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Tech Note 111

InTouch 7.0 Installation Issues

All Tech Notes and KBCD documents and software are provided "as is" without warranty of any kind. See the Terms of
Use for more information.

Topic#: 000719
Created: October, 1998
Updated: January 9, 2001

This Tech Note covers Wonderware InTouch 7.0/7.1 installation issues, including the following:

z installation requirements and tips;

z common installation questions;
z errors that may appear under Windows 95, Windows 98, Windows 98SE, and Windows 2000;
z errors that may appear under Windows NT 4.0.

Note: All information in this Tech Note applies to both InTouch 7.0 and 7.1, unless otherwise specified.

Required Reading

Before using this Tech Note, Wonderware Technical Support recommends you read the following documents first.

Refer to Tech Alert 4 for tables listing Wonderware FactorySuite 2000 components
and their supported Microsoft operating systems.

Review the Factory Suite release notes available during your InTouch Installation for the latest up to date install
instructions.

Refer to the following Tech Notes for related information:

z Tech Note 130 Manually Removing IndustrialSQL and SQLServer

z Tech Note 151 Tips on Converting Applications to InTouch 7.0 and Later
z Tech Note 179 Manual Uninstall for InTouch 7.0/7.1

Installation Requirements and Tips

1. InTouch 7.0, Service Pack 2, is supported on the following platforms:

z Windows 95, Service Pack 1

z Windows 95, OSR2
z Windows 98 Only (not SE)
z Windows NT 4.0 (refer to Tech Alert 4 for the latest OS patch support)

2. InTouch 7.1, is supported on the following platforms:

Note: Internet Explorer 5.0 or higher is required on all systems prior to installing InTouch 7.1.

z Windows 95, Service Pack 1

z Windows 95, OSR2
z Windows 98SE Only (Second Edition)
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z Windows NT 4.0 (refer to Tech Alert 4 for the latest OS patch support)

3. When upgrading versions of InTouch prior to version 4.11 on Microsoft Windows 3.1 and Windows for
Workgroups 3.11, you must first upgrade to InTouch version 5.6b. Next, upgrade the Operating System (typically
to Win95), and then install InTouch 7.0/7.1 and upgrade the application. Refer to Tech Note 151 for converting
applications.
4. The InTouch 7.0/7.1 installation program suggests the previous InTouch installation path by default. It is
acceptable to install InTouch 7.0/7.1 over an older version of InTouch; however, Wonderware Technical Support
recommends that you install InTouch 7.0/7.1 into the following directory:

c:\program files\factorysuite\intouch.

Note: If you choose to install InTouch 7.0/7.1 over an older version of InTouch, you will need to reinstall any 32-bit
wizards or script functions before you convert older applications to InTouch 7.0 /7.1.

5. Do not install InTouch into the FactorySuite 2000 common directory. InTouch should be installed into a separate
subdirectory under the FactorySuite parent directory.
6. You must exit all currently installed Wonderware programs and all other applications, such as Microsoft Office and
virus software, before installing any FactorySuite 2000 components.
7. If you are installing InTouch with any of the other FactorySuite 2000 components, it is recommended that you
install InTouch first. This also applies if InTouch is to be reinstalled after any of the other FactorySuite 2000
components have already been installed. For example, if InControl is installed before InTouch, you will need to
reinstall the InControl wizards after installing InTouch.
8. When installing InTouch 7.1 on a system running Microsoft Windows 95 OSR2, the following message will appear:

WinSock2 has been successfully installed. You must reboot for changes to take effect. Setup details can
be viewed in c:\windows\ws2setup.log. WinSock2 can be uninstalled by running
c:\windows\ws2backup\ws2backup.bat.

Click OK.

The installation will continue normally. It is not necessary to reboot the system. The InTouch Setup will
reboot the system at a later point.

9. InTouch 7.1 Setup will try to install Adobe Reader 3.0. If you have already installed Adobe Acrobat Reader 4.0,
cancel the Adobe Acrobat installation.
If Adobe Acrobat (*.PDF) files appear unreadable after Setup ends or is canceled, reboot your system.
10. When installing InTouch 7.1 on a Windows 95 OSR2.5 machine, the InTouch set up program is unable to
accurately detect when the installation of Adobe Acrobat Reader 3.0 is complete. As a result, you will see a Setup
Complete dialog box or a Reboot Required dialog box prior to the completion of the Adobe Acrobat Reader 3.0
install.

To work around this problem, do one of the following:

Go to the Common/Reader folder on the CD-ROM and run the Setup.Exe for Adobe Reader
3.0 prior to running any FactorySuite setup programs. When the FactorySuite Setup
program runs, it will detect that Adobe Reader 3.0 is already installed and will not start the
Adobe Reader 3.0 Setup program.

Or

When the Setup Complete dialog box or the Reboot Required dialog box appears, press
ALT+TAB to switch to the Adobe Acrobat Reader Setup and verify when installation is
complete, then switch back to the InTouch Setup and click OK to finish.

General Installation Questions

Why does the FactorySuite 2000 CD try to install Adobe Acrobat reader when it is already installed?

You probably have an older version of Adobe Acrobat Reader installed on your computer. The FactorySuite 2000
installation program can detect this every time you install a new FactorySuite 2000 component. To solve this problem,
install Acrobat Reader from the Factory Suite 2000 CD.
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How can I install InTouch 7.0/7.1 without a network card? I get a TCP/IP error and then the FactorySuite 2000 installation
program closes.

If you are using Windows 95, the easiest solution is to add a NetDDE Serial Interface. If you are using Windows NT, you
should add an MS Loopback Adapter by following these steps:

1. Log onto the Windows NT 4.0 system with a userid that has Administrator privileges. In the Windows Control
Panel, double-click the Network icon.
2. In the Network dialog box, click the Adapters tab and then click the Add button to add the MS Loopback Adapter.
3. In the Select Network Adapter dialog box, scroll down the Network Adapter list, click MS Loopback Adapter, and
then click the OK button.
4. In the MS Loopback Adapter Card Setup dialog box, you should see the default value of 802.3 appear for the
Frame Type. Click the OK button to accept the default value.
5. In the Windows NT Setup dialog box, enter the drive or directory that contains the Windows NT 4.0 CD-ROM and
then click the Continue button. The Windows NT 4.0 Setup program will copy the necessary files to your
computer’s hard drive. When it is finished, the MS Loopback Adapter will be installed. When the Network dialog
box appears, make sure the MS Loopback Adapter has been added to the Network Adapters list. Click the Close
button and reboot your computer when prompted.

After installing the MS Loopback Adapter, you might see the following error: System error 1130 has occurred. Not
enough server storage is available to process this command. This problem will occur if Windows NT is installed and
then the latest Service Pack is installed before the network card is installed. For example, this may occur with computers
that come from an OEM with Windows NT already installed. If Srv.sys is not present when the Service Pack is applied, it
will not be updated because Update.exe will only update components that are already installed on the Windows NT
system. When Windows NT starts up after the network card has been installed, Windows NT SRV.SYS is being used. To
correctly work with the rest of the updated system files, the Server service must be updated to the same version as the
installed Service Pack. To solve this problem, reinstall the Windows NT Service Pack.

When I attempt to start an application from the desktop, the Start menu, or from Explorer, one of the following error
messages appears:

“Access to the specified device, path or file is denied” or

“Unable to start InTouch services in NT 4.0 such as the WWLOGSVC service.”

This problem only affects applications whose executable files reside in subdirectories of the Program Files directory. What
causes this error?

This error is caused by applications that do not write quoted path strings containing long file names into the registry. The
execution of a process is handled by the Win32 CreateProcess() API. CreateProcess() is unable to distinguish between
spaces in long file names and spaces delimiting arguments to the function. If a quoted string is passed to the API,
CreateProcess() is able to make this distinction and launches the application as expected.

For example, the Knowledge Base requires an “8.3” MS-DOS file path for installing applications, wizards, and script
functions. The “8.3” refers to the classic MS-DOS file naming convention where a file name could be no more than 8
characters and its extension, following the period (.) no more than 3 characters. This same restriction applies to the
installation program that is used by the older 16-bit I/O servers from the FactorySuite 2000 CD-ROM. If you attempt to
install any of these programs to c:\program files\factorysuite\intouch, which is a long file path, the program will instead
wind up creating a c:\program directory.

Note If a 16-bit installation program creates a c:\program directory, do not delete the directory from File Manager or from
Windows Explorer.

Currently Microsoft is working on this problem. If a 16-bit installation program creates a c:\program directory, first identify
which programs were installed under the directory (you will need to reinstall these programs again later). Under Windows
NT 4.0, open a command prompt (cmd.exe) and use the MS-DOS move command to relocate this directory so that it is no
longer at the root level. Then, after it has been moved, you may delete it. Under Windows 95 you need to restart your
computer in MS-DOS and delete the c:\program directory.

When installing wizards, script functions, and applications from the KBCD be sure to install to a simple MS-DOS 8.3 type
file path, such as c:\kbcd\stuff. After the install is done, you can manually copy the files from this directory to c:\program
files\factorysuite\intouch.

My services do not start on my Windows NT 4.0 Server machine, why?

Generally, when your services do not start, you will receive errors such as “Administrative Account Required” or “Could
not start … XX Service”. To resolve this, you should set up an impersonation account. See the next question for details.
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How do I set up an impersonation account for the InTouch services?

To set up an impersonation account, open the User Administrator , and create a new user called wwservices. Setup the
user to be a local machine administrator with a password that never expires. Next, run the WWUSER.EXE program from
c:\program files\factorysuite\common. In the Wonderware Service User dialog box shown below, fill out all of the
values. Be sure to fill in the machine name under Domain/Machine edit field. This will avoid problems in the event that the
Domain goes down and is unable to evaluate the impersonation account.

After completing the Wonderware Service User dialog box, manually add the following services. Enter each of the lines
below, one at a time at the Windows Start/Run prompt and click OK after each one.

“c:\program files\factorysuite\common\wwlogsvc.exe” –install

“c:\program files\factorysuite\common\wwnetdde.exe” –install
“c:\program files\factorysuite\common\slssvc.exe” –install

Can InTouch 7.1 be installed over InTouch 7.0?

Yes. All related components (InSQL, InTrack, etc.,) should also be updated at the same time. See the next question for
an exception.

Why does the InTouch 7.0 splash screen show up after installing 7.1?

If Patch 01, 02, and 03 for InTouch 7.0 were installed, a second splash screen gets installed which is not overwritten by
the InTouch 7.1 install. Refer to Tech Alert 13.

Will an InTouch 7.0 license work with 7.1?

No. You must purchase/obtain a new 7.1 license when upgrading.

When installing InTouch for the first time in NT, I get the following message, Please shut down all Wonderware
programs before installing. What do I do?

This in normally caused when you are installing InTouch on a machine that is tied to a Novell network.

To solve this you must start the Windows NT task manager and look for a process running called WM.exe. This is a Novel
program that much be turned off when installing InTouch. The InTouch install thinks that the WindowMaker software is
running and will not let you install at that point.

Note: You may need Novel administrative rights in order to disable this program.

When ever I start InTouch, I get the following error messages: Error creating instance of the InTouch tag dictionary or
Could not load db.exe. Why?

This issue can occur when InTouch is installed on a system where there are programs running in the background, such as
a virus software. (All programs must be shut down during installation.) Four registry entries will not get created when this
occurs. To correct this problem you can either uninstall InTouch by following Tech Note 179 and then reinstall InTouch,
or contact Wonderware Technical Support to obtain a quick fix, ITTDDLL.REG.
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Errors That May Appear Under Windows 95/98/98SE/2000

“Setup unable to initialize install, script file may be bad, Error 502 or 423”

Run the InTouch 7.0 setup.exe directly from the \intouch directory on the FactorySuite 2000 Disc 1 CD.

“Invalid page fault in module MFC42.dll or Invalid page fault in module Intspt.dll”

Try either of the following suggestions:

1. Boot to MS-DOS and then rename the MFC42.DLL in the Windows System directory. Reboot the machine into
Windows and then uninstall InTouch and reinstall it again.
2. If you are using OEM versions of Windows, be aware that this is an unsupported product. You need to install an
“off–the–shelf” copy of Windows.

“Illegal operation - _INS0432 caused illegal page fault”

Try either of the following suggestions:

1. Boot to MS-DOS and rename the MFC42.DLL in the Windows95 System directory. Reboot the machine to
Windows. Uninstall InTouch 7.0 from the Control Panel Add/Remove program, then reinstall InTouch 7.0 from the
FactorySuite 2000 CD 1.
2. If you are using OEM versions of Windows, be aware that this is an unsupported product. You need to install an
“off–the–shelf” copy of Windows.

“Cannot find WWCLINTF.DLL”

Try the following suggestions:

1. Reboot the computer. It is possible that a dialog box from the installation program indicating the need to reboot
may be hidden behind another window on your desktop. Be aware that after installing any of the FactorySuite
2000 components, you must reboot the computer before you can run them.
2. You may have installed both the FactorySuite common files and the InTouch 7.0 component files into the same
physical directory. Manually remove this directory and reinstall the FactorySuite\Common and
FactorySuite\InTouch files to separate directories. Typically FactorySuite common is installed to c:\program
files\factorysuite\common, and InTouch 7.0 to c:\program files\factorysuite\intouch.

“Cannot load SQLMNGR.dll”

Uninstall InTouch 7.0 then reinstall it. This error can occur when upgrading older versions of InTouch to InTouch 7.0.
Typically, InTouch 7.0 should be installed to c:\program files\factorysuite\existing intouch.

“Cannot load itole2.dll”

Rename the itole2.dll and then reinstall InTouch and the Productivity Packs.

“Error occurs in compobj.dll during InTouch 7.0 installation”

Install the Windows 95 Service Pack 1 from Microsoft. This Service Pack was released in December 1995.

“Error = 1157 could not load library NetAPI32”

This problem is related to not having Network support installed and configured in Windows 95/98. The FactorySuite
installation program does mention this; however, when you attempt to run any product the license manager will mention
that Network support is not available. On Windows 95/98, the easiest solution is to add a NetDDE Serial Interface as a
simple placeholder.

“Illegal handle in comctl32.dll”

You must restart Windows in MS-DOS mode, rename COMCTL32.DLL, and then rename the newer COMCTL32.n (where
n is a numeric value) to COMCTL32.DLL. Then restart Windows.

"Error 0 checking files, oleaut32.dll continue"

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You must have a newer version of oleaut32.dll on the system. You must replace the v2.20.4111 with a newer version,
such as 2.20.4122.

"This version/Service Pack level of Windows was not tested at the time of release" or "Unsupported Operating System"

This occurs when installing InTouch 7.1 on Windows 98, because InTouch 7.1 is only supported on Windows 98SE
(Second Edition, version 4.10.222A).

This also occurs when installing InTouch 7.1 on Windows 2000. This message can be ignored in this case. Refer to Tech
Alert 4 for the latest patch release information regarding 7.1 compatibility with Windows 2000.

Errors That May Appear Under Windows NT 4.0

"Error Instantiating Tagname Dictionary"

This is caused when WindowMaker is started. WindowMaker will not run on Windows NT 4.0 systems that have
COMCAT.DLL v5.0. This is a Windows 9x specific DLL (DCOM98). This file is improperly installed on NT systems by
updates of certain Microsoft applications and will need to be replaced.

From the Start menu, click on Find and search for the COMCAT.DLL file. Next, right click on the file and click the
Version tab. If the version is 5.0 or greater, replace the existing file with version 4.7x. Register the new DLL using
RegSvr32.exe, then reinstall InTouch.

"Ordinal 6467 could not be located in MFC42.dll"

This error is caused hen one or more programs (i.e., virus software, MS Office task bar, etc.) are running during the install
of InTouch. All programs running in the background must be turned off until InTouch is completely installed.

Error loading Wc.exe ins at....."

This error occurs when InTouch 7.1 is installed on a machine that does not have Internet Explorer 5.0 on the machine.
Internet Explorer 5.0 must be on the machine prior to installing InTouch.

“OLE Main Thread Name RegSvr32.exe Ordinal not found 6442 MFC42.DLL” or

“The ordinal 6442 could not be located in the dynamic link library MFC42.DLL”

Rename MFC42.DLL. Rename the newer MFC42.n (where n is a numeric value) to MFC42.DLL, and then reinstall
InTouch 7.0.

“Install fail on SLSSVC.exe entry point not found with imagehlp.dll”

Version 4.00 of the Windows NT system32 directory’s imagehlp.dll needs to be installed. This error commonly occurs
when Windows NT 4.0 is installed as an upgrade to NT 3.51, or when Windows NT 4.0 is installed over Windows NT 4.0
beta. If necessary, you may need to reinstall Windows NT 4.0 with the Windows NT 4.0 Service Pack 3.

“Could not load wwpcomp.dll error”

This error appears when both the FactorySuite common files and the InTouch 7.0 component files are installed in the
same physical directory. Manually remove this directory and then reinstall the FactorySuite 2000 common files and the
InTouch 7.0 component files. Typically, the FactorySuite common files are installed to c:\program
files\factorysuite\common, and the InTouch 7.0 component files are installed to c:\program files\factorysuite\intouch.

“Event id 100 wwnetdde could not be found” or

“dlgcacwinname:_ins0432._mp_app error” or

“Could not find INS0432_mp.exe” or

“Installer error: c:\windows\temp\_in0432._mp” or

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“Digcac unknown winname ins0432_mp - unable to locate”

Resolving these errors could require a few hundred megabytes of free hard drive space. First, create a new directory on
your computer, such as c:\temp\InTouchSetup and then copy the entire InTouch subdirectory from the FactorySuite 2000
Disc 1 CD to the directory you just created . Next, copy the updated _SETUP.LIB and PSAPI.DLL files to the InTouch
subdirectory you copied to your computer, which would now be located at c:\temp\InTouchSetup\InTouch. Note that
_SETUP.LIB and PSAPI.DLL can be obtained by contacting Wonderware Technical Support. When prompted, select
Replace All, which will over-write the old versions. Next, run Setup.exe from this temporary directory you created on your
hard drive.

“Unable to connect to WWLogger service on node xx”

Run regedit.exe and delete the following registry key:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\WWLOGSVC

Reboot the computer and type the following command in the Start/Run command or at a command prompt: "D:\Program
Files\FactorySuite\Common\wwlogsvc.exe" –install (where the path is to the FactorySuite 2000 common directory).
See the answer to question 5 under the "General Installation Questions" of this Tech Note for more information on setting
up an impersonation account.

“Primary Domain Controller could not be found” or

Your login fails on install if the nodename has an underscore or is over 14 characters

Change the machine name so that it has 14 characters or less--15 characters or more are too many. Also, remove any
underscores from the machine name. If you have already installed InTouch, run the wwuser.exe utility from the c:\program
files\factorysuite\common directory.

“Error installing FACTORYSUITE 2000: Account not valid” or

“Account not valid”

Your domain server, which is used to validate your login, has failed or can no longer be found on the network. Try your
installation again after logging on as an Administrator to the local machine. Later, when the domain server is available,
you may reboot and log on normally. At that time you can change the impersonation account used by the services in
FactorySuite 2000 by running the wwuser.exe utility from the c:\program files\factorysuite\common directory. See the
answer to question 5 under the “General Installation Questions” of this Tech Note for more information on setting up an
impersonation account.

“Setup unable to initialize install, script file may be bad, Error 502 or Error code 423”

In this case, the autorun.inf file is not launching when the FactorySuite 2000 Disk 1 CD is inserted into the CD-ROM drive.
You can bypass this problem by running the InTouch Setup.exe program from the \intouch directory on the CD.

D. Boyd

The Tech Note is published occasionally by Wonderware Technical Support. Editors: Sabrina Abercromby and Kelly Hauser; Publisher:
Wonderware Corporation, 100 Technology Drive, Irvine CA 92618. There is also technical information on our software products at
www.wonderware.com/support/mmi, our WonderFax fax-on-demand system at (949) 450-5050, and the Comprehensive Support Knowledge
Base.