Old Family Portrait
 

Troubleshooting Your AQ 12.1 Setup

Having trouble with your setup? Most setup issues are easily resolved once you know what to do. Check below for answers to the most common issues we've seen.

The installer file is Corrupt, Incomplete, or Damaged

Unpacking errors or incomplete, corrupt, or damaged files are usually caused by glitches in your Internet connection. To avoid these problems, try using a download manager of your choice. One such program is Free Download Manager. Once you have installed your download manager, start it up, then drag the installer file link into the Download Manager to attempt your download.

The Installer simply will not run

Windows can sometimes be extra aggressive in protecting you from files that either come from another computer or are downloaded from the Internet. So, you may need to take an extra step to allow the installer file to run.

  1. Go to the file that you had downloaded from our site (it is usually saved to your Downloads folder, and, for the current version, it will be named AQ15Setup.exe). Locate that file and then click on it once with the secondary (right) mouse button.
  2. On the menu that appears, click on Properties.
  3. Screen shot of properties window showing the 'blocked' messageWithin the window that opens, down near the bottom, if it says the "file came from another computer and might be blocked", click the checkbox labeled Unblock
  4. Click OK.

Now try to double-click the file (AQ15Setup.exe) to start the installation.

What Is MDAC? (Collaboration Only)

Collaboration depends on Microsoft Data Access Components (MDAC) that are an important part of your Windows operating system. The Collaboration Setup will install the MDAC components if they are not present, then configure them properly for collaboration.

"MDAC Cannot Be Installed" Error (Collaboration Only)

On some Windows systems, you may see "MDAC cannot be installed on this system" if your copy of Windows does not have all the latest updates. To resolve this, update your copy of Windows using Windows Update, then re-run the Collaboration Setup. If these updates do not resolve the error, contact the Incline Software Technical Support team for assistance.

MDAC Errors (Collaboration Only)

If you see an "Error 1918" message, then your current MDAC components are probably mismatched. If this happens during setup, keep clicking "Ignore" to continue with the setup. When it finishes, go to the Windows Start button, Control Panel, Add/Remove Programs. Click on Ancestral Quest Collaboration Support, then click the Change/Remove button. When this runs, you will be asked if you want to Modify, Repair, or Remove. Choose the Repair option. After the repair is complete, Collaboration should work normally.

If this doesn't resolve the issue, just click the Microsoft Data Access Components link below to download and install the latest components directly from Microsoft. Then re-run the latest Ancestral Quest setup.

Microsoft Data Access Components 2.7
(See instructions above)
MDAC 2.7 RTM Download Page

AQ Does Not Run (After Installation)

If setup runs successfully, but you see an error like "A required .DLL file (LTKRN10N.DLL) could not be found" when you run AQ, simply re-run the latest setup and select the "Repair" option when it appears. You can also repair the installation by clicking the Start button, selecting Settings, Add/Remove Programs, and clicking the Change/Remove button for Ancestral Quest 12.1.

Other Collaboration Errors (After Installation)

If your setup runs successfully but collaboration does not work, re-run the separate Collaboration Setup and see if that resolves the issue. If collaboration still does not work, click here to check the status of the collaboration server and to view additional troubleshooting instructions.

module content icon