Netsupport 10.5 - 25 MB file takes an hour to install

We currently use NetSupport school 10.5 in our college by msi deployment. In some rooms it is taking an hour to install the 25 Meg file but is taking the seemingly normal 60-90 seconds to install in other rooms. The rooms where it takes an hour, I think it installs it in the 2 minutes but then seems to hang at the 'Installing Netsupport' msi screen for the hour (I think). The only thing that is standing out to me is either the software already installed or the network infrastructure.

I have installed the same software from the room where it is taking an hour onto a test pc in my room and then installed netsupport and it takes the 2 minutes to install so it can't be that.

Then I think that the office I'm in has a fibre uplink to our main comms room and is a recent build. The Cat 5 cabling in the room with problems is at least 10 years old but has computers only 2 years old with a decent spec and there is no other network issues. The switch this room connects to has the same setup as all our other switches (so my network manager tells me, its not my area).

All other software deploys out in a 'normal' time i.e. the same time it deploys out round the rest of the college. It's just this 25 meg file takes an hour when it should take 2 minutes in this room.

Any one have any suggestion as to what to look at or anything to monitor deployemnt installs for what might be causing this? Although the network manager says the switch setups are all the same, I wonder if there is a setting somewhere or a vlan not set up properly.

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Answers (3)

Posted by: Teitan 9 years ago
Senior Purple Belt
You should check the MSI logfiles. There must be an action which makes some trouble under some specific circumstances.
Posted by: dunnpy 9 years ago
Red Belt
As Teitan says, log the installation and see if there is anything weird going on.

You don't mention your deployment method, but could it be something to do with the configuration of those machines and your deployment tool - check the logs from your tool too.

Last thought - how about moving a machine from the 'problem room' into a 'good' room and deploying - that may rule out issues on the PC and point to a network issue, or not.

Hope that helps,

Posted by: alphabeta 9 years ago
Black Belt
We use Group Policy to deploy the software to all machines in the college. To both the ones that are working and the ones that take an hour. Had a look at the logs and it is giving these messages in order.

A device or program has requested attention. Device or application: C:\Windows\system32\cmd.exe. Message title: C:\Windows\system32\cmd.exe.

A device or program has requested attention. Device or application: C:\Windows\system32\net.exe. Message title: C:\Windows\system32\net.exe.

A device or program has requested attention. Device or application: C:\Program Files\NetSupport\NetSupport School\WINSTALL.EXE. Message title: NetSupport Manager for Windows (32 bit) V10.50.

There is a few other messages in the log but now that I think are relevant to this install.

  • *none that I think are relevant to this install. - alphabeta 9 years ago
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