Reckon Accounts 2018 Installation Interrupted

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  • Updated 5 days ago
I am attempting to upgrade a customer from Accounts Premier 2017 to 2018 on their Quickbooks server (as they heavily use multi-user mode).  During the upgrade process, I encountered an issue where it crashed and just stopped.  I then attempted to manually uninstall Accounts 2017 and reinstall 2018 instead, which has started an endless series of installation interrupted messages.  To date I have tried:
  • Safe mode
  • Disabling print spooler
  • Disabling anti virus
  • Selective startup
  • Clean uninstall/install
  • Manual installation of .net 3.5.1 prior to installation
  • Every support article I can find on Reckon's official site or the forums
I have attempted all of these solutions with both out 2017 install and 2018.  I also tried contacting Reckon support 1 month ago (as the customer has a support licence) and have heard nothing back, which is nothing short of disgraceful.

Obviously Reckon is incapable of operating a support system, so the customer will be moving to MYOB next FY, but for now I need to get the installation online and stable.  Can anyone offer any other suggestions/alternatives that could get it up and running now?  As now they've been unable to use multi-user mode for 1.5 months which is causing huge headaches at the business.
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Blake

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Posted 1 month ago

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Rav, Community Manager

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Hi Blake,

Sorry to hear these issues have been ongoing for quite some time now.

Is there a Citrix environment at play in this specific situation?

If not, can you give me the Case ID number for the support request that was submitted on your contact with the team a month ago please.
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Blake

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No Citrix anywhere in the environment.

I think a case number popped up on screen when I hit submit, but I never got an email and (foolishly) forgot to write down the case number.  It was filed with the email address I've used on this account.
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Ilana Roitman

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Hi Blake

I had that problem updating too, but I always ask for a hard copy to be mailed to me, so I installed it from the CD and no problem
good luck


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Tim Spillman

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Are you trying to install it from a network drive??

Try not using the winzip installer, unzip the exe to a local drive and run setup program.
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Blake

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Neither of those suggestions have worked.

It's a VM so using the CD isn't a viable option (Hyper-V has no passthru), and I'm installing from a local drive.  I attempted to unzip and run setup - still no joy.
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Tim Spillman

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What’s the error? it’s listed in the event viewer. I’d suggest searching for registry entries for ‘intuit’, ‘Reckon’, ‘QuickBooks” and delete every entry to ensure it’s a clean installed. There is not risk deleting any entry as they shouldn’t been there when doing a clean install. Make sure there no services listed, remove if there is. Delete any folders associated with the program (don’t delete your data file) =)


Without remote access to your system. It’s guess work and assumptions.. I have installed and uninstalled this software countless times. 99% of the time it works as expected if strict procedure are followed.
(Edited)
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Blake

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I get events with error 1603 which also are accompanied by a WindowsInstallerCustomActions error.  I can get a proper dump tomorrow.

I have repeatedly removed stuff from the registry, removed all folders, removed any services etc...

(Edited)
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Tim Spillman

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Windows Installer 1603 errors are very common and basically means many things.

You don’t have the correct permissions.
Not enough drive space.
Program previously installed.
Many more....

As you have said previously the issues started after Crashed install, remnants of the install may still exist.

You need to do a clean install as Administrator, you may also need to a disk cleanup and remove windows installer files, clean Temp folder as well due to potential remnants.

This has been going on for over a month, what is the company using?
(Edited)
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Blake

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Hi Tim,

All of those have been checked.  I've done a clean install, I've removed all remnants as per the Reckon guide, I have done a disk cleanup, removed the Temp folder etc...

The company can use it in single user mode - the issue is that the company file server cannot be installed which means no multi-user.

Blake
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Tim Spillman

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Question: You say, you can not install the 'file server'. Which install option are you choosing??
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Blake

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I've tried both the "Company File Server" and Full Installation options.
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Tim Spillman

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If you like, drop me an email support@spillman.com.au, if you want me to take a look.