000018289 - InstallShield error

Document created by RSA Customer Support Employee on Jun 16, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000018289
Applies ToenVision
IssueInstallShield error
An Installation Support File Could Not Be Installed
Resolution

When launching InstallShield to install envision or to upgrade you get a popup message ""An Installation Support File Could Not Be Installed"".

Sometimes in an attempt to fix installation-related errors, you may have to update the engine that runs the installation itself. This article provides the link to download the latest ikernel engine along with the steps to install it.
Procedure:

  1. Browse to C:\Program Files \Common Files\InstallShield\engine
  2. Right-click the highlighted engine directory and select Delete
  3. Download iKernel engine http://support.installshield.com/kb/files/Q108312/ikernelupdate.exe update and save it to your Desktop.
  4. Double-click ikernelupdate.exe to install it.
  5. From Start->Run type cmd and in the command prompt window type: echo %TEMP%
    you should see a folder printed in the command window
  6. Make sure the folder printed in the command window has at least 250MB of free disk space.
  7. Open the windows task manager and make sure there are no ikernel.exe processes running.
This should resolve the issue.
Legacy Article IDa36541

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