If you are experiencing problems installing the software, consider the following troubleshooting tips.

Troubleshooting tips for installation:

• Does your computer meet Trustfile's system requirements?  The related articles provide general requirements (they vary by product family).  Refer to Trustfile's products page for application-specific requirements.
• Are you logged in as an administrator?  You must have administrative rights to install Trustfile software.
• Are you receiving an error message?  Note the error number and message.  Search the knowledgebase for the error number, or browse to your product's installation articles.
• Did you use the software in the past?  If so, are you able to access the prior year software without issue?  Were you ever able to access the current year software?  When did the problem start?  Did anything change on your system recently (i.e. a new computer, upgrade, etc.)?
• Is the CD bad? Try the CD in another computer to verify it is a good CD.  Or if you do not have another computer, try a different CD in your computer to verify that your CD drive is working.  If you suspect you have a bad CD, contact Trustfile for instructions on downloading the software.
• Did you download the complete setup file?  If downloading the software, verify that you downloaded the complete setup file.  The size of the file should be at least 20 MB.  To check the size of a file, right click it and select Properties.
• How complete is the installation?  Checking these items will help you determine when the installation process is failing.
• Open Control Panel and then Add/Remove Programs, and note whether the program is listed.
• Check if the program directory was created (by default, C:\Program Files\Trustfile\[program]).
• Check if registry entries were created by clicking on start, run, type "regedit", then click ok (by default, HKEY_LOCAL_MACHINE\Software\Trustfile\[program]).
• Are you trying to install remotely? This feature is currently not available with Trustfile software. You must install the software from the computer locally.
• Do you have any antivirus software currently running? (Norton Autoprotect, AOL security center) Disable any antivirus software you may have running on your system. 

The following items do not apply to FLFile, GAFile, LAFile, SCFile, TNFile, and WIFile:

• Use the SQL Trustfile Server Locator.  See related article for instructions.
• Verify that the SQL Trustfile service was created. By default, this service is located at C:\Program Files\Microsoft SQL Server\MSSQL$TRUSTFILE.  If this directory does not exist, the program will not be able to access the database.
• Verify that the MSSQL$TRUSTFILE service is started. The service must be started for the program to access the database.  See related article for instructions.

More Information

If you are unable to resolve your installation issue, please gather as much information about the issue that you can and contact Trustfile Support.  Information that is helpful to Support includes:

• error numbers / error messages
• screen shots of the errors (see related article for instructions)
• installation log files (does not apply to all products - see related article)
• operating system (Windows 98, NT, ME, 2000, XP, 2003 Server)
• notes about any troubleshooting you have attempted
• type of install (local or network)