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Troubleshooting IEAK and Custom Packages

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This section lists some common issues that you may encounter when using the tools in Windows® Internet Explorer® Administration Kit 9 (IEAK 9), or when deploying or managing the customized version of Internet Explorer 9 that you created using IEAK 9.

What problems are you having?

  • I'm not able to locate specific pages in the Internet Explorer Customization Wizard 9.

  • Internet Explorer Setup fails on a user's computer.

  • The Internet Explorer Setup connection times out.

  • Users cannot uninstall Internet Explorer.

I'm not able to locate specific pages in the Internet Explorer Customization Wizard 9.

  • Cause: Various installation or configuration choices can prevent you from accessing certain pages in the Internet Explorer Customization Wizard 9.

  • Solution: Try the following:

    • Make sure you selected the correct version — Internet content provider (ICP), Internet service provider (ISP), or Corporate — during installation. For more information, see Customization Options for Specific Audiences.

    • On the Platform Selection page of this wizard, make sure you selected the correct operating system. Certain pages are not available for certain operating systems.

    • On the Feature Selection page of the wizard, make sure that all the features you want to customize are selected. Screens for a feature are not displayed if the check box for it is not selected.

Internet Explorer Setup fails on a user's computer.

  • Cause: Various issues can cause problems during Setup, including missing files, or issues with trust or URL monikers.

  • Solution: If Setup fails, you can troubleshoot errors using the Setup log file: IE9_main.log. The files document the entire setup process from the moment IE9Setup.exe is run until the download of the last .cab file is complete.

    When IE9Setup.exe is run, the log files are created in the folder where Windows is installed (typically, the C:\Windows folder). The log begins with the date and time Setup was launched and ends with the date and time it successfully downloads the last .cab file. As you go through the Setup Wizard, log entries are continually written to this file. It is the most informative log file for determining what caused a download failure and when the failure occurred. Most entries logged in this file are also written to the registry. This data is recorded to assist with safe recovery.

    The error codes can help you determine what Setup was doing when it failed, and also help you determine the cause of the failure.

Log entries:

Log Entry Meaning

0

Initializing, making a temporary folder, and checking disk space.

1

Checking for all dependencies.

2

Downloading files from the server.

3

Copying files from download location to temporary installation folder.

4

Restarting download and retrying Setup, because of a time-out error or other download error.

5

Checking trust and checking permissions.

6

Extracting files.

7

Running Setup program (an .inf or .exe file).

8

Installation is finished.

9

Download finished, and all files are downloaded.

Common error codes:

Error Code Meaning

80100003

Files are missing from the download folder during installation.

800bxxxx

An error code starting with 800b is a trust failure.

800Cxxxx

An error code starting with 800C is a Urlmon.dll failure.

The Internet Explorer Setup connection times out.

  • Cause: Setup has the ability to switch servers during an installation to maintain maximum throughput or to recover from a distribution site that is not responding. Switching servers occurs when Setup detects no throughput or less than one byte in two minutes.

    If a connection times out, Setup tries to connect to the next download site in the list. The process continues at the beginning of the partially downloaded .cab file. If a connection times out and Setup does not switch servers, it attempts to reconnect to the download site and continue the setup process at the point where it left off. If a connection to the download site cannot be established, Setup asks if you want to stop the installation or try again.

  • Resolution: If the first site is down (for example, as a result of server problems), Setup is unable to locate the remaining sites by default. A workaround involves overwriting the first site with the following command:

    <path>\ie9setup.exe /C:"ie9wzd.exe /S:""<path>\ie9setup.exe"" /L:""http://your_Web_server/your_Web_site/ie9sites.dat"""

    <path> is the folder where IE9setup.exe is located.

Users cannot uninstall Internet Explorer.

Cause: If you cannot use Add or Remove Programs in Control Panel to uninstall Internet Explorer, uninstall information might not be on the computer.

  • Resolution: You should start by reviewing the uninstall log, IE9Uninst.log, which is located in the C:\Windows folder. This log covers the entire process sequentially, including every file addition or removal; every registry addition, change, or removal; and any dialog boxes shown to the user.

    Next, try uninstalling directly. The backup folder for Internet Explorer 9 is <systemdrive>\Windows\$ie9$ and the uninstall file is Spunist.exe.

    Also, if you are using the Corporate version of IEAK 9, confirm that you did not inadvertently select the Disable saving uninstall information check box in Corporate Install. If you did this, you are prevented from uninstalling Internet Explorer in the future.

Additional references