Issue Cannot update plesk because of files removed by antivirus

[treenet]

Server operating system version

Windows 2022

Plesk version and microupdate number

18.0.61 Update #6

Hello,
i'm looking for advices and other's experiences.

Scenario:
Hosted VPS with Plesk license offered by hosting provider - Win 2022 with running Plesk Version 18.0.61 Update #6 - kaspersky antivirus - firewall ports for plesk updates are open - provider is not able to help and suggest to reinstall or migrate.

Problem:
Plesk is running but updates keep failing and autoinstaller3.log shows some errors:
"GetProductsList() ERROR: Bad configuration was detected for product with Product code: {B81911AA-E961-3F44-691F-AAA2C6F017FD} (Upgrade code: ). MsiGetProductInfo() return code: 1608."
"GetProductsList() ERROR: Bad configuration was detected for product with Product code: {E3B93DAC-525F-2264-DB7D-89C90793A3EB} (Upgrade code: ). MsiGetProductInfo() return code: 1608."
So i think some installers files are missing in the install directory and prevent updates to install.

What i tried - (not solved):
Plesk Reconfigurator and Plesk-repair-kit didn't help.
I tried to restore files from backups but the problem has appeared time before the date of the first available backup set, and files are not available in the backup.
I'm pretty sure that Kaspersky deleted some files but i can't find them in antivirus console backup or quarantine (it happened again a couple years ago, but that time a was able to recover them). I remember that C:\Program Files (x86)\Plesk\admin\bin\ai.exe and other files were removed by antivirus, but i don't have a complete list to compare.

What i'd like to ask to community:
If possible, i'd like to keep the server running and minimize downtime needed for a complete migration or recovery.
Is there a simple/fast way to reinstall the same Plesk version or replace some folders from an official repository (ftp) without having to recover from a backup?
Is there a simple way to look/compare for missing files? I don't have other servers with this version installed.
Is it possible to uninstall bad MSI files (something like "msiexec /x {B81911AA-E961-3F44-691F-AAA2C6F017FD} /qn" ) without breaking Plesk and then start Plesk updater?

Thank you,
Angelo

 

[Sebahat.hadzhi]

Hello, Angelo. As far as I can see, this error results from corruption in the MSI subsystem:

MsiGetProductInfo failed to retrieve ProductVersion while installalling SQL

Fix MsiGetProductInfo failed to retrieve ProductVersion for package with Product Code = ‘{GUID}’. Error code: 1605/1608 while installing SQL in Windows.

www.thewindowsclub.com

If contacting Microsoft to fix the subsystem is not an option, what you can consider trying is restoring the server if you have a snapshot from a healthy point (that might not completely solve the issue), try disaster recovery, or a migration to a brand new server. What else you can try is manually moving the configuration file from a healthy environment, but that should be performed with caution and at own risk.

 

[treenet]

Hello Sebahat,
thanks for pointing me to check that article.
So i tried to follow advices and deleted some GUID of bad msi packages but didn't sort any result.
I found online the repository Index of / and compared differences in local cached msi files (C:\ProgramData\Plesk\Installer\cache\pool\release\PLESK-WIN_18.0.61_14911\dist-windows) with the official repository. About 15 files were missing and so i downloaded them.
I restarted plesk update from the online GUI and the error on the autoinstaller.log has changed:

[2025-08-16 00:57:47.220152] Package action: InstallMsiPackage, package: panel, exec time: 1 sec. desc: file='C:\ProgramData\Plesk\Installer\cache\pool\release\PLESK-WIN_18.0.71_17351\dist-windows\panel.msi', command-line='ADDLOCAL=ALL INSTALLDIR="C:\Program Files (x86)\Plesk\" DATADIR="C:\Program Files (x86)\Plesk\" VHOSTSDIR="C:\Inetpub\vhosts\" ALLUSERS=1 ARPSYSTEMCOMPONENT=1 AUTOINSTALLER=1 REBOOT=R'
[2025-08-16 00:57:47.220152] Failed to install 'C:\ProgramData\Plesk\Installer\cache\pool\release\PLESK-WIN_18.0.71_17351\dist-windows\panel.msi': Fatal error during installation. (Error code 1603)
Sub-action 'InstallMsiPackage' failed with error code: 1603(0x00000643)
Bootstrapper has finished action (exec time: 0 sec.): parent_name='PANEL_18_0_71_WIN', sequence='pkgs', stage='rollback', sequence_order='1', operation='install', exec_cmd='md "[PLESK_DATADIR]\var\upgrade" 2>nul & type NUL > "[PLESK_DATADIR]\var\upgrade\plesk-upgrade-failure.flag"'', m_arch='', exit code: 0, output: ~empty
[2025-08-16 00:57:48.205982] Bootstrapper has finished action (exec time: 1 sec.): parent_name='panel', sequence='pkgs', stage='rollback', sequence_order='9999', operation='install', exec_cmd='"[PLESK_INSTALLDIR]/admin/bin/php.exe" -f "[PLESK_INSTALLDIR]/admin/plib/scripts/update-failure-notification.php"'', m_arch='', exit code: 0, output: ~empty
[2025-08-16 00:57:48.205982] Launching component and product checkers...
[2025-08-16 00:57:48.205982] FileFetcher: get file (~empty)/pool/release/PLESK-WIN_18.0.71_17351/reportupdate.exe
[2025-08-16 00:57:48.205982] Downloading file pool/release/PLESK-WIN_18.0.71_17351/reportupdate.exe: 0%
[2025-08-16 00:57:48.487707] Downloading file pool/release/PLESK-WIN_18.0.71_17351/reportupdate.exe: 100% was finished.
[2025-08-16 00:57:48.753336] Examination executed [C:\ProgramData\Plesk\Installer\cache\pool\release\PLESK-WIN_18.0.71_17351\reportupdate.exe --send-report --op=upgrade --rc=1 --start-flag="C:\ProgramData\Plesk\Installer\plesk-report-update.flag" --os-name="Windows-server" --os-version="10.0.20348" --os-arch="x86_64" --to=18.0.71.2 --from=18.0.61] with code 0
Output:
~empty
Error:
~empty
[2025-08-16 00:57:48.753336] Error: The installation of the package 'panel' failed with code 1603. (upgrade: Upgrading Plesk settings...)
Not all packages were installed.

So i checked online for the error and found this article that basically suggest to do what i already did: https://support.plesk.com/hc/en-us/...-CustomAction-returned-actual-error-code-1612 .
Now files are in the right place but i think there are permission problems (file system or registry?) that prevent Plesk to uninstall old components and update.

Do you have some other advices to try?

Restoring a backup will not solve and I don't think Microsoft Support will help on this (i can open an incident anyway...).
Migration to new server will take alot and needs to be scheduled, but can be done.

Thank you

 

[Sebahat.hadzhi]

No, I am afraid this goes beyond my expertise in this area. I am sorry.

 

[scsa20]

What does event viewer show? What does the install logs show?

 

[treenet]

No, I am afraid this goes beyond my expertise in this area. I am sorry.

Ok Sebahat, don't worry. Thanks anyway!

 

[treenet]

What does event viewer show? What does the install logs show?

Hello scsa20,
- System Event Viewer is not logging anything relevant while installing;
- Application Event Viewer logs the following error:

Log Name:      Application
Source:        MsiInstaller
Date:          16/08/2025 00:57:47
Event ID:      11714
Task Category: None
Level:         Error
Keywords:      Classic
User:          SYSTEM
Computer:      VM12345678
Description:
Product: Plesk module -- Error 1714. The older version of Plesk module cannot be removed.  Contact your technical support group.  System Error 1612.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="MsiInstaller" />
    <EventID Qualifiers="0">11714</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2025-08-15T22:57:47.1263957Z" />
    <EventRecordID>12412437</EventRecordID>
    <Correlation />
    <Execution ProcessID="0" ThreadID="0" />
    <Channel>Application</Channel>
    <Computer>VM12345678</Computer>
    <Security UserID="S-1-5-18" />
  </System>
  <EventData>
    <Data>Product: Plesk module -- Error 1714. The older version of Plesk module cannot be removed.  Contact your technical support group.  System Error 1612.</Data>
    <Data>(NULL)</Data>
    <Data>(NULL)</Data>
    <Data>(NULL)</Data>
    <Data>(NULL)</Data>
    <Data>(NULL)</Data>
    <Data>
    </Data>
    <Binary>7B35423544433339392D353939462D344635312D414144462D4344323144343636323936367D</Binary>
  </EventData>
</Event>

nothing else.

I attach for reference the Plesk install log of my last try.

Thank you

 

[scsa20]

From the looks of things you might just want to make sure everything is good on the server. If worst comes to worst, since your license is through your hosting provider, open a ticket with them to help you out. If you're not able to get help with your hosting provider you can open a ticket with Plesk themselves but you will need a support plan, see https://support.plesk.com/hc/en-us/articles/12388090147095-How-to-get-support-directly-from-Plesk