# Debugging setup failures **URL:** \ **Category:** Plex Media Server\ **Tags:** server-windows\ **Created:** [October 29, 2011, 2:05am UTC](https://forums.plex.tv/t/debugging-setup-failures/11495 "2011-10-29T02:05:57Z")\ **Posts on this page:** 20\ **Page:** 22
**Author:** ![sa2000](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/sa2000/32/6922_2.png) [@sa2000](https://forums.plex.tv/u/sa2000)\ **Post date:** [June 7, 2015, 2:09am UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/421 "2015-06-07T02:09:44Z")
> I downloaded Plex. Restarted my computer. Clicked on the Start button in Windows 7 chose Plex Media Server and nothing happened. This is how it should work. I am not a computer professional, and I shouldn't have to mess around with settings to get a piece of software to work. But as Windows 10 is going to take away WMC I have to find something else. So how do I get it to work? If you are after a program that has no settings and you are not prepared to configure or spend time troubleshooting issues then Plex is not for you   You say:   I downloaded Plex. Restarted my computer. Clicked on the Start button in Windows 7 chose Plex Media Server and nothing happened   I take it you mean: You downloaded **Plex Media Server**  for Windows from [plex.tv/downloads](http://plex.tv/downloads) ? You then installed Plex Media Server using this download At the end of the install - you have option to Launch. Did you click this button?   Assuming you did, it should then open your default browser (you must have a Default Browser defined in 'Default Programs' in Control Panel) and the browser takes you through the setup sequence of accepting the end user licencse, registering with plex.tv and defining your library   Did any of this happen ?   Once the initial setup is completed - after that when Plex Media Server.exe is launched from the Start / Programs list, it will run Plex Media Server.exe as a background process. It will create a system tray plex icon which has pop out with options for accessing Media Manager (browser based Plex Media Server client/player and manager of the server), option to tick to ensure Plex Media Server is automatically started when windows is restarted and you login to a user account in windows   Did you have a look at the Getting Started information on the support web site [http://support.plex.tv](http://support.plex.tv) There is a lot of information on the support site     ---
**Author:** ![Tsakaro](https://avatars.discourse-cdn.com/v4/letter/t/bb73d2/32.png) [@Tsakaro](https://forums.plex.tv/u/Tsakaro)\ **Post date:** [June 10, 2015, 3:04pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/422 "2015-06-10T15:04:36Z")
Still having the same issue. Was this resolve? ---
**Author:** ![sa2000](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/sa2000/32/6922_2.png) [@sa2000](https://forums.plex.tv/u/sa2000)\ **Post date:** [June 10, 2015, 10:48pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/423 "2015-06-10T22:48:03Z")
> Still having the same issue. Was this resolve? What same issue ? This is your first post so you have not reported any issues. And in this Setup failures topic there are loads of issues discussed and resolved - and not just one issue. Read the whole thread and you will see it is not just one issue. There is no outstanding issue to be resolved Please also have a look at the support.plex.tv web site ---
**Author:** ![MNuman](https://avatars.discourse-cdn.com/v4/letter/m/8e8cbc/32.png) [@MNuman](https://forums.plex.tv/u/MNuman)\ **Post date:** [September 13, 2015, 10:29am UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/424 "2015-09-13T10:29:20Z")
Dear Members, I’ve been using plex for several years with no problem until yesterday. I was using plex and it said there was a server update, so i tried to install it but got an error that he could not find pms.msi file. I browsed and found it but still am getting an error. After i click it away it says it can’t delete older version of plex media server. I allready deleted it, removed REGKEY with regedit, removed local apps folder and when searching for plex i can’t find anyting. I included the installlog.txt. Please i hope someone can help me, so i can watch my movies/ photos and music a.s.a.p. Kind regards, ---
**Author:** ![sa2000](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/sa2000/32/6922_2.png) [@sa2000](https://forums.plex.tv/u/sa2000)\ **Post date:** [September 13, 2015, 10:32am UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/425 "2015-09-13T10:32:27Z")
> @MNuman said: > Dear Members, > > I’ve been using plex for several years with no problem until yesterday. > I was using plex and it said there was a server update, so i tried to install it but got an error that he could not find pms.msi file. I browsed and found it but still am getting an error. > After i click it away it says it can’t delete older version of plex media server. > > I allready deleted it, removed REGKEY with regedit, removed local apps folder and when searching for plex i can’t find anyting. > > I included the installlog.txt. > > Please i hope someone can help me, so i can watch my movies/ photos and music a.s.a.p. > > Kind regards, I suspect it is a bad download of the new version setup file. Do the update manually - see advice I gave here for manual update [https://forums.plex.tv/discussion/comment/1017603/#Comment\_1017603](https://forums.plex.tv/discussion/comment/1017603/#Comment_1017603) In your case it would be downloading version 0.9.12.11 of plex media server ---
**Author:** ![MNuman](https://avatars.discourse-cdn.com/v4/letter/m/8e8cbc/32.png) [@MNuman](https://forums.plex.tv/u/MNuman)\ **Post date:** [September 13, 2015, 11:07am UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/426 "2015-09-13T11:07:56Z")
Thnx SA2000, The digital signature was correct, plex.inc - sha1. Unfortunatly i still get the same error. Deleted all and tried it with 9.12.8, good download, and still getting the same error. Included this last attempt installlog.txt again. The problems seems to be in finding the pms.psi fil in my temp. Also tries downloading it with Iexplorer, same problem. ---
**Author:** ![sa2000](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/sa2000/32/6922_2.png) [@sa2000](https://forums.plex.tv/u/sa2000)\ **Post date:** [September 13, 2015, 11:52am UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/427 "2015-09-13T11:52:38Z")
> @MNuman said: > Thnx SA2000, > > The digital signature was correct, plex.inc - sha1. Unfortunatly i still get the same error. > Deleted all and tried it with 9.12.8, good download, and still getting the same error. > Included this last attempt installlog.txt again. > > The problems seems to be in finding the pms.psi fil in my temp. > Also tries downloading it with Iexplorer, same problem. Sometimes the pms.msi error is for the previous version rather than the one to be installed For PMS 0.9.12.8 it was trying to use the existing package which I suspect may have got deleted ? Is this an upgrade attempt from 0.9.12.8 to 0.9.12.11 ? Need to concentrate on getting 0.9.12.11 rather than troubleshooting install of 0.9.12.8 Can you try to uninstall 0.9.12.8. If you get an error for missing package then could try the Microsoft FixIt for which there is a link available here [https://support.plex.tv/hc/en-us/articles/202967086-Errors-trying-to-upgrade-install-or-uninstall-Plex-Media-Server-on-Windows](https://support.plex.tv/hc/en-us/articles/202967086-Errors-trying-to-upgrade-install-or-uninstall-Plex-Media-Server-on-Windows) Then download 0.9.12.11 manually - check it for digital signature and try to install If it fails upload all msi log files They would be files named ```auto E:\Users\Numan\AppData\Local\Temp\Plex Media Server_yyyymmddhhmmss.log E:\Users\Numan\AppData\Local\Temp\Plex Media Server_yyyymmddhhmmss_0_pms.log ``` ---
**Author:** ![sa2000](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/sa2000/32/6922_2.png) [@sa2000](https://forums.plex.tv/u/sa2000)\ **Post date:** [September 13, 2015, 12:22pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/428 "2015-09-13T12:22:33Z")
> @MNuman said: You have sent me a note to say that the Fix It does not work on windows 10. I did not expect it to work on Windows 10. The log you supplied showed a Windows 8.1 setup and not Windows 10. The first line of the log you supplied was: ```auto [0CDC:1A54][2015-09-13T12:50:50]i001: Burn v3.8.1128.0, Windows v6.3 (Build 9600: Service Pack 0) ``` According to [this wikipedia page](https://en.wikipedia.org/wiki/Windows_NT "this wikipedia page") this is either windows 8.1 or windows server 2012 R2 Could you explain? If it is windows 10 then my advice would be that which I gave here for Option 2 [https://forums.plex.tv/discussion/comment/1015468/#Comment\_1015468](https://forums.plex.tv/discussion/comment/1015468/#Comment_1015468) ---
**Author:** ![MNuman](https://avatars.discourse-cdn.com/v4/letter/m/8e8cbc/32.png) [@MNuman](https://forums.plex.tv/u/MNuman)\ **Post date:** [September 13, 2015, 2:34pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/429 "2015-09-13T14:34:11Z")
> @sa2000 said: > [https://forums.plex.tv/discussion/comment/1015468/#Comment\_1015468](https://forums.plex.tv/discussion/comment/1015468/#Comment_1015468) I honestly do not know what that version says, but i am working on Windows 10 (updated it from windows 8,1 serveral weeks ago). I tried your option 2, got that pms.msi file but when i insert it during installation i am still getting the same error, logfile attached. Will reboot computer and see if that might help… ---
**Author:** ![sa2000](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/sa2000/32/6922_2.png) [@sa2000](https://forums.plex.tv/u/sa2000)\ **Post date:** [September 13, 2015, 2:49pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/430 "2015-09-13T14:49:40Z")
> @MNuman said: > Will reboot computer and see if that might help… Was this install at 16:31 ? Just checking that it is the right log file I mentioned there would be another log file as well - could you attach it please ```auto E:\Users\Numan\AppData\Local\Temp\Plex Media Server_20150913163149_0_pms.log ``` ---
**Author:** ![MNuman](https://avatars.discourse-cdn.com/v4/letter/m/8e8cbc/32.png) [@MNuman](https://forums.plex.tv/u/MNuman)\ **Post date:** [September 13, 2015, 3:14pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/431 "2015-09-13T15:14:58Z")
Yes i did several installations, but last one was at 16:31. I attached the other file. ---
**Author:** ![sa2000](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/sa2000/32/6922_2.png) [@sa2000](https://forums.plex.tv/u/sa2000)\ **Post date:** [September 13, 2015, 3:23pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/432 "2015-09-13T15:23:12Z")
> @MNuman said: > Yes i did several installations, but last one was at 16:31. > I attached the other file. Thanks - so the error is about the previous version ```auto MSI (s) (F8:C4) [16:33:12:837]: Product: Plex Media Server -- Error 1714. The older version of Plex Media Server cannot be removed. Contact your technical support group. System Error 1612. ``` and the one you extracted and pointed it to - some reason had an error saying a package mismatch ```auto MSI (c) (FC:7C) [16:32:13:679]: SOURCEMGMT: Trying source E:\Users\Numan\AppData\Local\Downloaded Installations\pms-install-temp\PMS\AttachedContainer\pms.msi. MSI (c) (FC:7C) [16:32:13:679]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer 3: 2 MSI (c) (FC:7C) [16:32:13:679]: SOURCEMGMT: Source is invalid due to invalid package code (product code doesn't match). MSI (c) (FC:7C) MSI (s) (F8:D8) [16:33:11:462]: I/O on thread 5464 could not be cancelled. Error: 1168 ``` The one it was looking for this time appears to be for version 0.9.12.4 ```auto MSI (s) (F8:74) [16:31:52:989]: SOURCEMGMT: Trying source E:\ProgramData\Package Cache\{9FECFE39-4123-40E7-9BCF-0A0DE93092A7}v0.9.1204\. MSI (s) (F8:74) [16:31:52:989]: Note: 1: 2203 2: E:\ProgramData\Package Cache\{9FECFE39-4123-40E7-9BCF-0A0DE93092A7}v0.9.1204\pms.msi 3: -2147287037 MSI (s) (F8:74) [16:31:52:989]: SOURCEMGMT: Source is invalid due to missing/inaccessible package. ``` Which version of Plex Media Sever did you download the installer for and extract? ---
**Author:** ![MNuman](https://avatars.discourse-cdn.com/v4/letter/m/8e8cbc/32.png) [@MNuman](https://forums.plex.tv/u/MNuman)\ **Post date:** [September 13, 2015, 7:17pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/433 "2015-09-13T19:17:16Z")
SA2000, I can’t thank you enough, i installed the 9.12.4 file using wix310, and used that file in the installation of 9.12.11 and it worked. I can finally use PLEX again. THANK YOU!!! ---
**Author:** ![tmeyersstl](https://avatars.discourse-cdn.com/v4/letter/t/b2d939/32.png) [@tmeyersstl](https://forums.plex.tv/u/tmeyersstl)\ **Post date:** [November 13, 2015, 4:57am UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/434 "2015-11-13T04:57:38Z")
I’m unable to install “Plex-Media-Server-0.9.1219.1537-f38ac80-en-US.exe”. The version I currently have installed is 0.9.12.18, but when I try to install the new version, I get the error “0x80070643 - Fatal error during installation”. I following the instructions at the beginning of this message thread and created the “log.txt” file, but then it says I need to “re-run pms.msi by hand”. Unfortunately, I can’t get the WiX Toolset to install, so I can’t follow the remaining instructions. CAN SOMEONE PLEASE HELP! Here is my “log.txt”: [E380:E630][2015-11-12T22:19:01]i001: Burn v3.8.1128.0, Windows v6.3 (Build 9600: Service Pack 0), path: C:\Users\Tom\Downloads\Plex-Media-Server-0.9.1219.1537-f38ac80-en-US.exe, cmdline: ‘/log log.txt’ [E380:E630][2015-11-12T22:19:01]i000: Initializing string variable ‘InstallFolder’ to value ‘[ProgramFilesFolder]Plex\Plex Media Server’ [E380:E630][2015-11-12T22:19:01]i000: Initializing string variable ‘LaunchTarget’ to value ‘[InstallFolder]\Plex Media Server.exe’ [E380:E630][2015-11-12T22:19:01]i000: Setting string variable ‘WixBundleLog’ to value ‘C:\Users\Tom\Downloads\log.txt’ [E380:E630][2015-11-12T22:19:01]i000: Setting string variable ‘WixBundleOriginalSource’ to value ‘C:\Users\Tom\Downloads\Plex-Media-Server-0.9.1219.1537-f38ac80-en-US.exe’ [E380:E630][2015-11-12T22:19:01]i052: Condition ‘(VersionNT \>= v6.0)’ evaluates to true. [E380:E630][2015-11-12T22:19:01]i000: Setting string variable ‘WixBundleName’ to value ‘Plex Media Server’ [E380:E630][2015-11-12T22:19:02]i100: Detect begin, 1 packages [E380:E630][2015-11-12T22:19:02]i102: Detected related bundle: {a04cc988-1b19-4b7d-a6bf-aa27a70bb0ec}, type: Upgrade, scope: PerMachine, version: 0.9.1218.0, operation: MajorUpgrade [E380:E630][2015-11-12T22:19:02]i103: Detected related package: {A42E2D80-FBAF-460B-9BBE-38856495AF59}, scope: PerMachine, version: 0.9.1218.0, language: 0 operation: MajorUpgrade [E380:E630][2015-11-12T22:19:02]i101: Detected package: pms, state: Absent, cached: None [E380:E630][2015-11-12T22:19:02]i199: Detect complete, result: 0x0 [E380:E7E4][2015-11-12T22:19:04]i000: Setting numeric variable ‘EulaAcceptCheckbox’ to value 0 [E380:E630][2015-11-12T22:19:04]i200: Plan begin, 1 packages, action: Install [E380:E630][2015-11-12T22:19:04]i000: Setting string variable ‘WixBundleRollbackLog\_pms’ to value ‘C:\Users\Tom\Downloads\log\_0\_pms\_rollback.txt’ [E380:E630][2015-11-12T22:19:04]i000: Setting string variable ‘WixBundleLog\_pms’ to value ‘C:\Users\Tom\Downloads\log\_0\_pms.txt’ [E380:E630][2015-11-12T22:19:04]i201: Planned package: pms, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: Yes, uncache: No, dependency: Register [E380:E630][2015-11-12T22:19:04]i207: Planned related bundle: {a04cc988-1b19-4b7d-a6bf-aa27a70bb0ec}, type: Upgrade, default requested: Absent, ba requested: Absent, execute: Uninstall, rollback: Install, dependency: None [E380:E630][2015-11-12T22:19:04]i299: Plan complete, result: 0x0 [E380:E630][2015-11-12T22:19:04]i300: Apply begin [DAA8:E770][2015-11-12T22:19:08]i360: Creating a system restore point. [DAA8:E770][2015-11-12T22:19:08]i361: Created a system restore point. [DAA8:E770][2015-11-12T22:19:08]i000: Caching bundle from: ‘C:\Users\Tom\AppData\Local\Temp{24f6f734-f790-479b-bd0f-38409a456508}.be\pms.exe’ to: ‘C:\ProgramData\Package Cache{24f6f734-f790-479b-bd0f-38409a456508}\pms.exe’ [DAA8:E770][2015-11-12T22:19:08]i320: Registering bundle dependency provider: {24f6f734-f790-479b-bd0f-38409a456508}, version: 0.9.1219.0 [DAA8:E538][2015-11-12T22:19:08]i305: Verified acquired payload: pms at path: C:\ProgramData\Package Cache.unverified\pms, moving to: C:\ProgramData\Package Cache{425CCD56-4640-4D1A-AC00-841526A889EA}v0.9.1219\pms.msi. [DAA8:E770][2015-11-12T22:19:08]i323: Registering package dependency provider: {425CCD56-4640-4D1A-AC00-841526A889EA}, version: 0.9.1219, package: pms [DAA8:E770][2015-11-12T22:19:08]i301: Applying execute package: pms, action: Install, path: C:\ProgramData\Package Cache{425CCD56-4640-4D1A-AC00-841526A889EA}v0.9.1219\pms.msi, arguments: ’ ARPSYSTEMCOMPONENT=“1” MSIFASTINSTALL=“7” INSTALLLOCATION=“C:\Program Files (x86)\Plex\Plex Media Server”’ [DAA8:E770][2015-11-12T22:19:09]e000: Error 0x80070643: Failed to install MSI package. [DAA8:E770][2015-11-12T22:19:09]e000: Error 0x80070643: Failed to execute MSI package. [E380:E630][2015-11-12T22:19:09]e000: Error 0x80070643: Failed to configure per-machine MSI package. [E380:E630][2015-11-12T22:19:09]i319: Applied execute package: pms, result: 0x80070643, restart: None [E380:E630][2015-11-12T22:19:09]e000: Error 0x80070643: Failed to execute MSI package. [DAA8:E770][2015-11-12T22:19:09]i318: Skipped rollback of package: pms, action: Uninstall, already: Absent [E380:E630][2015-11-12T22:19:09]i319: Applied rollback package: pms, result: 0x0, restart: None [DAA8:E770][2015-11-12T22:19:09]i329: Removed package dependency provider: {425CCD56-4640-4D1A-AC00-841526A889EA}, package: pms [DAA8:E770][2015-11-12T22:19:09]i351: Removing cached package: pms, from path: C:\ProgramData\Package Cache{425CCD56-4640-4D1A-AC00-841526A889EA}v0.9.1219 [DAA8:E770][2015-11-12T22:19:09]i330: Removed bundle dependency provider: {24f6f734-f790-479b-bd0f-38409a456508} [DAA8:E770][2015-11-12T22:19:09]i352: Removing cached bundle: {24f6f734-f790-479b-bd0f-38409a456508}, from path: C:\ProgramData\Package Cache{24f6f734-f790-479b-bd0f-38409a456508} [E380:E630][2015-11-12T22:19:09]i399: Apply complete, result: 0x80070643, restart: None, ba requested restart: No [E380:E630][2015-11-12T22:19:11]i500: Shutting down, exit code: 0x643 [E380:E630][2015-11-12T22:19:11]i410: Variable: EulaAcceptCheckbox = 0 [E380:E630][2015-11-12T22:19:11]i410: Variable: InstallFolder = C:\Program Files (x86)\Plex\Plex Media Server [E380:E630][2015-11-12T22:19:11]i410: Variable: LaunchTarget = C:\Program Files (x86)\Plex\Plex Media Server\Plex Media Server.exe [E380:E630][2015-11-12T22:19:11]i410: Variable: ProgramFilesFolder = C:\Program Files (x86) [E380:E630][2015-11-12T22:19:11]i410: Variable: VersionNT = 6.3.0.0 [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleAction = 4 [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleElevated = 1 [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleInstalled = 0 [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleLog = C:\Users\Tom\Downloads\log.txt [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleLog\_pms = C:\Users\Tom\Downloads\log\_0\_pms.txt [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleManufacturer = Plex, Inc. [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleName = Plex Media Server [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleOriginalSource = C:\Users\Tom\Downloads\Plex-Media-Server-0.9.1219.1537-f38ac80-en-US.exe [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleProviderKey = {24f6f734-f790-479b-bd0f-38409a456508} [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleRollbackLog\_pms = C:\Users\Tom\Downloads\log\_0\_pms\_rollback.txt [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleTag = [E380:E630][2015-11-12T22:19:11]i410: Variable: WixBundleVersion = 0.9.1219.0 [E380:E630][2015-11-12T22:19:11]i007: Exit code: 0x643, restarting: No ---
**Author:** ![sa2000](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/sa2000/32/6922_2.png) [@sa2000](https://forums.plex.tv/u/sa2000)\ **Post date:** [November 13, 2015, 7:42am UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/435 "2015-11-13T07:42:50Z")
> @tmeyersstl said: > I’m unable to install “Plex-Media-Server-0.9.1219.1537-f38ac80-en-US.exe”. The version I currently have installed is 0.9.12.18, but when I try to install the new version, I get the error “0x80070643 - Fatal error during installation”. I following the instructions at the beginning of this message thread and created the “log.txt” file, but then it says I need to “re-run pms.msi by hand”. Unfortunately, I can’t get the WiX Toolset to install, so I can’t follow the remaining instructions. CAN SOMEONE PLEASE HELP! > > Here is my “log.txt”: > > [E380:E630][2015-11-12T22:19:01]i001: Burn v3.8.1128.0, Windows v6.3 (Build 9600: Service Pack 0), path: C:\Users\Tom\Downloads\Plex-Media-Server-0.9.1219.1537-f38ac80-en-US.exe, cmdline: ‘/log log.txt’ > [E380:E630][2015-11-12T22:19:01]i000: Setting string variable ‘WixBundleOriginalSource’ to value ‘C:\Users\Tom\Downloads\Plex-Media-Server-0.9.1219.1537-f38ac80-en-US.exe’ > [E380:E630][2015-11-12T22:19:04]i000: Setting string variable ‘WixBundleLog\_pms’ to value ‘C:\Users\Tom\Downloads\log\_0\_pms.txt’ > [DAA8:E770][2015-11-12T22:19:09]e000: Error 0x80070643: Failed to install MSI package. I am afraid error 0x80070643 is a generic error and can be returned for a number of underlying issues. The more detailed log file (in your case `log_0_pms.txt`would have more info on the issue - in folder `C:\Users\Tom\Downloads` check first it is not the known problem that arises on windows 8 and windows 10 where it is necessary to have the windows firewall active at the time of the setup Related support page: [https://support.plex.tv/hc/en-us/articles/202967086-Errors-trying-to-upgrade-install-or-uninstall-Plex-Media-Server-on-Windows](https://support.plex.tv/hc/en-us/articles/202967086-Errors-trying-to-upgrade-install-or-uninstall-Plex-Media-Server-on-Windows) ---
**Author:** ![tmeyersstl](https://avatars.discourse-cdn.com/v4/letter/t/b2d939/32.png) [@tmeyersstl](https://forums.plex.tv/u/tmeyersstl)\ **Post date:** [November 13, 2015, 4:51pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/436 "2015-11-13T16:51:01Z")
I checked my Windows Firewall and it is definitely turned on. I’ve also attached my “log\_0\_pms.txt” file. ---
**Author:** ![tmeyersstl](https://avatars.discourse-cdn.com/v4/letter/t/b2d939/32.png) [@tmeyersstl](https://forums.plex.tv/u/tmeyersstl)\ **Post date:** [November 13, 2015, 4:54pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/437 "2015-11-13T16:54:47Z")
I just looked and found that the following folder and file are missing: ``` C:\ProgramData\Package Cache\{425CCD56-4640-4D1A-AC00-841526A889EA}v0.9.1219\pms.msi ``` What can I do to correct this? Any assistance would be greatly appreciated! 🙂 ---
**Author:** ![sa2000](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/sa2000/32/6922_2.png) [@sa2000](https://forums.plex.tv/u/sa2000)\ **Post date:** [November 13, 2015, 6:37pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/438 "2015-11-13T18:37:30Z")
> @tmeyersstl said: > I checked my Windows Firewall and it is definitely turned on. I’ve also attached my “log\_0\_pms.txt” file. > @tmeyersstl said: > I just looked and found that the following folder and file are missing: > > ``` > C:\ProgramData\Package Cache\{425CCD56-4640-4D1A-AC00-841526A889EA}v0.9.1219\pms.msi > > ``` > > What can I do to correct this? Any assistance would be greatly appreciated! 🙂 May be there was a corrupt download. The only error we have in the other log file is Error 1603. ```auto MSI (s) (7C:84) [22:19:09:010]: Running installation inside multi-package transaction C:\ProgramData\Package Cache\{425CCD56-4640-4D1A-AC00-841526A889EA}v0.9.1219\pms.msi MSI (s) (7C:84) [22:19:09:010]: Grabbed execution mutex. MSI (s) (7C:14) [22:19:09:010]: MainEngineThread is returning 1603 ``` Could you check the download file `C:\Users\Tom\Downloads\Plex-Media-Server-0.9.1219.1537-f38ac80-en-US.exe` to see if it is a complete file. Right click on the file and select `Properties` and look for a `Digital Signatures` tab with an entry for `Plex Inc` If these are missing, delete the download and download a fresh copy from plex.tv/downloads Might be an idea to get the latest PlexPASS release - version 0.9.14.1 Is the windows user account `Tom` an admin account? The default log files are normally sufficient - so no need for the special command line run of the setup for now and just for default install / uninstall - unless we need to add more detailed logging level ---
**Author:** ![tmeyersstl](https://avatars.discourse-cdn.com/v4/letter/t/b2d939/32.png) [@tmeyersstl](https://forums.plex.tv/u/tmeyersstl)\ **Post date:** [November 13, 2015, 10:38pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/439 "2015-11-13T22:38:53Z")
I should have mentioned that I already checked to make sure I had the complete file. The digital signature is there: ![](https://global.discourse-cdn.com/plex/original/3X/5/3/53eda0f20bb93e1b888f430fd45aba465fb77043.jpg) I also downloaded the newer version which is only available to Plex Pass users, but it won’t install either. And finally, yes, the account “Tom” is an admin account. Other suggestions??? ---
**Author:** ![sa2000](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/sa2000/32/6922_2.png) [@sa2000](https://forums.plex.tv/u/sa2000)\ **Post date:** [November 13, 2015, 10:55pm UTC](https://forums.plex.tv/t/debugging-setup-failures/11495/440 "2015-11-13T22:55:31Z")
> @tmeyersstl said: > I should have mentioned that I already checked to make sure I had the complete file. The digital signature is there: > > ![](https://sea1.discourse-cdn.com/plex/uploads/default/original/3X/5/3/53eda0f20bb93e1b888f430fd45aba465fb77043.jpg) > > I also downloaded the newer version which is only available to Plex Pass users, but it won’t install either. And finally, yes, the account “Tom” is an admin account. > > Other suggestions??? Yes - we need the 2 log files from the 0.9.14.x install in `c:\users om\appdata\local emp` files: ```auto Plex Media Server_yyyymmddhhmmss.log Plex Media Server_yyyymmddhhmmss_0_pms.log ``` It is possible the error is on removing 0.9.12.19 and failing on the pms.msi for that - but we would need the WixToolset installed. If you cannot may be you have some system problem [Previous page](https://forums.plex.tv/t/debugging-setup-failures/11495.md?page=21) [Next page](https://forums.plex.tv/t/debugging-setup-failures/11495.md?page=23)