HealthFrame Discussion

Re: About

support@RecordsForLiving.com — Wed, 06 Dec 2006 10:30:55 GMT

Hmm. That's interesting.

First, I see you have multiple (virtual) hard drives (drive letters). Where is your default installation directory for program files? Is it C: or E:? (When you run the installer, this is the default choice for where HealthFrame will be installed).

Have you always used that default location? Or did you sometimes install in another location?

Also - do you really heave HealthFrame 2.1.4 installed? This logfile appears to indicate it didn't find HealthFrame 2.1.4 installed.

I realized you did NOT need to download that MSI file I asked you to download.

Instead - if you have HealthFrame 2.1.4 Family Edition instlaled - you should be able to un-install from the command-line using:

msiexec /x {0C69483C-B0D2-4fb0-8C28-52EE0E783CEB} /lv myHFLog2.log

If you don't mind - please make sure you have 2.1.4 HealthFrame Family Edition installed, and then run the above msiexec to uninstall it, and send me that logfile.

Thanks.
Support Team.

Re: About

Brian — Wed, 06 Dec 2006 10:11:10 GMT

Just completed action outlined above.
See copy of myhflog.log below.

Tks
Brian

=== Verbose logging started: 07/12/2006 00:43:57 Build type: SHIP UNICODE 3.01.4000.2435 Calling process: C:\WINDOWS\system32\msiexec.exe ===
MSI (c) (28:4C) [00:43:57:203]: Resetting cached policy values
MSI (c) (28:4C) [00:43:57:203]: Machine policy value 'Debug' is 0
MSI (c) (28:4C) [00:43:57:203]: ******* RunEngine:
           ******* Product: install_healthframe_FamilyEdition_Release_2.1.4.msi
           ******* Action:
           ******* CommandLine: **********
MSI (c) (28:4C) [00:43:57:203]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (28:4C) [00:43:57:203]: Grabbed execution mutex.
MSI (c) (28:4C) [00:43:57:218]: Cloaking enabled.
MSI (c) (28:4C) [00:43:57:218]: Attempting to enable all disabled priveleges before calling Install on Server
MSI (c) (28:4C) [00:43:57:218]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (DC:B4) [00:43:57:234]: Grabbed execution mutex.
MSI (s) (DC:C8) [00:43:57:234]: Resetting cached policy values
MSI (s) (DC:C8) [00:43:57:234]: Machine policy value 'Debug' is 0
MSI (s) (DC:C8) [00:43:57:234]: ******* RunEngine:
           ******* Product: E:\Temp\install_healthframe_FamilyEdition_Release_2.1.4.msi
           ******* Action:
           ******* CommandLine: **********
MSI (s) (DC:C8) [00:43:57:234]: Machine policy value 'DisableUserInstalls' is 0
MSI (s) (DC:C8) [00:43:57:234]: File will have security applied from OpCode.
MSI (s) (DC:C8) [00:43:58:343]: SOFTWARE RESTRICTION POLICY: Verifying package --> 'E:\Temp\install_healthframe_FamilyEdition_Release_2.1.4.msi' against software restriction policy
MSI (s) (DC:C8) [00:43:58:343]: SOFTWARE RESTRICTION POLICY: E:\Temp\install_healthframe_FamilyEdition_Release_2.1.4.msi has a digital signature
MSI (s) (DC:C8) [00:43:58:750]: SOFTWARE RESTRICTION POLICY: E:\Temp\install_healthframe_FamilyEdition_Release_2.1.4.msi is permitted to run at the 'unrestricted' authorization level.
MSI (s) (DC:C8) [00:43:58:750]: End dialog not enabled
MSI (s) (DC:C8) [00:43:58:750]: Original package ==> E:\Temp\install_healthframe_FamilyEdition_Release_2.1.4.msi
MSI (s) (DC:C8) [00:43:58:750]: Package we're running from ==> C:\WINDOWS\Installer\1b21709.msi
MSI (s) (DC:C8) [00:43:58:765]: APPCOMPAT: looking for appcompat database entry with ProductCode '{0C69483C-B0D2-4fb0-8C28-52EE0E783CEB}'.
MSI (s) (DC:C8) [00:43:58:765]: APPCOMPAT: no matching ProductCode found in database.
MSI (s) (DC:C8) [00:43:58:765]: MSCOREE not loaded loading copy from system32
MSI (s) (DC:C8) [00:43:58:765]: Machine policy value 'TransformsSecure' is 0
MSI (s) (DC:C8) [00:43:58:765]: User policy value 'TransformsAtSource' is 0
MSI (s) (DC:C8) [00:43:58:765]: Machine policy value 'DisablePatch' is 0
MSI (s) (DC:C8) [00:43:58:765]: Machine policy value 'AllowLockdownPatch' is 0
MSI (s) (DC:C8) [00:43:58:765]: Machine policy value 'DisableLUAPatching' is 0
MSI (s) (DC:C8) [00:43:58:765]: Machine policy value 'DisableFlyWeightPatching' is 0
MSI (s) (DC:C8) [00:43:58:781]: APPCOMPAT: looking for appcompat database entry with ProductCode '{0C69483C-B0D2-4fb0-8C28-52EE0E783CEB}'.
MSI (s) (DC:C8) [00:43:58:781]: APPCOMPAT: no matching ProductCode found in database.
MSI (s) (DC:C8) [00:43:58:781]: Transforms are not secure.
MSI (s) (DC:C8) [00:43:58:781]: Command Line: REMOVE=ALL CURRENTDIRECTORY=E:\Temp CLIENTUILEVEL=2 CLIENTPROCESSID=808
MSI (s) (DC:C8) [00:43:58:781]: PROPERTY CHANGE: Adding PackageCode property. Its value is '{6BA599B9-9F40-4D63-9EEE-5091D4431F40}'.
MSI (s) (DC:C8) [00:43:58:781]: Product Code passed to Engine.Initialize:           ''
MSI (s) (DC:C8) [00:43:58:781]: Product Code from property table before transforms: '{0C69483C-B0D2-4fb0-8C28-52EE0E783CEB}'
MSI (s) (DC:C8) [00:43:58:781]: Product Code from property table after transforms: '{0C69483C-B0D2-4fb0-8C28-52EE0E783CEB}'
MSI (s) (DC:C8) [00:43:58:796]: Note: 1: 1708
MSI (s) (DC:C8) [00:43:58:796]: Note: 1: 2729
MSI (s) (DC:C8) [00:43:58:796]: Note: 1: 2729
MSI (s) (DC:C8) [00:43:58:796]: Product: HealthFrame Family Edition 2.1 -- Installation failed.

MSI (s) (DC:C8) [00:43:58:812]: MainEngineThread is returning 1605
This action is only valid for products that are currently installed.
E:\Temp\install_healthframe_FamilyEdition_Release_2.1.4.msi
MSI (c) (28:4C) [00:43:58:921]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (28:4C) [00:43:58:921]: MainEngineThread is returning 1605
=== Verbose logging stopped: 07/12/2006 00:43:58 ===

Re: About

support@RecordsForLiving.com — Wed, 06 Dec 2006 08:27:51 GMT

Understood. Maybe this will work.

Please download:
ftp://ftp.recordsforliving.com/Pub/HealthFrame/(Special%20Testing%20Versions)/Install_HealthFrame_FamilyEdition_Release_2.1.4.msi

(thats the same version you currently have installed - but can be run directly with msiexec).

copy that file to some directory on your computer (e.g. c:\temp)
run a comamnd shell (Start/Run cmd.exe)
msiexec /x Install_HealthFrame_FamilyEdition_Release_2.1.4.msi /lv myHFLog.log

Running that msiexec will do the SAME THING as uninstalling from the Add/ Remove control panel, excpet that by running it from a command line, you can specify the logging option (/lv).

Please verify that the files were NOT properly uninstalled (left in your c:\program files\records for living directory).

And then please send me the logfile.

(then you can re-install HealthFrame - either by double clicking this MSI, or using your original installer.

This logfile will give me some ideas as to WHY your uninstall is not proceeding properly.

Thanks,
Support Team.

Re: About

Brian — Wed, 06 Dec 2006 08:02:41 GMT

Hello

Thanks for the offer, but as I am running a small network behind a firewall etc, I will have to decline your offer.

I have also uninstalled (using XPLite) some windows components and do not wish to reinstall them

It is really no problem as HealthFrame runs really well for me.

Tks

Brian Phelan

Re: About

support@RecordsForLiving.com — Wed, 06 Dec 2006 07:29:01 GMT

Well, it's helpfull that your installation problem is repeatable, but unfortunately we've been unable to reproduce it here.

Running the 2.1.4 installer should automatically un-install the 2.1.3 code first. That part appears to be working.

Your trouble appears to be that running the installation (whether from the 2.1.4 installer or directly from the Add/Remove Programs control panel) - 'appears' to run to completion, but in fact - is not truely deleting files.

That suggests that something in your registry is corrupted.

Perhaps we could schedule a time when someone from our support team could look at the registry on your computer? Perhaps even run the installation manually - from the command line - so that we can get a debugging log?

If you are willing to try this, please send email with possible times when we could connect to your computer (you will need about 30 minutes and a high speed internet connection). Send email to support@RecordsForLiving.com.

Thanks,
Support Team.

Re: About

Brian — Tue, 05 Dec 2006 21:11:20 GMT

Hello Team

Just installed ver 2.1.4

ABOUT still shows 2.1.3

Control Panel >Add/Remove Programs>Healthframe (Uninstalled)

The Entire Records for the Living > Healframe >Folders>Sub Folders and files are STILL THERE.

Will now Delete Entire Folder (Records for the Living) and do the update.

Updated to Ver 2.1.4 OK

For your information

Tks
Brian Phelan

Re: About

Brian — Mon, 04 Dec 2006 20:02:54 GMT

Sorry no idea, except to say that the folder/subfolders were still there.
Do not know if they contained files or not

Tks

Brian

Re: About

support@RecordsForLiving.com — Mon, 04 Dec 2006 18:43:55 GMT

Do you happen to recall what files you found left in:

c:\Program Files\Records For Living\HealthFrame v2\

after having un-installed?

It should have been deleted by the uninstaller (except in some rare cases where logfiles might still be there).

If we have some (rare) bug with our un-installer, we'd like to know so that we can begin tracking that down.

Of course - we are glad you have no successfully installed HealthFrame 2.1.3 ;-)

Thanks,

Support Team.

Re: About

Brian — Sun, 03 Dec 2006 22:11:29 GMT

Hello Team

I uninstalled HealthFrame completely and removed the directory (c:\Program Files\Records For Living),
then re-installed 2.1.3.

ABOUT is now showing correctly.

Thankew

Brian

Re: About

support@RecordsForLiving.com — Sun, 03 Dec 2006 10:10:48 GMT

The fact that you see the new 'Find Clinical Trials' plug-in does suggest that you have installed HealthFrame 2.1.3 (which obviously contradicts the version# you see).

Are you installing in the standard (default) disk location (c:\Program Files)?

As you suggested, taking the process in peices maybe the best way to proceed.

First download the 2.1.3 update.
Look at it (right click and say 'properties') - and verify that you have the right digitial signature, and that the version of the installer says '2.1.3'.
Un-install whatever version of HealthFrame you have
Verify that the c:\Program Files\Records For Living, Inc folder - and its contents - are gone (or at least that he program file is gone; of course this assumes you've installed to the default location).
Then run the new - 2.1.3 - installer.
When you have finsihed installing - the 'ReadMe' file that comes up ALSO displays the version of the software you've just installed.
Also from the 'Start/Program Files/Records For Living/' menu the 'Installation Notes' file also shows the version. Similarly for the Help file.
Then run HealthFrame, and check its version#.

I realize that's a lot of steps. You can skip whichever ones you want. But if you are trying to decompose the installation process, and see where things break down - these are the key points to look at to identify where the installation process is failing.

Thanks,
Support Team.

Re: About

Brian — Sun, 03 Dec 2006 09:23:02 GMT

Your Version

You appear to be running HealthFrame version 2.1.2.

A minor update is available

This minor update is completely free to customers with a HealthFrame 2.x license.

HealthFrame 2.1.3
This release fixes a bug with spaces at the end of a person-name; adds new OpenHealth services; clarfies startup screen in HealthFrame Viewer; provides better error messages with remote OpenHealth services; improved suggestions; disable 'install for this user only' from installer; automatic check for updates; and several other minor fixes.

Hello

It says I have 2.1.2 but I can see the new OHR plugin ( re: clinical trials)

I will do a complete uninstall/reinstall and see what happens

Tks

Brian

Just did the above and all is well Ver 2.1.3 showing

Re: About

support@RecordsForLiving.com — Sun, 03 Dec 2006 09:01:45 GMT

Good morning, Brian!

I tried reproducing the problem you reported, but I couldn't. When I see the About box it shows me version 2.1.3 (please see image below).

Please do me a favor and go to your Help / Check Online for Software Updates. What do you see?

Thanks and Happy Holidays!

Support Team

Records For Living

About

Brian — Sat, 02 Dec 2006 22:25:52 GMT

Hello

Just installed Ver 2.1.3
Updated/Installed fine but ABOUT still shows Ver 2.1.2

Pleas update

Thanks
Brian