Error when installing GFI Faxmaker connector for eCopy

Versions / Builds Affected

2013 Service Release 3 (build 20131008)

Status

Open

Problem Summary

Installation fails - "error 1721.There is a problem with this Windows Installer package"

TT / JIRAID

611

How to Identify

The connector will not install, fails with the error below. error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: CA_RegConnector, location: C:\Program Files (x86)\Nuance\ShareScan5.2\Server\Server\, command: C:\Program Files (x86)\Nuance\ShareScan5.2\Server\Server\RegisterConnector.exe /r "C:\Program Files (x86)\Nuance\ShareScan5.2\Server\Server\." "C:\Program Files (x86)\Nuance\ShareScan5.2\Server\Server\Connectors\GFIFaxMakerConnector\GFIFaxMakerConnector.dll" MSI (s) (94:40) [16:15:07:485]: Product: GFI FaxMaker eCopy ShareScan Connector -- Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: CA_RegConnector, location: C:\Program Files (x86)\Nuance\ShareScan5.2\Server\Server\, command: C:\Program Files (x86)\Nuance\ShareScan5.2\Server\Server\RegisterConnector.exe /r "C:\Program Files (x86)\Nuance\ShareScan5.2\Server\Server\." "C:\Program Files (x86)\Nuance\ShareScan5.2\Server\Server\Connectors\GFIFaxMakerConnector\GFIFaxMakerConnector.dll"

Workaround / Fix Details

1.Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Nuance\ShareScan 2.Make a backup copy of the key 3.Locate "InstallLocation", edit to remove the "Server\" at the end of the key. 4.Run the installation (see below) -In order to install the GFI FaxMaker Nuance eCopy ShareScan Connector: -Close Nuance eCopy ShareScan Administration Console -Download the GFI FaxMaker Nuance eCopy ShareScan Connector setup file to the Nuance eCopy ShareScan server -Run the setup file and click Install -Click Finish Note: During installation, some Nuance eCopy ShareScan services may be stopped by the installer. 5.IMPORTANT once installation completes, put the "Server\" back on then end of the key.

Required Actions

Follow instructions in work around, no need to escalate. Development is aware of the issue, this article will be updated when the issue is resolved.