Error Extracting Support File

[LockOn007]

Just got TrackerIR 5 Pro and downloaded the software. Went to install and I get an error message.

"error extracting support file
the server threw an exception"

1. Turned off antivirus application prior to download and during install. No luck!
2. Tried to run it as Administrator, No luck!
3. Running Windows Vista Ultimate 32 bit.

What could be the problem? Anyone else having this issue?

[LockOn007]

Update: After updating my video card drivers, the program started and worked.

Here are the Video card Specs for anyone interested.....
Primary Adapter
Graphics Card Manufacturer Powered by ATI
Graphics Chipset ATI Radeon HD 4800 Series

Driver Packaging Version 8.681-091124a-092498C-ATI
Catalyst� Version 09.12
Provider ATI Technologies Inc.
2D Driver Version 8.01.01.984
Direct3D Version 8.14.10.0716
OpenGL Version 6.14.10.9232
Catalyst� Control Center Version 2009.1214.1801.32312


THANKS to the Support team for their help and special thanks to Vincent.

[LockOn007]

ok Im running into the same problem here today. Now the TrackerIR5 program will not start.

"error extracting support file
the server threw an exception"


What can be causing this issue? I have updated Video Drivers, No antivirus Running at the time I try to start the software. This is driving me crazy!

Any ideas as to what i should test or try next?

[LockOn007]

Update: STILL having problems getting this thing to work.

Updated DirectX and Video Drivers. No Luck. I am beginning to think this software is flawed BIG TIME? I tried version 5 both release and beta. The Zip file that was sent to me and version 4. Nothing will install with out errors........

Here is my system info, can anyone out there help me out and point me in the right direction?


------------------
System Information
------------------
Time of this report: 1/9/2010, 19:56:12
Machine name: HomePC
Operating System: Windows Vista� Ultimate (6.0, Build 6002) Service Pack 2 (6002.vistasp2_gdr.090803-2339)
Language: English (Regional Setting: English)
System Manufacturer: Gigabyte Technology Co., Ltd.
System Model: EP45-UD3P
BIOS: Award Modular BIOS v6.00PG
Processor: Intel(R) Core(TM)2 Quad CPU Q6600 @ 2.40GHz (4 CPUs), ~2.4GHz
Memory: 3326MB RAM
Page File: 1486MB used, 5378MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 11
DX Setup Parameters: Not found
DxDiag Version: 7.00.6002.18107 32bit Unicode

------------
DxDiag Notes
------------
Display Tab 1: The file atiumdag.dll,atidxx32.dll,atidxx32.dll,atiumdva.cap is not digitally signed, which means that it has not been tested by Microsoft's Windows Hardware Quality Labs (WHQL). You may be able to get a WHQL logo'd driver from the hardware manufacturer.
Sound Tab 1: No problems found.
Sound Tab 2: No problems found.
Input Tab: No problems found.

--------------------
DirectX Debug Levels
--------------------
Direct3D: 0/4 (retail)
DirectDraw: 0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay: 0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow: 0/6 (retail)

---------------
Display Devices
---------------
Card name: ATI Radeon HD 4800 Series
Manufacturer: ATI Technologies Inc.
Chip type: ATI display adapter (0x9442)
DAC type: Internal DAC(400MHz)
Device Key: Enum\PCI\VEN_1002&DEV_9442&SUBSYS_025E1043&REV_00
Display Memory: 1913 MB
Dedicated Memory: 505 MB
Shared Memory: 1407 MB
Current Mode: 1024 x 768 (32 bit) (70Hz)
Monitor: Generic PnP Monitor

[VincentG]

So the software is installed, but when you go to load the exe file for the software, you get an error?

Does this occur with the 4.1.037 software?

[LockOn007]

Update: I never was able to install the software. I used the zip file you sent me after I called you. The program will not install for me. Since I updated some stuff and played around with my bios, chipset drivers, video card , I got it working. Dont ask me what changed to get it to work though because I dont know. After updating nothing seemed to work, then the next day, i tried it and wow it worked...so im not complaining.....

I cant install 4.1.037, 5.0, nothing.....the only thing that works for me is the zip file you sent me and thats already extracted to a directory.....something is wrong with the installer...at least it is for me....

[sheq_1]

I was using Track IR 4 Pro previously and was working fine. Then I had to re-install windows and so I picked up latest version.

However I have similar message during the extract process

Error Extracting Support File
Catastrophic Failure

I then tried previous version, and 4.1.0.28 is the latest version that can install.

Can anyone provide a solution?

[VincentG]

Please email support withthe issue, and camera serial number

[milau]

same issues here: win7 x64, TrackIr 5 - I can't even install this SW, because of 'Error extracting support files' which (some time ago) tracked to some instalShield issue. When 5.1 somehow installed, no device detected. On first run it worked for about 5 mins ....
Just a bunch of problems. It's lying around for 2 months. I don't have much time to troubleshoot such problems. It pisses me off ! Can't you somehow publish solidly working SW, drivers ? I mean it's not some 20 bucks toy.
Please I expect some proper action or thorough step by step solution. I see that far too many users are having same problems.
Thank you.

[NaturalPoint - Mike]

It's a pretty isolated issue that happens some times with certain versions of Windows 7 due to our installer. We have a new installer in development to alleviate this issue across the board. In the mean time, if you would like to email support@naturalpoint.com we can get a file with specific instructions out to you.