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Windows Server 2008 R2 Thread, Server stuck in IE9 state in Technical; I'm trying to update a 2008 R2 Server to IE11 from IE9 - but I'm now well and truly stuck ...
  1. #1
    Sheridan's Avatar
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    Server stuck in IE9 state

    I'm trying to update a 2008 R2 Server to IE11 from IE9 - but I'm now well and truly stuck in between the two.

    If I run the IE11 installer (whether standalone or using Windows Updates) it fails and the IE11 log shows:

    00:07.067: INFO: Waiting for 0 language pack downloads.
    00:07.067: INFO: Language pack downloads completed. (exit code = 0xffffffff (4294967295)).
    00:07.098: INFO: No reboot logic message NrApiStart(0), lParam=0x004528c0 returned 0x00000000.
    00:07.660: INFO: No reboot logic message NrApiScan(1), lParam=0x00000001 returned 0x00000000.
    00:07.660: INFO: No reboot logic message NrApiStartInstall(4), lParam=0x00000001 returned 0x00000014.
    00:07.660: INFO: Installing with the downloaded package. C:\Windows\TEMP\IE1F270.tmp\IE11-neutral.Downloaded.cab
    00:07.675: INFO: Launched package installation: C:\Windows\SysNative\dism.exe /online /add-package /packagepath:C:\Windows\TEMP\IE1F270.tmp\IE11-neutral.Downloaded.cab /quiet /norestart
    00:13.026: INFO: Process exit code 0x00000002 (2) [The system cannot find the file specified. ]
    00:13.026: ERROR: Neutral package installation failed (exit code = 0x00000002 (2)).
    00:13.026: INFO: No reboot logic message NrApiInstallDone(7), lParam=0x00009c59 returned 0x00000000.
    00:13.026: INFO: No reboot logic message NrApiStartFinish(11), lParam=0x00000000 returned 0x00000000.
    00:13.026: INFO: No reboot logic message NrApiFinish(12), lParam=0x00000000 returned 0x00000016.
    00:13.058: INFO: PauseOrResumeAUThread: Successfully resumed Automatic Updates.
    00:14.618: INFO: Setup exit code: 0x00009C59 (40025) - The neutral cab failed to install.
    00:14.633: INFO: Cleaning up temporary files in: C:\Windows\TEMP\IE1F270.tmp
    00:14.664: INFO: Unable to remove directory C:\Windows\TEMP\IE1F270.tmp, marking for deletion on reboot.
    00:14.664: INFO: Released Internet Explorer Installer Mutex
    The only error is 'Neutral package installation failed' - whatever that means!

    I can't uninstall IE9 either to try it that way as I simply get 'An error has occured' and nothing else logged as far as I can see.

    Is there any other way to remove IE9 on Server 2008, or find out whats killing off the IE11 install? I've tried IE10 and that generates a similar error in the log. When I look at the tmp folder I can see the files there, so the file that the .cab file specified does exist at the point of installation.
    Last edited by Sheridan; 8th July 2014 at 09:10 AM.

  2. #2
    Sheridan's Avatar
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    Well, I'm well and truly stuck now. I've tried everything I can think of on this. I can't uninstall IE9, can't install IE10 or IE11 and nothing I've found works!

    Manual uninstall fails of IE9 fails. The error I get installing IE11 seems to be common enough, but only resolved by an OS reinstall, nice one microsoft. And thats not going to happen in a hurry with this being the MIS server!

    So I'm stuck with IE9 until the server is due an upgrade!

  3. #3
    Sheridan's Avatar
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    All I can say is, if you get the same issue just give up. There is no solution other than an OS re-install! Judging from my experiences and web searches this is a situation that is fairly common but hasn't been addressed by MS at all.

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    I had this try run this command from an elevated command prompt to fix it:

    mklink /D c:\Windows\SysNative c:\Windows\system32

    This will build a symbolic link from c:\windows\system32 (where DISM lives) to the non-existent path c:\windows\SysNative.

    Once I did this, I was able to install IE 11.

    the lines below highlight the error
    00:07.675: INFO: Launched package installation: C:\Windows\SysNative\dism.exe /online /add-package /packagepath:C:\Windows\TEMP\IE1F270.tmp\IE11-neutral.Downloaded.cab /quiet /norestart
    00:13.026: INFO: Process exit code 0x00000002 (2) [The system cannot find the file specified. ]
    Last edited by chrisbsc; 11th July 2014 at 01:45 PM.

  5. Thanks to chrisbsc from:

    Sheridan (11th July 2014)

  6. #5
    Sheridan's Avatar
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    Didn't help me unfortunately:

    01:02.744: INFO: Launched package installation: C:\Windows\SysNative\dism.exe /online /add-package /packagepath:C:\Windows\TEMP\IE14A55.tmp\IE11-neutral.Downloaded.cab /quiet /norestart
    01:23.274: INFO: Process exit code 0x00000002 (2) [The system cannot find the file specified. ]
    01:23.274: ERROR: Neutral package installation failed (exit code = 0x00000002 (2)).
    This one is a real pain!

    I now get these errors in the dism.log

    2014-07-11 14:03:34, Info DISM DISM Package Manager: PID=4224 Initiating Changes on Package with values: 4, 7 - CDISMPackage::Internal_ChangePackageState
    2014-07-11 14:03:48, Info DISM DISM Package Manager: PID=4224 Error in operation: (null) (CBS HRESULT=0x80070002) - CCbsConUIHandler::Error
    2014-07-11 14:03:48, Error DISM DISM Package Manager: PID=4224 Failed finalizing changes. - CDISMPackageManager::Internal_Finalize(hr:0x800700 02)
    2014-07-11 14:03:48, Error DISM DISM Package Manager: PID=4224 Failed processing package changes - CDISMPackageManager::ProcessChanges(hr:0x80070002)
    2014-07-11 14:03:48, Info DISM DISM Package Manager: PID=4224 Loaded servicing stack for online use only. - CDISMPackageManager::RefreshInstanceAndLock
    2014-07-11 14:03:48, Error DISM DISM Package Manager: PID=4224 Failed while processing command add-package. - CPackageManagerCLIHandler::ExecuteCmdLine(hr:0x800 70002)
    2014-07-11 14:03:48, Info DISM DISM Package Manager: PID=4224 Further logs for online package and feature related operations can be found at %WINDIR%\logs\CBS\cbs.log -
    This is running the dism command directly with the installer exe expanded into a local folder. Looks like a terminal failure with dism.
    Last edited by Sheridan; 11th July 2014 at 02:10 PM.

  7. #6

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    The following is taken from a forum that helped me when we had the issue.
    I am not sure if it will work as the mklink /D c:\Windows\SysNative c:\Windows\system32

    Run the IE11 installer and wait until it gets to the 'Install Internet Explorer 11' prompt. Do not close this window.
    Go into 'C:\Windows\temp' and look for the most recently created folder with 'IE' at the beginning of it's name. E.g. 'IE1CF18.tmp'.
    Go into that folder and verify that you can see the following two .cab files; 'IE11-neutral.Downloaded.cab' and 'IE11-neutral.Extracted.cab'. If you do, then carry onto the next step. If you don't, then go back a level and try one of the other similarly named folders.
    Use that folder name to create the path for the .cab files to be installed from. E.g.: C:\Windows\temp\IE1CF18.tmp
    Now, substituting my example path with the one you determined in the last step, run an elevated Command Prompt and enter the following commands in the order listed:

    dism.exe /online /add-package /packagepath:C:\Windows\temp\IE1CF18.tmp\IE11-neutral.Extracted.cab /quiet /norestart
    dism.exe /online /add-package /packagepath:C:\Windows\temp\IE1CF18.tmp\IE11-neutral.Downloaded.cab /quiet /norestart

    When done, return to the 'Install Internet Explorer 11' prompt and click 'Install'. With a bit of luck it should successfully install.

  8. #7
    Sheridan's Avatar
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    When I try that way I get "Error 2: The system could not find the file specified" in the command prompt window. I've triple checked the path and its correct, and even specified the full path to dism.exe as well.

    It does take a good few seconds for the error to appear, which is odd, as if the file path was wrong, the error should appear almost instantly?

    The dism.log shows a similar error as to before:

    2014-07-11 16:00:53, Error DISM DISM Package Manager: PID=6752 Failed finalizing changes. - CDISMPackageManager::Internal_Finalize(hr:0x800700 02)
    2014-07-11 16:00:53, Error DISM DISM Package Manager: PID=6752 Failed processing package changes - CDISMPackageManager::ProcessChanges(hr:0x80070002)
    2014-07-11 16:00:53, Info DISM DISM Package Manager: PID=6752 Loaded servicing stack for online use only. - CDISMPackageManager::RefreshInstanceAndLock
    2014-07-11 16:00:53, Error DISM DISM Package Manager: PID=6752 Failed while processing command add-package. - CPackageManagerCLIHandler::ExecuteCmdLine(hr:0x800 70002)
    Last edited by Sheridan; 11th July 2014 at 04:02 PM.

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    Try uninstalling ie9 and then install ie11 as i came across this why looking for an issue we have with ie 11 and printing.
    Troubleshooting a failed installation of Internet Explorer 11
    Uninstall Internet Explorer 9 before you install Internet Explorer 11
    During the installation process of Internet Explorer 11, you may receive the 9C59 error.

    To resolve this issue, you may uninstall Internet Explorer 9, restart your computer, and then install Internet Explorer 11.
    To uninstall Internet Explorer 9

    Click the Start button, type Programs and Features in the search box, and then click View installed updates in the left pane.
    Under Uninstall an update, scroll down to the Microsoft Windows section.
    Right-click Windows Internet Explorer 9, click Uninstall, and then, when prompted, click Yes.
    Click Restart now to finish the process of uninstalling Internet Explorer 9.

    After your computer restarts, try to install Internet Explorer 11.

  10. #9
    jamesfed's Avatar
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    Would sfc /scannow from an admin command line help at all here?

  11. #10
    Sheridan's Avatar
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    Quote Originally Posted by chrisbsc View Post
    Try uninstalling ie9 and then install ie11 as i came across this why looking for an issue we have with ie 11 and printing.
    Troubleshooting a failed installation of Internet Explorer 11
    Uninstall Internet Explorer 9 before you install Internet Explorer 11
    During the installation process of Internet Explorer 11, you may receive the 9C59 error.

    To resolve this issue, you may uninstall Internet Explorer 9, restart your computer, and then install Internet Explorer 11.
    To uninstall Internet Explorer 9

    Click the Start button, type Programs and Features in the search box, and then click View installed updates in the left pane.
    Under Uninstall an update, scroll down to the Microsoft Windows section.
    Right-click Windows Internet Explorer 9, click Uninstall, and then, when prompted, click Yes.
    Click Restart now to finish the process of uninstalling Internet Explorer 9.

    After your computer restarts, try to install Internet Explorer 11.
    I've tried that method but I just get an error saying it can't be uninstalled. If I use the manual uninstall for ie9 I get Access Denied for each part. I can't uninstall ie9 or install any later versions.

  12. #11


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    Quote Originally Posted by chrisbsc View Post
    This will build a symbolic link from c:\windows\system32 (where DISM lives) to the non-existent path c:\windows\SysNative.
    The 'SysNative' folder is a virtual directory that redirects to the C:\Windows\System32 folder. That's why 'SysNative' doesn't exist when you look for it in the Windows folder.

    Code:
    Note that 64-bit applications cannot use the Sysnative alias as it is a virtual directory not a real one. (Source)
    Last edited by Arthur; 14th July 2014 at 07:57 PM.

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    Quote Originally Posted by Sheridan View Post
    The only error is 'Neutral package installation failed' - whatever that means!
    Do you have all of the IE11 prerequisites installed? The links below are to the MSUs should you need them.


  14. Thanks to Arthur from:

    Sheridan (15th July 2014)

  15. #13


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    Changing the date might be worth a try too based on the following solution I came across on Superuser.com:

    I have had several systems that never updated to IE9 or 10 correctly and therefore would fail when updating to IE11 with the Neutral Package failure.

    I have resolved these failures by changing the date on the system to 1/1/2012 and then reinstalling IE9. Once it installs successfully, then installing IE11. In each case, I have resolved the issue. The problem is that the certificate on the Neutral Package in IE9 or 10 is out of date, so changing the clock back to a time before the cert expires allows the package to install properly. I am amazed that Microsoft Support does not even know this, I figured it out by mistake when I selected one of the files in the .CAB file and decided to look at the certificate and saw it was expired.
    Source: superuser.com/a/750584

    The offline installer for IE10 can be downloaded from the link below if you want to try that before IE11:

    IE10-Windows6.1-x64-en-us.exe

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    Sheridan's Avatar
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    Quote Originally Posted by Arthur View Post
    Do you have all of the IE11 prerequisites installed? The links below are to the MSUs should you need them.

    All of the prereqs are either installed or not applicable. I've tried making my own IE11 installer with IEAK!

    I might try the date change idea, although as its an MIS server I'll have to wait until the holidays!
    Last edited by Sheridan; 15th July 2014 at 03:30 PM.

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