Troubleshooting a new installation

To recover from failure on a new installation, do the following:

Check the install log to determine the installation phase where the failure occurred.
Analyze error messages to determine what failed.
Read the relevant topic below for troubleshooting tips.

Phase One (interview) failures


Symptom	Solution
You receive error messages that indicate validation has failed	Ensure that you set up installation users correctly, and that you are logged in as the correct user for your platform. See Setting Up Users and Permissions. Carefully check the answers you provided for technical accuracy, typographical errors, invalid characters, and character length limitations. For more information, see the Installation Worksheets. Correct errors, and proceed until Phase 1 has successfully completed.

Phase Two (file delivery) failures


Symptom	Solution
A file is in use, and the installer cannot delete it.	Locate the process that is using the file and ensure that it is terminated. Delete the contents of %GENDIR%\install. Delete all files that have been delivered. Run the installation program again. Choose the Reload option to re-deliver files and run the perl scripts.
There is a problem setting permissions	Ensure that you set up installation users correctly, and that you are logged in as the correct user for your platform. See Setting Up Users and Permissions. Delete the contents of %GENDIR%\install. Delete all files that have been delivered. Run the installation program again. Choose the Reload option to re-deliver files and run the perl scripts.

Phase Three (perl script) failures

If the install fails during running of the perl scripts you will need to do further evaluation before deciding how to proceed. Phase 3 can be split into two categories: during or after ‘Activating Core Admin Utilities’.


Symptom	Solution
Install fails while install-core.pl (Activating Core Admin Utilities) is running	Correct the problem that caused the failure Try to re-run the install as an update to an existing Environment. If you see your Environment as an update option, or see options to Reload, Restart, or Delete, continue with the install. If you do not see your Environment in the list, go through the cleanup for Phase 2 failures and re-run the installation program again as a new install. If your install.cfg file is intact, the interview questions will display with your values already populated. You can change values if needed.
Install fails after install-core.pl has successfully completed. Common causes are: The database is not running The LDAP is not running Bouncy Castle is not configured correctly You forgot to load the ldif file Process Server ports specified during the interview are in use by another server	Locate the error messages Correct the problem that caused the failure Re-run the install, choosing the Restart option. The Restart option does not re-deliver files. It does re-run the perl scripts.