Unable to Install Author V21

[Eddie]

Hello,

One of our writers is having trouble installing Author.
She is installing in Windows 10 (Japanese).
She has tried both V20.1 and V21.
In both cases she gets the error below:

An error occurred:
com.sun.org.apache.xml.internal.serializer.utils.WrappedRuntimeException: 出力メソッド'xml'のプロパティ・ファイル'output_xml.properties'をロードできませんでした(CLASSPATHを確認してください)
Error log: C:\Users\Documento01!\AppData\Local\Temp\install4jError8965407340441993719.log
com.sun.org.apache.xml.internal.serializer.utils.WrappedRuntimeException: 出力メソッド'xml'のプロパティ・ファイル'output_xml.properties'をロードできませんでした(CLASSPATHを確認してください)
at com.sun.org.apache.xml.internal.serializer.OutputPropertiesFactory.getDefaultMethodProperties(Unknown Source)
at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.setDefaults(Unknown Source)
at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.createOutputProperties(Unknown Source)
at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.<init>(Unknown Source)
at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.<init>(Unknown Source)
at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerFactoryImpl.newTransformer(Unknown Source)
at com.install4j.runtime.installer.helper.XmlHelper.getString(XmlHelper.java:180)
at com.install4j.runtime.installer.config.AbstractBeanConfig.instantiateBean(AbstractBeanConfig.java:224)
at com.install4j.runtime.installer.config.ApplicationBeanConfig.getOrInstantiateApplication(ApplicationBeanConfig.java:23)
at com.install4j.runtime.installer.config.InstallerConfig.getApplicationById(InstallerConfig.java:443)
at com.install4j.runtime.installer.config.InstallerConfig.setCurrentApplicationId(InstallerConfig.java:53)
at com.install4j.runtime.installer.Installer.runInProcess(Installer.java:56)
at com.install4j.runtime.installer.Installer.main(Installer.java:45)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.lang.reflect.Method.invoke(Unknown Source)
at com.exe4j.runtime.LauncherEngine.launch(LauncherEngine.java:85)
at com.exe4j.runtime.WinLauncher.main(WinLauncher.java:94)
at com.install4j.runtime.launcher.WinLauncher.main(WinLauncher.java:25)

Which is basically saying "cannot load output_xml.properties".
It seems to be Java-related, but that's as far as my knowledge goes.
Any suggestions?
(She says she hasn't noticed any other problems with the machine.)

Cheers,
Eddie.

[adrian]

Hello,

Please send us the error log file mentioned in the message:

Code: Select all

Error log: C:\Users\Documento01!\AppData\Local\Temp\install4jError8965407340441993719.log

If you have trouble locating the temporary (TEMP) folder, open File Explorer, type in the Address bar %TEMP% and press Enter.

Later Edit: I forgot to mention. Please check the downloaded installer file size. It should be > 250MB. if it's smaller, please download it again.

Regards,
Adrian

[Eddie]

Hello,
Thanks for the reply.
The download file was 241MB. I downloaded the installer separately (64-bit) and it was 260MB. She tried installing with this and got the same error. I reiinstalled on my machine (Win8.1 Japanese) with the same installer and had no problem.
I'll mail the log file to you.

Cheers,
Eddie.

[adrian]

Hi,

Thank you for the log file.
Te problem is the user account name which contains an exclamation mark ('!') character at the end ("Documento01!"). Unfortunately Java uses the exclamation mark in paths '!' as a kind of separator between paths to JAR archives and paths within those archives (\path\to\file.jar!\path\within), so the occurrence of "!" immediately followed by the path separator ("\") triggers the problem.

An alternative solution is to download the Windows ZIP distribution of Oxygen XML Author, which does not require installation and unpack the ZIP to a location that does not have the "!" suffix ( e.g. a folder on the D drive).

Regards,
Adrian

[Eddie]

Thanks for the reply and explanation.

That is an odd account name, but it's a work computer and she's stuck with it, apparently.
I'll pass on the information about the zip download.

Cheers,
Eddie.