August 29, 2008 03:57pm pdt

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	[x] Attachment Details

AOL - Installation Cancelled at 99% state; snmaster.idx file missing when trying to start AOL

Zones: AOL Web Browser, Email Software, Windows Vista

I installed AOL Desktop software on a new Windows Vista Home Preimum computer, then learned that my client really wanted the AOL 9.0 VR software. I downloaded 9.0 VR and believe I took the "upgreade to new version on this computer" option. The installation proceeded just fine up to the 99% completion mark, then popped up a message that states "Installation canceled. Thank you for considering AOL and beginning the installation process. We're sorry that you decided not to complete the installation at this time" It then goes on to suggest that the installation may be resumed by clicking on the "RetryAOL 9.0" icon on the desktop. I tried that and came back to the same installation cancelled message.

In fact, I uninstalled AOL from the Control Panel Add/Remove projgramas option, Rebooted the computer, tried the download again and got the same measage at the 99% mark. I thne spent over an hour on the phone with an AOL technician who had me try different AOL versions to see if one of them could be installed, but we continued to bomb out at the 99% installation completion level with the same cancellation message.

When trying to start AOL from the desktop icon, I see the message snmaster.idx file missting. I Googled that and found many hits, so the problem I encountered is not unique; however, I could not find a "rock solid" solution. The AOL technician did suggest installling from a CD, but I have little confidence in that atlernative. Personally, I think some registry entries are messed up.

In conclusion, how do I "reset the shot clock" to enable a clean installation of AOL software. Thanks in advance for your insight!

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8.9

Question Stats

Zone: Internet

Question Asked By: bbaumberger

Solution Provided By: Merete

Participating Experts: 3

Solution Grade: B

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Comment by grigorovsky

This AOL help article appears to solve the problem quickly without the need for returning the machine to it's factory condition.

http://help.channels.aol.com/kjump.adp?articleId=223420

20080723-EE-VQP-34 / EE_QW_2_20070628