Debugging setup failures

Plex Media Server Desktops & Laptops
421

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 ?
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
There is a lot of information on the support site
 
 
422

Still having the same issue. Was this resolve?

423

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

424

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,

425

@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
In your case it would be downloading version 0.9.12.11 of plex media server

426

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.

427

@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

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

E:\Users\Numan\AppData\Local\Temp\Plex Media Server_yyyymmddhhmmss.log
E:\Users\Numan\AppData\Local\Temp\Plex Media Server_yyyymmddhhmmss_0_pms.log
428

@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:

[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 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

429

@sa2000 said:
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…

430

@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

E:\Users\Numan\AppData\Local\Temp\Plex Media Server_20150913163149_0_pms.log
431

Yes i did several installations, but last one was at 16:31.
I attached the other file.

432

@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

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

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

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?

433

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!!!

434

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

435

@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.txtwould 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

436

I checked my Windows Firewall and it is definitely turned on. I’ve also attached my “log_0_pms.txt” file.

437

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! :slight_smile:

438

@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! :slight_smile:

May be there was a corrupt download. The only error we have in the other log file is Error 1603.

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

439

I should have mentioned that I already checked to make sure I had the complete file. The digital signature is there:

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???

440

@tmeyersstl said:
I should have mentioned that I already checked to make sure I had the complete file. The digital signature is there:

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:

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