Trouble updating Prey through re-installation

toastergirl · July 31, 2019, 3:01pm

I received an email saying that that Prey has noticed that it had trouble updating Prey automatically. Therefore, I must visit the website to reinstall the newer version of Prey. However, I ran into many issues.

While running the install, it said there was an older version of Prey so it asked to uninstall the older version first.

After it said it uninstalled the old version of Prey, it began to re-install the newer version. However, near the end it said there was an error and could not install. I tried to restart my computer.

After re-starting, I show no record of Prey in my program list. However, when I try to re-install, it asked to un-install the old version of Prey again (even though I no longer have Prey installed).

Now, during re-install, it says that it cannot install because there is a “Prey” folder in Windows. It asks me to delete it first before it can install. I believe this folder was created the first time I tried to re-install because one of the inner folders is labeled “1.8.2”. I have located this folder, however, I don’t want to ruin anything so I want to ask:

Can I delete this folder myself, as in clicking on it and pressing the “delete” button on my keyboard or right-clicking on it and deleting it? Or will it mess up my laptop?

javo · November 27, 2018, 7:55pm

Hi @toastergirl
Couple of questions, is there a Uninstall file on you C:\Windows\Prey directory?
Also can you paste here your prey-install.log and prey-uninstall.log? Both files are located in C:\Users%your_user%\AppData\Local\Temp

Regards,
Javo

toastergirl · November 27, 2018, 8:12pm

I don’t think I see see an uninstall file in the Prey folder, unless it is buried within the folders. I see “current” folder, “versions” folder, “commands” file, “prey.conf” file, and “prey” text document.

INSTALL LOG:
=== Logging started: 11/27/2018 10:47:47 ===
Action start 10:47:47: INSTALL.
Action start 10:47:47: FindRelatedProducts.
Action ended 10:47:47: FindRelatedProducts. Return value 1.
Action start 10:47:47: SetSetApiKeyWithoutValidation.
Action ended 10:47:47: SetSetApiKeyWithoutValidation. Return value 1.
Action start 10:47:47: SetValidateAndSetApiKey.
Action ended 10:47:47: SetValidateAndSetApiKey. Return value 1.
Action start 10:47:47: AppSearch.
Action ended 10:47:47: AppSearch. Return value 1.
Action start 10:47:47: SetCommandConfigHooksPostInstall.
Action ended 10:47:47: SetCommandConfigHooksPostInstall. Return value 1.
Action start 10:47:47: ValidateProductID.
Action ended 10:47:47: ValidateProductID. Return value 1.
Action start 10:47:47: CostInitialize.
Action ended 10:47:47: CostInitialize. Return value 1.
Action start 10:47:47: FileCost.
Action ended 10:47:47: FileCost. Return value 1.
Action start 10:47:47: CostFinalize.
Action ended 10:47:48: CostFinalize. Return value 1.
Action start 10:47:48: InstallValidate.
Action ended 10:47:50: InstallValidate. Return value 1.
Action start 10:47:50: RemoveExistingProducts.
Action ended 10:47:50: RemoveExistingProducts. Return value 1.
Action start 10:47:50: SetPostInstallRollback.
Action ended 10:47:50: SetPostInstallRollback. Return value 1.
Action start 10:47:50: SetValidateAndSetApiKeyRollback.
Action ended 10:47:50: SetValidateAndSetApiKeyRollback. Return value 1.
Action start 10:47:50: InstallInitialize.
Action ended 10:47:50: InstallInitialize. Return value 1.
Action start 10:47:50: ProcessComponents.
Action ended 10:47:52: ProcessComponents. Return value 1.
Action start 10:47:52: UnpublishFeatures.
Action ended 10:47:52: UnpublishFeatures. Return value 1.
Action start 10:47:52: RemoveRegistryValues.
Action ended 10:47:52: RemoveRegistryValues. Return value 1.
Action start 10:47:52: RemoveFiles.
Action ended 10:47:52: RemoveFiles. Return value 0.
Action start 10:47:52: InstallFiles.
Action ended 10:47:55: InstallFiles. Return value 1.
Action start 10:47:55: WriteRegistryValues.
Action ended 10:47:55: WriteRegistryValues. Return value 1.
Action start 10:47:55: RegisterUser.
Action ended 10:47:55: RegisterUser. Return value 1.
Action start 10:47:55: RegisterProduct.
Action ended 10:47:55: RegisterProduct. Return value 1.
Action start 10:47:55: PublishFeatures.
Action ended 10:47:55: PublishFeatures. Return value 1.
Action start 10:47:55: PublishProduct.
Action ended 10:47:55: PublishProduct. Return value 1.
Action start 10:47:55: CommandConfigHooksPostInstall.
Action ended 10:47:55: CommandConfigHooksPostInstall. Return value 1.
Action start 10:47:55: PostInstallRollback.
Action ended 10:47:55: PostInstallRollback. Return value 1.
Action start 10:47:55: ValidateAndSetApiKeyRollback.
Action ended 10:47:55: ValidateAndSetApiKeyRollback. Return value 1.
Action start 10:47:55: InstallFinalize.
CAQuietExec: Ensuring presence of config dir: C:\WINDOWS\Prey
CAQuietExec: Syncing C:\WINDOWS\Prey\prey.conf with C:\Windows\Prey\versions\1.8.2\prey.conf.default
CAQuietExec: Setting up this as current…
CAQuietExec: No version is set as current.
CAQuietExec: Setting permissions on C:\Windows\Prey\current
CAQuietExec: Running post_activate hooks…
CAQuietExec: Removing firewall rule for C:\Windows\Prey\versions\1.8.2\bin\node.exe
CAQuietExec: Adding firewall rule for C:\Windows\Prey\versions\1.8.2\bin\node.exe
CAQuietExec: Installing init scripts.
CAQuietExec: Error! Command failed: C:\WINDOWS\system32\cmd.exe /s /c ““C:\Windows\Prey\versions\1.8.2\node_modules\satan\lib\win32\nssm.exe” remove CronService confirm”
CAQuietExec: Error 0x80070001: Command line returned an error.
CAQuietExec: Error 0x80070001: CAQuietExec Failed
CustomAction CommandConfigHooksPostInstall returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 10:48:40: InstallFinalize. Return value 3.
Action ended 10:48:59: INSTALL. Return value 3.
MSI (s) (0C:4C) [10:48:59:636]: Product: Prey Anti-Theft – Installation failed.

MSI (s) (0C:4C) [10:48:59:638]: 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: 11/27/2018 10:48:59 ===

UNINSTALL LOG:
=== Logging started: 11/27/2018 10:42:37 ===
Action start 10:42:37: INSTALL.
Action start 10:42:37: FindRelatedProducts.
Action ended 10:42:37: FindRelatedProducts. Return value 0.
Action start 10:42:37: SetINSTALLDIR.
Action ended 10:42:37: SetINSTALLDIR. Return value 1.
Action start 10:42:37: SetSetApiKeyWithoutValidation.
Action ended 10:42:37: SetSetApiKeyWithoutValidation. Return value 1.
Action start 10:42:37: SetValidateAndSetApiKey.
Action ended 10:42:37: SetValidateAndSetApiKey. Return value 1.
Action start 10:42:37: AppSearch.
Action ended 10:42:37: AppSearch. Return value 1.
Action start 10:42:37: SetCommandConfigHooksPostInstall.
Action ended 10:42:37: SetCommandConfigHooksPostInstall. Return value 1.
Action start 10:42:37: ValidateProductID.
Action ended 10:42:37: ValidateProductID. Return value 1.
Action start 10:42:37: CostInitialize.
Action ended 10:42:37: CostInitialize. Return value 1.
Action start 10:42:37: FileCost.
Action ended 10:42:37: FileCost. Return value 1.
Action start 10:42:37: CostFinalize.
Action ended 10:42:41: CostFinalize. Return value 1.
Action start 10:42:41: InstallValidate.
Action ended 10:42:43: InstallValidate. Return value 1.
Action start 10:42:43: RemoveExistingProducts.
Action ended 10:42:43: RemoveExistingProducts. Return value 0.
Action start 10:42:43: SetPostInstallRollback.
Action ended 10:42:43: SetPostInstallRollback. Return value 1.
Action start 10:42:43: SetValidateAndSetApiKeyRollback.
Action ended 10:42:43: SetValidateAndSetApiKeyRollback. Return value 1.
Action start 10:42:43: InstallInitialize.
Action ended 10:42:43: InstallInitialize. Return value 1.
Action start 10:42:43: Set_CommandConfigHooksPreUninstall.
Action ended 10:42:43: Set_CommandConfigHooksPreUninstall. Return value 1.
Action start 10:42:43: CommandConfigHooksPreUninstall.
Action ended 10:42:43: CommandConfigHooksPreUninstall. Return value 1.
Action start 10:42:43: ProcessComponents.
Action ended 10:42:45: ProcessComponents. Return value 1.
Action start 10:42:45: UnpublishFeatures.
Action ended 10:42:45: UnpublishFeatures. Return value 1.
Action start 10:42:45: RemoveRegistryValues.
Action ended 10:42:45: RemoveRegistryValues. Return value 1.
Action start 10:42:45: RemoveFiles.
Action ended 10:42:46: RemoveFiles. Return value 0.
Action start 10:42:46: InstallFiles.
Action ended 10:42:47: InstallFiles. Return value 1.
Action start 10:42:47: WriteRegistryValues.
Action ended 10:42:47: WriteRegistryValues. Return value 1.
Action start 10:42:47: RegisterUser.
Action ended 10:42:47: RegisterUser. Return value 0.
Action start 10:42:47: RegisterProduct.
Action ended 10:42:47: RegisterProduct. Return value 1.
Action start 10:42:47: PublishFeatures.
Action ended 10:42:47: PublishFeatures. Return value 1.
Action start 10:42:47: PublishProduct.
Action ended 10:42:47: PublishProduct. Return value 1.
Action start 10:42:47: PostInstallRollback.
Action ended 10:42:47: PostInstallRollback. Return value 1.
Action start 10:42:47: ValidateAndSetApiKeyRollback.
Action ended 10:42:47: ValidateAndSetApiKeyRollback. Return value 1.
Action start 10:42:47: InstallFinalize.
CAQuietExec: Removing firewall rule for C:\Windows\Prey\versions\1.8.2\bin\node.exe
CAQuietExec: Removing firewall rule for C:\Windows\Prey\versions\1.8.1\bin\node.exe
CAQuietExec: Removing firewall rule for C:\Windows\Prey\versions\1.7.5\bin\node.exe
CAQuietExec: Voila! All good.
Action ended 10:43:31: InstallFinalize. Return value 1.
Action ended 10:43:31: INSTALL. Return value 1.
MSI (s) (0C:F0) [10:43:31:552]: Product: Prey Anti-Theft – Removal completed successfully.

MSI (s) (0C:F0) [10:43:31:554]: Windows Installer removed the product. Product Name: Prey Anti-Theft. Product Version: 1.7.3. Product Language: 1033. Manufacturer: Prey, Inc… Removal success or error status: 0.

=== Logging stopped: 11/27/2018 10:43:31 ===

javo · November 28, 2018, 12:55pm

Hi,

You can just delete the folder but before that I need to check if some processes are still running.
Could you please check in your Task Manager if there’s a process called ‘Execution Service’ and ‘Node.js: Server-side Javascript’ ?

toastergirl · November 29, 2018, 7:11pm

Thanks. I don’t see either of those running.

So I can simply delete the prey folder by right clicking and deleting? (I’m on Windows). Thanks.

javo · December 3, 2018, 1:03pm

Hey @toastergirl,

Sorry for the delay… Yes, you can delete the C:\Windows\Prey folder and then install prey normally

Regards,
Javo