01 will start to install automatically.
8. 'Welcome to the Install Shield Wizard for SDD'  . The previous SDD software will be automatically uninstalled and updated to 140.01. Select 'Next'.
9. 'Preparing Setup'  There will be a short delay when this pop up message is displayed.
10. 'Setup Status'  The previous SDD software will uninstall. The SDD machine will restart after the uninstall has completed.
11. 'Choose Setup Language'  . Select your language.
12. 'Preparing Setup'  . There will be a short delay when this pop up window is displayed.
13. 'Welcome to the Install Shield Wizard for SDD'  . The SDD software will now install.
14. 'License Agreement'  . Read the Software License agreement and select 'I accept the terms of the license agreement'.
15. 'SDD and Firewall Compatibility'  . Read the information presented and select 'I have read and understand this firewall compatibility warning'.
16. 'Destination'  . Select drive as 'C:' and select 'Next'.
17. 'Install language'  . Select 'All' or choose your required language(s).
18. 'Ready to Install the Program'  . Select 'Install' to start the installation of DVD 140.01_FULL.
19. 'Setup Status'  . The installation will start.
20. 'Update Complete'  . Select 'Yes, I want to restart my computer now' and the SDD machine will restart.
21. The installation procedure is now complete.
22. When the installation is complete and SDD is working correctly, delete SDD_140.01_Pre_Install.exe'  from the desktop of the SDD machine.