Decompression Errors and Request for disk 3 (when only 2 disks)

[dbkite]

For 3 months we have been struggling with this dilemma. We have created an install using setup factory 5.0.0.5. We distribute about 500 CD's each month. About 30-50 customers each month phone with errors during the install. The most common error is a decompression error. We have extensively tested each CD before it is sent to be mastered. Sometimes the CD works fine in one computer but not in another. For 4 years we have been using install shield with flawlessly but when we upgraded to folio 4.2 we decided to try SUF5 due to the Folio run-time support. We are ready to switch back. Are there any suggestions that you can offer to help us figure out home to eliminate the problem? Also sometime a customer will be prompted to insert disk 3. We only have 2 CDs (disks).

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David B Kite

[Mark]

Hi,
It sounds like there is some sort of burning error occurring. Are you burning using ISO-9660 or Joliet? If you are using Joliet then this might be the problem because some older machines do not support this format.
If definitely seems like this error is a result of the manufacturing process, and not an actual Setup Factory error. Especially since 90% of the CD’s work fine, statistically certain "cheaper" CD's will experience a failure percentage of up to 20%.
As for suggestions, next time you get a failure from one of your customers, ask them to test the CD on a different machine. Does the CD fail on all machines? Or maybe ask them to send you the failed CD, so that you can test it out. The reason for this is that if the CD fails on all systems then I am almost positive that it is a manufacturing error.

mark.

[ScottH]

Originally posted by dbkite:
For 3 months we have been struggling with this dilemma. We have created an install using setup factory 5.0.0.5. We distribute about 500 CD's each month. About 30-50 customers each month phone with errors during the install. The most common error is a decompression error. We have extensively tested each CD before it is sent to be mastered. Sometimes the CD works fine in one computer but not in another. For 4 years we have been using install shield with flawlessly but when we upgraded to folio 4.2 we decided to try SUF5 due to the Folio run-time support. We are ready to switch back. Are there any suggestions that you can offer to help us figure out home to eliminate the problem? Also sometime a customer will be prompted to insert disk 3. We only have 2 CDs (disks).

The response below is not true. I have been using SUF for a number of years. The last comapany that I worked for had the same exact problems with Decomp errors. We make a setup of our software, on floppy, and we get the same errors about 10% of the time. I know for a fact 4 other people that use SUF and they all get decomp errors. My former employer switched to a different company and they no longer get decomp errors. So, please, do not insult us by telling us that this is something that we are doing wrong. About 10% of our customers get the same errors... It's not what you are doing, its a problem with the software. SUF has known about this problem for at least 3 years.

[dbkite]

Thank you Scott for you input. We have decided to switch to InstallShield. I wish we didn't have to because of the simplicity of writing installs in SUF, but we have no other choice.

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David B Kite