15 Replies Latest reply on Apr 5, 2016 9:57 AM by jamesl52047519 Branched from an earlier discussion.

    Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer

    jamesl52047519

      I download the 21.0.0.182 MSI from the distribution site today and updated several test systems.  I am getting this error on every system I try. We are upgrading from 20.0.0.306

       

      Adobe Flash 21 error.JPG

        • 1. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
          Varun Bhal Adobe Employee

          Hi,

           

          Sorry, for the inconvenience caused. Can you please visit Flash Player Help on IE browser on any of the impacted system, then Click on Check Now button and paste the screenshot of the results on here using The specified item was not found. ?

          Also, please share the values of the below 2 registries location from any of the impacted system.

          1. Press Windows + R button

          2. Type regedit.exe and press enter

          3. Goto HKEY_LOCAL_MACHINE\SOFTWARE\Macromedia\FlashPlayerActiveX and check the values of "Version" key and paste it here

          4. (Only on 64-bit Windows) Goto HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Macromedia\FlashPlayerActiveX and check the value of "Version" key and paste it here.

           

          Regards

          Varun Bhal

          • 2. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
            m_vargas Adobe Employee

            Hi,


            Since your issue is different from the topic you posted to, I branched it to a new discussion.

             

            Please provide a verbose MSI installation log from an impacted system.  Upload the file to either cloud.acrobat.com using the instructions at The specified item was not found. or some other file sharing service of your choice that doesn't require a log in to access.  Post the link to the uploaded file in you reply.

             

            Thank you.

             

            --

            Maria

            • 3. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
              jamesl52047519 Level 1

              Attached is what I received when I checked the version and registry keys.  Adobe Flash update error.jpg

              • 4. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
                jamesl52047519 Level 1

                We are not getting any MSI logs since the install fails.  If we use the Adobe uninstall and reinstall clean.  It appears successful but when I check the above verify site it is not working.

                • 5. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
                  m_vargas Adobe Employee

                  Hi,

                   

                  Even though it fails, there should be something logged in the MSI log file, especially if you enable verbose logging.  The FlashInstall.log file may provide some information, but the verbose MSI log file will provide more information, since this is the MSI installer.


                  The FlashInstall.log file is saved at C:\Windows\System32\Macromed\Flash directory.  If this is a 64-bit OS there's another FlashInstall.log file saved at C:\Windows\SysWOW64\Macromed\Flash directory.  Both are required from 64-bit systems.

                   

                  --

                  Maria

                  • 6. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
                    jamesl52047519 Level 1

                    I am getting the same error as my original post when trying to deploy 21.0.0.197 to 20 test systems with SCCM 2012.  If I run the msi manually it fails with the "the version of the Player that you are trying to install is lower than what is currently installed."  I am trying to get 400 systems updated and I cannot get this deployed.  Flash Player MSI in the past has been no issue with SCCM.  We using Shavlik Patch to update minor versions which appears to deploy  using EXE.  I cannot deploy EXE with SCCM 2012.  See logs from test system when running the msi manually.

                     

                    Thanks,

                     

                    Jim Larosa

                     

                    From Wowsys64 log

                    O====== M/20.0.0.270 2016-01-13+23-04-08.405 ========
                    0000 [I] 00000010 "C:\Windows\SoftwareDistribution\Download\Install\install_flash_player_20_active_x.exe" -install
                    0001 [I] 00000011 1
                    0002 [I] 00000020 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl
                    0003 [W] 00001037 SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Adobe Flash Player ActiveX/ 2
                    0004 [W] 00001037 SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\\FlashUtil32_20_0_0_228_ActiveX.exe/ 2
                    0005 [I] 00000013
                    0006 [I] 00000015 C:\Windows\SysWOW64\Macromed\Flash\FlashUtil32_20_0_0_270_ActiveX.exe
                    0007 [I] 00000016 C:\Windows\SysWOW64\Macromed\Flash\FlashUtil32_20_0_0_270_ActiveX.dll
                    0008 [I] 00000023 C:\Windows\SysWOW64\Macromed\Flash\activex.vch
                    0009 [I] 00000019 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl
                    0010 [I] 00000021 C:\Windows\SysWOW64\Macromed\Flash\FlashPlayerUpdateService.exe
                    =X====== M/20.0.0.270 2016-01-13+23-04-17.094 ========

                    =O====== M/20.0.0.306 2016-02-12+13-04-54.018 ========
                    0000 [I] 00000010 "C:\Windows\SysWOW64\Macromed\Flash\FlashUtil32_20_0_0_306_ActiveX.exe" -refreshIEElevationPolicies
                    =X====== M/20.0.0.306 2016-02-12+13-04-54.118 ========

                    =O====== M/20.0.0.306 2016-02-12+13-04-50.085 ========
                    0000 [I] 00000010 "C:\Windows\SoftwareDistribution\Download\Install\install_flash_player_20_active_x.exe" -install
                    0001 [I] 00000011 1
                    0002 [I] 00000020 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl
                    0003 [I] 00000013
                    0004 [I] 00000015 C:\Windows\SysWOW64\Macromed\Flash\FlashUtil32_20_0_0_306_ActiveX.exe
                    0005 [I] 00000016 C:\Windows\SysWOW64\Macromed\Flash\FlashUtil32_20_0_0_306_ActiveX.dll
                    0006 [I] 00000023 C:\Windows\SysWOW64\Macromed\Flash\activex.vch
                    0007 [I] 00000019 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl
                    0008 [W] 00001024 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl 183
                    0009 [W] 00001024 C:\Windows\SysWOW64\FlashPlayerApp.exe 183
                    0010 [I] 00000021 C:\Windows\SysWOW64\Macromed\Flash\FlashPlayerUpdateService.exe
                    0011 [W] 00001106
                    0012 [W] 00001106
                    0013 [W] 00001024 C:\Windows\SysWOW64\Macromed\Flash\FlashPlayerUpdateService.exe 183
                    =X====== M/20.0.0.306 2016-02-12+13-04-56.611 ========

                     

                    From system32 log

                    =O====== M/20.0.0.270 2016-01-13+23-04-09.575 ========
                    0000 [I] 00000010 "C:\Windows\TEMP\{B4021566-12C7-4E00-BC98-52DD245EB5C1}\InstallFlashPlayer.exe" -install -skipARPEntry -iv 1 -au 4294967295
                    0001 [I] 00000020 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl
                    0002 [W] 00001037 SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Adobe Flash Player ActiveX/ 2
                    0003 [W] 00001037 SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\\FlashUtil64_20_0_0_228_ActiveX.exe/ 2
                    0004 [I] 00000013
                    0005 [I] 00000015 C:\Windows\system32\Macromed\Flash\FlashUtil64_20_0_0_270_ActiveX.exe
                    0006 [I] 00000016 C:\Windows\system32\Macromed\Flash\FlashUtil64_20_0_0_270_ActiveX.dll
                    0007 [I] 00000023 C:\Windows\system32\Macromed\Flash\activex.vch
                    0008 [I] 00000019 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl
                    =X====== M/20.0.0.270 2016-01-13+23-04-14.473 ========

                    =O====== M/20.0.0.306 2016-02-12+13-04-52.672 ========
                    0000 [I] 00000010 "C:\Windows\system32\Macromed\Flash\FlashUtil64_20_0_0_306_ActiveX.exe" -refreshIEElevationPolicies
                    =X====== M/20.0.0.306 2016-02-12+13-04-52.923 ========

                    =O====== M/20.0.0.306 2016-02-12+13-04-51.511 ========
                    0000 [I] 00000010 "C:\Windows\TEMP\{FC395E71-F06F-471E-99F4-54A19D95852B}\InstallFlashPlayer.exe" -install -skipARPEntry -iv 1 -au 4294967295
                    0001 [I] 00000020 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl
                    0002 [W] 00001037 SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Adobe Flash Player ActiveX/ 2
                    0003 [I] 00000013
                    0004 [I] 00000015 C:\Windows\system32\Macromed\Flash\FlashUtil64_20_0_0_306_ActiveX.exe
                    0005 [I] 00000016 C:\Windows\system32\Macromed\Flash\FlashUtil64_20_0_0_306_ActiveX.dll
                    0006 [I] 00000023 C:\Windows\system32\Macromed\Flash\activex.vch
                    0007 [I] 00000019 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl
                    =X====== M/20.0.0.306 2016-02-12+13-04-52.935 ========Adobe Help Flash player current version.JPGFlash player install error.jpg

                    • 7. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
                      jamesl52047519 Level 1

                      I spent an hour working on this issue yesterday.  I was able to deploy the exe the I downloaded from the Adobe distribution site in SCCM using a batch file with the following parameters.  The MSI from the Adobe distribtution site does not work.

                       

                      \\path\install_flash_player_21_active_x.exe" -install

                      • 9. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
                        jamesl52047519 Level 1

                        I am trying to use Flash Player 21.0.0.197 MSI that I downloaded from Adobe's distribution page last week. .

                         

                        Adobe Flash Player Distribution | Adobe

                        • 10. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
                          m_vargas Adobe Employee

                          Hi,

                           

                          In order to troubleshoot we need to get a verbose MSI install log file for an impacted system.  Even though the installation is failing there will be verbose MSI logs generated if you run the MSI installer to generate a verbose log file.  Without the verbose MSI instlal log file we cannot troubleshoot.

                           


                          Thank you.

                           

                          --

                          Maria

                          • 11. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
                            jamesl52047519 Level 1

                            Can you please let me know where the vervose MSI log is?  Is in this location?  The FlashInstall.log file is saved at C:\Windows\System32\Macromed\Flash directory.  If this is a 64-bit OS there's another FlashInstall.log file saved at C:\Windows\SysWOW64\Macromed\Flash directory.  Both are required from 64-bit systems.  Also, how do I attach a log to this forum.  I did not see an option for this.  I checked the advanced editor also.

                             

                            Thanks,

                             

                            Jim

                            • 12. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
                              m_vargas Adobe Employee

                              Hi,

                               

                              The \Macromed\Flash directory only saves the Flash Player install log files.  MSI (Windows Installer) logs to a different location, usually a TEMP file location.  If you run the MSI installer from the command-line (using msiexe.exe), you can tell it to generate a verbose log file and where to save the log file to.  The following links may be of assistance.  Of course, you can perform an internet search for more information.

                               

                               

                              --

                              Maria

                              • 13. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
                                jamesl52047519 Level 1

                                Thanks for the links.  They were helpful in turning on verbose log.  I did a install on a system that is failing.  Attached is the verbose log.

                                 

                                The EXE from Adobe Distribution deploys fine with the –install switch in a batch file.  The MSI is getting the error message “Error: The version of the Player that you are trying to install is lower than what is currently installed.”  This system has 20.0.0.306 installed.  The MSI worked fine on a system that had 20.0.0.228.

                                 

                                Thanks,

                                 

                                Jim LaRosa | Atos Consultant for Glenmede

                                <deleted PII>

                                • 14. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
                                  m_vargas Adobe Employee

                                  Hi,

                                   

                                  If you replied via email, the forums software doesn't accept email attachments and strips them from the message before posting.  For privacy reasons, I also deleted the address/phone/email in your email signature.


                                  Please upload the file(s) to cloud.acrobat.com using the instructions at How to share a document or some other file sharing service of your choice that doesn't require a log in to access.  Post the link to the uploaded file in you reply.

                                   

                                  Thank  you.

                                   

                                  --

                                  Maria

                                  • 15. Re: Downgrade error when upgrading from 20.0.0.306 to 21.0.0.182 using MSI installer
                                    jamesl52047519 Level 1

                                    Thanks for the information.  I am trying to get to cloud.acrobat.com but I get a message that is currently unavailable.  I will try again tomorrow.