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

Support for all customers who have purchased a PrimalScript product license. This forum does not offer a response time guarantee.
Forum rules
DO NOT POST SUBSCRIPTION NUMBERS, LICENSE KEYS OR ANY OTHER LICENSING INFORMATION IN THIS FORUM.
Only the original author and our tech personnel can reply to a topic that is created in this forum. If you find a topic that relates to an issue you are having, please create a new topic and reference the other in your post.
User avatar
rbarbour
Posts: 39
Joined: Wed Jan 30, 2008 9:05 am

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

Post by rbarbour » Fri Jul 14, 2017 3:54 pm

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.
Attachments
PrimalScriptError.png
PrimalScriptError.png (175.12 KiB) Viewed 3760 times

User avatar
Alexander Riedel
Posts: 6361
Joined: Tue May 29, 2007 4:43 pm

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

Post by Alexander Riedel » Fri Jul 14, 2017 4:48 pm

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.
Alexander Riedel
SAPIEN Technologies, Inc.

User avatar
rbarbour
Posts: 39
Joined: Wed Jan 30, 2008 9:05 am

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

Post by rbarbour » Fri Jul 14, 2017 6:58 pm

Reboot did not resolve. The installfix tool shows no Sapien products installed.

User avatar
rbarbour
Posts: 39
Joined: Wed Jan 30, 2008 9:05 am

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

Post by rbarbour » Fri Jul 14, 2017 7:00 pm

what, exactly, is being found that triggers the error?
Is there a way to over-ride it?

User avatar
Alexander Riedel
Posts: 6361
Joined: Tue May 29, 2007 4:43 pm

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

Post by Alexander Riedel » Fri Jul 14, 2017 8:19 pm

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?
Alexander Riedel
SAPIEN Technologies, Inc.

User avatar
Alexander Riedel
Posts: 6361
Joined: Tue May 29, 2007 4:43 pm

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

Post by Alexander Riedel » Fri Jul 14, 2017 8:43 pm

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.
Alexander Riedel
SAPIEN Technologies, Inc.

User avatar
rbarbour
Posts: 39
Joined: Wed Jan 30, 2008 9:05 am

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

Post by rbarbour » Sat Jul 15, 2017 7:49 am

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.

User avatar
rbarbour
Posts: 39
Joined: Wed Jan 30, 2008 9:05 am

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

Post by rbarbour » Sun Jul 16, 2017 11:18 am

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.

User avatar
Alexander Riedel
Posts: 6361
Joined: Tue May 29, 2007 4:43 pm

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

Post by Alexander Riedel » Tue Jul 18, 2017 10:29 am

Glad you were able to fix it. And yes, Windows Installer error message usually point in the wrong direction
Alexander Riedel
SAPIEN Technologies, Inc.