Why am I unable to install Crystal Reports 2011?

I am using a windows 7 64-bit machine.  I am trying to install Crystal Reports 2011 from SAP's downloads.  The file downloads fine and it extracts correctly, but I can't seem to install it.  When I open the extracted folder and go to the setup.exe file, I double click it and it prompts me for admin rights. I click okay to give admin privileges to the application.  This user has admin rights on this machine I know that for sure. 

However the program will do nothing after that.  The windows 7 spinning circle comes up for about a second or two then nothing.  I have tried disabling my antivirus to do the install with no luck.  Does anyone have any ideas I could try to get this working?  Could it be conflicting somehow that I'm using a 64-bit machine?

  • SAP Moderator
  • SAP Employee

Hi All,

There can be multiple reasons why the install fails:


1st, make sure you have FULL Admin rights, CR needs to update the registry as well as register ActiveX/COM dll's. Check with your lcoal Network and PC Admin group in IT, if you have one, and verify your lcoal Profile has not been altered, you may think you have admin rights but they can push out limitations without you know it.

2nd, MS VS 2005 C++ Security update is required, download it from MS

3rd, Microsofts 2.0 and 3.5 Framework must also be installed before you run the installer.

4th, Since CR 9 and above we are fully side by side compatible with other versions, 8.5 and previous are not side by side so, they creates a folder located in c:\windows\Crystal. If that folder exists then DO NOT try to install CR 9 or above. If it exists and you no longer require CR 8.5 or earlier then delete the folder and look for crpe32.dll in the \windows\system32 folder and delete it. Bunch of other stuff needs to be removed so you'll have play, those uninstalls were never clean due to issues with MSIExec. Best to use a clean PC to install onto.

5th, located in your C:\Users\%usersID%\AppData\Local\Temp there should be a log file that is created when the installer is running, before you cancel or stop the installer look for and open the file. Look for Access Denied or errors registering components etc. May help to determine what is being blocked or missing dependency. if you can't find the log then enable logging in MSIExec, search MS's site for how to.

And if the installer fails go into C:\Program Files (x86)\SAP BusinessObjects and delate all files and folders, also look in your temp folders for any CR temp folders and files and delete.

If there are report errors, like 1904, thos are MSIExec error codes, search Microsofts site for wha they mean.

The use REGEDIT to remove all HKEY_CURRENT_USER\Software\SAP BusinessObjects and HKEY_LOCAL_MACHINE\SOFTWARE\SAP BusinessObjects. Or Export to file first just in case...

Also note: some users Profiles have been corrupted, some users resolved this by deleting their profile on the PC and re-creating it. Check with your IT guys for more info on how to and what you loose when doing this.

Finally, don't just say it fails, look for logs, look for any clues in the logs as to why it's failing, try looking in the Event logs as well as any AV and/or fire wall logs for access denied or similar types of errors.

Millions of users don't have problems so it is your local PC environment with the issue and a little digging usually finds the cause.

There is always a reason why it fails, you just have to look for them.

OF course A BIG WARNING, back up everything first before making any changes or deletions to your file system and local registry.

Finally if all else fails and you don't need anything on your PC and you have EVERYTHING backed up I like to use FDISK to wipe the hard drive and start over. It could be you may even have a virus running that you are not aware of and it's blocking the install....

Good luck


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