RESOLVED - Update to Version 1.8.3

Help
#1

I’ve just received an e-mail telling me I should do a manual install of verion 1.8.3. It says: We’ve noticed your computer xxxx had trouble updating Prey automatically. This has been fixed in the latest update (1.8.3). Affected devices require a manual Flux Capacitor fix… I mean… Application update.

I can download the exe file OK. But when I try to run it I get the message that it needs to uninstall the existing version, and then tells me “Something went wrong when performing the uninstall routine. Cannot continue”. If I go to the C:windows/prey folder and try to delete it, it tells me “The action can’t be completed because the folder or a file in it is open in another program”.

Where do I go from here?

#2

Hi @TimR,

Open your Command Prompt as Adminitrator and run this command:

wmic product where name="Prey Anti-Theft" call uninstall

After that try deleting the remain files on C:\Windows\Prey and install it again.
Let me know if that worked for you.

Kind Regards,
Javo

#3

Tried that, and the Command Prompt instruction ran and said it was successful. But when I try to delete the remaining Prey folder I still get “The action can’t be completed because the folder or a file in it is open in another program.”

Best wishes.

Tim

#4

Ok,

Now try these as admin again:

sc delete Cronservice
taskkill /F /IM node.exe
reg delete HKLM\Software\WOW6432Node\Prey

Then remove the files again.

#5

I’m gatting there. That allowed me to delete the entire existing Prey folder.

But now I am getting “Setup was not completed successfully” and the details are:
Output folder C\Users\Tim\Appdata\Local\Temp
Exxtract: prey-windows-1.8.3-x64…msi…100%
Setting up protection…
Execute: msiexec /q/l "C\Users\Tim\Appdata\Local\Temp\prey-windows-1.8.3-x64…
Installation failed
Delete file:: C:\Usewrs\Tim\Appdata\Local\Temp\prey-windows-1.8.3.x64.msi

Thanks for your help so far

Best wishes

Tim

#6

Typo in last line - ‘Usewrs’ should be ‘Users’!

#7

Can you paste here your C:\Users\Tim\AppData\Local\Temp\prey-install.logfile here?

#8

=== Logging started: 29/03/2019 16:05:02 ===
Action start 16:05:02: INSTALL.
Action start 16:05:02: FindRelatedProducts.
Action ended 16:05:02: FindRelatedProducts. Return value 1.
Action start 16:05:02: SetSetApiKeyWithoutValidation.
Action ended 16:05:02: SetSetApiKeyWithoutValidation. Return value 1.
Action start 16:05:02: SetValidateAndSetApiKey.
Action ended 16:05:02: SetValidateAndSetApiKey. Return value 1.
Action start 16:05:02: AppSearch.
Action ended 16:05:02: AppSearch. Return value 1.
Action start 16:05:02: SetCommandConfigHooksPostInstall.
Action ended 16:05:02: SetCommandConfigHooksPostInstall. Return value 1.
Action start 16:05:02: ValidateProductID.
Action ended 16:05:02: ValidateProductID. Return value 1.
Action start 16:05:02: CostInitialize.
Action ended 16:05:02: CostInitialize. Return value 1.
Action start 16:05:02: FileCost.
Action ended 16:05:02: FileCost. Return value 1.
Action start 16:05:02: CostFinalize.
Action ended 16:05:02: CostFinalize. Return value 1.
Action start 16:05:02: InstallValidate.
Action ended 16:05:03: InstallValidate. Return value 1.
Action start 16:05:03: RemoveExistingProducts.
CustomAction returned actual error code 1612 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (DC:A4) [16:05:03:349]: Product: Prey Anti-Theft – Error 1714. The older version of Prey Anti-Theft cannot be removed. Contact your technical support group. System Error 1612.

Error 1714. The older version of Prey Anti-Theft cannot be removed. Contact your technical support group. System Error 1612.
CustomAction returned actual error code 1612 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (DC:A4) [16:05:03:364]: Product: Prey Anti-Theft – Error 1714. The older version of Prey Anti-Theft cannot be removed. Contact your technical support group. System Error 1612.

Error 1714. The older version of Prey Anti-Theft cannot be removed. Contact your technical support group. System Error 1612.
Action ended 16:05:03: RemoveExistingProducts. Return value 3.
Action ended 16:05:03: INSTALL. Return value 3.
MSI (s) (DC:A4) [16:05:03:367]: Windows Installer installed the product. Product Name: Prey Anti-Theft. Product Version: 1.8.3. Product Language: 1033. Manufacturer: Prey, Inc… Installation success or error status: 1603.

=== Logging stopped: 29/03/2019 16:05:03 ===

#9

Looks like I have managed to fix it. I ran this utility: https://support.microsoft.com/en-gb/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed
When I tried the install again, it loaded and connected correctly.

Many thanks

1 Like
#10

Woooo, great @TimR!

I’m gonna have in mind that solution :slight_smile:

Regards,
Javo

#11