This document lists any known UPDD V6 installation issues and possible fixes.
Missing C++ run-time libraries
The driver installs certain C++ run-time modules if they are missing from the target Windows system but some are expected to always be present. If dependant modules are missing they will likely be flagged during install, as per this example whereby 'api-ms-win-crt-runtime-l1-1-0.dll’ is missing:
In this particular case customer had a custom WES7 build and needed to download and install the C++ Redistributable for Visual Studio 2015.
Install never completes, stuck showing Installing....
The installer waits for all required drivers to be installed and if there are any issues that prevent this happening it won’t finish.
If this does happen then something is seriously wrong and it’s difficult to document a resolution. In this situation manual intervention is normally required.
One customer reported that selecting Shutdown/Reboot OS but not actually proceeding with the shutdown allowed the installer to complete successfully, but of course this did not resolve the underlying driver load issue.
We investigated this issue on the failing system, which was fine on Win 7 but failed on Win 10. Our driver uses a 3rd party USB library which in turn uses the native Windows USB interface driver. We could see that the touch device kept resetting itself, resulting in an infinite loop, which in turned crashed our driver (within the 3rd party USB lib) so the installer never completed.
In this instance the real issue was that the touch device was OK with the Windows HID driver but did not like something about the Windows standard USB driver.
It is likely that had the user also disconnected the touch device this would also have allowed the install to finish.
Missing component during install
During install the message "Installation issues "There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor" is issued.
In this instance we discovered that the UPDD components had been deleted manually rather than using the standard uninstall procedure including a component required by the installation procedure that left the installer in an inconsistent state. A Microsoft component is available to repair installation issues as described here.
Security certificate warning
As of April 2018 UPDD only utilises SHA2 certificates. SHA1 certificates are no longer available so software generated after this time will cause a warning to be issued in Win XP and some early Win 7 systems that the legitimacy of the software could not be verified. This can be ignored and you should select the option to proceed with install as per the 'Install this driver software anyway' option below:
For Windows 7 you can supply a security update to utilise SHA2 certificates. After further investigation we created this KB article to document our findings.
Further, when new certificates are applied to our software there is a transitional period for the certificate to be fully recognised. During this time (we are not sure when it is considered to be fully recognised but we believe it to be within a certain number of initial installs) you will be warned to proceed with caution, as per these dialogs issued in Win 10: