Support

Help and support for Install Time. Links to customer service and technical solutions, downloads, updates, and answers to top issues.

Select LifeCycle for assistance with Savage Fly's product lifecycle guidelines, Service pack, security update, and general mainstream and extended support resources.

Submission of feature requests are a vital part of meeting customer needs and expectations. Feature requests can be emailed directly to our product managment team. We encourage any suggestion whether large or small.

Savage Fly strives to provide complimentary support to all members of the Savage Fly consumer community. You do not need to purchase a Savage Fly  product to receive support. Free support options include Email, community forums, facebook community and self serve access to the latest online help, tutorials and examples. If you have technical questions regarding Install Time™ or Windows Installer, contact us by email. If you are a current registered customer with a Premium support contract, log in to your account to chat directly with the next available support engineer.

Three support tiers are available - Premium Support plus Upgrade protection, Premium Support, and Complimentary Support - as listed in order of decreasing priority in the Savage Fly support queue. Only clients who have purchased a Savage Fly product are entitled to paid for support (Premium and Premium plus Upgrade prtection) options. Clients may select the Support options at the time of their product purchase. Premium support is required for highest priority access to expert Savage Fly support engineers .

Savage Fly support engineers often go above and beyond the call of duty to provide knowledgable, timely assistance to all our potential and current clients. You may access any of the Savage Fly support resources, including but not limited to peer forums, Facebook, email based support, and phone support (additional contract required) at any time. If at any time a response is not recieved in a timely fashion, please feel free to contact our product managment team at the following email address. Please note that support hours are 9 AM to 7 PM EST M-F.

Our products ship has extensive online documentation integrated in the Install Time™ environment. In addition to the online documentation, the most current collection of publications, tutorials, guides, and comparative reviews can be found on the Savage Fly website. community made tutorials can be found in our fourms and detailed, comprehensive technical Windows Installer information available at Microsoft's MSDN. site.

If you would like us to build your installation for you, consider hiring Savage Fly Consulting Services.

Install Time™ is based on Windows Installer technology. If you receive a numeric setup error code, such as 2343, please consult Microsoft's MSDN Library for a description of the error message. For instance, the description of error code 2343 is "Specified path is empty." This information will help you determine the location of the error in your installation project. At times it is necessary to generate an Installation log to assist with pinpointing the exact issue. Whenever possible before contacting support it is recommended to obtain an installation log so that it can be reviewed by the support personal.

There are two options to generating a Window Installer log; machine wide logging through the registry or msiexec commandline options. Any Install Time™ setup may be logged using either option.
The command line parameter of the form "msiexec /i "C:\MyPackage\Example.msi" /L*V "C:\log\example.log"" is typically used to diagnose issues within a specific environment. Reviewing the log file created after an installation will often pinpoint the exact source of failure when error messages are not sufficient to diagnose an issue. With this information, you can go back to your setup project and fix the cause of the error.

Creating the output log
The most used logging command is /L*V. This command will create a verbose log which offers a lot of information about the installation. Here are the steps for creating a log:
  •  find out the path of the MSI file, for example C:\MyPackage\Example.msi
  •  decide the path of the log, for example C:\log\example.log
  •  open cmd.exe (you can use any command shell)
  •  use the msiexec command line to launch the MSI with logging parameters (msiexec /i "C:\MyPackage\Example.msi" /L*V "C:\log\example.log")

To enable Windows Installer logging machine wide, open the registry with Regedit.exe and create the following path and keys:
    HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Windows\Installer
    Reg_SZ: Logging
    Value: voicewarmupx The letters in the value field can be in any order. Each letter turns on a different logging mode. Each letter's actual function is as follows for MSI version 1.1:

Letter value definitions:
    v - Verbose output
    o - Out-of-disk-space messages
    i - Status messages
    c - Initial UI parameters
    e - All error messages
    w - Non-fatal warnings
    a - Start up of actions
    r - Action-specific records
    m - Out-of-memory or fatal exit information
    u - User requests
    p - Terminal properties
    + - Append to existing file
    ! - Flush each line to the log
    x - Extra debugging information.
    "*" - Wildcard, log all information except for the v and the x option. To include the v and the x option, specify "/l*vx".

Note: This should be used only for troubleshooting purposes and should not be left on because it will have adverse effects on system performance and disk space. Each time you use the Add/Remove Programs tool in Control Panel, a new Msi*.log file is created.
Note: The "x" flag is available only on Windows Server 2003 and later operating systems, and on the MSI redistributable version 3.0, and on later versions of the MSI redistributable.

If a product is not performing as documented, you may have found a bug. In this case, it is very helpful for you to supply the exact steps to reproduce the issue. Some times a minimum setup project, which has no dependencies what-so-ever on your development eco-system (such as files to be installed, databases to connect to, and so forth) is required to reproduce the issue. This can occur when special handling is present in your file or file registration. This minimum project should do nothing other than consistently reproduce the suspected bug. Support will then be able to investigate this minimum project, and validate the bug for escalation to Savgiage Fly R&D for resolution.

Savage Fly R&D is aggressive about fixing all bugs that are reported - we have also a track record of being a leader to support new and emerging technologies and resoving issues in an expedited fashion. While a bug is being resolved, support will undertake best efforts to provide you with a viable workaround in the meantime. Becuase of the versatility of Install Time™ and extensive automation, in all cases to date, reproducible errors have had acceptable workarounds.

Elusive Issues

Savage Fly aims for the highest success rates with all of your installations - without compromise. When a defect is elusive and cannot be illustrated consistently with a minimum project as described above, you may need to prepare a virtual machine, making use of virtualization technologies such as VMware. This virtual machine must replicate your operating environment as closely as possible to be able to reproduce your issue externally. You may then send support this virtual machine for testing, and ultimately, the resolution of your issue.

5 Hours Initial Consulting

You may order an initial consulting package covering up to five hours of engineering work to have certified Savage Fly engineers work on your setup project. Consulting packages vary based on travel requirements. Review our list of partners for consultants, trainers and installation experts in your area for a more cost effective solution. Partner engagements can be arranged either directly with the partner or though Savage Fly. Visit our service site to order 5 Hours Initial Consulting or review our partner consultants.

Intersted in becoming a Savage Fly certified partner or trainer? Contact our product managment team today.