I can't install prey on my machine

Help
#1

Let us help you. Please tell us about…

  • Affected deviceDesktop
  • Operating system Windows 10 pro x64 1809
  • Part of Prey not working Prey installation

Could you please describe the problem?

Hi, I can’t install prey on my machine.

And finally, please attach a screenshot if available (you can drag and drop images)

=== Logging started: 2/2/2019  17:09:24 ===
Action start 17:09:24: INSTALL.
Action start 17:09:24: FindRelatedProducts.
Action ended 17:09:24: FindRelatedProducts. Return value 1.
Action start 17:09:24: SetSetApiKeyWithoutValidation.
Action ended 17:09:24: SetSetApiKeyWithoutValidation. Return value 1.
Action start 17:09:24: SetValidateAndSetApiKey.
Action ended 17:09:24: SetValidateAndSetApiKey. Return value 1.
Action start 17:09:24: AppSearch.
Action ended 17:09:24: AppSearch. Return value 1.
Action start 17:09:24: SetCommandConfigHooksPostInstall.
Action ended 17:09:24: SetCommandConfigHooksPostInstall. Return value 1.
Action start 17:09:24: ValidateProductID.
Action ended 17:09:24: ValidateProductID. Return value 1.
Action start 17:09:24: CostInitialize.
Action ended 17:09:25: CostInitialize. Return value 1.
Action start 17:09:25: FileCost.
Action ended 17:09:25: FileCost. Return value 1.
Action start 17:09:25: CostFinalize.
Action ended 17:09:25: CostFinalize. Return value 1.
Action start 17:09:25: InstallValidate.
Action ended 17:09:25: InstallValidate. Return value 1.
Action start 17:09:25: RemoveExistingProducts.
Action ended 17:09:25: RemoveExistingProducts. Return value 1.
Action start 17:09:25: SetPostInstallRollback.
Action ended 17:09:25: SetPostInstallRollback. Return value 1.
Action start 17:09:25: SetValidateAndSetApiKeyRollback.
Action ended 17:09:25: SetValidateAndSetApiKeyRollback. Return value 1.
Action start 17:09:25: InstallInitialize.
Action ended 17:09:25: InstallInitialize. Return value 1.
Action start 17:09:25: ProcessComponents.
Action ended 17:09:25: ProcessComponents. Return value 1.
Action start 17:09:25: UnpublishFeatures.
Action ended 17:09:25: UnpublishFeatures. Return value 1.
Action start 17:09:25: RemoveRegistryValues.
Action ended 17:09:25: RemoveRegistryValues. Return value 1.
Action start 17:09:25: RemoveFiles.
Action ended 17:09:25: RemoveFiles. Return value 0.
Action start 17:09:25: InstallFiles.
Action ended 17:09:26: InstallFiles. Return value 1.
Action start 17:09:26: WriteRegistryValues.
Action ended 17:09:26: WriteRegistryValues. Return value 1.
Action start 17:09:26: RegisterUser.
Action ended 17:09:26: RegisterUser. Return value 1.
Action start 17:09:26: RegisterProduct.
Action ended 17:09:26: RegisterProduct. Return value 1.
Action start 17:09:26: PublishFeatures.
Action ended 17:09:26: PublishFeatures. Return value 1.
Action start 17:09:26: PublishProduct.
Action ended 17:09:26: PublishProduct. Return value 1.
Action start 17:09:26: CommandConfigHooksPostInstall.
Action ended 17:09:26: CommandConfigHooksPostInstall. Return value 1.
Action start 17:09:26: PostInstallRollback.
Action ended 17:09:26: PostInstallRollback. Return value 1.
Action start 17:09:26: ValidateAndSetApiKeyRollback.
Action ended 17:09:26: ValidateAndSetApiKeyRollback. Return value 1.
Action start 17:09:26: InstallFinalize.
CAQuietExec:  Error 0x80070002: Command failed to execute.
CAQuietExec:  Error 0x80070002: CAQuietExec Failed
CustomAction CommandConfigHooksPostInstall returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 17:09:30: InstallFinalize. Return value 3.
Action ended 17:09:32: INSTALL. Return value 3.
MSI (s) (20:C8) [17:09:32:801]: Product: Prey Anti-Theft -- Installation failed.

MSI (s) (20:C8) [17:09:32:802]: Windows Installer instaló el producto. Nombre del producto: Prey Anti-Theft. Versión del producto: 1.8.2. Idioma del producto: 1033. Fabricante: Prey, Inc.. Resultado de la instalación: 1603.

=== Logging stopped: 2/2/2019  17:09:32 ===
#2

Hi @Emanuel ,

So sorry for this issue, is this the first time you install prey on this machine?

Regards,
Javo

#3

Yes, thanks a lot. Best regards.

1 Like
#4

Same problem for me. Almost virgin machine. Posted this on another older thread, no response. So, reposting here! Can’t install… (even older 17.0 version).

#5

Hi @Emanuel and @colleoni

I’ve been researching this issue and i have a couple of theories but I can’t be totally sure because I’m not able to replicate it so I’m gonna need a little help on it.

What I need from you guys is to try to install it again using this file https://www.dropbox.com/s/pdlcxo32f21n2fd/prey-windows-1.8.2-x64%20(12).exe?dl=0 and then post here your C:\Users\%your_user%\AppData\Local\Temp\prey-install.log file (Sorry about the Dropbox link but I can’t attach a .exe file here).

Is probably gonna fail again but it’s delivering more information so I can debug the problem.

Sorry for all the trouble, I hope you can help us with this.
Thank you

Kind Regards,
Javo

#6

Thak you very much!

=== Logging started: 7/2/2019  17:36:50 ===
Action start 17:36:50: INSTALL.
Action start 17:36:50: FindRelatedProducts.
Action ended 17:36:50: FindRelatedProducts. Return value 1.
Action start 17:36:50: SetSetApiKeyWithoutValidation.
Action ended 17:36:50: SetSetApiKeyWithoutValidation. Return value 1.
Action start 17:36:50: SetValidateAndSetApiKey.
Action ended 17:36:50: SetValidateAndSetApiKey. Return value 1.
Action start 17:36:50: AppSearch.
Action ended 17:36:50: AppSearch. Return value 1.
Action start 17:36:50: SetCommandConfigHooksPostInstall.
Action ended 17:36:50: SetCommandConfigHooksPostInstall. Return value 1.
Action start 17:36:50: ValidateProductID.
Action ended 17:36:50: ValidateProductID. Return value 1.
Action start 17:36:50: CostInitialize.
Action ended 17:36:50: CostInitialize. Return value 1.
Action start 17:36:50: FileCost.
Action ended 17:36:50: FileCost. Return value 1.
Action start 17:36:50: CostFinalize.
Action ended 17:36:50: CostFinalize. Return value 1.
Action start 17:36:50: InstallValidate.
Action ended 17:36:51: InstallValidate. Return value 1.
Action start 17:36:51: RemoveExistingProducts.
Action ended 17:36:51: RemoveExistingProducts. Return value 1.
Action start 17:36:51: SetPostInstallRollback.
Action ended 17:36:51: SetPostInstallRollback. Return value 1.
Action start 17:36:51: SetValidateAndSetApiKeyRollback.
Action ended 17:36:51: SetValidateAndSetApiKeyRollback. Return value 1.
Action start 17:36:51: InstallInitialize.
Action ended 17:36:51: InstallInitialize. Return value 1.
Action start 17:36:51: ProcessComponents.
Action ended 17:36:51: ProcessComponents. Return value 1.
Action start 17:36:51: UnpublishFeatures.
Action ended 17:36:51: UnpublishFeatures. Return value 1.
Action start 17:36:51: RemoveRegistryValues.
Action ended 17:36:51: RemoveRegistryValues. Return value 1.
Action start 17:36:51: RemoveFiles.
Action ended 17:36:51: RemoveFiles. Return value 0.
Action start 17:36:51: InstallFiles.
Action ended 17:36:52: InstallFiles. Return value 1.
Action start 17:36:52: WriteRegistryValues.
Action ended 17:36:52: WriteRegistryValues. Return value 1.
Action start 17:36:52: RegisterUser.
Action ended 17:36:52: RegisterUser. Return value 1.
Action start 17:36:52: RegisterProduct.
Action ended 17:36:52: RegisterProduct. Return value 1.
Action start 17:36:52: PublishFeatures.
Action ended 17:36:52: PublishFeatures. Return value 1.
Action start 17:36:52: PublishProduct.
Action ended 17:36:52: PublishProduct. Return value 1.
Action start 17:36:52: CommandConfigHooksPostInstall.
Action ended 17:36:52: CommandConfigHooksPostInstall. Return value 1.
Action start 17:36:52: PostInstallRollback.
Action ended 17:36:52: PostInstallRollback. Return value 1.
Action start 17:36:52: ValidateAndSetApiKeyRollback.
Action ended 17:36:52: ValidateAndSetApiKeyRollback. Return value 1.
Action start 17:36:52: InstallFinalize.
CAQuietExec:  Error 0x80070002: Command failed to execute.
CAQuietExec:  Error 0x80070002: CAQuietExec Failed
CustomAction CommandConfigHooksPostInstall returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 17:37:01: InstallFinalize. Return value 3.
Action ended 17:37:04: INSTALL. Return value 3.
MSI (s) (8C:64) [17:37:04:880]: Product: Prey Anti-Theft -- Installation failed.

MSI (s) (8C:64) [17:37:04:881]: Windows Installer instaló el producto. Nombre del producto: Prey Anti-Theft. Versión del producto: 1.8.2. Idioma del producto: 1033. Fabricante: Prey, Inc.. Resultado de la instalación: 1603.

=== Logging stopped: 7/2/2019  17:37:04 ===
#7

Here is mine. Also, it hangs on the install, and I have to “cancel” it during the cleanup.
a=== Logging started: 07/02/2019 21:30:04 ===
Action start 21:30:04: INSTALL.
Action start 21:30:04: FindRelatedProducts.
Action ended 21:30:04: FindRelatedProducts. Return value 1.
Action start 21:30:04: SetSetApiKeyWithoutValidation.
Action ended 21:30:04: SetSetApiKeyWithoutValidation. Return value 1.
Action start 21:30:04: SetValidateAndSetApiKey.
Action ended 21:30:04: SetValidateAndSetApiKey. Return value 1.
Action start 21:30:04: AppSearch.
Action ended 21:30:04: AppSearch. Return value 1.
Action start 21:30:04: SetCommandConfigHooksPostInstall.
Action ended 21:30:04: SetCommandConfigHooksPostInstall. Return value 1.
Action start 21:30:04: ValidateProductID.
Action ended 21:30:04: ValidateProductID. Return value 1.
Action start 21:30:04: CostInitialize.
Action ended 21:30:04: CostInitialize. Return value 1.
Action start 21:30:04: FileCost.
Action ended 21:30:04: FileCost. Return value 1.
Action start 21:30:04: CostFinalize.
Action ended 21:30:04: CostFinalize. Return value 1.
Action start 21:30:04: InstallValidate.
Action ended 21:30:07: InstallValidate. Return value 1.
Action start 21:30:07: RemoveExistingProducts.
Action ended 21:30:07: RemoveExistingProducts. Return value 1.
Action start 21:30:07: SetPostInstallRollback.
Action ended 21:30:07: SetPostInstallRollback. Return value 1.
Action start 21:30:07: SetValidateAndSetApiKeyRollback.
Action ended 21:30:07: SetValidateAndSetApiKeyRollback. Return value 1.
Action start 21:30:07: InstallInitialize.
Action ended 21:30:07: InstallInitialize. Return value 1.
Action start 21:30:07: ProcessComponents.
Action ended 21:30:09: ProcessComponents. Return value 1.
Action start 21:30:09: UnpublishFeatures.
Action ended 21:30:09: UnpublishFeatures. Return value 1.
Action start 21:30:09: RemoveRegistryValues.
Action ended 21:30:09: RemoveRegistryValues. Return value 1.
Action start 21:30:09: RemoveFiles.
Action ended 21:30:09: RemoveFiles. Return value 0.
Action start 21:30:09: InstallFiles.
Action ended 21:30:16: InstallFiles. Return value 1.
Action start 21:30:16: WriteRegistryValues.
Action ended 21:30:16: WriteRegistryValues. Return value 1.
Action start 21:30:16: RegisterUser.
Action ended 21:30:16: RegisterUser. Return value 1.
Action start 21:30:16: RegisterProduct.
Action ended 21:30:16: RegisterProduct. Return value 1.
Action start 21:30:16: PublishFeatures.
Action ended 21:30:16: PublishFeatures. Return value 1.
Action start 21:30:16: PublishProduct.
Action ended 21:30:16: PublishProduct. Return value 1.
Action start 21:30:16: CommandConfigHooksPostInstall.
Action ended 21:30:16: CommandConfigHooksPostInstall. Return value 1.
Action start 21:30:16: PostInstallRollback.
Action ended 21:30:16: PostInstallRollback. Return value 1.
Action start 21:30:16: ValidateAndSetApiKeyRollback.
Action ended 21:30:16: ValidateAndSetApiKeyRollback. Return value 1.
Action start 21:30:16: InstallFinalize.
CAQuietExec: Error 0xc0000005: Command line returned an error.
CAQuietExec: Error 0xc0000005: CAQuietExec Failed
CustomAction CommandConfigHooksPostInstall returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 21:30:43: InstallFinalize. Return value 3.
Action ended 21:30:59: INSTALL. Return value 3.
MSI (s) (FC:90) [21:30:59:077]: Product: Prey Anti-Theft – Installation failed.

MSI (s) (FC:90) [21:30:59:078]: Windows Installer installed the product. Product Name: Prey Anti-Theft. Product Version: 1.8.2. Product Language: 1033. Manufacturer: Prey, Inc… Installation success or error status: 1603.

=== Logging stopped: 07/02/2019 21:30:59 ===

#8

Thank you both! Seems the problems occurs way before I thought :frowning:
I’m gonna keep looking for a solution.

Javo

1 Like
#9

Hi guys,

Could you try downloading the .msi file from https://preyproject.com/download/ and install it following this instructions https://help.preyproject.com/article/188-prey-unattended-install-for-computers ?
That should work, let me know if you have any doubts.

Regards,
Javo

#10

Not work for me. Thank you very much. Best regards.

#11

Hi Emanuel,

What do you mean by “not work for me?” Did you get an error message? Did anything happen at all?

By the way, you can get the MSI packages from here: https://github.com/prey/prey-node-client/releases

#12

Hi, thank you very much. I install with the indicated sequence of commands and I get a poster of the msi installer that I can only accept then there is nothing installed. Not even an installation log. Best regards.

#13

Ok,
Let’s get back to the regular installation. I prepared another .exe to try out, you can download it from here https://www.dropbox.com/s/5srtjll04brv2lk/prey-windows-1.8.2-x64%20(4).exe?dl=0

Same as before, install it and then attach here your C:\Users\%your_user%\AppData\Local\Temp\prey-install.log file. This time is way more verbose so it’s really long, if you have any trouble to attach it here you can send it to me to javo@preyhq.com

Thank you again for your help guys!
Javo

#14

thanks a lot!

#15

Hi, thank you both for the logs, I was able to discard some theories about what could be wrong but I’m still not sure what’s happening.

I’ve been researching and there’s no certainty yet, but there’s a couple of thing we can check, I need you to open your command prompt as administrator and run this 3 commands:

winver : I’ts gonna open an about window and I need you to tell me the OS build version, in my case is 17134.590
dir C:\Windows\Microsoft.NET\Framework : Then paste the answer of that command here
net start server : Then paste the answer here and try to install prey again

Thank you again, sorry for all the trouble
Javo

#16 
Microsoft Windows [Versión 10.0.17763.316]
(c) 2018 Microsoft Corporation. Todos los derechos reservados.

C:\WINDOWS\system32>dir C:\Windows\Microsoft.NET\Framework :
 El volumen de la unidad C no tiene etiqueta.
 El número de serie del volumen es: 3EFD-5B4E

 Directorio de C:\Windows\Microsoft.NET\Framework

14/02/2019  21:29    <DIR>          .
14/02/2019  21:29    <DIR>          ..
14/02/2019  21:29    <DIR>          3082
09/08/2018  14:46            87.824 NETFXSBS10.exe
14/02/2019  21:29            41.392 netfxsbs12.hkf
15/09/2018  04:29             7.680 sbscmp10.dll
15/09/2018  04:29             7.680 sbscmp20_mscorwks.dll
15/09/2018  04:29             7.680 sbscmp20_perfcounter.dll
15/09/2018  04:29             7.680 sbs_diasymreader.dll
09/08/2018  14:46            14.408 sbs_iehost.dll
15/09/2018  04:29             7.680 sbs_microsoft.jscript.dll
09/08/2018  14:46            14.408 sbs_microsoft.vsa.vb.codedomprocessor.dll
15/09/2018  04:29             7.680 sbs_mscordbi.dll
15/09/2018  04:29             7.680 sbs_mscorrc.dll
15/09/2018  04:29             7.680 sbs_mscorsec.dll
15/09/2018  04:29             7.680 sbs_system.configuration.install.dll
15/09/2018  04:29             7.680 sbs_system.data.dll
15/09/2018  04:29             7.680 sbs_system.enterpriseservices.dll
09/08/2018  14:46            14.408 sbs_VsaVb7rt.dll
15/09/2018  04:29             7.680 sbs_wminet_utils.dll
15/09/2018  04:29             7.680 SharedReg12.dll
14/02/2019  21:26    <DIR>          v1.0.3705
14/02/2019  21:26    <DIR>          v1.1.4322
14/02/2019  21:30    <DIR>          v2.0.50727
14/02/2019  21:29    <DIR>          v3.0
14/02/2019  21:29    <DIR>          v3.5
14/02/2019  20:04    <DIR>          v4.0.30319
              18 archivos        272.280 bytes

 Directorio de C:\WINDOWS\system32

No se encuentra el archivo

C:\WINDOWS\system32>

Winver: 17763.316

Microsoft Windows [Versión 10.0.17763.316]
(c) 2018 Microsoft Corporation. Todos los derechos reservados.

C:\WINDOWS\system32>dir C:\Windows\Microsoft.NET\Framework :
 El volumen de la unidad C no tiene etiqueta.
 El número de serie del volumen es: 3EFD-5B4E

 Directorio de C:\Windows\Microsoft.NET\Framework

14/02/2019  21:29    <DIR>          .
14/02/2019  21:29    <DIR>          ..
14/02/2019  21:29    <DIR>          3082
09/08/2018  14:46            87.824 NETFXSBS10.exe
14/02/2019  21:29            41.392 netfxsbs12.hkf
15/09/2018  04:29             7.680 sbscmp10.dll
15/09/2018  04:29             7.680 sbscmp20_mscorwks.dll
15/09/2018  04:29             7.680 sbscmp20_perfcounter.dll
15/09/2018  04:29             7.680 sbs_diasymreader.dll
09/08/2018  14:46            14.408 sbs_iehost.dll
15/09/2018  04:29             7.680 sbs_microsoft.jscript.dll
09/08/2018  14:46            14.408 sbs_microsoft.vsa.vb.codedomprocessor.dll
15/09/2018  04:29             7.680 sbs_mscordbi.dll
15/09/2018  04:29             7.680 sbs_mscorrc.dll
15/09/2018  04:29             7.680 sbs_mscorsec.dll
15/09/2018  04:29             7.680 sbs_system.configuration.install.dll
15/09/2018  04:29             7.680 sbs_system.data.dll
15/09/2018  04:29             7.680 sbs_system.enterpriseservices.dll
09/08/2018  14:46            14.408 sbs_VsaVb7rt.dll
15/09/2018  04:29             7.680 sbs_wminet_utils.dll
15/09/2018  04:29             7.680 SharedReg12.dll
14/02/2019  21:26    <DIR>          v1.0.3705
14/02/2019  21:26    <DIR>          v1.1.4322
14/02/2019  21:30    <DIR>          v2.0.50727
14/02/2019  21:29    <DIR>          v3.0
14/02/2019  21:29    <DIR>          v3.5
14/02/2019  20:04    <DIR>          v4.0.30319
              18 archivos        272.280 bytes

 Directorio de C:\WINDOWS\system32

No se encuentra el archivo

C:\WINDOWS\system32>winver

C:\WINDOWS\system32>net start server
El servicio solicitado ya ha sido iniciado.

Puede obtener más ayuda con el comando NET HELPMSG 2182.


C:\WINDOWS\system32>
#17

Hi, I was able to install Prey correctly. But the location shown is not correct. How do I fix this? Thank you very much in advance. Best regards.

#18

Great! Did you do something else besides what I told you?
Let me see your C:\Windows\Prey\prey.log file to check what’s the problem with the location.

Regards,
Javo

#19

I don’t have that file in the folder. Only prey in txt and winsvc. Thank you very much for the help.

#20

Could you attach a screenshot from your C:\Windows\Prey folder?