Plesk upgrade fails: The older version of Parallels Panel Service Node Utilities cannot be removed

Created:

2016-11-16 12:56:06 UTC

Modified:

2017-04-24 12:07:03 UTC

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Plesk upgrade fails: The older version of Parallels Panel Service Node Utilities cannot be removed

Applicable to:

  • Plesk 12.5 for Linux
  • Plesk Onyx for Windows
  • Plesk 11.0 for Windows
  • Plesk 11.5 for Windows
  • Plesk 12.0 for Windows
  • Plesk 12.0 for Linux
  • Plesk 12.5 for Windows

Symptoms

Plesk upgrade fails with the following error in C:\\ParallelsInstaller\\autoinstaller3.log :

    installing Parallels Panel Utilities...
MSI: Error! The older version of Parallels Panel Service Node Utilities cannot be removed. Contact your technical support group.
MSI: Error! This installation file is intended for use only by Parallels Products Installer. It cannot be used independently.
Failed to install 'C:\\ParallelsInstaller\\parallels\\PANEL-WIN_12.0.18\\dist-msi-Microsoft-2003-i386\\plesk-service-node-utilities.msi': Fatal error during installation. (Error code 1603)

The exact .msi package may differ, the issue is not necessarily related to 'Parallels Panel Service Node Utilities'.

This may also happen if there are multiple versions of the same package present on the system, the log extract would be as follows in this case:

[2014-06-14 01:14:27.734375] MSI (08): Action 1:14:27: RemoveExistingProducts. Removing applications
[2014-06-14 01:14:27.734375] MSI (04): Action start 1:14:27: RemoveExistingProducts.
[2014-06-14 01:14:27.734375] MSI (09): Application: {FE76F1D2-6B55-4F76-B79E-B1595FEF3368}, Command line: UPGRADINGPRODUCTCODE={33415E4A-CB85-4EF5-9C87-913A67140828} CLIENTUILEVEL=3 REMOVE=ALL
[2014-06-14 01:14:27.734375] MSI (04): CustomAction returned actual error code 1612 (note this may not be 100% accurate if translation happened inside sandbox)
[2014-06-14 01:14:27.734375] MSI: Error! [2014-06-14 01:14:27.734375] The older version of Parallels Panel Service Node Utilities cannot be removed. Contact your technical support group. [2014-06-14 01:14:27.750000]
[2014-06-14 01:14:27.750000] MSI (01): The older version of Parallels Panel Service Node Utilities cannot be removed. Contact your technical support group.
[2014-06-14 01:14:27.750000] MSI (09): Application: {12AC52A1-6F2D-4C27-85EE-ADE7BB29CBD3}, Command line: UPGRADINGPRODUCTCODE={33415E4A-CB85-4EF5-9C87-913A67140828} CLIENTUILEVEL=3 REMOVE=ALL
[2014-06-14 01:14:30.578125] MSI (08): Action 1:14:30: INSTALL.
[2014-06-14 01:14:30.578125] MSI (04): Action start 1:14:30: INSTALL.
[2014-06-14 01:14:30.578125] MSI (1a): 1: Parallels Panel Service Node Utilities 2: {12AC52A1-6F2D-4C27-85EE-ADE7BB29CBD3}

Here, 2 GUIDs are present: {FE76F1D2-6B55-4F76-B79E-B1595FEF3368} and {12AC52A1-6F2D-4C27-85EE-ADE7BB29CBD3} .

Cause

The error might happen if:

  1. The source MSI package, from which the previous version of the Plesk component was installed, has been removed from the server. Microsoft Installer cannot remove the component if original MSI file is missing from the server.

  2. The current instance of the plesk-service-node-utilities.msi package present on the server is incomplete or corrupted.

Resolution

Note: Let's assume you are upgrading from Plesk 11.5.30 to Plesk 12.0.18.

  1. Go to Plesk Installer source ( http://autoinstall-win.plesk.com ) and navigate to the dist directory of Plesk 11.5.30: http://autoinstall-win.plesk.com/PANEL-WIN_11.5.30/dist-msi-Microsoft-2003-i386/ .

  2. Download plesk-service-node-utilities.msi (or MSI of another affected component) to the Plesk server.

  3. Put the downloaded MSI file into the distribution directory of Plesk 11.5.30 in C:\\ParallelsInstaller\\parallels\\PANEL-WIN_11.5.30\\dist-msi-Microsoft-2003-i386\\ (create the directory if it does not exist).

  4. Run Plesk Installer and continue the upgrade.

Advanced resolution steps

Note: If you are not confident with the actions described below, contact Plesk Techical Support for assistance.

Remove the old version of the package by using MsiExec and the GUID mentioned in the error message:

MsiExec.exe /X{12AC52A1-6F2D-4C27-85EE-ADE7BB29CBD3} AUTOINSTALLER=1

In case there is an error when removing package, follow the steps below to remove the information about it from the registry:

  1. Backup the HKEY_CLASSES_ROOT\\Installer\\Products and the HKEY_CLASSES_ROOT\\Installer\\UpgradeCodes registry hives.

  2. Go to HKEY_CLASSES_ROOT\\Installer\\Products and search for the package name from the error message (plesk-service-node-utilities.msi).

  3. Copy the key name. For example, if the key is HKEY_CLASSES_ROOT\\Installer\\Products\\627B9983F75EE384884D2C42B05645CB , copy 627B9983F75EE384884D2C42B05645CB .

  4. Go to HKEY_CLASSES_ROOT\\Installer\\UpgradeCodes and search for the copied key name.

  5. Delete the found key.

  6. Go back and delete the Products key HKEY_CLASSES_ROOT\\Installer\\Products\\627B9983F75EE384884D2C42B05645CB .

Repeat the same procedure for all failing packages until the upgrade is finally completed.

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