If you are having difficulties installing or upgrading
If you get errors during the installation of the ePublisher Platform components, there are a few things you can try.
If it seems to be related to invalid or missing license keys, you may still have a older key or one from a previous evaluation. On the License Keys prompt, remove any existing keys and re-enter they key you were given when you purchased the product. E-mail Customer Service < firstname.lastname@example.org > if you have lost or did not receive this license key.
If you get the message "Please remove the previous versions," but you have already uninstalled all ePublisher components (or if the components are not available in the Add/Remove Programs list), there may be some keys in the registry lingering from the previous installation. To remove these keys, download the attachment to this article, unzip it, and run the included *.reg file: ePub_remove.2015-06-30.zip. It will prompt you to edit the registry, and then it will quickly remove the problematic keys (no other changes will be made). After running that file, you should be able to install ePublisher Express successfully.
If you get other errors during installation, it is possible that the installer file has been corrupted either during download or in some other way, or that a previous version was not removed properly. In this case, follow these steps:
Close all open instances of Word, Outlook, and FrameMaker.
- Use the "Add/Remove Programs" utility in the Windows Control Panel to uninstall the existing version of the ePublisher components.
- Access the "Program Install and Uninstall troubleshooter" here:
Run the utility and clean up any existing WebWorks installations.
- Restart your computer.
- Download the installer for each of the applicable ePublisher components. Submit a support request or email customer service for the latest download URL.
Make sure Word, Outlook, and FrameMaker are closed, and then run the installer(s) again as usual.
That should get you up and running. If you run into additional installation errors, though, try some of the suggestions listed in this Microsoft knowledge base article: http://support.microsoft.com/kb/555175
Finally, if you are still unable to install, please submit a new Support Case, and describe the problem and the steps already taken to troubleshoot.
** UPDATAE: 12/17/12 **
Microsoft has a new program for handling install and uninstall problems which is located here: