Troubleshooting Installation on Windows

 

 

Registry issues

Many installation failures trace back to conflicts or old Windows registry keys or disk capacity issues. This can happen if users manually delete installations by dragging icons to the Recycle Bin, without going through full Uninstallation steps detailed in the next section, as manual deletion will not remove registry keys that had been added upon installation.

The Installer logs in the following folder may point out an easily correctable solution: 

C:\Users\<user_name>\AppData\Local\Schrodinger\Installer\<version>

If that folder does not exist, try navigating to %LOCALAPPDATA%\Schrodinger\Installer in the File Explorer and look for one or more version-specific subfolders.

If it shows that a prior versions is installed, then see instructions on downloading and running the SchrodingerRegCure utility.

This can happen if users manually delete installations by dragging icons to the Recycle Bin, without going through full Uninstallation steps detailed in the next section, as manual deletion will not remove registry keys that had been added upon installation.

 

 

 

Missing Libraries

If you see the following message upon running the Installation program:

Error 1720: There is a problem with this Windows Installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor.

Then it is possible that some of the software required for the installation is not registered on your machine.

 

To provide us with information on your registry: 

 

  1. Download RegDllView from http://www.nirsoft.net/utils/registered_dll_view.html

     

  2. Run it

     

  3. Request support and upload any error messages along with the diagnostics files from the computer as described inTesting Remote / Queue Job Submissions.

 

 

 

Library Conflicts

So-called DLL conflicts happen often on Windows when an older version of a thirdparty library is used in preference of one that an application such as Maestro bundles.

To check if such conflicts may exist on your computer:

 

1. Open the Schrodinger Command Prompt

START → Schrodinger release → Schrodinger Command Prompt

 

2. Run the following command:

dll_checker_util

 

3. Request support and upload the output of the command along with the diagnostics files from the computer as described in Testing Remote / Queue Job Submissions.

 

 

 

Disk space

See general hardware requirements.

If you see a warning that there is not enough disk space, you will have to clean up your primary disk before proceeding, even if the disk that you are installing to has plenty of space. This is because Windows caches the installers to the primary disk before installing, so you must have enough space on your primary disk. See this article for more information.

 

 

 

Obtain additional information on installation progress

If you need more logging information when you install the software, you can set the environment variable SCHRODINGER_INSTALLER_LOG_VERBOSE before running the installer. Verbose logging can significantly increase the time for installation. For information on setting environment variables, see this article.

 

 

 

Submit support request

Request support and provide the following files from this folder:

C:\Users\<user_name>\AppData\Local\Schrodinger\Installer\<version>:

  • schrodingerInstaller.log

  • SchrodingerPreInstallReg.reg.txt

  • schrodingerSetup.log

  • SchrodingerPostInstallReg.reg.txt

Please also include the schrodinger_machinfo.txt file which is on the desktop. If you have installed software versions for more than one release, there will be multiple copies of this file, named schrodinger_machinfo-N.txt, where N is a number. In this case you should check that you send the correct version of the file (which will usually be the latest version).