Windows installation of GlobalProtect 5.2.11 fails with "Error 1714" even following complete manual uninstallation of GlobalProtect

Windows installation of GlobalProtect 5.2.11 fails with "Error 1714" even following complete manual uninstallation of GlobalProtect

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Created On 06/03/22 23:00 PM - Last Modified 06/07/23 19:32 PM


Symptom


  • Windows installation of GlobalProtect 5.2.11 fails even following complete manual uninstallation of GlobalProtect.
  • During installation a dialog box opens reading:
The feature you are trying to us is on a network resource that is unavailable.
Click OK to try again, or enter an alternate path to a folder containing the installation package 'GlobalProtect64.msi' in the box below.

Use source:
C:\WINDOWS\ccmcache\a\.
  • The install log shows:
Error 1714. The older version of GlobalProtect cannot be removed.\'a0 Contact your technical support group.\'a0 System Error 1612.\.

 


Environment


  • Windows 10
  • GlobalProtect 5.2.11


Cause


  • GlobalProtect checks for existing installations and finds an existing Windows Product Code  
  • Uninstallation of the previous GlobalProtect installer is attempted but fails when original MSI is no longer available.
  • There is an existing Windows Product Code at 'Computer\HKEY_CLASSES_ROOT\Installer\Products\<ProductCode>
  • The ProductName is 'GlobalProtect'


Resolution


  1. Identify the registry key for the old GlobalProtect installation
    • Method 1: Search the registry directly:
      • Open RegEdit
      • Select "Computer\HKEY_CLASSES_ROOT\Installer\Products\"
      • Search for the ProductName "GlobalProtect"
    • Method 2:  Install MSI with verbose flag
      • Run: msiexec /i <GlobalProtect64.msi> /l*v GP_install_log.txt
      • Search text file for GUID
      • Open RegEdit
      • Select "Computer\HKEY_CLASSES_ROOT\Installer\Products\"
      • Search for the identified GUID
    • Windows ProductCode for GlobalProtect
  2. Select identified registry key; right click then export the key
  3. Delete the identified registry key
  4. Install GlobalProtect MSI


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    https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA14u000000sYhgCAE&lang=en_US%E2%80%A9&refURL=http%3A%2F%2Fknowledgebase.paloaltonetworks.com%2FKCSArticleDetail

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