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Unable to upgrade existing VMware Tools (1001354)

Details

  • You are unable to upgrade the existing installation of VMware Tools because the previous installation fails to be removed.
  • The uninstall feature of VMware Tools fails to complete.
  • You cannot uninstall VMware Tools.
  • You need to remove VMware Tools.
  • You need to manually uninstall VMware Tools.

Solution

Cause

The cause of this issue is currently unknown and is under investigation. To help identify the cause, report this issue to VMware Support and provide answers to the following questions:
  • What version of the tools are you upgrading from?
  • What version of the tools are you upgrading to?
  • What method is being used to upgrade the tools?

To determine the previous versions of the VMware Tools that were installed on your system, open the Microsoft Windows event viewer and search for Event Source of MsiInstaller and Event ID of 1034. For more information on viewing events, see the Microsoft TechNet article Filter Displayed Events.

Workaround

Note: This procedure modifies the Windows registry. Before making any registry modifications, ensure that you have a current and valid backup of the registry and the virtual machine. For more information on backing up and restoring the registry, see the Microsoft Knowledge Base article 136393.

To manually remove VMware Tools:

Windows XP virtual machines

  1. Start the virtual machine and log in as the Administrator.
  2. Take a full backup of the registry prior to editing it. Do not skip this step.
  3. Open the Windows Registry editor. Click Start > Run, type regedit, and press Enter.
  4. Delete these registry keys if they exist:

    • HKEY_CLASSES_ROOT\Installer\Features\C2A6F2EFE6910124C940B2B12CF170FE
    • HKEY_CLASSES_ROOT\Installer\Products\C2A6F2EFE6910124C940B2B12CF170FE
    • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Features\C2A6F2EFE6910124C940B2B12CF170FE
    • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\C2A6F2EFE6910124C940B2B12CF170FE
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\C2A6F2EFE6910124C940B2B12CF170FE
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{FE2F6A2C-196E-4210-9C04-2B1BC21F07EF}
    • HKEY_LOCAL_MACHINE\SOFTWARE\VMware, Inc.
Note: If the key is not present in the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\, verify the subfolders present in the particular registry folder.

Windows 2003 virtual machines

  1. Start the virtual machine and log in as the Administrator.
  2. Take a full backup of the registry prior to editing it. Do not skip this step.
  3. Open the Windows Registry editor. Click Start > Run, type regedit, and press Enter.
  4. Delete these registry keys if they exist:

    • HKEY_CLASSES_ROOT\Installer\Features\005014B32081E884E91FB41199E24004
    • HKEY_CLASSES_ROOT\Installer\Products\005014B32081E884E91FB41199E24004
    • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Features\005014B32081E884E91FB41199E24004
    • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\005014B32081E884E91FB41199E24004
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\0B150AC107B12D11A9DD0006794C4E25
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{3B410500-1802-488E-9EF1-4B11992E0440}
    • HKEY_LOCAL_MACHINE\SOFTWARE\VMware, Inc.

  5. Some services must be removed manually from the registry. Delete these as well if they exist:

    • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\VMTools
    • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\VMUpgradeHelper
    • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\VMware Physical Disk Helper Service
    • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\vmvss

Windows Server 2008 R2 virtual machines

  1. Start the virtual machine and log in as the Administrator.
  2. Take a full backup of the registry prior to editing it. Do not skip this step.
  3. Open the Windows Registry editor. Click Start, type regedit, and press Enter.
  4. Delete these registry keys if they exist:

    • HKEY_CLASSES_ROOT\Installer\Features\C2A6F2EFE6910124C940B2B12CF170FE
    • HKEY_CLASSES_ROOT\Installer\Products\C2A6F2EFE6910124C940B2B12CF170FE
    • HKEY_CLASSES_ROOT\CLSID\{D86ADE52-C4D9-4B98-AA0D-9B0C7F1EBBC8}
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\C2A6F2EFE6910124C940B2B12CF170FE
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{FE2F6A2C-196E-4210-9C04-2B1BC21F07EF}

Windows 7, Windows 8 and Windows 2012 Server virtual machines

  1. Start the virtual machine and log in as the Administrator.
  2. Take a full backup of the registry prior to editing it. Do not skip this step.
  3. Open the Windows Registry editor. Click Start, type regedit, and press Enter.

    Note: On Windows 8, you need to type the preceding command within the Run prompt. This can be accessed by using the following hot key combination, Windows Key + R.

  4. Delete these registry keys if they exist:

    • HKEY_CLASSES_ROOT\Installer\Features\B634907914A56494B87EA24A33AC1F80
    • HKEY_CLASSES_ROOT\Installer\Products\B634907914A56494B87EA24A33AC1F80
    • HKEY_CLASSES_ROOT\CLSID\{D86ADE52-C4D9-4B98-AA0D-9B0C7F1EBBC8}
    • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Features\B634907914A56494B87EA24A33AC1F80
    • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\B634907914A56494B87EA24A33AC1F80
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\B634907914A56494B87EA24A33AC1F80
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{9709436B-5A41-4946-8BE7-2AA433CAF108}
    • HKEY_LOCAL_MACHINE\SOFTWARE\VMware, Inc.

All Windows virtual machines

  1. Search the registry for vmware and delete all associated entries.

    Note: On virtual machines with any other VMware products installed (for example, vCenter Server), you might not want to delete all entries. If you do have another VMware product installed, then you can skip this step if you have already removed the entries in the previous procedures.

  2. Close the registry editor.
  3. Open Windows Explorer.
  4. Delete the %ProgramFiles%\VMware\VMware Tools folder.
  5. Restart the virtual machine.
  6. Install the new version of VMware Tools.
Notes

Note: The preceding links were correct as of November 18, 2015. If you find a link is broken, provide the feedback and a VMware employee will update the link.

Additional Information


For translated versions of this article, see:

Tags

cannot-install-tools  corrupt-vmware-tools-installation  install-upgrade-vmware-tools-simultaneously  install-vmware-tools-fails  tools-install-hangs  vmware-tools  vmware-tools-install-doesnot-complete  vmware-tools-install-fails  vmware-tools-install-upgrade-fails  vmware-tools-upgrade-fails

Update History

03/20/2010 - Spelled out full registry path for HKLM, i.e HKEY_LOCAL_MACHINE. 03/20/2010 - Removed the line "The download link is at the bottom of the article" from step 2, as there is no link at the bottom of the article. 03/20/2010 - Removed "if applicable" from step 12, as this is confusing when looking at the title of the article. 03/20/2010 - Removed Fusion from the products list. 10/01/2010 - Added symptoms. 11/05/2010 - Re-wrote article to clarify registry locations, paths. Re-added Fusion. 12/29/2011 - Added registry keys for Windows 7. 04/23/2012 - Added registry keys for Windows 2003. 04/27/2012 - Added registry keys for Windows Server 2008 R2. 07/11/2012 - Added registry backup steps and note. 08/07/2012 - Added note to step 1 in last procedure. 11/13/2012 - Added instructions to file support request if problem still exists.

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