Can't install, uninstall PMS. Now I can't launch it. Please help!

General Discussions
1

So, first of all:

  • I have done a backup of my PMS library
  • I have done a backup of my system
  • We are not playing with fire.

At some point I began getting messages about a PMS update, clicked the button, and it never updated. Repeatedly. So I tried downloading the installer manually, but get an error about finding ‘pms-shutdown.msi’ and a folder string that links to a folder called “Package Cache” with a long string. Now I tried uninstalling PMS to install anew, but I can’t even launch the uninstaller from Win10 preferences because this too causes a “Package Cache” related error finding the uninstaller .msi file.

Searching the forums like a good user who searches before they post, I found a link to a Microsoft Installer fixer-upper. So I ran that. It wanted to try to uninstall PMS. I said okay. PMS isn’t uninstalled. Now when I launch it it crashes immediately and it’s icon disappears from the tray. So now I can’t even run an old version of PMS.

I’ve seen old posts that involved downloading the previous version of PMS and reinstalling it atop your current one to “fix the links”, but from what I can tell Plex no longer keeps version archives because the links in the posts don’t work.

I’m guessing this change is a result of Win10 Creators Update, which I daringly installed about two weeks ago. Aside from restoring a system backup from February, what should I do? PMS ran stable for 2.5 years and I’ve been a Pass member for two. Now everything is broken. :frowning:

2

Searching the forums like a good user who searches before they post, I found a link to a Microsoft Installer fixer-upper. So I ran that. It wanted to try to uninstall PMS. I said okay. PMS isn’t uninstalled. Now when I launch it it crashes immediately and it’s icon disappears from the tray. So now I can’t even run an old version of PMS.

Did you try to install an old version of PMS after you did the MS fix? Please try installing the latest version.

3

Hi there,
I didn’t install an old version. I didn’t have one on hand, and I don’t think the archive is online anymore.

I eventually restored from backup. Sorry I didn’t learn the root cause of this, but I couldn’t go without Plex in my household for much longer.

4

Ok, I misread your earlier statement about not being able to run an older version.

Sorry you had to use the restore, but glad that you are back up and running.

5

I tried to install on a Dell XPS11 and did have it playing on the PC screen, but the castinng to the bigscreen is horrible, and the menu for LIVE TV does no show ss in examples. I decided to uninstqll qnd try qgain. after 5 dqys and 20hrs wasted I still cnnot get the uninstall. it says I have to restart, but when I do I get a yellow error link that opens this in notepqd:
[2478:2024][2017-07-13T11:31:11]i001: Burn v3.10.3.3007, Windows v10.0 (Build 15063: Service Pack 0), path: C:\ProgramData\Package Cache{0fdef169-9dda-4c96-9865-0bf7b2a4ef4e}\PlexMediaPlayer-1.3.4.670-1d4f6da1-windows-x64.exe
[2478:2024][2017-07-13T11:31:11]i000: Initializing numeric variable ‘autolaunch’ to value ‘0’
[2478:2024][2017-07-13T11:31:11]i000: Initializing string variable ‘InstallFolder’ to value ‘[ProgramFiles64Folder]Plex\Plex Media Player’
[2478:2024][2017-07-13T11:31:11]i000: Initializing string variable ‘LaunchTarget’ to value ‘[InstallFolder]\PlexMediaPlayer.exe’
[2478:2024][2017-07-13T11:31:11]i009: Command Line: ‘"-burn.clean.room=C:\ProgramData\Package Cache{0fdef169-9dda-4c96-9865-0bf7b2a4ef4e}\PlexMediaPlayer-1.3.4.670-1d4f6da1-windows-x64.exe" -burn.filehandle.attached=536 -burn.filehandle.self=548 /uninstall’
[2478:2024][2017-07-13T11:31:11]i000: Setting string variable ‘WixBundleLog’ to value ‘C:\Users\FLUTEM~1\AppData\Local\Temp\Plex_Media_Player_20170713113111.log’
[2478:2024][2017-07-13T11:31:12]i000: Setting string variable ‘WixBundleManufacturer’ to value ‘Plex’
[2478:2408][2017-07-13T11:31:12]i000: Setting numeric variable ‘WixStdBALanguageId’ to value 1033
[2478:2408][2017-07-13T11:31:12]i000: Setting version variable ‘WixBundleFileVersion’ to value ‘1.3.4.0’
[2478:2024][2017-07-13T11:31:12]i100: Detect begin, 13 packages
[2478:2024][2017-07-13T11:31:12]i000: Registry key not found. Key = ‘Software\Plex, Inc.\Plex Media Player’
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘PreviousInstallFolder’ evaluates to false.
[2478:2024][2017-07-13T11:31:12]i000: Setting numeric variable ‘FoundMfPlatDll’ to value 1
[2478:2024][2017-07-13T11:31:12]i000: Setting numeric variable ‘Found_ucrtbase_dll’ to value 1
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘NOT Found_ucrtbase_dll’ evaluates to false.
[2478:2024][2017-07-13T11:31:12]i000: Setting string variable ‘WinRegCurrentBuildNumber’ to value ‘15063’
[2478:2024][2017-07-13T11:31:12]i000: Setting string variable ‘WinRegCurrentBuild’ to value ‘15063’
[2478:2024][2017-07-13T11:31:12]i000: Setting string variable ‘WinRegEditionID’ to value ‘Core’
[2478:2024][2017-07-13T11:31:12]i000: Setting string variable ‘WinRegInstallationType’ to value ‘Client’
[2478:2024][2017-07-13T11:31:12]i000: Setting string variable ‘WinRegMediaPlayer’ to value ‘%ProgramFiles%\Windows Media Player’
[2478:2024][2017-07-13T11:31:12]i000: Setting string variable ‘WinRegProductName’ to value ‘Windows 10 Home’
[2478:2024][2017-07-13T11:31:12]i000: Setting string variable ‘WinRegReleaseID’ to value ‘1703’
[2478:2024][2017-07-13T11:31:12]i000: Registry key not found. Key = ‘SOFTWARE\Microsoft\Windows\CurrentVersion\Component Based Servicing\Packages\Package_for_KB2919355~31bf3856ad364e35~amd646.3.1.14’
[2478:2024][2017-07-13T11:31:12]i000: Registry key not found. Key = 'SOFTWARE\Microsoft\Windows\CurrentVersion\Component Based Servicing\Packages\Package_for_KB2919355~31bf3856ad364e35~x866.3.1.14’
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘FoundMfPlatDll AND WinRegMediaPlayer’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘FoundMfPlatDll AND WinRegMediaPlayer’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i101: Detected package: MediaPackWin7x86, state: Present, cached: None
[2478:2024][2017-07-13T11:31:12]i101: Detected package: MediaPackWin7x64, state: Present, cached: None
[2478:2024][2017-07-13T11:31:12]i101: Detected package: MediaPackWin8x86, state: Present, cached: None
[2478:2024][2017-07-13T11:31:12]i101: Detected package: MediaPackWin8x64, state: Present, cached: None
[2478:2024][2017-07-13T11:31:12]i101: Detected package: MediaPackWin81x86, state: Present, cached: None
[2478:2024][2017-07-13T11:31:12]i101: Detected package: MediaPackWin81x64, state: Present, cached: None
[2478:2024][2017-07-13T11:31:12]i101: Detected package: MediaPackWin10x86, state: Present, cached: None
[2478:2024][2017-07-13T11:31:12]i101: Detected package: MediaPackWin10x64, state: Present, cached: None
[2478:2024][2017-07-13T11:31:12]i101: Detected package: MediaPackWin10x861511, state: Present, cached: None
[2478:2024][2017-07-13T11:31:12]i101: Detected package: MediaPackWin10x641511, state: Present, cached: None
[2478:2024][2017-07-13T11:31:12]i101: Detected package: pmp, state: Present, cached: Complete
[2478:2024][2017-07-13T11:31:12]i101: Detected package: vcredist_repair, state: Absent, cached: None
[2478:2024][2017-07-13T11:31:12]i101: Detected package: vcredist, state: Absent, cached: None
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘VersionNT >= v6.1’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘NOT ((VersionNT = v6.1) AND ((NOT ServicePackLevel) OR (ServicePackLevel < 1)))’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i052: Condition ‘NOT ((VersionNT = v6.3) AND (KB2919355_x86 <> 112 AND KB2919355_amd64 <> 112))’ evaluates to true.
[2478:2024][2017-07-13T11:31:12]i199: Detect complete, result: 0x0
[2478:2024][2017-07-13T11:31:15]i200: Plan begin, 13 packages, action: Uninstall
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: vcredist
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: vcredist_repair
[2478:2024][2017-07-13T11:31:15]i000: Setting string variable ‘WixBundleRollbackLog_pmp’ to value ‘C:\Users\FLUTEM~1\AppData\Local\Temp\Plex_Media_Player_20170713113111_000_pmp_rollback.log’
[2478:2024][2017-07-13T11:31:15]i000: Setting string variable ‘WixBundleLog_pmp’ to value ‘C:\Users\FLUTEM~1\AppData\Local\Temp\Plex_Media_Player_20170713113111_000_pmp.log’
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: MediaPackWin10x641511
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: MediaPackWin10x861511
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: MediaPackWin10x64
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: MediaPackWin10x86
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: MediaPackWin81x64
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: MediaPackWin81x86
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: MediaPackWin8x64
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: MediaPackWin8x86
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: MediaPackWin7x64
[2478:2024][2017-07-13T11:31:15]w321: Skipping dependency registration on package with no dependency providers: MediaPackWin7x86
[2478:2024][2017-07-13T11:31:15]i201: Planned package: vcredist, state: Absent, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i201: Planned package: vcredist_repair, state: Absent, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i201: Planned package: pmp, state: Present, default requested: Absent, ba requested: Absent, execute: Uninstall, rollback: Install, cache: No, uncache: Yes, dependency: Unregister
[2478:2024][2017-07-13T11:31:15]i201: Planned package: MediaPackWin10x641511, state: Present, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i201: Planned package: MediaPackWin10x861511, state: Present, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i201: Planned package: MediaPackWin10x64, state: Present, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i201: Planned package: MediaPackWin10x86, state: Present, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i201: Planned package: MediaPackWin81x64, state: Present, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i201: Planned package: MediaPackWin81x86, state: Present, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i201: Planned package: MediaPackWin8x64, state: Present, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i201: Planned package: MediaPackWin8x86, state: Present, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i201: Planned package: MediaPackWin7x64, state: Present, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i201: Planned package: MediaPackWin7x86, state: Present, default requested: None, ba requested: None, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[2478:2024][2017-07-13T11:31:15]i299: Plan complete, result: 0x0
[2478:2024][2017-07-13T11:31:15]i300: Apply begin
[2478:2024][2017-07-13T11:40:02]i399: Apply complete, result: 0x8007015e, restart: Required, ba requested restart: No

way over my head.
I did find a post here on deleting aa file in regedit, but it still does the same error mmessage with notepad link.
Help,at this point I just want my life back and aa refund of the year’s subscription that I have been unable to use.

6

That indicates you are trying to uninstall Plex Media Player. That’s different from Plex Media Server.

7

duh, I should have mentioned the server uninstalled fine. I even went back and reinstalled the server to see if it would let me uninstall the player first. Same message. I need to uninstall both.
I am giving up on Plex. trying to free up space before I ask for the refund of the years fee.
The error messages says I need to restart, but when I do I get the same message
with the yellow link embedded that opens the notepad message copied above. I feel like taking it to a computer store and sending Plex the bill. I have literally wasted more than 20 hrs, and I do have more time than money, but…

8

I understand frustration and how that causes statements to be made to express that frustration… But you are aware that Plex does not charge a fee? Plex Pass is optional. It provides access to enhanced features and earlier access to the code (others call it beta testing :slight_smile: ) In addition, some enhanced features, EPG for the DVR functionality cost Plex and they need to cover their cost by limiting it to Plex Pass members.

The Plex Media Server will run and serve up your media without paying Plex anything.

As far as being unable to uninstall an application, and I know that you do not want to spend anymore time on this, but have you tried:

  1. Installing the Plex Media Player again (on top of the existing code). This may fix any corrupt file or permissions. Then try to uninstall.

  2. Running the uninstall As Administrator?

  3. Nuclear Option: Search and deleted all references to Plex on your hard drive (file system). And using Regedit, search and delete for Plex any keys that you find. BE CAREFUL! ONLY DELETE WHAT MAKES SENSE TO YOU THAT RELATES TO PLEX SERVER AND MEDIA PLAYER.

9

_I will be preoccupied after tomorow, please do not mistake no response as no interest. Going On the vacation during which I hoped to record TV with plex an my Hauppauge wintv dual tuner…

10

The last part of the error you posted shows error 0x8007015e. This usually has to do with the Visual C++ runtime library. It’s possible the uninstall was unable to remove that. They uninstalling that first from the control panel, then uninstall both PMS and PMP. Then there are a few files and registry entires you will need to remove manually. See https://support.plex.tv/hc/en-us/articles/201941078-Uninstall-Plex-Media-Server for details.