Can't install latest update

General Discussions
1

When I try to install the latest update from within the web portal, it fails and tells me to try manually. I then try manually and it also fails. Here are the install logs

[87CC:9790][2016-03-21T16:56:58]i001: Burn v3.10.2.2516, Windows v10.0 (Build 10586: Service Pack 0), path: C:\Users\Kyle\AppData\Local\Temp\{6FA89C38-9A08-43A8-887A-08316AF79F08}\.cr\Plex-Media-Server-0.9.1602.1827-df572f6-en-US.exe [87CC:9790][2016-03-21T16:56:58]i000: Initializing string variable 'InstallFolder' to value '[ProgramFilesFolder]Plex\Plex Media Server' [87CC:9790][2016-03-21T16:56:58]i000: Initializing string variable 'LaunchTarget' to value '[InstallFolder]\Plex Media Server.exe' [87CC:9790][2016-03-21T16:56:58]i009: Command Line: '-burn.clean.room=D:\Users\Kyle\Downloads\Plex-Media-Server-0.9.1602.1827-df572f6-en-US.exe' [87CC:9790][2016-03-21T16:56:58]i000: Setting string variable 'WixBundleOriginalSource' to value 'D:\Users\Kyle\Downloads\Plex-Media-Server-0.9.1602.1827-df572f6-en-US.exe' [87CC:9790][2016-03-21T16:56:58]i000: Setting string variable 'WixBundleOriginalSourceFolder' to value 'D:\Users\Kyle\Downloads\' [87CC:9790][2016-03-21T16:56:58]i000: Setting string variable 'WixBundleLog' to value 'C:\Users\Kyle\AppData\Local\Temp\Plex Media Server_20160321165658.log' [87CC:9790][2016-03-21T16:56:58]i000: Setting string variable 'WixBundleName' to value 'Plex Media Server' [87CC:9790][2016-03-21T16:56:58]i000: Setting string variable 'WixBundleManufacturer' to value 'Plex, Inc.' [87CC:8710][2016-03-21T16:56:58]i000: Setting numeric variable 'WixStdBALanguageId' to value 1033 [87CC:8710][2016-03-21T16:56:58]i000: Setting version variable 'WixBundleFileVersion' to value '0.9.1602.0' [87CC:9790][2016-03-21T16:56:58]i100: Detect begin, 3 packages [87CC:9790][2016-03-21T16:56:58]i000: Setting string variable 'PreviousInstallFolder' to value 'C:\Program Files (x86)\Plex\Plex Media Server\' [87CC:9790][2016-03-21T16:56:58]i052: Condition 'PreviousInstallFolder' evaluates to true. [87CC:9790][2016-03-21T16:56:58]i000: Setting string variable 'InstallFolder' to value 'C:\Program Files (x86)\Plex\Plex Media Server\' [87CC:9790][2016-03-21T16:56:58]i000: Setting numeric variable 'Found_ucrtbase_dll' to value 1 [87CC:9790][2016-03-21T16:56:58]i052: Condition 'NOT Found_ucrtbase_dll' evaluates to false. [87CC:9790][2016-03-21T16:56:58]i000: Registry key not found. Key = 'SOFTWARE\Microsoft\Windows\CurrentVersion\Component Based Servicing\Packages\Package_for_KB2919355~31bf3856ad364e35~amd64~~6.3.1.14' [87CC:9790][2016-03-21T16:56:58]i000: Registry key not found. Key = 'SOFTWARE\Microsoft\Windows\CurrentVersion\Component Based Servicing\Packages\Package_for_KB2919355~31bf3856ad364e35~x86~~6.3.1.14' [87CC:9790][2016-03-21T16:56:58]i102: Detected related bundle: {06f702c0-12c1-4d02-a753-2c00d9f1d01e}, type: Upgrade, scope: PerMachine, version: 0.9.1506.0, operation: MajorUpgrade [87CC:9790][2016-03-21T16:56:58]i103: Detected related package: {AAC1E08D-E424-4905-8FD0-5CDAF91FD0FF}, scope: PerMachine, version: 0.9.1506.0, language: 0 operation: MajorUpgrade [87CC:9790][2016-03-21T16:56:58]i101: Detected package: pms, state: Absent, cached: None [87CC:9790][2016-03-21T16:56:58]i101: Detected package: vcredist_repair, state: Absent, cached: Complete [87CC:9790][2016-03-21T16:56:58]i101: Detected package: vcredist, state: Absent, cached: Complete [87CC:9790][2016-03-21T16:56:58]i052: Condition 'VersionNT >= v6.0' evaluates to true. [87CC:9790][2016-03-21T16:56:58]i052: Condition 'NOT ((VersionNT = v6.0) AND ((NOT ServicePackLevel) OR (ServicePackLevel < 2)))' evaluates to true. [87CC:9790][2016-03-21T16:56:58]i052: Condition 'NOT ((VersionNT = v6.1) AND ((NOT ServicePackLevel) OR (ServicePackLevel < 1)))' evaluates to true. [87CC:9790][2016-03-21T16:56:58]i052: Condition 'NOT ((VersionNT = v6.3) AND (KB2919355_x86 <> 112 AND KB2919355_amd64 <> 112))' evaluates to true. [87CC:9790][2016-03-21T16:56:58]i199: Detect complete, result: 0x0 [87CC:8710][2016-03-21T16:57:00]i000: Setting numeric variable 'EulaAcceptCheckbox' to value 0 [87CC:9790][2016-03-21T16:57:00]i200: Plan begin, 3 packages, action: Install [87CC:9790][2016-03-21T16:57:00]i000: Setting string variable 'WixBundleRollbackLog_pms' to value 'C:\Users\Kyle\AppData\Local\Temp\Plex Media Server_20160321165658_000_pms_rollback.log' [87CC:9790][2016-03-21T16:57:00]i000: Setting string variable 'WixBundleLog_pms' to value 'C:\Users\Kyle\AppData\Local\Temp\Plex Media Server_20160321165658_000_pms.log' [87CC:9790][2016-03-21T16:57:00]i052: Condition 'Bad_VCRedist' evaluates to false. [87CC:9790][2016-03-21T16:57:00]w321: Skipping dependency registration on package with no dependency providers: vcredist_repair [87CC:9790][2016-03-21T16:57:00]i052: Condition 'NOT Bad_VCRedist' evaluates to true. [87CC:9790][2016-03-21T16:57:00]w321: Skipping dependency registration on package with no dependency providers: vcredist [87CC:9790][2016-03-21T16:57:00]i000: Setting string variable 'WixBundleLog_vcredist' to value 'C:\Users\Kyle\AppData\Local\Temp\Plex Media Server_20160321165658_001_vcredist.log' [87CC:9790][2016-03-21T16:57:00]i201: Planned package: pms, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: Yes, uncache: No, dependency: Register [87CC:9790][2016-03-21T16:57:00]i201: Planned package: vcredist_repair, state: Absent, default requested: Absent, ba requested: Absent, execute: None, rollback: None, cache: No, uncache: Yes, dependency: None [87CC:9790][2016-03-21T16:57:00]i201: Planned package: vcredist, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: None, cache: No, uncache: No, dependency: None [87CC:9790][2016-03-21T16:57:00]i207: Planned related bundle: {06f702c0-12c1-4d02-a753-2c00d9f1d01e}, type: Upgrade, default requested: Absent, ba requested: Absent, execute: Uninstall, rollback: Install, dependency: None [87CC:9790][2016-03-21T16:57:00]i299: Plan complete, result: 0x0 [87CC:9790][2016-03-21T16:57:00]i300: Apply begin [87CC:9790][2016-03-21T16:57:00]i010: Launching elevated engine process. [87CC:9790][2016-03-21T16:57:02]i011: Launched elevated engine process. [87CC:9790][2016-03-21T16:57:02]i012: Connected to elevated engine. [8860:06CC][2016-03-21T16:57:02]i358: Pausing automatic updates. [8860:06CC][2016-03-21T16:57:02]i359: Paused automatic updates. [8860:06CC][2016-03-21T16:57:02]i360: Creating a system restore point. [8860:06CC][2016-03-21T16:57:02]i361: Created a system restore point. [8860:06CC][2016-03-21T16:57:02]i370: Session begin, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{99bd1275-691f-4329-a0b9-eed2b054df6b}, options: 0x7, disable resume: No [8860:06CC][2016-03-21T16:57:02]i000: Caching bundle from: 'C:\Users\Kyle\AppData\Local\Temp\{D1D0823E-F0B8-443A-BA15-7C558012AC31}\.be\pms.exe' to: 'C:\ProgramData\Package Cache\{99bd1275-691f-4329-a0b9-eed2b054df6b}\pms.exe' [8860:06CC][2016-03-21T16:57:02]i320: Registering bundle dependency provider: {99bd1275-691f-4329-a0b9-eed2b054df6b}, version: 0.9.1602.0 [8860:06CC][2016-03-21T16:57:02]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{99bd1275-691f-4329-a0b9-eed2b054df6b}, resume: Active, restart initiated: No, disable resume: No [87CC:ADAC][2016-03-21T16:57:02]i336: Acquiring container: WixAttachedContainer, copy from: D:\Users\Kyle\Downloads\Plex-Media-Server-0.9.1602.1827-df572f6-en-US.exe [87CC:ADAC][2016-03-21T16:57:02]i000: Setting string variable 'WixBundleLastUsedSource' to value 'D:\Users\Kyle\Downloads\' [8860:A03C][2016-03-21T16:57:02]i305: Verified acquired payload: pms at path: C:\ProgramData\Package Cache\.unverified\pms, moving to: C:\ProgramData\Package Cache\{AC9AB5E8-FD2D-4D13-B8C9-597825829921}v0.9.1602\pms.msi. [8860:A03C][2016-03-21T16:57:02]i304: Verified existing payload: vcredist at path: C:\ProgramData\Package Cache\17B381D3ADB22F00E4AB47CBD91CE0A5B1CCBC70\vcredist_x86.exe. [8860:06CC][2016-03-21T16:57:02]i323: Registering package dependency provider: {AC9AB5E8-FD2D-4D13-B8C9-597825829921}, version: 0.9.1602, package: pms [8860:06CC][2016-03-21T16:57:02]i301: Applying execute package: pms, action: Install, path: C:\ProgramData\Package Cache\{AC9AB5E8-FD2D-4D13-B8C9-597825829921}v0.9.1602\pms.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7" INSTALLLOCATION="C:\Program Files (x86)\Plex\Plex Media Server\"' [8860:06CC][2016-03-21T16:57:02]e000: Error 0x80070643: Failed to install MSI package. [8860:06CC][2016-03-21T16:57:02]e000: Error 0x80070643: Failed to execute MSI package. [87CC:9790][2016-03-21T16:57:02]e000: Error 0x80070643: Failed to configure per-machine MSI package. [87CC:9790][2016-03-21T16:57:02]i319: Applied execute package: pms, result: 0x80070643, restart: None [87CC:9790][2016-03-21T16:57:02]e000: Error 0x80070643: Failed to execute MSI package. [8860:06CC][2016-03-21T16:57:02]i318: Skipped rollback of package: pms, action: Uninstall, already: Absent [87CC:9790][2016-03-21T16:57:02]i319: Applied rollback package: pms, result: 0x0, restart: None [8860:06CC][2016-03-21T16:57:02]i329: Removed package dependency provider: {AC9AB5E8-FD2D-4D13-B8C9-597825829921}, package: pms [8860:06CC][2016-03-21T16:57:02]i351: Removing cached package: pms, from path: C:\ProgramData\Package Cache\{AC9AB5E8-FD2D-4D13-B8C9-597825829921}v0.9.1602\ [8860:06CC][2016-03-21T16:57:02]i372: Session end, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{99bd1275-691f-4329-a0b9-eed2b054df6b}, resume: None, restart: None, disable resume: No [8860:06CC][2016-03-21T16:57:02]i330: Removed bundle dependency provider: {99bd1275-691f-4329-a0b9-eed2b054df6b} [8860:06CC][2016-03-21T16:57:02]i352: Removing cached bundle: {99bd1275-691f-4329-a0b9-eed2b054df6b}, from path: C:\ProgramData\Package Cache\{99bd1275-691f-4329-a0b9-eed2b054df6b}\ [8860:06CC][2016-03-21T16:57:02]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{99bd1275-691f-4329-a0b9-eed2b054df6b}, resume: None, restart initiated: No, disable resume: No [87CC:9790][2016-03-21T16:57:03]i399: Apply complete, result: 0x80070643, restart: None, ba requested restart: No

2

I believe you may have an issue with the version on Visual C redist that is currently installed.
The key is the message “Failed to execute MSI”. I had the same problem.
Look for MSVC++ 2015 version 14.0 or newer and try again. P.S. make sure you remove the old version.
-B

3

There may be some more info in the other log
Error 0x80070643 is a generic error

[8860:06CC][2016-03-21T16:57:02]i301: Applying execute package: pms, action: Install, path: C:\ProgramData\Package Cache\{AC9AB5E8-FD2D-4D13-B8C9-597825829921}v0.9.1602\pms.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7" INSTALLLOCATION="C:\Program Files (x86)\Plex\Plex Media Server\"'
[8860:06CC][2016-03-21T16:57:02]e000: Error 0x80070643: Failed to install MSI package.

Could you see if you can find log file
C:\Users\Kyle\AppData\Local\Temp\Plex Media Server_20160321165658_000_pms.log
Please use the Attach image/file to attach - do not paste

4

I didn’t find the exactly named files, but I found these installer logs in that plex folder in appdata

5

@Beui69 said:
I believe you may have an issue with the version on Visual C redist that is currently installed.
The key is the message “Failed to execute MSI”. I had the same problem.
Look for MSVC++ 2015 version 14.0 or newer and try again. P.S. make sure you remove the old version.
-B

I have version 14.0.23506 installed :confused:

6

@kamcknig said:
I didn’t find the exactly named files, but I found these installer logs in that plex folder in appdata

Could be to do with the uninstall of the old version 0.9.15.6
Try to do that manually and see if it succeeds. So shut down Plex Media Server and then go through Control Panel / programs and uninstall 0.9.15.6 and then if ok, download and install the latest version

7

I’m a little afraid of doing that if it then fails. Do they have archived old versions?

Also, if I uninstall and reinstall will my library stay intact with all of the watched items correctly marked?

8

@kamcknig said:
I’m a little afraid of doing that if it then fails. Do they have archived old versions?

Also, if I uninstall and reinstall will my library stay intact with all of the watched items correctly marked?

The library is not affected by uninstalling / re-installing the programs.
Old versions are available here https://plex.tv/downloads/1/archive
If the uninstall of 0.9.15.6 fails due to some missing files, then one could re-install it first

9

I am unable to uninstall

10

I would remove the VCredist and reinstall, then try again on the install.

11

Tried uninstalling the VCredist and that fails too!

12

@kamcknig said:
I am unable to uninstall

Do you get any dialogue box saying pms.exe not found or something like that when uninstalling 0.9.15.6?

Could you try downloading 0.9.15.6 from plex.tv/downloads/1/archive and re-installing. If succeeds then go through uninstall of 0.9.15.6 after re-installing it

13

@sa2000 said:

@kamcknig said:
I am unable to uninstall

Do you get any dialogue box saying pms.exe not found or something like that when uninstalling 0.9.15.6?

Could you try downloading 0.9.15.6 from plex.tv/downloads/1/archive and re-installing. If succeeds then go through uninstall of 0.9.15.6 after re-installing it

I always get the same errors it seems.

14

@kamcknig said:

@sa2000 said:

@kamcknig said:
I am unable to uninstall

Do you get any dialogue box saying pms.exe not found or something like that when uninstalling 0.9.15.6?

Could you try downloading 0.9.15.6 from plex.tv/downloads/1/archive and re-installing. If succeeds then go through uninstall of 0.9.15.6 after re-installing it

I always get the same errors it seems.

how many log files got created during the re-install of 0.9.15.6 ? could you attach them
They are the files in %LocalAppData%\Temp

15

I can’t really try a reinstall since I can’t uninstall, but on an uninstall I get two log files

16

On a repair I get the same two files

17

What does the Windows log say about the failed uninstall?
Sounds like a possible rights issue or something similar.

18

@Beui69 said:
What does the Windows log say about the failed uninstall?
Sounds like a possible rights issue or something similar.

19

I am having the same problem. I do have MS C++ 14.0, so that is not the problem.

20

@kamcknig said:
I can’t really try a reinstall since I can’t uninstall, but on an uninstall I get two log files

@kamcknig said:
On a repair I get the same two files

Yes they are similar and the logs do not give reason for failure other than the generic error codes

The uninstall of 0.9.15.6

[52A0:C630][2016-03-23T08:18:41]i301: Applying execute package: pms, action: Uninstall, path: (null), arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7" INSTALLLOCATION="C:\Program Files (x86)\Plex\Plex Media Server\"'
[52A0:C630][2016-03-23T08:18:41]e000: Error 0x80070643: Failed to uninstall MSI package.
[52A0:C630][2016-03-23T08:18:41]e000: Error 0x80070643: Failed to execute MSI package.
[9108:5B44][2016-03-23T08:18:41]e000: Error 0x80070643: Failed to configure per-machine MSI package.
[9108:5B44][2016-03-23T08:18:41]i319: Applied execute package: pms, result: 0x80070643, restart: None
[9108:5B44][2016-03-23T08:18:41]e000: Error 0x80070643: Failed to execute MSI package.

and the related log file had

MSI (c) (A0:F8) [08:18:41:614]: MainEngineThread is returning 1603

For the repair of 0.9.15.6.

[9268:D258][2016-03-23T08:19:52]i301: Applying execute package: pms, action: Repair, path: C:\ProgramData\Package Cache\{AAC1E08D-E424-4905-8FD0-5CDAF91FD0FF}v0.9.1506\pms.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7" INSTALLLOCATION="C:\Program Files (x86)\Plex\Plex Media Server\"'

[9268:D258][2016-03-23T08:19:52]e000: Error 0x80070643: Failed to run maintanance mode for MSI package.
[9268:D258][2016-03-23T08:19:52]e000: Error 0x80070643: Failed to execute MSI package.
[BEB8:C038][2016-03-23T08:19:52]e000: Error 0x80070643: Failed to configure per-machine MSI package.
[BEB8:C038][2016-03-23T08:19:52]i319: Applied execute package: pms, result: 0x80070643, restart: None
[BEB8:C038][2016-03-23T08:19:52]e000: Error 0x80070643: Failed to execute MSI package.

and the related log

MSI (c) (68:74) [08:19:52:265]: MainEngineThread is returning 1603

Was this file created and could you attach it if it is there (it was referenced in the repair log file)
C:\Users\Kyle\AppData\Local\Temp\Plex Media Server_20160323081949_001_vcredist.log

I will consult with the Plex Devs to see if we can get more diagnostic information. One possibility is to run SysInternals Process Monitor during the repair and see what gets logged there at the time of these errors. The resulting capture file (PML) file would be huge and need to be zipped and uploaded to dropbox or google drive and link sent to me by PM - together with the repair log files

What anti virus / internet security do you have ? You could try to disable whilst running repair