Classic/Premier Installer Possible errors and solutions

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1 Classic/Premier Installer Possible errors and solutions The purpose of this document is to give some guidance on possible errors and solutions that can be experienced when installing Release 4.7c. Click on one of the options below: 1.1 The publisher of classic/premiersetup.exe cannot be verified Cannot start setup Local Administrative Rights VIP System Closed In the installer the mapped drive not available to browse to on the wizard Fatal error during installation The install of new update was successful however there are errors during conversion process Windows 8 and 10 protected your PC message Destination folder verification failed ETI Wage code not linked Please Note: Before installing the release, please restart all applicable servers and workstations and ensure that there are no pending Windows updates. 1.1 The publisher of classic/premiersetup.exe cannot be verified Once the installer download is complete from the Customer Zone, the browser might give the following warning message, not allowing the user to run the installer: The Security Warning prompt is a security measure in Windows 7 and Windows 8 to ask for permission (like UAC User Account Control) before allowing a downloaded or copied file from the internet or another computer to be opened or run on your computer. Select Run to proceed with the installation. 1.2 Cannot start setup Once the installer download is complete from the Customer Zone, and the user try to run the setup file, the following message appear: Copyright Classic/Premier Page 1 of 8

2 The message could refer to the user s security settings on the browser/machine. The antivirus might be blocking the setup file. Please get IT to revise the settings and allow for the file to run. Alternatively try do download and install the update from another machine. The message could also mean that the file is incomplete. The setup file will not run if the file has not downloaded fully. Check the size of the download file, the file size needs to be 155 MB for Classic and 206 MB for Premier on Release 4.7a. If the file size is less than the indicated size, the user will need to download a new installer file. Also note that the VIP Installer has no passwords. This message could also be related to the internet connection. We would suggest that the user clear their browser cache or use a different browser to download the installer file. 1.3 Local Administrative Rights When installing on Windows 7, 8, 8.1, Server 2008 or Server 2012, UAC (User Account Control) is enabled: For limited users, i.e. users without local administrator rights, an elevation message will be displayed prompting you to install with an administrator s account. This implies that the credentials of an administrator s account must be used for the installation. Please contact your administrator (IT Department) for assistance For users with local administrator rights, the rights must still be elevated, but a username and password will not be required When using Windows 8 and 8.1 the UAC (User Account Control) must also be disabled on the Local Security settings of the Workstation Open Control Panel Select Administrative tools Select Local Security Policies Expand Local Policies Click on Security Options Please disable all the User Account Control policies as per screen shot below and then reboot the Workstation. Copyright Classic/Premier Page 2 of 8

3 On Windows 7 and higher if VIP Premier/Classic is used via a map drive, the drive letter needs to be included on the Internet Explorer s Trusted sites Open Internet Explorer Select Internet Options Select Security Select Trusted sites Deselect Require Server verification ( for all sites in this zone Tick box Click on Sites and then Add Map drive letter and then Add > Close Copyright Classic/Premier Page 3 of 8

4 1.4 VIP System Closed During the installation process, the Compatibility Check will verify if there are any files open in the selected VIP system folder: Do a rebuild on the data of all companies via Support Help (ensure the Support Help shortcut is pointing to the correct folder), to confirm if any files are locked The VIP system is open close all instances on the workstations and/or servers It is possible the installer was downloaded into the VIP system folder. Ensure the installer is not open within the VIP system folder or subfolder. (TAKE NOTE: if the file is run from the DOWNLOADS folder, it will not give an error as this folder is ignored by the installer) Check that there are no current intergrations with Premier HR or synchronisation with ESS Sage Connected Services might be communicating with servers, temporary stop the service Ensure that under the Task Manager, that there are no instances of extend 32-bit Runtime (32 bit) running Check that there are no files with Read-only status or in use. To check this: Go into the VIP Directory Select the InstallerLogs folder Open the latest install log file with Notepad Copyright Classic/Premier Page 4 of 8

5 Check under the section Testing Compatibility for VIP System Closed for any files that might be in use or where the attributes are set to Read-only Close all files still open in other applications, validate if the locked files are not open in any program (e.g PDF report, Excel files) and close them Set all files to be writeable Right click on the VIP directory folder and click on Properties Open the General tab, deselect the Read-only attributes and click on Apply Click on OK to confirm the attribute changes to apply to the specific folder, subfolder and files Re-run the installer and continue with the install process Copyright Classic/Premier Page 5 of 8

6 Restart the computer and/or server and retry The user can use Process Explorer to determine which files might be running in a folder ( 1.5 In the installer the mapped drive not available to browse to on the wizard This is a known error on Windows 8. Please install the update directly on the server where payroll is installed on. 1.6 Fatal error during installation In these cases, there is something interfering with the install process. The following checks can be done to resolve this issue: If possible, install the update on the computer/server where the system is installed on. The user needs full permissions / administrator rights when installing the update. Stop the ESS and Premier HR services if they are still running The IT department should be able to assist with this process. Refer to the ESS and Premier HR install notes for details on how to apply this. Do a Disk Cleanup on the drive where the Windows Operating system is installed (if a Terminal Server is used, log in on the server directly, the action must be performed on the server drive with the operating system). Go to My Computer, right-click on the drive, select Properties Select Disk Cleanup. Tick the Temporary Files box (and others options if the user prefer so) When all else fails, advise the client to restart the server 1.7 The install of new update was successful however there are errors during conversion process. Once the update was installed successfully on the VIP system folder, the user will open up the VIP system to enable the conversion of company data to the new release. This might bring up some errors, if there are problems with the data. When this happens, the following should be done: Always do the installation on the location where the system is installed Deactivate the anti-virus software which actively scan the folder Ensure no one is accessing the VIP folder or files Copyright Classic/Premier Page 6 of 8

7 Restore Full System Backup (remember, during update process we make a backup of all companies/full system backup to the Backup folder in the VIP directory) Do a rebuild on all PAY files with the installed. There is usually issues on some file with the directory If the rebuild in the fails, do a manual rebuild on the VIP system data and deal with the issue accordingly Run the installer again on the folder, and upgrade the system. 1.8 Windows 8 and 10 protected your PC message When running the premiersetup.exe or classicsetup.exe install file, the following screen pops up: Click on More Info Select Run anyway to run the installation file. This message has been reported on Windows 8 and Windows 10, and is the machine not recognising the install software. Our software has been checked and validated and will not harm the client s computer. 1.9 Destination folder verification failed Ensure that the correct VIP payroll directory is selected when browsing on the Install Wizard. The Support Help function can be used to see in the System Information block, exactly where the VIP system directory is situated. When the update installer starts running, it tests to see if the system is open by renaming the file VIPSAL.ACU to VIPSALTMP.ACU. In some cases, the installer did not finalise the install process previously, and the VIPSALTMP.ACU is not renamed back to VIPSAL.ACU. When the user get the above error, ensure to check the VIP folder(s), to ensure the VIPSAL.ACU is there, and VIPSALTMP.ACU is not there. If there is a VIPSALTMP.ACU but no VIPSAL.ACU, rename the VIPSALTMP.ACU to VIPSAL.ACU Copyright Classic/Premier Page 7 of 8

8 If there is both VIPSAL.ACU and VIPSALTMP.ACU, delete VIPSALTMP.ACU In all cases the VIPSALT1.ACU should not be changed 1.10 ETI Wage code not on file Validation error when trying to generate a Test or Live run. Check the ETI codes ( Payroll /Definitions/System description Codes/ ETI codes. The code mentioned in the error mentioned in the error will not exist in that the system Check the ETI History on the PS screen, to see what codes the employee was linked to. You will notice that the employee was linked to the code, that does not exist on the EETI System Description codes The code mentioned in the error message does not exist under the code, and must be recreated with the correct rate per month and hour Run the validation again to verify that thee error has been resolved Copyright Classic/Premier Page 8 of 8