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I’m Very frustrated

Cannot uninstall prior version that's not actually installed

Platinum 14 installation fails when it tries to uninstall a prior version.

Windows 7 and the Platinum 14 installer both think Nero 12 and a Nero 12 Feature Package are both installed.

Neither is actually installed, so it is impossible to uninstall them.

Why? Isn't there a cleanup tool that will get rid of the bogus installation information?

Wasted money buying the new version, can't install it.

Previous installation as prior to installation of SSD system drive and Nero was never installed after the disk swap, but Windows still thinks it's there.
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  • What actually happens when your try to install v14?

    As I understand it, you once had a hard drive that had v12 installed. Then you removed the hard drive and replaced it with a SSD. How did you put the OS on your SSD?
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  • I cloned it, thus the problem. Had to remove a bunch of software to make it fit and the Nero uninstaller didn't do a very good job.

    Now I'm stuck with a ghost installation that cannot be uninstalled since none of the program or installation files exist.
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  • You confirmed my suspicion.

    However, you didn't say what happens when you do the v14 installation.

    Normally, v12 and v14 can be installed side by side. I have v10-v14 on this system (Win 7) and v9-v14 installed on my Vista system.

    What I recommend is to run regedit.exe. Look here-

    HKEY_CURRENT_USER\Software\Nero

    Is there a Nero 12 subkey?
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  • Nope. However, I did run CCleaner and got rid of a bunch of leftover Nero registry entries before I got your suggestion and when I checked Uninstall just now, the bogus Nero entries appear to be gone.

    Am in the middle of backing up a 3 TB drive right now, will reboot and try the reinstall again once that finishes (looks like another hour or two).
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  • I have no idea why the 14 Platinum installer gets hung up trying to get rid of the earlier versions, but it does and there's no bypass.

    I did discover that I have to deselect all the AVG crapware, but still have to accept that installation step to get to the next Nero installation step. I tried rejecting that AVG step and it immediately hung, claiming to be unable to find one of the Nero .msi files. Seems to me that when you pay for a new version, you shouldn't have to wade through a bunch of junk to get to the real installation.
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  • The specific error message comes during the installation of Nero Mediahome:

    "The feature you are trying to use is on a network resource that is unavailable."

    the specific resource is "nero.kwikmedia.msi"

    Since I was trying to install over a home network, maybe that's the problem. I will copy the files over to the computer where I want to install Nero and see if that helps.
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  • I’m Still pizzed
    Still no joy. I have found several archived instances of the file it's looking for, extracted them, only to be told that it's not a valid copy of that file, then the error message that brought me here"

    "Error 1714. The older version of Nero MediaHome cannot be removed. Contact your technical support group."

    Like I asked before, isn't there a cleanup tool that will remove all existing references to and residue from prior Nero installations? The old installations no longer exist, but there's enough crap left to keep me from installing the software I paid for.
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  • I’m Thoroughly pizzed
    It's not a bad install package - just used it to install 2014 Platinum on this computer. Unfortunately, I bought it to use on my desktop and this is my traveling laptop. Both are Windows 7 64-bit machines but I have all the multimedia stuff on the desktop.

    I have tried everything I found here - used Revo uninstall to get rid of all traces of prior versions - still get the same failure message, followed by a bogus error about not being able to uninstall a previous version.

    The error that chokes it each time relates to a step that should open a file that the installer created earlier in the process. The file is there, right where it should be, but the installer is unable to read the file it created. Appears to be some kind of permissions foulup. Have tried with and without "run as administrator" with the same result. Since I am already running "relaxed," and have the folders in question shared with read, write and delete permissions to Everybody, I don't understand why the installer can't read a file it created.

    Meanwhile, I started using the Aura video tools package and that does everything I was planning to use Nero 2014 for anyway, so Nero is headed for the wastebasket.
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  • In regards to Nero MediaHome- Run regedit.exe. Do a search on "mediahome" without the " in Keys only. There should be two or three subkeys (I'm going by memory). Delete them. You should also search on "kwikmedia", in the same manner.

    This sounds like a permissions problem. We might find out if you can't delete the subkeys.

    It might also be a permissions problem in the temporary files folder. We'll also check on that after you try the above. I can't determine if v14 uses the kwikmedia.msi because I have installed v10 on both of my hard drives and that's where kwikmedia started.
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  • Larry,

    Lately, it seems that Tech Support has been supplying customers with "First Aid Kits" to clean up their computers and enable a proper installation after they receive the .CAB file that is generated using their support tool. Has you written to techsupport@nero.com?
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  • The problem is specifically related to installing MediaHome (kwikmedia). Deselecting MediaHome as part of the installation doesn't work, it tries to install it anyway and seems to think it has to remove a prior installation first.

    Haven't written tech support.

    I was able to delete all the temp entries created by the installer, that didn't help either.

    Cannot install the free version of MediaHome, get the same error message as I do when I try to install 2014 Platinum.

    Cannot install the free trial of Nero 2014 - same problem. For some reason, the MediaHome/kwikmedia installation creates an error condition and it's not possible to skip that step (and I don't want to do anything that MediaHome supports anyway).
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  • Correction - the free version of MediaHome gets an error, says it cannot open setup.exe. I can manually start the copy of setup.exe that was unpacked, but the install routine apparently can't.

    Also tried to install the free version of Nero Burning ROM 2014. It gets to the license agreement and won't go to the next step (no error message, just sits there).

    I've wasted way too much time trying to turn this lemon into lemonade. I've installed lots of different software on that computer, some of it supposedly not even compatible with Windows 7 32-bit or 64-bit (Microsoft Visual Studio 6, for example). There's something screwed up in the kwikmedia installer and the error message doesn't make any sense - the path it is trying to use to open the kwikmedia.msi file for a prior installation doesn't even exist and I cannot figure out where it is getting that bogus information since there was no prior installation of kwikmedia. I don't even want MediaHome installed and it is preventing me from using all the other stuff that installs without error before getting to that step.
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  • Did you try the registry edits that I suggested? I had the same problem with v10 when I installed the free Kwik Media before installing the v10 update that changed MediaHub to Kwik Media (or vice versa).

    The installation files are here-

    C:\Users\"user name"\AppData\Local\Temp\NeroInstallFiles

    You just have to rummage around until you find the .msi you want.

    Be back about 9 tonight.
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  • It's not trying to open anything in the current installation temp files, it rejects that copy of the kwikmedia.msi file as not valid.

    I didn't edit the registry other than looking to confirm that the Revo uninstaller had removed all references to prior Nero versions. They no longer appear in the Windows uninstall list or in the registry.

    The Nero 14 installer is trying to open a kwikmedia.msi file on a nonexistent path and that nonexistent path is identical from one installation attempt to another. As best I can tell, it's a temp file path from a prior installation. I have no idea where it looks to determine that there was a prior installation or where it gets that temp file path since I've cleaned out everything I can find that's associated with prior Nero installations.

    I threw in the towel. I sent an email to tech support, but am not holding my breath.
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  • The only way to uninstall mediahome and kwikmedia is to delete their subkeys in the registry. If you're not comfortable editing the registry, either set a system restore point beforehand or, when in the registry, click on Computer. Then select File\export. Export using a file name and location you can remember or have written down.

    There are probably several thousand entries in the registry related to Nero which won't be found by Revo or CCleaner or anything else because the word Nero is not there with each entry.

    Are you saying you tried to run the kwikmedia .msi file in the Temp folder I pointed you to and it won't run as administrator?
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  • I can run it, but that's not the .msi file the installer is trying to run, it's the .msi file to install the "new" instance of kwikmedia. The installer is trying to uninstall a previous version of kwikmedia and wants that .msi file. Since the installer rejects that one as not valid, it's not the right copy of kwikmedia.msi.

    Running the one you told me how to find results in the same error message that I get using the Nero 14 installers. I'd already tried it, but went back and tried it again, same result. That's not the one it wants.

    There are no registry keys for MediaHome or KwikMedia.
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  • The non-existance of the registry keys isn't correct-

    Look here-

    HKEY_CLASSES_ROOT\AppID\MediaHome.exe

    This is just one of them.
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  • Aha! I went back and read your tip to use the Find edit and found a bunch of entries for both MediaHome and KwikMedia. Most were file associations (which I deleted) and there were a few installation entries, which I also deleted.

    Reran the installer and it worked - until it got to CommandCenter Help. Same problem, it tried to delete an older version and the expected .msi file used to install that version was no longer to be found.

    At least I know the drill now and I will get rid of the old Control Center stuff as well.
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  • Thanks for breaking the logjam.

    I also had to delete a couple of old entries for blurayplayerhelp and that finally allowed the installer to run to completion.

    I wish there was a way to reliably bypass stuff in the installer - I have no use for MediaHome or BluRay, but I do use the Control Center and that would have created an error condition in the installer anyway, so sooner or later I would have had to clean the registry out to get Nero 2014 installed.
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  • Great! I'm glad it worked.

    The reason I asked you do the search in Keys only is because, if you search in values and data, you would find all kinds of entries like the file associations that don't have to be deleted for installation.

    You definitely want the ControlCenter. I hope you ran the check for updates after the installation. Make sure to checkmark any that aren't.

    In addition, open the Nero Launcher and select Creative Content. Download and install the Content pack.
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  • I’m All warm & fuzzy
    I misread your instructions - the extra " led me to do the search without "Keys" selected. No big deal, it got me pointed in the right direction.

    Again, thanks for your help.
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  • You're welcome. I like the "I'm all warm & fuzzy".

    Enjoy!
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  • I deleted EVERYTHING that looks,feels,tastes, and even vaguely that may even be Nero.
    And all installs and works well now.
    When in doubt throw it all out!
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  • Nero 2017 Platinum even seems a little less finicky, it went right in.
    So I would suggest try to move on up if all your old past Nero's give you grief.
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