How to Fix: ScreenConnect Will Not Install 'Package Installation' Error

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Infopackets Reader Georges M. writes:

" Dear Dennis,

I had to perform a non-authoritative restore on our Domain Controller (DCs) because one of our lower-level techs accidentally deleted an important organizational unit (OU). I got everything working again, but I'm having a problem trying to reinstall a program called ScreenConnect, which is used to remotely connect to machines we manage. I noticed you wrote about a previous article about how to uninstall ScreenConnect and was wondering if you could help with this problem.

Here's what's happening: when I try to install ScreenConnect, it says 'Accessing the feature', then the installation stops, then says 'Click OK to try again, or enter an alternate path to a folder containing the installation package setup.msi in the box below.' If I click OK, it says, 'The file 'c:\users\administrator.server\appdata\local\temp\' is not a valid installation package for the product ScreenConnect Client (hash number). Try to find the installation package 'setup.msi' in a folder from which you can install ScreenConnect Client (hash number).'

When I looked in the ..appdata\local\temp\ path, setup.msi is there and I've tried to execute it, but the result in the same. If I uninstall ScreenConnect client from Control Panel I get the same error. So, I can't install because it's asking me to 'try to find the installation package' and if I uninstall I get 'try to find the installation package' error. Argh!

Forgive me for this long-winded question but I wanted to be specific. I am willing to hire you to fix the problem. Much thanks! "

My response:

I asked Georges if he would like me to connect to his machine using my remote support service in order to have a closer look, and he agreed.

Below I will discuss my findings.

How to Fix: ScreenConnect Will Not Install 'Package Installation' Error

After much trial and error, this particular issue had to do with the fact that ScreenConnect was previously installed on the machine, which then resulting in an invalid registry entry when Active Directory was restored.

What I found is that if you clear the registry of the previous ScreenConnect client, then reinstall ScreenConnect, uninstall it, then reinstall it again, it should work. I suspect that this method should fix similar errors where ScreenConnect will not install.

To do so:

  1. On the machine you wish to install the ScreenConnect client, launch regedit (click Start, then type in "regedit" [no quotes] and hit Enter).
     
  2. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\ and expand the list. Look at the subkeys (folders) for anything to do with ScreenConnect, and carefully delete the folder. Since each ScreenConnect installation number is different, I can't give any specifics on which subkey is the one you want to delete. You will have to look the registry values, making sure not to delete the wrong one (hint: make a backup of the registry, first!).
     
  3. Proceed to install the ScreenConnect client again. This will effectively overwrite other entries in the registry pertaining to ScreenConnect. At this point you will notice that the ScreenConnect client still isn't active on the client machine - which is why you need to follow the next step.
     
  4. Go to Control Panel -> Programs and Features and uninstall the ScreenConnect client again. This time it will properly uninstall the previous installation.
     
  5. Reinstall ScreenConnect client again. This time it should work and you should see ScreenConnect in the tray bar near the clock.

I hope that helps.

Additional 1-on-1 Support: From Dennis

If all of this is over your head, or if you need help to install ScreenConnect, I can help using my remote desktop support service. Simply contact me, briefly describing the issue and I will get back to you as soon as possible.

Got a Computer Question or Problem? Ask Dennis!

I need more computer questions. If you have a computer question - or even a computer problem that needs fixing - please email me with your question so that I can write more articles like this one. I can't promise I'll respond to all the messages I receive (depending on the volume), but I'll do my best.

About the author: Dennis Faas

is the owner and operator of Infopackets.com. With over 30 years of computing experience, Dennis' areas of expertise are a broad range and include PC hardware, Microsoft Windows, Linux, network administration, and virtualization. Dennis holds a Bachelors degree in Computer Science (1999) and has authored 6 books on the topics of MS Windows and PC Security. If you like the advice you received on this page, please up-vote / Like this page and share it with friends. For technical support inquiries, Dennis can be reached via Live chat online this site using the Zopim Chat service (currently located at the bottom left of the screen); optionally, you can contact Dennis through the website contact form.

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