pms-shutdown.msi missing?

server-windows

#1

Upgrading to Plex-Media-Server-1.1.2.2680-09e98fb-en-US and I get an error saying that pms-shutdown.msi missing. Any idea?


#2

I have the same issue - hoping to hear soonest how to resolve it :-(


#3

Are these manual installs or through the web interface?

If manual install, it may be that the download was incomplete - you can verify that through file properties and looking for Digital Signatures tab and entries for Plex Inc

You can also try the Microsoft Troubleshooter Fix It page which was updated recently
See https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed


#4

I have the same issue. The installer package(just downloaded a few minutes ago v1.1.3.2700) cannot find pms-shutdown.msi. I searched the program data folder and found one in another folder, but Plex complained about that one also. I am now stuck without being able to install Plex server.. Where can I get a previous version?


#5

Something wrong with the installer. Plex is not installed on this machine. So why does it want to run the pms-shutdown.msi?

[159C:2FCC][2016-09-11T11:19:39]i300: Apply begin
[159C:2FCC][2016-09-11T11:19:39]i010: Launching elevated engine process.
[159C:2FCC][2016-09-11T11:19:41]i011: Launched elevated engine process.
[159C:2FCC][2016-09-11T11:19:41]i012: Connected to elevated engine.
[166C:1518][2016-09-11T11:19:41]i358: Pausing automatic updates.
[166C:1518][2016-09-11T11:19:41]i359: Paused automatic updates.
[166C:1518][2016-09-11T11:19:41]i360: Creating a system restore point.
[166C:1518][2016-09-11T11:19:41]i361: Created a system restore point.
[166C:1518][2016-09-11T11:19:41]i370: Session begin, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{463146d9-558d-4fb6-b24b-f3ea40a1246b}, options: 0x7, disable resume: No
[166C:1518][2016-09-11T11:19:42]i000: Caching bundle from: 'C:\Users\Chris\AppData\Local\Temp\{87FF8E38-4B4B-410C-8E91-6FE656B46794}\.be\pms.exe' to: 'C:\ProgramData\Package Cache\{463146d9-558d-4fb6-b24b-f3ea40a1246b}\pms.exe'
[166C:1518][2016-09-11T11:19:42]i320: Registering bundle dependency provider: {463146d9-558d-4fb6-b24b-f3ea40a1246b}, version: 1.1.3.2700
[166C:1518][2016-09-11T11:19:42]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{463146d9-558d-4fb6-b24b-f3ea40a1246b}, resume: Active, restart initiated: No, disable resume: No
[159C:0854][2016-09-11T11:19:42]i336: Acquiring container: WixAttachedContainer, copy from: M:\_Software_Collection_\Video Servers\Plex\Plex-Media-Server-1.1.3.2700-6f64a8d-en-US.exe
[159C:0854][2016-09-11T11:19:42]i000: Setting string variable 'WixBundleLastUsedSource' to value 'M:\_Software_Collection_\Video Servers\Plex\'
[166C:0FB0][2016-09-11T11:19:42]i305: Verified acquired payload: pmsshutdown at path: C:\ProgramData\Package Cache\.unverified\pmsshutdown, moving to: C:\ProgramData\Package Cache\{2628B9D9-1B0F-4625-A3E2-B9717CEDEC94}v1.1.2700\pms-shutdown.msi.
[166C:0FB0][2016-09-11T11:19:42]i304: Verified existing payload: vcredist at path: C:\ProgramData\Package Cache\89F20DF555625E1796A60BBA0FBD2F6BBC627370\vcredist_x86.exe.
[166C:0FB0][2016-09-11T11:19:46]i304: Verified existing payload: pms at path: C:\ProgramData\Package Cache\{8E47A816-155F-49AB-B550-F9228684379A}v1.1.2700\pms.msi.
[166C:1518][2016-09-11T11:19:46]i323: Registering package dependency provider: {2628B9D9-1B0F-4625-A3E2-B9717CEDEC94}, version: 1.1.2700, package: pmsshutdown
[166C:1518][2016-09-11T11:19:46]i301: Applying execute package: pmsshutdown, action: Install, path: C:\ProgramData\Package Cache\{2628B9D9-1B0F-4625-A3E2-B9717CEDEC94}v1.1.2700\pms-shutdown.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7" INSTALLLOCATION="C:\Program Files (x86)\Plex\Plex Media Server\"'
[166C:1518][2016-09-11T11:21:49]e000: Error 0x80070643: Failed to install MSI package.
[166C:1518][2016-09-11T11:21:49]e000: Error 0x80070643: Failed to execute MSI package.
[159C:2FCC][2016-09-11T11:21:49]e000: Error 0x80070643: Failed to configure per-machine MSI package.
[159C:2FCC][2016-09-11T11:21:49]i319: Applied execute package: pmsshutdown, result: 0x80070643, restart: None
[159C:2FCC][2016-09-11T11:21:49]e000: Error 0x80070643: Failed to execute MSI package.
[166C:1518][2016-09-11T11:21:49]i318: Skipped rollback of package: pmsshutdown, action: Uninstall, already: Absent
[159C:2FCC][2016-09-11T11:21:49]i319: Applied rollback package: pmsshutdown, result: 0x0, restart: None
[166C:1518][2016-09-11T11:21:49]i329: Removed package dependency provider: {2628B9D9-1B0F-4625-A3E2-B9717CEDEC94}, package: pmsshutdown
[166C:1518][2016-09-11T11:21:49]i351: Removing cached package: pmsshutdown, from path: C:\ProgramData\Package Cache\{2628B9D9-1B0F-4625-A3E2-B9717CEDEC94}v1.1.2700\
[166C:1518][2016-09-11T11:21:49]i372: Session end, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{463146d9-558d-4fb6-b24b-f3ea40a1246b}, resume: None, restart: None, disable resume: No
[166C:1518][2016-09-11T11:21:49]i330: Removed bundle dependency provider: {463146d9-558d-4fb6-b24b-f3ea40a1246b}
[166C:1518][2016-09-11T11:21:49]i352: Removing cached bundle: {463146d9-558d-4fb6-b24b-f3ea40a1246b}, from path: C:\ProgramData\Package Cache\{463146d9-558d-4fb6-b24b-f3ea40a1246b}\
[166C:1518][2016-09-11T11:21:49]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{463146d9-558d-4fb6-b24b-f3ea40a1246b}, resume: None, restart initiated: No, disable resume: No
[159C:2FCC][2016-09-11T11:21:49]i399: Apply complete, result: 0x80070643, restart: None, ba requested restart: No


#6

There should be other log files with more detailed error info. The error in this log is a generic error and one needs to see the other logs. All the logs would be in the same Temp folder

You could try the Microsoft install/uninstall troubleshooter Fix It which was updates this year to cover windows 10

See https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed


#7

I finally solved this pain in the butt problem! Thanks to another well-buried thread on a different topic, I snagged Revo Uninstaller Pro trial and uninstalled a remnant of Plex ( Plex shutdown ) that had somehow becomes orphaned by ccleaner and was unable to be uninstalled as part of the Plex upgrade process. Revo swept through the registry after a search and blew away the entries which allowed for a fresh install and fixed all issues with updating! Hope this helps all of you struggling with this issue. The windows fixit didn't work for me but I was focussed on plea media server and should have maybe looked at plex shutdown instead. Either option would probably do the trick in retrospect. Cheers everyone!


#8

@fyrstrm said:
I finally solved this pain in the butt problem! Thanks to another well-buried thread on a different topic, I snagged Revo Uninstaller Pro trial and uninstalled a remnant of Plex ( Plex shutdown ) that had somehow becomes orphaned by ccleaner and was unable to be uninstalled as part of the Plex upgrade process. Revo swept through the registry after a search and blew away the entries which allowed for a fresh install and fixed all issues with updating! Hope this helps all of you struggling with this issue. The windows fixit didn't work for me but I was focussed on plea media server and should have maybe looked at plex shutdown instead. Either option would probably do the trick in retrospect. Cheers everyone!

How did you use Revo to uninstall that remnant of Plex? I cannot find how to locate Plex Shutdown in Revo.


#9

Sorry haven't logged in in awhile. It searched the registry and found an orphaned uninstaller key related to Plex Shutdown. Once that was deleted, the installed proceeded properly. Cheers


#10

I am having the same problem with pms-shutdown- msi. I have uninstalled the old plex, removed registry keys, run a cleaner program etc and still get the error message.I also installed an old version of plex but a new version of plex is required to launch plex. Is there any support available directly from PLEX to fix the problem?


#11

@stephenwa said:
I am having the same problem with pms-shutdown- msi. I have uninstalled the old plex, removed registry keys, run a cleaner program etc and still get the error message.I also installed an old version of plex but a new version of plex is required to launch plex. Is there any support available directly from PLEX to fix the problem?

If there is a missing msi install cache package and there are references to them in the registry then the install will fail. I presume these are for the old/current version. If you do have the current version install exe then you could run that.

You can zip and attach all the logs for the failed install and we can confirm that it is this.

Do you know how the package disappeared in the first place ? Do you run products such as cccleaner which may have removed these required msi package files ?

You can try to go through uninstall using the Microsoft troubleshooter fix it - link on this page
https://support.plex.tv/hc/en-us/articles/202967086-Windows-Errors-trying-to-upgrade-install-or-uninstall-Plex-Media-Server

Also you can try the free version of Revo Uninstaller
http://www.revouninstaller.com/


#12

The problem started when I tried to launch PLEX and a message asked that the media server be upgraded to the latest version. I tried to install the latest version and that is when the error message appeared. I have uninstalled PLEX, tried the fix -it trouble shooter, used REVO to unistall etc etc. I was able to install an old version of plex server, but when I lauched PLEX is asked for the newest version of PLEX server to be installed. It seems that many other people are experiencing the same problem from what I have seen in forums and searches on the internet.


#13

@stephenwa said:
The problem started when I tried to launch PLEX and a message asked that the media server be upgraded to the latest version. I tried to install the latest version and that is when the error message appeared. I have uninstalled PLEX, tried the fix -it trouble shooter, used REVO to unistall etc etc. I was able to install an old version of plex server, but when I lauched PLEX is asked for the newest version of PLEX server to be installed. It seems that many other people are experiencing the same problem from what I have seen in forums and searches on the internet.

Was the old version you re-installed version 1.1.3 ?
Are you now running on that version ?
When you do a repair for that version, is that successful ? (In Add or Remove Programs)

If the repair is successful and Plex Media Server does run and you can access it (Plex Web will say it is old but will give you link to connect to it directly), could you then upgrade to public release 1.4.4 available from https://plex.tv/downloads
Do the upgrade manually, exiting Plex Media Server first, making sure Plex Media Server processes (other than the plex update service) do not show in windows task manager. Then download version 1.4.4. Check the file properties after the download making sure you see a Digital Signatures tab and entry for Plex Inc. Then run it to upgrade from 1.1.3 to 1.4.4

If it fails, get a screenshot and collect all the log files in the %LocalAppData%\Temp folder - most start with Plex Media Server in the name. There are also ones starting with dd_vcredist - pick all and zip and attach


#14

I also can not reinstall the plex media server. After having problems moving to Windows 10 v1703 I followed the complete uninstall instruction provided by Plex but clearly it did not remove what ever is preventing a fresh install. It appears I need a file that no longer exists on my computer: C:\ProgramData\Package Cache{45776F1B-DE41-45D5-A141-48A7D27FA893}v1.5.3580\ I have tried all the fixes discussed with out any success.
Plex has been a great media server and I would like it back. Any help would be appreciated.


#15

@halvie said:
I also can not reinstall the plex media server. After having problems moving to Windows 10 v1703 I followed the complete uninstall instruction provided by Plex but clearly it did not remove what ever is preventing a fresh install. It appears I need a file that no longer exists on my computer: C:\ProgramData\Package Cache{45776F1B-DE41-45D5-A141-48A7D27FA893}v1.5.3580\ I have tried all the fixes discussed with out any success.
Plex has been a great media server and I would like it back. Any help would be appreciated.

Did you lose all the Package Cache files when you changed windows versions?
It is looking for a previous install of version 1.5.3.3580

The only options you have are these


#16

Here’s a somewhat easy fix for this problem. It looks like Windows is orphaning install packages during its updates, causing issues like these to pop up, when these packages aren’t really relevant or even installed. To enable successful updates, run your Plex update manually, and during install, you should be prompted to locate an .msi package or two. Look at the path in the file selection dropdown, it should be something like:

C:\ProgramData\Package Cache{A68C70CF-1473-4E04-8646-297B2F90C296}v1.9.7460\

OR

C:\ProgramData\Package Cache{5C768A2E-CC32-4AF3-BDF8-A0659872915A}v1.9.7460\

Copy everything between the { }, this is the GUID of the service that you need to eradicate. To do this:

  • Open regedit.exe
  • Search for that guid (copy and paste it into the find box)
  • When you find a key with that ID, do as follows:
    • Some will be within a key under HKEY_CLASSES_ROOT\Installer\Products, select the entire key at that level, such as:
      Computer\HKEY_CLASSES_ROOT\Installer\Products\E2CC890F1C93666419474B3CEEC2B563 (select this)
      |_ SourceList
      |_ LastUsedSource (this has your GUID)
    • For others, the GUID is in HKEY_CLASSES_ROOT\Installer\Dependencies{ }, this will have the GUID at the level you want to
      select
  • Export the selected key to a .reg file (just in case, so you can un-eff your registry)
  • Delete the selected key
  • Repeat the find (F3) until all instances are found and deleted
  • Cancel setup, retry until successful

This should remove the orphaned versions of Plex from your registry. I’m assuming that those versions were previously uninstalled, so no connections are broken etc.

This worked for me, hopefully your mileage doesn’t vary too much.

Cheers


#17

@Omnibaer said:
Here’s a somewhat easy fix for this problem. It looks like Windows is orphaning install packages during its updates, causing issues like these to pop up, when these packages aren’t really relevant or even installed. To enable successful updates, run your Plex update manually, and during install, you should be prompted to locate an .msi package or two. Look at the path in the file selection dropdown, it should be something like:

C:\ProgramData\Package Cache{A68C70CF-1473-4E04-8646-297B2F90C296}v1.9.7460\

OR

C:\ProgramData\Package Cache{5C768A2E-CC32-4AF3-BDF8-A0659872915A}v1.9.7460\

Copy everything between the { }, this is the GUID of the service that you need to eradicate. To do this:

  • Open regedit.exe
  • Search for that guid (copy and paste it into the find box)
  • When you find a key with that ID, do as follows:
    • Some will be within a key under HKEY_CLASSES_ROOT\Installer\Products, select the entire key at that level, such as:
      Computer\HKEY_CLASSES_ROOT\Installer\Products\E2CC890F1C93666419474B3CEEC2B563 (select this)
      |_ SourceList
      |_ LastUsedSource (this has your GUID)
    • For others, the GUID is in HKEY_CLASSES_ROOT\Installer\Dependencies{ }, this will have the GUID at the level you want to
      select
  • Export the selected key to a .reg file (just in case, so you can un-eff your registry)
  • Delete the selected key
  • Repeat the find (F3) until all instances are found and deleted
  • Cancel setup, retry until successful

This should remove the orphaned versions of Plex from your registry. I’m assuming that those versions were previously uninstalled, so no connections are broken etc.

This worked for me, hopefully your mileage doesn’t vary too much.

Cheers

this method works!!


#18

Thanks Omnibaer - this worked like a charm

@Omnibaer said:
Here’s a somewhat easy fix for this problem. It looks like Windows is orphaning install packages during its updates, causing issues like these to pop up, when these packages aren’t really relevant or even installed. To enable successful updates, run your Plex update manually, and during install, you should be prompted to locate an .msi package or two. Look at the path in the file selection dropdown, it should be something like:

C:\ProgramData\Package Cache{A68C70CF-1473-4E04-8646-297B2F90C296}v1.9.7460\

OR

C:\ProgramData\Package Cache{5C768A2E-CC32-4AF3-BDF8-A0659872915A}v1.9.7460\

Copy everything between the { }, this is the GUID of the service that you need to eradicate. To do this:

  • Open regedit.exe
  • Search for that guid (copy and paste it into the find box)
  • When you find a key with that ID, do as follows:
    • Some will be within a key under HKEY_CLASSES_ROOT\Installer\Products, select the entire key at that level, such as:
      Computer\HKEY_CLASSES_ROOT\Installer\Products\E2CC890F1C93666419474B3CEEC2B563 (select this)
      |_ SourceList
      |_ LastUsedSource (this has your GUID)
    • For others, the GUID is in HKEY_CLASSES_ROOT\Installer\Dependencies{ }, this will have the GUID at the level you want to
      select
  • Export the selected key to a .reg file (just in case, so you can un-eff your registry)
  • Delete the selected key
  • Repeat the find (F3) until all instances are found and deleted
  • Cancel setup, retry until successful

This should remove the orphaned versions of Plex from your registry. I’m assuming that those versions were previously uninstalled, so no connections are broken etc.

This worked for me, hopefully your mileage doesn’t vary too much.

Cheers


#19

@Omnibaer said:
Here’s a somewhat easy fix for this problem. It looks like Windows is orphaning install packages during its updates, causing issues like these to pop up, when these packages aren’t really relevant or even installed. To enable successful updates, run your Plex update manually, and during install, you should be prompted to locate an .msi package or two. Look at the path in the file selection dropdown, it should be something like:

C:\ProgramData\Package Cache{A68C70CF-1473-4E04-8646-297B2F90C296}v1.9.7460\

OR

C:\ProgramData\Package Cache{5C768A2E-CC32-4AF3-BDF8-A0659872915A}v1.9.7460\

Copy everything between the { }, this is the GUID of the service that you need to eradicate. To do this:

  • Open regedit.exe
  • Search for that guid (copy and paste it into the find box)
  • When you find a key with that ID, do as follows:
    • Some will be within a key under HKEY_CLASSES_ROOT\Installer\Products, select the entire key at that level, such as:
      Computer\HKEY_CLASSES_ROOT\Installer\Products\E2CC890F1C93666419474B3CEEC2B563 (select this)
      |_ SourceList
      |_ LastUsedSource (this has your GUID)
    • For others, the GUID is in HKEY_CLASSES_ROOT\Installer\Dependencies{ }, this will have the GUID at the level you want to
      select
  • Export the selected key to a .reg file (just in case, so you can un-eff your registry)
  • Delete the selected key
  • Repeat the find (F3) until all instances are found and deleted
  • Cancel setup, retry until successful

This should remove the orphaned versions of Plex from your registry. I’m assuming that those versions were previously uninstalled, so no connections are broken etc.

This worked for me, hopefully your mileage doesn’t vary too much.

Cheers

This doesn’t work anymore: https://imgur.com/a/OCl7mQ4

Can someone just upload the msi it’s asking for? That seems like the easiest solution.


#20

@Ryaniskira said:

@Omnibaer said:
Here’s a somewhat easy fix for this problem. It looks like Windows is orphaning install packages during its updates, causing issues like these to pop up, when these packages aren’t really relevant or even installed. To enable successful updates, run your Plex update manually, and during install, you should be prompted to locate an .msi package or two. Look at the path in the file selection dropdown, it should be something like:

C:\ProgramData\Package Cache{A68C70CF-1473-4E04-8646-297B2F90C296}v1.9.7460\

OR

C:\ProgramData\Package Cache{5C768A2E-CC32-4AF3-BDF8-A0659872915A}v1.9.7460\

Copy everything between the { }, this is the GUID of the service that you need to eradicate. To do this:

  • Open regedit.exe
  • Search for that guid (copy and paste it into the find box)
  • When you find a key with that ID, do as follows:
    • Some will be within a key under HKEY_CLASSES_ROOT\Installer\Products, select the entire key at that level, such as:
      Computer\HKEY_CLASSES_ROOT\Installer\Products\E2CC890F1C93666419474B3CEEC2B563 (select this)
      |_ SourceList
      |_ LastUsedSource (this has your GUID)
    • For others, the GUID is in HKEY_CLASSES_ROOT\Installer\Dependencies{ }, this will have the GUID at the level you want to
      select
  • Export the selected key to a .reg file (just in case, so you can un-eff your registry)
  • Delete the selected key
  • Repeat the find (F3) until all instances are found and deleted
  • Cancel setup, retry until successful

This should remove the orphaned versions of Plex from your registry. I’m assuming that those versions were previously uninstalled, so no connections are broken etc.

This worked for me, hopefully your mileage doesn’t vary too much.

Cheers

This doesn’t work anymore: https://imgur.com/a/OCl7mQ4

Can someone just upload the msi it’s asking for? That seems like the easiest solution.

Have you tried the following

Use the Microsoft Troubleshooter Fix It - https://support.microsoft.com/en-us/mats/program_install_and_uninstall
(There is a link to it from this Plex Support Article https://support.plex.tv/articles/202967086-windows-errors-trying-to-upgrade-install-or-uninstall-plex-media-server/)

Select Troubleshooting Uninstalling
Select Stopping Plex as the program to try to fix uninstall for