Unable to reinstall or upgrade PGP Desktop

Article:TECH149268  |  Created: 2009-01-30  |  Updated: 2012-03-07  |  Article URL http://www.symantec.com/docs/TECH149268
Article Type
Technical Solution


Issue




When attempting to reinstall or upgrade PGP Desktop, you receive an installation error or are prompted to restart the installation. Even after restarting the installation, you continue to receive the same message. This issue can occur due to a Windows Installer error.

 


Solution




To resolve this issue, you can use a cleanup utility to remove damaged installation files used by the Windows Installer for PGP Desktop. Upgrading the Windows Installer to the most recent version can also assist with installation issues.

To resolve PGP Desktop Windows Installer errors:

 

  1. Open the Control Panel and uninstall PGP Desktop using the Add or Remove Programs tool.
  2. Reboot your system.
  3. Install the Windows Installer CleanUp Utility, then run the program (Start>All Programs>Windows Install Clean Up.
  4. Select any PGP entries from the list and click the Remove button.
  5. Click Exit.
  6. Delete the PGP Corporation folder from the following location:

    Windows 2000, XP, Server 2003
    Documents and Settings\%USERNAME%\Application Data\

    Windows Vista
    C:\Users\%USERNAME%\AppData\Roaming\PGP Corporation\PGP

     
  7. If necessary, install the most recent version of the Windows Installer.
  8. Install PGP Desktop.

The cleanup utility and Windows Installer files can be downloaded from the links below:

Windows Installer CleanUp Utility
http://support.microsoft.com/kb/290301

Windows Installer 4.5 Redistributable
Windows Installer 4.5

To check the version of the Windows Installer on your system, use the following:

Windows XP

 

  1. Double-click My Computer.
  2. Browse to the C:\WINDOWS\system32 folder.
  3. Search for the file: msi.dll
  4. Right-click the file and select Properties.
  5. Click the Version tab. The Windows Installer file version is displayed.

Windows Vista & Windows 7

 

  1. Open Computer.
  2. Browse to the C:\WINDOWS\system32 folder.
  3. Search for the file: msi.dll
  4. Right-click the file and select Properties.
  5. Click the Details tab. The Windows Installer file version is displayed.


Legacy ID



1147


Article URL http://www.symantec.com/docs/TECH149268


Terms of use for this information are found in Legal Notices