Plex Server Update Won't Install

General Discussions
1

We’ve been running Plex for a couple of years now on a Windows 7 server. Suddenly this evening our Roku says it couldn’t locate a server. The web app says the server needed to be updated to Plex Media Server 0.9.16.0 or higher.

The update fails when I select the update from the link. I’ve also tried downloading the most current version directly. At one point I received a pop up saying I needed to install Service Pack 1. I’ve updated Windows so it’s current and no further updates are available - Windows 6.1 (Build 7601: Service Pack 1).

The update still fails.

Searching support and the different forums doesn’t turn up anything I’ve found useful. Suggestions?

Most recent log output:
[15F8:07CC][2016-07-09T21:50:42]i001: Burn v3.10.2.2516, Windows v6.0 (Build 6000: Service Pack 0), path: C:\Users\Den\AppData\Local\Temp{7595B501-D706-45ED-8FC6-9CE25E69DBCC}.cr\Plex-Media-Server-1.0.0.2261-a17e99e-en-US.exe
[15F8:07CC][2016-07-09T21:50:42]i000: Initializing string variable ‘InstallFolder’ to value ‘[ProgramFilesFolder]Plex\Plex Media Server’
[15F8:07CC][2016-07-09T21:50:42]i000: Initializing string variable ‘LaunchTarget’ to value ‘[InstallFolder]\Plex Media Server.exe’
[15F8:07CC][2016-07-09T21:50:42]i009: Command Line: ‘-burn.clean.room=C:\Users\Den\Downloads\Plex-Media-Server-1.0.0.2261-a17e99e-en-US.exe’
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable ‘WixBundleOriginalSource’ to value ‘C:\Users\Den\Downloads\Plex-Media-Server-1.0.0.2261-a17e99e-en-US.exe’
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable ‘WixBundleOriginalSourceFolder’ to value ‘C:\Users\Den\Downloads’
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable ‘WixBundleLog’ to value ‘C:\Users\Den\AppData\Local\Temp\Plex Media Server_20160709215042.log’
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable ‘WixBundleName’ to value ‘Plex Media Server’
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable ‘WixBundleManufacturer’ to value ‘Plex, Inc.’
[15F8:1034][2016-07-09T21:50:42]i000: Setting numeric variable ‘WixStdBALanguageId’ to value 1033
[15F8:1034][2016-07-09T21:50:42]i000: Setting version variable ‘WixBundleFileVersion’ to value ‘1.0.0.2261’
[15F8:07CC][2016-07-09T21:50:42]i100: Detect begin, 14 packages
[15F8:07CC][2016-07-09T21:50:42]i000: Registry value not found. Key = ‘Software\Plex, Inc.\Plex Media Server’, Value = ‘InstallFolder’
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘NOT PreviousInstallFolder’ evaluates to true.
[15F8:07CC][2016-07-09T21:50:42]i000: Registry key not found. Key = ‘Software\Plex, Inc.\Plex Media Server’
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘PreviousInstallFolder’ evaluates to false.
[15F8:07CC][2016-07-09T21:50:42]i000: Setting numeric variable ‘FoundMfPlatDll’ to value 1
[15F8:07CC][2016-07-09T21:50:42]i000: Setting numeric variable ‘Found_ucrtbase_dll’ to value 1
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘NOT Found_ucrtbase_dll’ evaluates to false.
[15F8:07CC][2016-07-09T21:50:42]i000: Registry key not found. Key = ‘SOFTWARE\Microsoft\Windows\CurrentVersion\Component Based Servicing\Packages\Package_for_KB2919355~31bf3856ad364e35~amd646.3.1.14’
[15F8:07CC][2016-07-09T21:50:42]i000: Registry value not found. Key = ‘SOFTWARE\Microsoft\Windows NT\CurrentVersion’, Value = ‘ReleaseID’
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable ‘WinRegCurrentBuildNumber’ to value ‘6000’
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable ‘WinRegInstallationType’ to value ‘Client’
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable ‘WinRegEditionID’ to value ‘HomePremium’
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable ‘WinRegProductName’ to value ‘Windows Vista ™ Ultimate’
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable ‘WinRegMediaPlayer’ to value ‘%ProgramFiles%\Windows Media Player’
[15F8:07CC][2016-07-09T21:50:42]i000: Registry key not found. Key = 'SOFTWARE\Microsoft\Windows\CurrentVersion\Component Based Servicing\Packages\Package_for_KB2919355~31bf3856ad364e35~x866.3.1.14’
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable ‘WinRegCurrentBuild’ to value ‘7601’
[15F8:07CC][2016-07-09T21:50:42]i102: Detected related bundle: {24f6f734-f790-479b-bd0f-38409a456508}, type: Upgrade, scope: PerMachine, version: 0.9.1219.0, operation: MajorUpgrade
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘FoundMfPlatDll AND WinRegMediaPlayer’ evaluates to true.
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘FoundMfPlatDll AND WinRegMediaPlayer’ evaluates to true.
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘FoundMfPlatDll’ evaluates to true.
[15F8:07CC][2016-07-09T21:50:42]i103: Detected related package: {425CCD56-4640-4D1A-AC00-841526A889EA}, scope: PerMachine, version: 0.9.1219.0, language: 0 operation: MajorUpgrade
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: MediaPackWin7x86, state: Present, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: MediaPackWin7x64, state: Present, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: MediaPackWin8x86, state: Present, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: MediaPackWin8x64, state: Present, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: MediaPackWin81x86, state: Present, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: MediaPackWin81x64, state: Present, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: MediaPackWin10x86, state: Present, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: MediaPackWin10x64, state: Present, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: MediaPackWin10x861511, state: Present, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: MediaPackWin10x641511, state: Present, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: pmsshutdown, state: Absent, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: vcredist_repair, state: Absent, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: vcredist, state: Absent, cached: None
[15F8:07CC][2016-07-09T21:50:42]i101: Detected package: pms, state: Absent, cached: None
[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘VersionNT >= v6.1’ evaluates to false.
[15F8:07CC][2016-07-09T21:50:42]e000: Plex Media Server can only be installed on Windows 7 or newer.
[15F8:07CC][2016-07-09T21:50:42]e000: Error 0x81f40001: Bundle condition evaluated to false: VersionNT >= v6.1
[15F8:07CC][2016-07-09T21:50:42]i199: Detect complete, result: 0x0

2

From you logs plex believes you are running Windows Vista…

[15F8:07CC][2016-07-09T21:50:42]i001: Burn v3.10.2.2516, **Windows v6.0 (Build 6000: Service Pack 0)**, path: 
...
[15F8:07CC][2016-07-09T21:50:42]i000: Setting string variable 'WinRegProductName' to value 'Windows Vista (TM) Ultimate'

and then finally the log indicates this:

[15F8:07CC][2016-07-09T21:50:42]e000: Plex Media Server can only be installed on Windows 7 or newer.
3

What is returned when you run ver from a command prompt?

C:\>ver

4

ver returns “Microsoft Windows [Version 6.1.7601]”, what winver, the Registry and and Windows Update show.

This pc has never run anything except Windows 7, though that had to be reinstalled once after a hard drive failure.

I see this in the log:
[06C0:0A60][2016-07-10T09:55:23]i000: Registry value not found. Key = ‘SOFTWARE\Microsoft\Windows NT\CurrentVersion’, Value = ‘ReleaseID’
[06C0:0A60][2016-07-10T09:55:23]i000: Setting string variable ‘WinRegCurrentBuildNumber’ to value ‘6000’
[06C0:0A60][2016-07-10T09:55:23]i000: Setting string variable ‘WinRegInstallationType’ to value ‘Client’
[06C0:0A60][2016-07-10T09:55:23]i000: Setting string variable ‘WinRegEditionID’ to value ‘HomePremium’
[06C0:0A60][2016-07-10T09:55:23]i000: Setting string variable ‘WinRegProductName’ to value ‘Windows Vista ™ Ultimate’

Doe this mean the install can’t find the current version for Windows NT, so it’s defaulting to Vista/build number 6000?

5

I had an issue installing Plex on my Windows 7 machine awhile back.

Mine ended up being an issue with my registry settings for exe files. I ended up finding a factory reset for the Win 7 exe section of the registry and then I was able to install Plex. (forums.plex.tv/discussion/208995/unable-to-install-pms-v9-1506#latest)

It could be that you have a similar type of issue with the version section of your registry.

6

Possibly. Unfortunately, the Windows NT current version in the registry is 6.1, what the install is looking for according to the condition near the end of the install. FWIW, even the Plex Web app states that I have version 6.1.

[15F8:07CC][2016-07-09T21:50:42]i052: Condition ‘VersionNT >= v6.1’ evaluates to false.
[15F8:07CC][2016-07-09T21:50:42]e000: Plex Media Server can only be installed on Windows 7 or newer.

It’s just not clear why the install is rejecting what’s in the registry or if it’s looking for current version some other, non-obvious place.

**I gave up and just rolled back to an earlier version of the product. That works, suggesting there’s something wrong with the install, at least with my Windows configuration.

Most importantly, it works. I’m done. Thanks for the help.**