Troubleshooting MailSite 6 and later Installer Issues

This document details how to troubleshoot installer issues with MailSite 6.1.x and later.

MailSite 6.1.x and later installers create 4 log files during the install/upgrade. In the event of a problem, these files will be vital for Rockliffe Support and Engineering to determine what went wrong during the install/upgrade.

The log files can be found in the following locations:

1. C:\Documents and Settings\[User name]\Local Settings\Temp\setup.msi.log
2. C:\Documents and Settings\[User name]\Local Settings\Temp\mailsitesetup.log
3. C:\WINDOWS\mscustactdebug.log
4. C:\WINDOWS\mscustacterror.log
5. or C:\WINDOWS\system32\mscustactdebug.log
6. or C:\WINDOWS\system32\mscustacterror.log

Note that the first 2 files may be hidden

If you experience problems with the MailSite 6.1.x installer then please seach for the above files. Then proceed to open a case from the Rockliffe User Room. You will receive a receipt for the open ticket. Use this receipt and forward the four log files mentioned above to support@rockliffe.com.

If the installer appears to 'hang' for an excessive period of time in one state: This is generally seen only on upgrades from version 5.x.x and is due to the installer reassigning permissions on the MailSite directory with very large Spool\Dead and/or \express\web\cache folders. In such case, abort the upgrade, delete the contents of the \Spool\Dead and \express\web\cache folders and retry the upgrade.