Debugging setup failures

Plex Media Server Desktops & Laptops
501

I am not able to install the latest version of Plex Media Server. I’ve had it running for months and months. When I went to update, the installation failed with some cryptic message about not being able to uninstall a previous version. So I uninstalled the previous version myself and it still fails. Here’s the log:

[351C:55E8][2016-03-23T09:21:40]i001: Burn v3.10.2.2516, Windows v10.0 (Build 14291: Service Pack 0), path: C:\Users\Steve\AppData\Local\Temp{6694EDAF-5766-4E08-9B09-45E556F8148B}.cr\Plex-Media-Server-0.9.1603.1840-cece46d-en-US.exe
[351C:55E8][2016-03-23T09:21:40]i000: Initializing string variable ‘InstallFolder’ to value ‘[ProgramFilesFolder]Plex\Plex Media Server’
[351C:55E8][2016-03-23T09:21:40]i000: Initializing string variable ‘LaunchTarget’ to value ‘[InstallFolder]\Plex Media Server.exe’
[351C:55E8][2016-03-23T09:21:40]i009: Command Line: ‘-burn.clean.room=d:\Users\Steve\Downloads\Plex-Media-Server-0.9.1603.1840-cece46d-en-US.exe’
[351C:55E8][2016-03-23T09:21:40]i000: Setting string variable ‘WixBundleOriginalSource’ to value ‘d:\Users\Steve\Downloads\Plex-Media-Server-0.9.1603.1840-cece46d-en-US.exe’
[351C:55E8][2016-03-23T09:21:40]i000: Setting string variable ‘WixBundleOriginalSourceFolder’ to value ‘d:\Users\Steve\Downloads’
[351C:55E8][2016-03-23T09:21:40]i000: Setting string variable ‘WixBundleLog’ to value ‘C:\Users\Steve\AppData\Local\Temp\Plex Media Server_20160323092140.log’
[351C:55E8][2016-03-23T09:21:40]i000: Setting string variable ‘WixBundleName’ to value ‘Plex Media Server’
[351C:55E8][2016-03-23T09:21:40]i000: Setting string variable ‘WixBundleManufacturer’ to value ‘Plex, Inc.’
[351C:3428][2016-03-23T09:21:40]i000: Setting numeric variable ‘WixStdBALanguageId’ to value 1033
[351C:3428][2016-03-23T09:21:40]i000: Setting version variable ‘WixBundleFileVersion’ to value ‘0.9.1603.0’
[351C:55E8][2016-03-23T09:21:40]i100: Detect begin, 3 packages
[351C:55E8][2016-03-23T09:21:40]i000: Setting string variable ‘PreviousInstallFolder’ to value ‘C:\Program Files (x86)\Plex\Plex Media Server’
[351C:55E8][2016-03-23T09:21:40]i052: Condition ‘PreviousInstallFolder’ evaluates to true.
[351C:55E8][2016-03-23T09:21:40]i000: Directory search: wds78C90C4F25C58DF49B7F06B0FACFC974, did not find path: C:\Program Files (x86)\Plex\Plex Media Server, reason: 0x80070003
[351C:55E8][2016-03-23T09:21:40]i000: Setting numeric variable ‘Found_ucrtbase_dll’ to value 1
[351C:55E8][2016-03-23T09:21:40]i052: Condition ‘NOT Found_ucrtbase_dll’ evaluates to false.
[351C:55E8][2016-03-23T09:21:40]i000: Registry key not found. Key = ‘SOFTWARE\Microsoft\Windows\CurrentVersion\Component Based Servicing\Packages\Package_for_KB2919355~31bf3856ad364e35~amd646.3.1.14’
[351C:55E8][2016-03-23T09:21:40]i000: Registry key not found. Key = 'SOFTWARE\Microsoft\Windows\CurrentVersion\Component Based Servicing\Packages\Package_for_KB2919355~31bf3856ad364e35~x866.3.1.14’
[351C:55E8][2016-03-23T09:21:40]e000: Error 0x80070003: Failed to get size of pseudo bundle: C:\ProgramData\Package Cache{06f702c0-12c1-4d02-a753-2c00d9f1d01e}\pms.exe
[351C:55E8][2016-03-23T09:21:40]e000: Error 0x80070003: Failed to initialize package from related bundle id: {06f702c0-12c1-4d02-a753-2c00d9f1d01e}
[351C:55E8][2016-03-23T09:21:40]w120: Detected partially cached package: pms, invalid payload: pms, reason: 0x80070002
[351C:55E8][2016-03-23T09:21:40]i103: Detected related package: {AAC1E08D-E424-4905-8FD0-5CDAF91FD0FF}, scope: PerMachine, version: 0.9.1506.0, language: 0 operation: MajorUpgrade
[351C:55E8][2016-03-23T09:21:40]i101: Detected package: pms, state: Absent, cached: Partial
[351C:55E8][2016-03-23T09:21:40]i101: Detected package: vcredist_repair, state: Absent, cached: Complete
[351C:55E8][2016-03-23T09:21:40]i101: Detected package: vcredist, state: Absent, cached: Complete
[351C:55E8][2016-03-23T09:21:40]i052: Condition ‘VersionNT >= v6.0’ evaluates to true.
[351C:55E8][2016-03-23T09:21:40]i052: Condition ‘NOT ((VersionNT = v6.0) AND ((NOT ServicePackLevel) OR (ServicePackLevel < 2)))’ evaluates to true.
[351C:55E8][2016-03-23T09:21:40]i052: Condition ‘NOT ((VersionNT = v6.1) AND ((NOT ServicePackLevel) OR (ServicePackLevel < 1)))’ evaluates to true.
[351C:55E8][2016-03-23T09:21:40]i052: Condition ‘NOT ((VersionNT = v6.3) AND (KB2919355_x86 <> 112 AND KB2919355_amd64 <> 112))’ evaluates to true.
[351C:55E8][2016-03-23T09:21:40]i199: Detect complete, result: 0x0
[351C:3428][2016-03-23T09:21:42]i000: Setting numeric variable ‘EulaAcceptCheckbox’ to value 0
[351C:3428][2016-03-23T10:16:45]i000: Setting numeric variable ‘EulaAcceptCheckbox’ to value 0
[351C:3428][2016-03-23T10:16:48]i000: Setting string variable ‘InstallFolder’ to value ‘C:\Program Files (x86)\Plex\Plex Media Server’
[351C:3428][2016-03-23T10:16:49]i000: Setting numeric variable ‘EulaAcceptCheckbox’ to value 0
[351C:55E8][2016-03-23T10:16:49]i200: Plan begin, 3 packages, action: Install
[351C:55E8][2016-03-23T10:16:49]i000: Setting string variable ‘WixBundleRollbackLog_pms’ to value ‘C:\Users\Steve\AppData\Local\Temp\Plex Media Server_20160323092140_000_pms_rollback.log’
[351C:55E8][2016-03-23T10:16:49]i000: Setting string variable ‘WixBundleLog_pms’ to value ‘C:\Users\Steve\AppData\Local\Temp\Plex Media Server_20160323092140_000_pms.log’
[351C:55E8][2016-03-23T10:16:49]i052: Condition ‘Bad_VCRedist’ evaluates to false.
[351C:55E8][2016-03-23T10:16:49]w321: Skipping dependency registration on package with no dependency providers: vcredist_repair
[351C:55E8][2016-03-23T10:16:49]i052: Condition ‘NOT Bad_VCRedist’ evaluates to true.
[351C:55E8][2016-03-23T10:16:49]w321: Skipping dependency registration on package with no dependency providers: vcredist
[351C:55E8][2016-03-23T10:16:49]i000: Setting string variable ‘WixBundleLog_vcredist’ to value ‘C:\Users\Steve\AppData\Local\Temp\Plex Media Server_20160323092140_001_vcredist.log’
[351C:55E8][2016-03-23T10:16:49]i201: Planned package: pms, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: Yes, uncache: No, dependency: Register
[351C:55E8][2016-03-23T10:16:49]i201: Planned package: vcredist_repair, state: Absent, default requested: Absent, ba requested: Absent, execute: None, rollback: None, cache: No, uncache: Yes, dependency: None
[351C:55E8][2016-03-23T10:16:49]i201: Planned package: vcredist, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: None, cache: No, uncache: No, dependency: None
[351C:55E8][2016-03-23T10:16:49]i299: Plan complete, result: 0x0
[351C:55E8][2016-03-23T10:16:49]i300: Apply begin
[351C:55E8][2016-03-23T10:16:49]i010: Launching elevated engine process.
[351C:55E8][2016-03-23T10:16:50]i011: Launched elevated engine process.
[351C:55E8][2016-03-23T10:16:50]i012: Connected to elevated engine.
[575C:5100][2016-03-23T10:16:50]e000: Error 0x80070003: Failed to get size of pseudo bundle: C:\ProgramData\Package Cache{06f702c0-12c1-4d02-a753-2c00d9f1d01e}\pms.exe
[575C:5100][2016-03-23T10:16:50]e000: Error 0x80070003: Failed to initialize package from related bundle id: {06f702c0-12c1-4d02-a753-2c00d9f1d01e}
[575C:5100][2016-03-23T10:16:50]i358: Pausing automatic updates.
[575C:5100][2016-03-23T10:16:50]i359: Paused automatic updates.
[575C:5100][2016-03-23T10:16:50]i360: Creating a system restore point.
[575C:5100][2016-03-23T10:16:50]i361: Created a system restore point.
[575C:5100][2016-03-23T10:16:50]i370: Session begin, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall{858a1616-b2b2-4c74-abbe-ddbc8484b22f}, options: 0x7, disable resume: No
[575C:5100][2016-03-23T10:16:50]i000: Caching bundle from: ‘C:\Users\Steve\AppData\Local\Temp{67EB5458-DF57-4089-BB16-28B07E9B33FB}.be\pms.exe’ to: ‘C:\ProgramData\Package Cache{858a1616-b2b2-4c74-abbe-ddbc8484b22f}\pms.exe’
[575C:5100][2016-03-23T10:16:50]i320: Registering bundle dependency provider: {858a1616-b2b2-4c74-abbe-ddbc8484b22f}, version: 0.9.1603.0
[575C:5100][2016-03-23T10:16:50]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall{858a1616-b2b2-4c74-abbe-ddbc8484b22f}, resume: Active, restart initiated: No, disable resume: No
[351C:1604][2016-03-23T10:16:50]i336: Acquiring container: WixAttachedContainer, copy from: d:\Users\Steve\Downloads\Plex-Media-Server-0.9.1603.1840-cece46d-en-US.exe
[351C:1604][2016-03-23T10:16:50]i000: Setting string variable ‘WixBundleLastUsedSource’ to value ‘d:\Users\Steve\Downloads’
[575C:0F68][2016-03-23T10:16:51]i305: Verified acquired payload: pms at path: C:\ProgramData\Package Cache.unverified\pms, moving to: C:\ProgramData\Package Cache{5850BC27-BB09-4B8E-B02A-9D9D50B0EDB3}v0.9.1603\pms.msi.
[575C:0F68][2016-03-23T10:16:51]i304: Verified existing payload: vcredist at path: C:\ProgramData\Package Cache\17B381D3ADB22F00E4AB47CBD91CE0A5B1CCBC70\vcredist_x86.exe.
[575C:5100][2016-03-23T10:16:51]i323: Registering package dependency provider: {5850BC27-BB09-4B8E-B02A-9D9D50B0EDB3}, version: 0.9.1603, package: pms
[575C:5100][2016-03-23T10:16:51]i301: Applying execute package: pms, action: Install, path: C:\ProgramData\Package Cache{5850BC27-BB09-4B8E-B02A-9D9D50B0EDB3}v0.9.1603\pms.msi, arguments: ’ ARPSYSTEMCOMPONENT=“1” MSIFASTINSTALL=“7” INSTALLLOCATION=“C:\Program Files (x86)\Plex\Plex Media Server”’
[575C:5100][2016-03-23T10:17:59]e000: Error 0x80070643: Failed to install MSI package.
[575C:5100][2016-03-23T10:17:59]e000: Error 0x80070643: Failed to execute MSI package.
[351C:55E8][2016-03-23T10:17:59]e000: Error 0x80070643: Failed to configure per-machine MSI package.
[351C:55E8][2016-03-23T10:17:59]i319: Applied execute package: pms, result: 0x80070643, restart: None
[351C:55E8][2016-03-23T10:17:59]e000: Error 0x80070643: Failed to execute MSI package.
[575C:5100][2016-03-23T10:17:59]i318: Skipped rollback of package: pms, action: Uninstall, already: Absent
[351C:55E8][2016-03-23T10:17:59]i319: Applied rollback package: pms, result: 0x0, restart: None
[575C:5100][2016-03-23T10:17:59]i329: Removed package dependency provider: {5850BC27-BB09-4B8E-B02A-9D9D50B0EDB3}, package: pms
[575C:5100][2016-03-23T10:17:59]i351: Removing cached package: pms, from path: C:\ProgramData\Package Cache{5850BC27-BB09-4B8E-B02A-9D9D50B0EDB3}v0.9.1603
[575C:5100][2016-03-23T10:17:59]i372: Session end, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall{858a1616-b2b2-4c74-abbe-ddbc8484b22f}, resume: None, restart: None, disable resume: No
[575C:5100][2016-03-23T10:17:59]i330: Removed bundle dependency provider: {858a1616-b2b2-4c74-abbe-ddbc8484b22f}
[575C:5100][2016-03-23T10:17:59]i352: Removing cached bundle: {858a1616-b2b2-4c74-abbe-ddbc8484b22f}, from path: C:\ProgramData\Package Cache{858a1616-b2b2-4c74-abbe-ddbc8484b22f}
[575C:5100][2016-03-23T10:17:59]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall{858a1616-b2b2-4c74-abbe-ddbc8484b22f}, resume: None, restart initiated: No, disable resume: No
[351C:55E8][2016-03-23T10:17:59]i399: Apply complete, result: 0x80070643, restart: None, ba requested restart: No

When it said that it couldn’t find pms.msi I used Browse and found that file where it was supposed to be in the Package Cache folder. I clicked on it but the error message came back saying it couldn’t find it.

I’m running Windows 10. As I say, I was using Plex for months – even this morning!

Thanks for the help.

502

The Setup Failed message is:

0x80070643 - Fatal error during installation

503

I believe it is the 0.9.15.6 package file that it cannot find. We can extract it from the 0.9.15.6 download if need be, but first try to download 0.9.15.6 and run it to do a re-install/repair and see if that works this allowing uninstall of 0.9.15.6 afterwards and install of 0.9.16.3

Old downloads are available here https://plex.tv/downloads/1/archive

504

I am posting this in this thread as requested…

I started the update today through the built-in mechanism and I rebooted as required, when it came back it tried to install AGAIN and it updated the library, then gave an error - the feature you are trying to use is on a network resource that is unavailable. USE SOURCE C:\ProgramData\Package Cache{425CCD56-4640-4D1A-AC00-841526A889EA}v0.9.1219
Which of course doesn’t exist. Then the install failed. It says the older version cannot be removed.
I tried to download the latest version and install it and I get the same errors.
If this is caused by wrong statuses then HOW DO I FIX IT? The server will load and play locally but I cannot access it remotely. Also I cannot access the server settings.
HELP!!!

I’m on Windows 10 - I just tried again so I could save the log file and it’s attached.

THANKS!

505

@ohmyjosh said:
I am posting this in this thread as requested…

I started the update today through the built-in mechanism and I rebooted as required, when it came back it tried to install AGAIN and it updated the library, then gave an error - the feature you are trying to use is on a network resource that is unavailable. USE SOURCE C:\ProgramData\Package Cache{425CCD56-4640-4D1A-AC00-841526A889EA}v0.9.1219
Which of course doesn’t exist. Then the install failed. It says the older version cannot be removed.
I tried to download the latest version and install it and I get the same errors.
If this is caused by wrong statuses then HOW DO I FIX IT? The server will load and play locally but I cannot access it remotely. Also I cannot access the server settings.
HELP!!!

I’m on Windows 10 - I just tried again so I could save the log file and it’s attached.

THANKS!

We need to overcome this issue with the missing package cache for version 0.9.12.19 of Plex Media Server.
As this is windows 10 we do not have any Microsoft Trouboleshooter Fix It program for such issues.
There are two things to try out.
The simplest - if it does succeed - is to re-install 0.9.12.19. The second option which has some complexity is to download 0.9.12.19 and extract from it the missing package file.

Lets first go for the simpler option and see if that works
So download Plex Media Server version 0.9.12.19 from https://plex.tv/downloads/1/archive
Check the download file - right click and select properties and look for Digital Signatures tab with entry for Plex Inc
and then shutdown Plex Media Server
Check windows task manager to make sure all Plex processes have terminated - end any that have not
Run the installer that you downloaded for 0.9.12.19 and select the install/repair option

If that succeeds then the next action is shutdown plex media server and checking task manager and uninstalling 0.9.12.19

If that succeeds then delete C:\Program Files (x86)\Plex\Plex Media Server and download Plex Media Server 0.9.16.3 from https://plex.tv/downloads and check the download (digital signatures etc) and run it to install 0.9.16.3

If any of the above fail, get the logs and then will decide which action to take

506

Thanks so much I had the same problem and the fix above worked. Mine occurred when I installed the latest Win 10 Preview Build. Plex would no longer display in the tray so I installed the latest update and it still wouldn’t. I since reverted back to the current Win 10 Build and that’s how the package was lost. Took me a while to find this post but it really worked!

507

I was having this same issue with Windows 10 and Plex, but I actually solved it myself before I found this thread. What I did was delete C:\Program Files (x86)\Plex\Plex Media Server and removed every reference to the GUID that was causing problems from the registry. (only do this if you know what you are doing.) That cleared everything up and I was able to install the latest package.

508

think this is the right log. downloaded/extracted msi from currently installed Plex server using Wix, but still getting same error when attempting to reinstall/update manually picking the extracted msi.

trying to read various posts, but not quite sure what the next step would be to attempt to fix it?

does that log provide any insight?

thanks!

509

@bettadaze said:
think this is the right log. downloaded/extracted msi from currently installed Plex server using Wix, but still getting same error when attempting to reinstall/update manually picking the extracted msi.

trying to read various posts, but not quite sure what the next step would be to attempt to fix it?

does that log provide any insight?

thanks!

This is quite a big jump in versions from 0.9.12.8 to 1.0.0.2261
The log you provided shows that you were running on version 0.9.12.8 of Plex Media Server and through the web interface it downloaded version 1.0.0.2261

Is there a pms_installer.log and other log files with similar name in the Logs folder ?

510

@sa2000 said:

700×584 177 KB

@bettadaze said:
think this is the right log. downloaded/extracted msi from currently installed Plex server using Wix, but still getting same error when attempting to reinstall/update manually picking the extracted msi.

trying to read various posts, but not quite sure what the next step would be to attempt to fix it?

does that log provide any insight?

thanks!

This is quite a big jump in versions from 0.9.12.8 to 1.0.0.2261
The log you provided shows that you were running on version 0.9.12.8 of Plex Media Server and through the web interface it downloaded version 1.0.0.2261

Is there a pms_installer.log and other log files with similar name in the Logs folder ?

i dont remember for checking for updates in awhile and prob forgot about it after running into the same problem months ago. im not seeing that pms.installer.log file. heres a screenshot of the folder.

does a full uninstall even really solve the problem, or still would have to wind up searching for the registry entries, temp files, etc, etc?? thanks for any help!

511

@sa2000 think this is the log for the temp pms folder i made with the extracted old version.

512

@sa2000 another user posted the even older version .exe it was saying that it was trying to look for. did the same win310 exact msi routine, and just seemed to update to v1, without any issues. hope it sticks!

513

@bettadaze said:
@sa2000 another user posted the even older version .exe it was saying that it was trying to look for. did the same win310 exact msi routine, and just seemed to update to v1, without any issues. hope it sticks!

That is good - seems to be an issue on windows 10 where all packages are not accessible

514

I received “A problem has been detected with a core component of Plex” as a result of installing. I have attached the Plex Media Server.log
Thanks

515

@yennhikorea said:
I received “A problem has been detected with a core component of Plex” as a result of installing. I have attached the Plex Media Server.log
Thanks

In addition to the Plex Media Server.log would also need the logs within the PMS Plugin Logs folder and the exact time when that message was output - so a screenshot showing the time as well as zip of a copy of the PMS Plugin Logs and the server log. This error gets output if the system core bundles do not start in time

what is the platform ? OS ?
Is it a one-off or repeatable ?

Could be some security software / proxy / vpn software
or could be a slow system

516

I understand wanting logs, but all I want is either a removal tool or a listing of the location of every file and reg punch for Plex so that I can nuke it from orbit. It’s utter BS to ask your users to debug your software.

To explain my ire, I’m stuck with being unable to upgrade because the version of Plex that I installed somehow didn’t have a matching pms_shutdown.msi, so now I can neither upgrade or uninstall.

CProgramDataPackage Cache{42A12B4A-F008-4206-A369-E53DE34DB69C}v0.9.1702
517

@dgriffinzero said:
I understand wanting logs, but all I want is either a removal tool or a listing of the location of every file and reg punch for Plex so that I can nuke it from orbit. It’s utter BS to ask your users to debug your software.

To explain my ire, I’m stuck with being unable to upgrade because the version of Plex that I installed somehow didn’t have a matching pms_shutdown.msi, so now I can neither upgrade or uninstall.

CProgramDataPackage Cache{42A12B4A-F008-4206-A369-E53DE34DB69C}v0.9.1702

Try to use the free version of Revo Uninstaller to remove the old version of Plex Media Server

518

Just saw this thread. I had started another one unknowingly. Sorry. My log/thread is here:

519

I have a thread here:

that’s related to this. I’m unable to install the update from two days ago. I’ve run the installer with a full log file, though not yet run the WIX component. I should note that the last two or three updates wouldn’t install from the Plex interface and the installer needed to be run independently with Plex shut down in order to achieve success.

From discussions above I’m leaning towards a full uninstall and then installing from scratch with the latest release. I’m trying to avoid this, though, so as to not munge my dashboard and how things are displaying.

Assistance would be appreciated.

Thanks.

520

@PrismResources said:
I have a thread here:

https://forums.plex.tv/discussion/243297/v-1-2-4-2949-fails-to-install#latest

that’s related to this. I’m unable to install the update from two days ago. I’ve run the installer with a full log file, though not yet run the WIX component. I should note that the last two or three updates wouldn’t install from the Plex interface and the installer needed to be run independently with Plex shut down in order to achieve success.

From discussions above I’m leaning towards a full uninstall and then installing from scratch with the latest release. I’m trying to avoid this, though, so as to not munge my dashboard and how things are displaying.

Assistance would be appreciated.

Thanks.

I have replied to your forum topic