Installer – "We're sorry: An error occured installing Tobii…"

[Christopher Gracia]

I keep receiving an error when trying to install the drivers and software for my EyeX. I do not have Tobii software installed on this computer. Any tips would be great.

[Willian]

I had the same problem with my EyeX. Did you find any solution?

[Christopher Gracia]

No, I found nothing to fix it. I ended up loading up a Hyper-V virtual machine with Windows 8 and set that up instead. It worked on there. I wish they would provide some kind of answer or at least tips.

I am wondering if they packaged some non-tobii software inside the installer that is conflicting with my other software.

[Willian]

I will try that solution.
My EyeX only blinks the ligths when connected on USB port.

[Willian]

Christopher,

Did you say that solve installing Windows 8 on Hyper-V.
I’m using Windows 7 and I don’t know how to install Hyper-V on Windows 7 Pro.
How did you do?

I’ve tryed Virtual PC, but it don’t support Windows 8 as a guest.

[Christopher Gracia]

Yes, I am using Windows 8. I did a quick google search and found that Hyper-V replace Windows Virtual PC from Windows 7. Here is the link to download it, if you want to give that a try:

Windows Virtual PC

I feel like VirtualBox should also work, if you are familiar with that.

[Roland [Tobii]]

Did you both try uninstalling all Tobii software before (there are multiple entries in the programs list)? If this did not work, it would be helpful if you could post your InstallationGuide.log from the c:/programdata/Tobii folder.

[Christopher Gracia]

Thanks. Knowing where that log was allowed me to troubleshoot it myself. The error in my log was:
=======================================
Application start date: 5/28/2014
Application start time: 8:55:24 PM
Product version: 0.8.16
Package type: OEM
=======================================

8:55:24 PM INFO Start Tobii EyeX installer.
8:55:24 PM INFO ServiceInstallTarget created for service TobiiUSBService.
8:55:24 PM INFO ServiceInstallTarget created for service Tobii EyeX Controller Service.
8:55:24 PM WARNING ‘C:\Users\Christopher\AppData\Local\Temp\tobii-114428205521\AdditionalComponents\components.xml’ not found.
8:56:53 PM INFO InstallationPageModel: Preparing for installation.
8:56:53 PM INFO InstallationPageModel: Target: Tobii USB Service
8:57:53 PM ERROR Installation failed for file: C:\Users\Christopher\AppData\Local\Temp\tobii-114428205521\CoreComponents\TobiiUSBService_1.3.2.45.msi
Tobii.InstallationGuide.InstallationException: The Windows Installer service is busy. Try again when the running installation process has finished.
at Tobii.InstallationGuide.InstallationTarget.DoInstall(TimeSpan timeout)
8:57:53 PM INFO InstallationPageModel: Target finished.
8:57:53 PM INFO InstallationPageModel: Target: Tobii EyeX Controller Driver
8:58:53 PM ERROR Installation failed for file: C:\Users\Christopher\AppData\Local\Temp\tobii-114428205521\CoreComponents\TobiiIS3Driver_0.9.3.msi
Tobii.InstallationGuide.InstallationException: The Windows Installer service is busy. Try again when the running installation process has finished.
at Tobii.InstallationGuide.InstallationTarget.DoInstall(TimeSpan timeout)
8:58:53 PM INFO InstallationPageModel: Target finished.
8:58:53 PM INFO InstallationPageModel: Target: Tobii EyeX Controller Service
8:59:53 PM ERROR Installation failed for file: C:\Users\Christopher\AppData\Local\Temp\tobii-114428205521\CoreComponents\TobiiIS3TetServer_0.9.7.msi
Tobii.InstallationGuide.InstallationException: The Windows Installer service is busy. Try again when the running installation process has finished.
at Tobii.InstallationGuide.InstallationTarget.DoInstall(TimeSpan timeout)
8:59:53 PM INFO InstallationPageModel: Target finished.
8:59:53 PM INFO InstallationPageModel: Target: Tobii EyeX
9:00:53 PM ERROR Installation failed for file: C:\Users\Christopher\AppData\Local\Temp\tobii-114428205521\CoreComponents\EyeX_0.8.16.811-alpha.msi
Tobii.InstallationGuide.InstallationException: The Windows Installer service is busy. Try again when the running installation process has finished.
at Tobii.InstallationGuide.InstallationTarget.DoInstall(TimeSpan timeout)
9:00:53 PM INFO InstallationPageModel: Target finished.
9:00:53 PM INFO InstallationPageModel: All installation targets have finished but not all of them succeeded.
9:00:56 PM WARNING Tobii EyeX installer instance already active. Switch to existing instance.

So, I went to an Admin Command Line to ensure that the Windows Installer Service was running and after I did this command: “net start MSIServer”, the installer worked. Maybe the installer could handle this error by running that command in the background as it was a simple fix. I am still a bit confused on why no other installers have giving me an issue like this.

Here is the KB Article link: http://support.microsoft.com/kb/2642495

[Tobias Oberdörfer]

I have also a problem like that, but at my InstallationGuide.log is written:

=======================================
Application start date: 08.07.2014
Application start time: 20:21:59
Product version: 0.8.17
Package type: OEM
=======================================

20:22:00 INFO Start Tobii EyeX installer.
20:22:00 INFO ServiceInstallTarget created for service TobiiUSBService.
20:22:00 INFO ServiceInstallTarget created for service Tobii EyeX Controller Service.
20:22:00 WARNING ‘D:\Users\Tobi_Spiel\AppData\Local\Temp\tobii-11468202154\AdditionalComponents\components.xml’ not found.
20:22:33 INFO InstallationPageModel: Preparing for installation.
20:22:33 INFO InstallationPageModel: Target: Tobii USB Service
20:22:33 INFO MSI file installation starting: ‘D:\Users\Tobi_Spiel\AppData\Local\Temp\tobii-11468202154\CoreComponents\TobiiUSBService_1.3.2.45.msi REBOOT=ReallySuppress ALLUSERS=1’.
20:22:34 INFO MSI installation succeeded (version 1.3.2.45).
20:22:34 INFO MSI installation was successful.
20:22:34 INFO Wait for service TobiiUSBService to be up and running…
20:22:34 INFO ServiceController: Service TobiiUSBService serviceExists=True
20:22:34 INFO ServiceController: Service TobiiUSBService isRunning=True, status=Running
20:22:34 INFO InstallationPageModel: Target finished.
20:22:34 INFO InstallationPageModel: Target: Tobii EyeX Controller Driver
20:22:34 INFO MSI file installation starting: ‘D:\Users\Tobi_Spiel\AppData\Local\Temp\tobii-11468202154\CoreComponents\TobiiIS3Driver_0.9.4.msi REBOOT=ReallySuppress ALLUSERS=1’.
20:22:35 INFO MSI installation succeeded (version 0.9.4).
20:22:35 INFO MSI installation was successful.
20:22:35 INFO InstallationPageModel: Target finished.
20:22:35 INFO InstallationPageModel: Target: Tobii EyeX Controller Service
20:22:35 INFO MSI file installation starting: ‘D:\Users\Tobi_Spiel\AppData\Local\Temp\tobii-11468202154\CoreComponents\TobiiIS3TetServer_0.9.8.msi REBOOT=ReallySuppress ALLUSERS=1’.
20:22:39 INFO MSI installation succeeded (version 0.9.8).
20:22:39 INFO MSI installation was successful.
20:22:39 INFO Wait for service Tobii EyeX Controller Service to be up and running…
20:22:39 INFO ServiceController: Service Tobii EyeX Controller Service serviceExists=True
20:22:39 INFO ServiceController: Service Tobii EyeX Controller Service isRunning=True, status=Running
20:22:39 INFO InstallationPageModel: Target finished.
20:22:39 INFO InstallationPageModel: Target: Tobii EyeX
20:22:39 INFO MSI file installation starting: ‘D:\Users\Tobi_Spiel\AppData\Local\Temp\tobii-11468202154\CoreComponents\EyeX_0.8.17.1196-alpha.msi REBOOT=ReallySuppress ALLUSERS=1’.
20:22:45 ERROR Microsoft Installer error code 1603.
20:22:45 ERROR Installation failed for file: D:\Users\Tobi_Spiel\AppData\Local\Temp\tobii-11468202154\CoreComponents\EyeX_0.8.17.1196-alpha.msi
Tobii.InstallationGuide.InstallationException: Could not install the installer package ‘D:\Users\Tobi_Spiel\AppData\Local\Temp\tobii-11468202154\CoreComponents\EyeX_0.8.17.1196-alpha.msi’: Schwerwiegender Fehler bei der Installation.
bei Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.RunInstaller()
bei Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.DoSpecificTargetInstallation()
bei Tobii.InstallationGuide.InstallationTarget.DoInstall(TimeSpan timeout)
Microsoft.Deployment.WindowsInstaller.InstallerException: Schwerwiegender Fehler bei der Installation.
bei Microsoft.Deployment.WindowsInstaller.Installer.CheckInstallResult(UInt32 ret)
bei Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.RunInstaller()
20:22:45 INFO InstallationPageModel: Target finished.
20:22:45 INFO InstallationPageModel: All installation targets have finished but not all of them succeeded.

Please Help I’ve tried to do that with the cmd command: “net start MSIServer”, but it says that it’s already runnig.

[Willian]

I installed Windows 8.1 and work perfectly. I’ve tried install on two differents computers with Windows 7 without success.

[Tobias Oberdörfer]

How?? Did you deinstall windows 7 and install windows 8.1???

[Willian]

No! I didn’t remove Windows 7. I installed Windows 8 on another partition of my disk. And now, I’m using Windows 8.1 for Eye Tracking development. I hope Tobii guys support find a solution for the problem of installer on Windows 7, but I don’t want to concern myself about this.

[Lander Lamotte]

I’ve been experiencing the same error as Tobias Oberdörfer.

If i run the installer it seems to say that I don’t have enough rights to write in my registry. I did run the msi package as admin but to no avail.

[Luis]

I am facing the same problem. Bellow is my log

19:34:05 INFO MSI file installation starting: ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-114610193352\CoreComponents\EyeX_0.8.17.1196-alpha.msi REBOOT=ReallySuppress ALLUSERS=1’.
19:34:06 ERROR Microsoft Installer error code 1603.
19:34:06 ERROR Installation failed for file: C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-114610193352\CoreComponents\EyeX_0.8.17.1196-alpha.msi
Tobii.InstallationGuide.InstallationException: Could not install the installer package ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-114610193352\CoreComponents\EyeX_0.8.17.1196-alpha.msi’: Erro fatal durante a instalação.
em Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.RunInstaller()
em Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.DoSpecificTargetInstallation()
em Tobii.InstallationGuide.InstallationTarget.DoInstall(TimeSpan timeout)
Microsoft.Deployment.WindowsInstaller.InstallerException: Erro fatal durante a instalação.
em Microsoft.Deployment.WindowsInstaller.Installer.CheckInstallResult(UInt32 ret)
em Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.RunInstaller()
19:34:06 INFO InstallationPageModel: Target finished.
19:34:06 INFO InstallationPageModel: All installation targets have finished but not all of them succeeded.

=======================================
Application start date: 10/07/2014
Application start time: 19:36:04
Product version: 0.8.17
Package type: OEM
=======================================

19:36:04 INFO Start Tobii EyeX installer.
19:36:04 INFO ServiceInstallTarget created for service TobiiUSBService.
19:36:04 INFO ServiceInstallTarget created for service Tobii EyeX Controller Service.
19:36:04 WARNING ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-11461019360\AdditionalComponents\components.xml’ not found.
19:36:06 INFO InstallationPageModel: Preparing for installation.
19:36:06 INFO InstallationPageModel: Target: Tobii USB Service
19:36:06 INFO MSI file installation starting: ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-11461019360\CoreComponents\TobiiUSBService_1.3.2.45.msi REBOOT=ReallySuppress ALLUSERS=1’.
19:36:06 INFO MSI installation succeeded (version 1.3.2.45).
19:36:06 INFO MSI installation was successful.
19:36:06 INFO Wait for service TobiiUSBService to be up and running…
19:36:06 INFO ServiceController: Service TobiiUSBService serviceExists=True
19:36:06 INFO ServiceController: Service TobiiUSBService isRunning=True, status=Running
19:36:07 INFO InstallationPageModel: Target finished.
19:36:07 INFO InstallationPageModel: Target: Tobii EyeX Controller Driver
19:36:07 INFO MSI file installation starting: ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-11461019360\CoreComponents\TobiiIS3Driver_0.9.4.msi REBOOT=ReallySuppress ALLUSERS=1’.
19:36:07 INFO MSI installation succeeded (version 0.9.4).
19:36:07 INFO MSI installation was successful.
19:36:07 INFO InstallationPageModel: Target finished.
19:36:07 INFO InstallationPageModel: Target: Tobii EyeX Controller Service
19:36:07 INFO MSI file installation starting: ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-11461019360\CoreComponents\TobiiIS3TetServer_0.9.8.msi REBOOT=ReallySuppress ALLUSERS=1’.
19:36:07 INFO MSI installation succeeded (version 0.9.8).
19:36:07 INFO MSI installation was successful.
19:36:07 INFO Wait for service Tobii EyeX Controller Service to be up and running…
19:36:07 INFO ServiceController: Service Tobii EyeX Controller Service serviceExists=True
19:36:07 INFO ServiceController: Service Tobii EyeX Controller Service isRunning=True, status=Running
19:36:08 INFO InstallationPageModel: Target finished.
19:36:08 INFO InstallationPageModel: Target: Tobii EyeX
19:36:08 INFO MSI file installation starting: ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-11461019360\CoreComponents\EyeX_0.8.17.1196-alpha.msi REBOOT=ReallySuppress ALLUSERS=1’.
19:36:09 ERROR Microsoft Installer error code 1603.
19:36:09 ERROR Installation failed for file: C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-11461019360\CoreComponents\EyeX_0.8.17.1196-alpha.msi
Tobii.InstallationGuide.InstallationException: Could not install the installer package ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-11461019360\CoreComponents\EyeX_0.8.17.1196-alpha.msi’: Erro fatal durante a instalação.
em Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.RunInstaller()
em Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.DoSpecificTargetInstallation()
em Tobii.InstallationGuide.InstallationTarget.DoInstall(TimeSpan timeout)
Microsoft.Deployment.WindowsInstaller.InstallerException: Erro fatal durante a instalação.
em Microsoft.Deployment.WindowsInstaller.Installer.CheckInstallResult(UInt32 ret)
em Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.RunInstaller()
19:36:09 INFO InstallationPageModel: Target finished.
19:36:09 INFO InstallationPageModel: All installation targets have finished but not all of them succeeded.

=======================================
Application start date: 10/07/2014
Application start time: 19:45:41
Product version: 0.8.17
Package type: OEM
=======================================

19:45:41 INFO Start Tobii EyeX installer.
19:45:41 INFO ServiceInstallTarget created for service TobiiUSBService.
19:45:41 INFO ServiceInstallTarget created for service Tobii EyeX Controller Service.
19:45:41 WARNING ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-114610194538\AdditionalComponents\components.xml’ not found.
19:45:44 INFO InstallationPageModel: Preparing for installation.
19:45:44 INFO InstallationPageModel: Target: Tobii USB Service
19:45:44 INFO MSI file installation starting: ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-114610194538\CoreComponents\TobiiUSBService_1.3.2.45.msi REBOOT=ReallySuppress ALLUSERS=1’.
19:45:46 INFO MSI installation succeeded (version 1.3.2.45).
19:45:46 INFO MSI installation was successful.
19:45:46 INFO Wait for service TobiiUSBService to be up and running…
19:45:46 INFO ServiceController: Service TobiiUSBService serviceExists=True
19:45:46 INFO ServiceController: Service TobiiUSBService isRunning=True, status=Running
19:45:46 INFO InstallationPageModel: Target finished.
19:45:46 INFO InstallationPageModel: Target: Tobii EyeX Controller Driver
19:45:46 INFO MSI file installation starting: ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-114610194538\CoreComponents\TobiiIS3Driver_0.9.4.msi REBOOT=ReallySuppress ALLUSERS=1’.
19:45:47 INFO MSI installation succeeded (version 0.9.4).
19:45:47 INFO MSI installation was successful.
19:45:47 INFO InstallationPageModel: Target finished.
19:45:47 INFO InstallationPageModel: Target: Tobii EyeX Controller Service
19:45:47 INFO MSI file installation starting: ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-114610194538\CoreComponents\TobiiIS3TetServer_0.9.8.msi REBOOT=ReallySuppress ALLUSERS=1’.
19:45:48 INFO MSI installation succeeded (version 0.9.8).
19:45:48 INFO MSI installation was successful.
19:45:48 INFO Wait for service Tobii EyeX Controller Service to be up and running…
19:45:48 INFO ServiceController: Service Tobii EyeX Controller Service serviceExists=True
19:45:48 INFO ServiceController: Service Tobii EyeX Controller Service isRunning=True, status=Running
19:45:48 INFO InstallationPageModel: Target finished.
19:45:48 INFO InstallationPageModel: Target: Tobii EyeX
19:45:48 INFO MSI file installation starting: ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-114610194538\CoreComponents\EyeX_0.8.17.1196-alpha.msi REBOOT=ReallySuppress ALLUSERS=1’.
19:45:49 ERROR Microsoft Installer error code 1603.
19:45:49 ERROR Installation failed for file: C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-114610194538\CoreComponents\EyeX_0.8.17.1196-alpha.msi
Tobii.InstallationGuide.InstallationException: Could not install the installer package ‘C:\Users\milen_000.HP-CASA\AppData\Local\Temp\tobii-114610194538\CoreComponents\EyeX_0.8.17.1196-alpha.msi’: Erro fatal durante a instalação.
em Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.RunInstaller()
em Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.DoSpecificTargetInstallation()
em Tobii.InstallationGuide.InstallationTarget.DoInstall(TimeSpan timeout)
Microsoft.Deployment.WindowsInstaller.InstallerException: Erro fatal durante a instalação.
em Microsoft.Deployment.WindowsInstaller.Installer.CheckInstallResult(UInt32 ret)
em Tobii.InstallationGuide.MicrosoftInstallerInstallationTarget.RunInstaller()
19:45:49 INFO InstallationPageModel: Target finished.
19:45:49 INFO InstallationPageModel: All installation targets have finished but not all of them succeeded.

[Hikmet]

I have some problem with windows7 with 0.8.17 Alpha is there any older stable version

[Author]

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