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Nessoft Knowledge Base

Problem Installing MultiPing or PingPlotter Freeware

Question

I'm having problems installing one of your products. What's the solution?

Answer

We use several different installer technologies. If you're using PingPlotter Freeware or MultiPing, these instructions apply to you - these programs use Windows Installer and the "MSI" format to reliably install the software.

There are a few "easy" things you can do to try and get the installer to work.

Make sure you have the latest version. If you didn't download from our web site, please make sure you download it directly from us at http://www.nessoft.com
Look in Add/Remove programs and see if the software is already installed. If it is, please uninstall it and then try installing again. This can sometimes be a problem if you have an older or newer version already installed.
Try disabling your virus scanner after you've downloaded. You can explicitly scan before and after doing the install, but we've had spotty reports over the years of changes in a virus scanner (usually short-lived) that causes install problem.

If none of those steps help, we probably need to create a log file that helps us troubleshoot, and then send it to our support team at support@nessoft.com. To create that log, do the following (the explicit instructions here assume you're using Windows 7 - you may need to modify the instructions a bit if you're running some other operating system).

To create an install log, we need to run the installer with a custom command line parameter. This parameter is: /log "path to file". Here are explicit instructions on how to do that:

Open a command prompt (in Start, Search box, enter "cmd" no quote, then click the icon when it appears).
Drag the PingPlotter installer into the command prompt and drop it there. Some text will automatically be entered with a full path.
Add this text to the end of the prompt: /log "%AppData%\PP_Install.log". When done, it should look something like this:

c:\Users\(your name)> C:\Users\(your name)\Downloads\pngplt_1.exe /log "%AppData%\Install.log"
Hit enter, then let the installer run, and when it's done (and has gotten the error), confirm all messages to close the installer.
Still from the command prompt, enter "Start %AppData%" and hit enter. You should get a folder opening with your AppData path, and in that will be a file called "Install.log". Send an email to support@nessoft.com describing your issue and attach that file.
Once you've sent the email, delete the install.log and close all the windows we just opened. When we get your email, we'll get back to you with feedback on how to solve this.

This is not at all a common problem, so thanks for your patience!

Article Number: 92 | Rating: Unrated | Last Updated: Sat, Jan 14, 2012 at 6:02 PM

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