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The older version of primalscript 2017 cannot be removed. Contact your technical support group.

Posted: Fri Jul 14, 2017 3:54 pm
by rbarbour
Error while installing: “The older version of primalscript 2017 cannot be removed. Contact your technical support group.”
Install file: PSR17Setup_7.3.104_070117_x64 & PSR17Setup_7.3.103_052217_x64
OS: Windows 7 6.1.7601
Screen shot attached

I tried to remove as many traces of PrimalScript 2016 & 2017 as I could from the file system and registry, but it hasn't helped.

Re: The older version of primalscript 2017 cannot be removed. Contact your technical support group.

Posted: Fri Jul 14, 2017 4:48 pm
by Alexander Riedel
It could be as simple as a lingering file lock. Try rebooting and uninstalling afterwards.
It also seems you have our installfix tool in your folder. Try removing it with that.

Re: The older version of primalscript 2017 cannot be removed. Contact your technical support group.

Posted: Fri Jul 14, 2017 6:58 pm
by rbarbour
Reboot did not resolve. The installfix tool shows no Sapien products installed.

Re: The older version of primalscript 2017 cannot be removed. Contact your technical support group.

Posted: Fri Jul 14, 2017 7:00 pm
by rbarbour
what, exactly, is being found that triggers the error?
Is there a way to over-ride it?

Re: The older version of primalscript 2017 cannot be removed. Contact your technical support group.

Posted: Fri Jul 14, 2017 8:19 pm
by Alexander Riedel
To be honest, I wouldn't really know. This is Windows Installer stuff. Only Microsoft would really know and the documentation is rudimentary.
There are a few installer registry entries that normally tell Windows what is installed. The installfix tool removes those.
Does the control panel show installed applications?

Re: The older version of primalscript 2017 cannot be removed. Contact your technical support group.

Posted: Fri Jul 14, 2017 8:43 pm
by Alexander Riedel
Run the installer like this:
PSR17Setup_7.3.104_070117_x64.exe /qn /L*V "Installer.log"

Look at the log file and see if you can discover something that holds it up. If not, please post it here.

Re: The older version of primalscript 2017 cannot be removed. Contact your technical support group.

Posted: Sat Jul 15, 2017 7:49 am
by rbarbour
Good tips, that it's an MSI install and on the verbose logging. I'll give it a run and let you know what I find.

Re: The older version of primalscript 2017 cannot be removed. Contact your technical support group.

Posted: Sun Jul 16, 2017 11:18 am
by rbarbour
OK, here's what I found. I removed this registry key and the installation was successful after that.

HKEY_CLASSES_ROOT\Installer\Products\FFE2B749F5A13F747830F498B65CFF41

The log entries below let me to the resolution. {BTW, the message was misleading. It was PrimalScript2016.x64.msi that was failing to run.}

Error while installing:
The older version of primalscript 2017 cannot be removed. Contact your technical support group.
Install file: PSR17Setup_7.3.104_070117_x64
OS: Windows 7 6.1.7601

******* Product: {947B2EFF-1A5F-47F3-8703-4F896BC5FF14}
******* Action:
******* CommandLine: **********
MSI (s) (FC:90) [10:43:23:699]: User policy value 'SearchOrder' is 'nmu'
MSI (s) (FC:90) [10:43:23:699]: User policy value 'DisableMedia' is 0
MSI (s) (FC:90) [10:43:23:699]: Machine policy value 'AllowLockdownMedia' is 0
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Media enabled only if package is safe.
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Looking for sourcelist for product {947B2EFF-1A5F-47F3-8703-4F896BC5FF14}
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Adding {947B2EFF-1A5F-47F3-8703-4F896BC5FF14}; to potential sourcelist list (pcode;disk;relpath).
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Now checking product {947B2EFF-1A5F-47F3-8703-4F896BC5FF14}
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Media is enabled for product.
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Attempting to use LastUsedSource from source list.
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Trying source C:\Users\e07193w\AppData\Local\PSinstall\BC5FF14\.
MSI (s) (FC:90) [10:43:23:699]: Note: 1: 2203 2: C:\Users\e07193w\AppData\Local\PSinstall\BC5FF14\PrimalScript2016.x64.msi 3: -2147287037
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Source is invalid due to missing/inaccessible package.
MSI (s) (FC:90) [10:43:23:699]: Note: 1: 1706 2: -2147483647 3: PrimalScript2016.x64.msi
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Processing net source list.
MSI (s) (FC:90) [10:43:23:699]: Note: 1: 1706 2: -2147483647 3: PrimalScript2016.x64.msi
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Processing media source list.
MSI (s) (FC:90) [10:43:23:699]: Note: 1: 2203 2: 3: -2147287037
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Source is invalid due to missing/inaccessible package.
MSI (s) (FC:90) [10:43:23:699]: Note: 1: 1706 2: -2147483647 3: PrimalScript2016.x64.msi
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Processing URL source list.
MSI (s) (FC:90) [10:43:23:699]: Note: 1: 1402 2: UNKNOWN\URL 3: 2
MSI (s) (FC:90) [10:43:23:699]: Note: 1: 1706 2: -2147483647 3: PrimalScript2016.x64.msi
MSI (s) (FC:90) [10:43:23:699]: Note: 1: 1706 2: 3: PrimalScript2016.x64.msi
MSI (s) (FC:90) [10:43:23:699]: SOURCEMGMT: Failed to resolve source
MSI (s) (FC:90) [10:43:23:699]: Note: 1: 1714 2: PrimalScript 2017 3: 1612
CustomAction returned actual error code 1612 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (FC:90) [10:43:23:699]: Product: PrimalScript 2017 -- Error 1714. The older version of PrimalScript 2017 cannot be removed. Contact your technical support group. System Error 1612.

Re: The older version of primalscript 2017 cannot be removed. Contact your technical support group.

Posted: Tue Jul 18, 2017 10:29 am
by Alexander Riedel
Glad you were able to fix it. And yes, Windows Installer error message usually point in the wrong direction