"Error extracting support files, setup failed to run" error when attempting to upgrade

Document ID : KB000028314
Last Modified Date : 14/02/2018
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This document gives technical information on how to resolve the error "Error extracting support files, setup failed to run". This may occur right after the setup of the install shield when trying to upgrade Reporter.

The below solution contains information on editing a sensitive area of theregistry. Have your Windows administrator on the phone FIRST before making thesechanges.

User Shell Folders
HKCU\Software\Microsoft\Windows\CurrentVersion\Explorer

Description
The User Shell Folders subkey stores the paths to Windows Explorer folders for the current user of the computer.

The entries in this subkey can appear in both the Shell Folders subkey and the User Shell Folders and in both HKEY_LOCAL_MACHINE and HKEY_CURRENT_USER. The entries that appear in user User Shell Folders take precedence over those in Shell Folders. The entries that appear in HKEY_CURRENT_USER take precedence over those in HKEY_LOCAL_MACHINE.

If the below is not set on Windows 2000 the client will see an Internal failure in 0x80040707 with no Description then you will receive the "Error extracting support files, setup failed to run" error.

Go to START then RUN and type in Regedt32 then click OK.
Go into:
HKEY_LOCAL_MACHINE
Software
Microsoft
Windows
Current Version
Explorer
User Shell Folders
Next, go to EDIT and select ADD VALUE.
In the "Value Name" field type in "Common Start Menu" without the
quotes. Then go to the drop down arrow and select REG_EXPAND_SZ as your
Data Type and click OK.
A String Editor window will pop up and in the String Field type in:
%ALLUSERSPROFILE%\Start Menu and then click OK.
Exit Regedt32

Then run the install again and the error will not occur.