Installation Failure

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Installation Failure

Postby skartz » 26 May 2017, 00:02

Hello,

I am a longtime Quark user running 2016. I just downloaded the 2017 installer and ran it on my iMac running MacOS 10.11.6. After launching the app I chose 3-Day Test Drive for the Americas region to take this new version for a spin before making a decision to purchase the upgrade. However, after putting in my user information --> going to the summary page and clicking on Continue, it prompts me with an administration authorization dialogue stating "QuarkXPress 2017 wants to make changes. Type your password to allow this.", so I do, then I immediately get shown "Setup Failed" with a big red circled X saying "The system encountered an unknown error. Contact Quark Customer Support."

What gives?
skartz
 
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Re: Installation Failure

Postby Ramesh Yella » 26 May 2017, 04:21

Hello skartz,

Have you copied QuarkXPress 2017 app to Application folder? or did you try launching it from mounted dmg?
if you still face the issue, please try copying the QuarkXPress 2017 application to a different folder on Desktop and create a local Preferences and relaunch to see if it help.

Also, check for Mac OS system console for any additional information on error you are getting.

Regards,
Ramesh
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Re: Installation Failure

Postby Rohit Bajaj (Quark) » 26 May 2017, 04:35

Hello Skartz,

Can you kindly send me the following files to troubleshoot the issue - at rbajaj@quark.com.

1: MacHD\Users\UserName\Library\Logs\Quark\Insstaller\com.QuarkXPress.2017.installer.log
2: MacHD\Private\Var\Log\qxphelper.err.log (Press Cmd+Shift+G and then Write Private in the field that gets dispalyed)

Thanks
Rohit
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Re: Installation Failure

Postby skartz » 24 Jul 2017, 23:03

Hello, Rohit,

I’ve sent you an email and attached my Installer log. I looked in the /Private/Var/Log/ folder but there is no qxhelper.err.log file in there, only the quarkupdatehelper.err.log.

I just tried the latest Demo installer trying to install the 7-day trial without success.

Regards,
Shane
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Re: Installation Failure

Postby skartz » 15 Aug 2017, 00:02

I am still waiting for a viable solution to this issue.
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Re: Installation Failure

Postby Ramesh Yella » 15 Aug 2017, 07:28

Hi Shane,

Have you copied QuarkXPress 2017 to Applications folder?
Also, did you try creating new folder on desktop and creating local Preferences folder?

Please forward the logs again to ryella@quark.com.

Thanks,
Ramesh
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Re: Installation Failure

Postby skartz » 16 Aug 2017, 16:13

I don't know what you mean by "local preferenced folder"?

Yes. Quark is in the Applications folder.
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Re: Installation Failure

Postby Ramesh Yella » 17 Aug 2017, 04:16

hi Shane,

Just sent you PM with steps to create local Preferences.

I have also sent you my email address, please let me know the results.

Thanks,
Ramesh
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