Windows 10 15.4.994 update fail

Plex Media Server Desktops & Laptops
1

Server Version#: 1.13.9.5456

I have tried to update my windows 10 (Build 17763) server with no success. My other windows 10 server (same build) and windows 7 server updated with no problems. The problem server recognizes it is out of date and downloads the update with no problems. It gets stuck on the install step. I pulled the latest update service log and it only gets to the first debug statement and hangs.

May 18, 2019 22:18:31.793 [5436] INFO - Plex Update Service Launcher v1.13.9.5456-ecd600442 - Microsoft PC x64 - build: windows-i386
May 18, 2019 22:18:31.793 [5436] INFO - Windows version: 6.2 (Build 9200), language en-US
May 18, 2019 22:18:31.809 [5436] INFO - 4 2494 MHz processor(s): Architecture=0, Level=6, Revision=10759 Processor Identifier=Intel64 Family 6 Model 42 Stepping 7, GenuineIntel
May 18, 2019 22:18:31.809 [5436] DEBUG - “Plex Update Service Launcher.exe” “C:\Users\Spray\AppData\Local\Plex Media Server\Updates\1.15.4.994-107756f7e\packages\PlexMediaServer-1.15.4.994-107756f7e-x86.exe” C:\Users\Spray\AppData\Local “C:\Program Files (x86)\Plex\Plex Media Server\Plex Media Server.exe”

I pulled the update service log for the last successful update and it had many more activities beyond the first debug statement

Nov 22, 2018 22:12:15.711 [5764] INFO - Plex Update Service Launcher v1.13.8.5395-10d48da0d - Microsoft PC x64 - build: windows-i386
Nov 22, 2018 22:12:15.711 [5764] INFO - Windows version: 6.2 (Build 9200), language en-US
Nov 22, 2018 22:12:15.711 [5764] INFO - 4 2494 MHz processor(s): Architecture=0, Level=6, Revision=10759 Processor Identifier=Intel64 Family 6 Model 42 Stepping 7, GenuineIntel
Nov 22, 2018 22:12:15.711 [5764] DEBUG - “Plex Update Service Launcher.exe” “C:\Users\Spray\AppData\Local\Plex Media Server\Updates\1.13.9.5456-ecd600442\packages\Plex-Media-Server-1.13.9.5456-ecd600442.exe” C:\Users\Spray\AppData\Local “C:\Program Files (x86)\Plex\Plex Media Server\Plex Media Server.exe”
Nov 22, 2018 22:12:15.696 [5984] DEBUG - Bundle path: C:\Users\Spray\AppData\Local\Plex Media Server\Updates\1.13.9.5456-ecd600442\packages\Plex-Media-Server-1.13.9.5456-ecd600442.exe
Nov 22, 2018 22:12:15.696 [5984] DEBUG - Connected to Update Service
Nov 22, 2018 22:12:15.696 [5984] DEBUG - Set Update Service’s log Directory
Nov 22, 2018 22:12:15.696 [5984] DEBUG - Ask Update Service to check the bundle
Nov 22, 2018 22:12:16.633 [5984] DEBUG - Closing Plex Media Server Processes
Nov 22, 2018 22:12:16.649 [5984] DEBUG - (PID: 9952) Closing Plex Media Server.exe
Nov 22, 2018 22:12:16.977 [5984] DEBUG - (PID: 9952) Closed
Nov 22, 2018 22:12:16.992 [5984] DEBUG - Ask Update Service to install the bundle
Nov 22, 2018 22:13:34.193 [5984] DEBUG - Bundle Exit Code: 0
Nov 22, 2018 22:13:34.193 [5984] DEBUG - Install Error Code: 0
Nov 22, 2018 22:13:34.193 [5984] DEBUG - Completed all calls to Update Service
Nov 22, 2018 22:13:34.193 [5984] DEBUG - Starting PMS
Nov 22, 2018 22:13:35.568 [5984] DEBUG - Successfully started PMS Process. Testing if PMS succesfully starts.
Nov 22, 2018 22:13:35.568 [5984] DEBUG - Wait for 10 seconds to see if it exits and capture any exit code.
Nov 22, 2018 22:13:45.583 [5984] DEBUG - Success starting PMS
Nov 22, 2018 22:13:45.583 [5984] DEBUG - Install: Success
Nov 22, 2018 22:13:45.583 [5984] ERROR - Bundle Exit Code: 0 - The operation completed successfully.

Nov 22, 2018 22:13:45.583 [5984] DEBUG - PMS Startup: Success

I have let it run overnight and still does not complete. It just has the “working on it” screen. Any suggestions on the problem and how to perform an update?

2

Both of these logs are reporting Windows version: 6.2 (Build 9200) which is Windows 8 (or server 2012), not Windows 10.
Are you running Plex server perhaps in ‘compatibility mode’?

Try updating it manually:

  • Stop/quit/end Plex Server with the tray icon
  • deinstall Plex Server with the regular ‘Apps’ control panel of Windows (do not use 3rd party ‘Uninstaller’ software like Revo etc.)
  • for safety, reboot Windows
  • download the installation exe of the newer version and install it

(If you want to install an older version of PMS, take a look into %LOCALAPPDATA%\Plex Media Server\Updates)

3

Thanks for the help. I did not notice the windows version in the log. When I look at Plex authorized devices, it says windows 10 build 17763. When I run winver command it indicates windows 10 build 17763.503 version 1809. Where does the plex update service get the windows version? This is a refurbished computer so it is possible it once had windows 8 on it, but everything I can find now points to windows 10. If all else fails, I can delete and reinstall, but I would prefer not to do that for all future updates. Thanks again for your help.

4

I also checked the registry under software/windows/windowsNT. The two keys CurrentMajorVersionNumber and CurrentMinorVersionNumber are 10 and 0. All the other keys in this area also indicate windows 10 Pro with the build posted earlier.

5

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