"The version of the Player that you are trying to install is lower than what is currently installed" when installing 14.0.0.176

[kungfujedis]

I've been deploying flash updates thru SCCM for a long time using the MSI.  With this update, many computers updated successfully, but about 200+ of them failed.  Each computer I have looked at has the message "Product: Adobe Flash Player 14 ActiveX -- The version of the Player that you are trying to install is lower than what is currently installed." in event viewer.  Attempting a manual install of the MSI produces a similar interactive message.  The current installed version is definitely older than the one I am attempting to install.  I am only able to re-mediate by manually uninstalling, and then installing 14.0.0.176.  I could script and deploy an uninstaller, but I would rather the bug with the MSI be fixed.

[_maria_]

Hello,

Thanks for reporting this.  I'll investigate.  In the mean time, please provide the FlashInstall.log file from an impacted system. The file is located at C:\Windows\System32\Macromed\Flash\.  If it's a 64-bit OS, an additional log file will be saved at C:\Windows\SysWow64\Macromed\Flash.  Please provide both files, if it's a 64-bit OS.

The files will probably be fairly large, as such, please post the files using the instructions here: How to share a document.

Thank you.

--

Maria

[kungfujedis]

The logs in that folder were not modified by the installation (see screenshot), but i found one in c:\windows\temp that might be helpful.  Here is the link: https://files.acrobat.com/a/preview/e5d943e9-4567-42e7-b879-271ba04ec529

[kungfujedis]

Here are logs from 2 more computers, they are both logs from c:\windows\temp, the logs in c:\windows\system32\macromed\flash are not modified by the current install either.

https://files.acrobat.com/a/preview/273d1283-cafa-4060-a798-347b474f8054

https://files.acrobat.com/a/preview/72524444-1966-47cf-9331-ac3379bf5f12

Is it possible that the pattern here is that the computers that wont update with the MSI installer are ones that had the 14.0.0.145 web installer run on them?

[_maria_]

Thank you for the additional log files.  We'll investigate this further and post a response today.

--
Maria

[_maria_]

Hi,

The web installers shouldn't interfere with upgrading using the MSI installer.

When you say you're installing via SCCM, are you using the SCUP catalog or the MSI itself?

Can you provide screenshots of the C:\Windows\System32\Macromed\Flash and C:\Windows\SysWOW64\Macromed\Flash (if 64-bit OS) of few of the impacted systems?

Thank you.

--

Maria

[kungfujedis]

We are not using SCUP, we are deploying the MSI directly as a regular application.

Here are screenshots from 2 more (different) systems.

[kungfujedis]

Any updates on this issue?

[_maria_]

Hello,

I'm sorry I haven't replied sooner.

We have reviewed the log files and have been unable to reproduce this, however, we recently identified a bug with the version comparison logic that may be contributing to the behaviour your observing.  This bug is fixed in the next release of Flash Player.

In the mean time, we recommend you run the standalone uninstaller (posted here Uninstall Flash Player | Windows)  first, and then deploy the latest version via your normal deployment method.  Normally, using the standalone uninstaller first is not required, however, we recommend it in this specific situation.

--

Maria

[ksurgener]

I am also having this issue. We are using SCUP to deliver updates through SCCM. Current installed version is 14.0.0.145; new version is 14.0.0.176. We had 2,621 devices that installed it correctly, but another 557 that failed.

[kungfujedis]

Looks like this was fixed for awhile, but is now a problem again with the Flash Plugin, 15.0.0.189 .

[sean31]

We are also seeing this issue with 15.0.0.189 in our enterprise environment. We're anxiously awaiting a fix, uninstalling isn't a good option. If there is a build without the version checking available, or some other option, please let us know.

edit: I should mention the issue is with the ActiveX version of 15.0.0.189, the Plugin version of 15.0.0.189 is updating correctly.

[JustinGSEIWI]

I am also having this issue with 15.0.0.189. I deploy flash with group policy and have seen this issue many times. The only fix I knew of was to uninstall flash and then it deploys fine which is not a feasible solution.

Adobe! Why can't the application just install!?

[_maria_]

Hello,

Thank you for reporting this with version 15.0.0.189.  We are investigating.

--

Maria

[CCMLP]

Is there any update on this issue with v 15.0.0.189? I would prefer not to uninstall the current version (v14) off all of my client systems, in order to rerun the installation.

[Guest]

Hello,

Any update on this issue?

I wonder if I am the only one suffering it, since nobody else seems to be complaining...

I had exactly the same problem when installing Flash 15 in a computer with Flash 14 installed.

Now, I am trying to install Flash 16 on a computer with Flash 15 installed... And again the same!

I'm launching the installer in this way, so I can see the error:

msiexec.exe /i "install_flash_player_16_active_x.msi"

Do I really need to uninstall first Flash 15 to then install Flash 16 ?

[JustinGSEIWI]

barahona,

You are not the only one having this issue. I have seen this issue for years. I still have this issue. When I deploy via group policy, some computer install and some have this error.

Justin

[_maria_]

Hello brahona and Justin,

Please generate the install log file, by using the following msiexec install commands: msiexec /i "NAME_OF_MSI_INSTALLER" /l*v log.log

Share the log file using the instructions here, How to share a document

Thank you.

--

Maria

[Guest]

Thank you, María

Unfortunately I was troubleshooting the affected computer yesterday and I managed to make it work by removing the old versions and installing 16 from scratch. I have realized that this issue doesn't occur in other computers for now, so I cannot send you any log since I'm not able to reproduce the error.

However, I suspect that the problem occurs when you have Flash Player manually downloaded and installed from Internet and then you try to update it using a .msi file.

I will test it further and let you know if I find any additional information.

Best regards,

[Guest]

Dear María,

Finally, I have been able to reproduce the error, both in ActiveX and plugin installers updating from version 15.0.0.246.

Here you have the logs:

ACTIVEX

=== Verbose logging started: 18/12/2014  16:12:54  Build type: SHIP UNICODE 5.00.7601.00  Calling process: C:\WINDOWS\system32\msiexec.exe ===

MSI (c) (E0:1C) [16:12:54:137]: Resetting cached policy values

MSI (c) (E0:1C) [16:12:54:137]: Machine policy value 'Debug' is 0

MSI (c) (E0:1C) [16:12:54:137]: ******* RunEngine:

           ******* Product: install_flash_player_16_active_x.msi

           ******* Action:

           ******* CommandLine: **********

MSI (c) (E0:1C) [16:12:54:138]: Client-side and UI is none or basic: Running entire install on the server.

MSI (c) (E0:1C) [16:12:54:138]: Grabbed execution mutex.

MSI (c) (E0:1C) [16:12:54:155]: Cloaking enabled.

MSI (c) (E0:1C) [16:12:54:155]: Attempting to enable all disabled privileges before calling Install on Server

MSI (c) (E0:1C) [16:12:54:158]: Incrementing counter to disable shutdown. Counter after increment: 0

MSI (s) (30:E4) [16:12:54:162]: Running installation inside multi-package transaction C:\WINDOWS\system32\install_flash_player_16_active_x.msi

MSI (s) (30:E4) [16:12:54:162]: Grabbed execution mutex.

MSI (s) (30:4C) [16:12:54:163]: Resetting cached policy values

MSI (s) (30:4C) [16:12:54:163]: Machine policy value 'Debug' is 0

MSI (s) (30:4C) [16:12:54:163]: ******* RunEngine:

           ******* Product: C:\WINDOWS\system32\install_flash_player_16_active_x.msi

           ******* Action:

           ******* CommandLine: **********

MSI (s) (30:4C) [16:12:54:163]: Note: 1: 2203 2: C:\WINDOWS\system32\install_flash_player_16_active_x.msi 3: -2147287038

MSI (s) (30:4C) [16:12:54:164]: MainEngineThread is returning 2

MSI (s) (30:E4) [16:12:54:177]: User policy value 'DisableRollback' is 0

MSI (s) (30:E4) [16:12:54:178]: Machine policy value 'DisableRollback' is 0

MSI (s) (30:E4) [16:12:54:178]: Incrementing counter to disable shutdown. Counter after increment: 0

MSI (s) (30:E4) [16:12:54:178]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2

MSI (s) (30:E4) [16:12:54:178]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2

MSI (s) (30:E4) [16:12:54:178]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2

MSI (s) (30:E4) [16:12:54:178]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2

MSI (s) (30:E4) [16:12:54:178]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1

MSI (s) (30:E4) [16:12:54:178]: Restoring environment variables

MSI (c) (E0:1C) [16:12:54:188]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1

MSI (c) (E0:1C) [16:12:54:188]: MainEngineThread is returning 2

=== Verbose logging stopped: 18/12/2014  16:12:54 ===

PLUGIN

=== Verbose logging started: 18/12/2014  16:15:40  Build type: SHIP UNICODE 5.00.7601.00  Calling process: C:\WINDOWS\system32\msiexec.exe ===

MSI (c) (28:44) [16:15:40:364]: Resetting cached policy values

MSI (c) (28:44) [16:15:40:364]: Machine policy value 'Debug' is 0

MSI (c) (28:44) [16:15:40:364]: ******* RunEngine:

           ******* Product: install_flash_player_16_plugin.msi

           ******* Action:

           ******* CommandLine: **********

MSI (c) (28:44) [16:15:40:364]: Client-side and UI is none or basic: Running entire install on the server.

MSI (c) (28:44) [16:15:40:364]: Grabbed execution mutex.

MSI (c) (28:44) [16:15:40:384]: Cloaking enabled.

MSI (c) (28:44) [16:15:40:384]: Attempting to enable all disabled privileges before calling Install on Server

MSI (c) (28:44) [16:15:40:384]: Incrementing counter to disable shutdown. Counter after increment: 0

MSI (s) (30:2C) [16:15:40:384]: Running installation inside multi-package transaction C:\WINDOWS\system32\install_flash_player_16_plugin.msi

MSI (s) (30:2C) [16:15:40:384]: Grabbed execution mutex.

MSI (s) (30:3C) [16:15:40:384]: Resetting cached policy values

MSI (s) (30:3C) [16:15:40:384]: Machine policy value 'Debug' is 0

MSI (s) (30:3C) [16:15:40:384]: ******* RunEngine:

           ******* Product: C:\WINDOWS\system32\install_flash_player_16_plugin.msi

           ******* Action:

           ******* CommandLine: **********

MSI (s) (30:3C) [16:15:40:384]: Note: 1: 2203 2: C:\WINDOWS\system32\install_flash_player_16_plugin.msi 3: -2147287038

MSI (s) (30:3C) [16:15:40:384]: MainEngineThread is returning 2

MSI (s) (30:2C) [16:15:40:404]: User policy value 'DisableRollback' is 0

MSI (s) (30:2C) [16:15:40:404]: Machine policy value 'DisableRollback' is 0

MSI (s) (30:2C) [16:15:40:404]: Incrementing counter to disable shutdown. Counter after increment: 0

MSI (s) (30:2C) [16:15:40:404]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2

MSI (s) (30:2C) [16:15:40:404]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2

MSI (s) (30:2C) [16:15:40:404]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2

MSI (s) (30:2C) [16:15:40:404]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2

MSI (s) (30:2C) [16:15:40:404]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1

MSI (s) (30:2C) [16:15:40:404]: Restoring environment variables

MSI (c) (28:44) [16:15:40:414]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1

MSI (c) (28:44) [16:15:40:414]: MainEngineThread is returning 2

=== Verbose logging stopped: 18/12/2014  16:15:40 ===

[Guest]

Definitively, it seems like the problem is that the MSI file is not able to update Flash Player when it was installed from the web installer.

Indeed, it's exactly what kungfujedis already said on Aug 19, 2014.

Any chance this bug can be reported? It's quite a serious problem...

Best,

[Guest]

I've found that there is a bug already reported, but with status "ToTrack" and nothing else...

https://bugbase.adobe.com/index.cfm?event=bug&id=3909869

Will somebody take care about it?

[_maria_]

Hello,

We are aware of this issue and are working on a solution.  In the mean time we have identified several workaround options.  The workaround options are outlined in the bug https://bugbase.adobe.com/index.cfm?event=bug&id=3928747.  Unfortunately, the bug description is limited in characters, so you'll need to download the file attached to the bug record to get full details and all of the workaround options.

We have identified that bug https://bugbase.adobe.com/index.cfm?event=bug&id=3909869 is not related to this issue.  For comments on this issue please comment on bug https://bugbase.adobe.com/index.cfm?event=bug&id=3928747 instead of 3909869.

Thank you in advance, and we apologize for the delay in resolving this issue.

--

Maria

[JustinGSEIWI]

m_vargas,

Is there an ETA on the solution for this issue? There have been several patches to Flash in the last month and I am constantly having to deploy newer versions. It seems as if this issue is getting worse and all of the workarounds are the same thing I have already been doing. The issue with the workarounds is that I have over a hundred computers so I would prefer for the install to work rather then visit each computer to repair the install.

Thanks,

Jusitn

[JustinGSEIWI2]

I have redeployed the mms.cfg file as recommended. This should disable auto update for all my computers. The next time Flash has an update, I will uninstall the old version and install the new version via GP and see if it works any better.

Justin