rogerfrombristol
Level 1 (0 points)

Q: iTunes update 12.3.1 - the installer encountered problems

iTunes tells me that an update is available so I download the package.

Installing starts but I then get an error report telling me that the Windows Installer has encountered problems and cannot complete the installation.

I am using Windows 10 (free upgrade from Windows 7) and I have checked that Windows Installer is up and running.

I have tried both Firefox and Edge browsers for the download but neither makes any difference.

Any help appreciated

iPad, iOS 9.1, Windows 10 on PC

Posted on Nov 3, 2015 6:35 AM

by FerSanF,Solvedanswer
FerSanF FerSanF
Level 1 (10 points)
A:

I've run in to same issue, at some point installer just quit and a message "There is a problem with windows installer" rolls back installation and never completes.

 

I tried several things, uninstalling old iTunes.

 

Probably, since you've upgraded your PC, still have old Apple components, in particular "Apple Software Update" v2.1 or the like. Uninstall this component from Windows's control panel, instead of using "Uninstall" button (default OS installer, same that the iTunes is using), use "Change", this will execute package's own installer, from that installer dialog, two options appear: 'repair' and 'remove', select remove.

 

Once this component is removed, just refresh Windows control panel window to make sure "Apple Software Update" doesn't show listed.

 

Now, proceed to install your latest iTunes installer program.

 

I hope this helps.

Posted on Nov 4, 2015 12:42 PM

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rogerfrombristol

Q: iTunes update 12.3.1 - the installer encountered problems

  • All replies
  • Helpful answers

  • by D.Cohen,

    D.Cohen D.Cohen Nov 3, 2015 6:42 AM in response to rogerfrombristol
    Level 6 (8,424 points)
    Desktops
    Nov 3, 2015 6:42 AM in response to rogerfrombristol

    Before installing iTunes, try disabling your antivirus.

     

    Apart from that, try the steps suggested here:

    Fix unexpected quits or launch issues in iTunes for Windows - Apple Support

    If you can't install or update iTunes for Windows - Apple Support


    Hope this helps!

  • by FerSanF,Solvedanswer

    FerSanF FerSanF Nov 4, 2015 12:42 PM in response to rogerfrombristol
    Level 1 (10 points)
    Nov 4, 2015 12:42 PM in response to rogerfrombristol

    I've run in to same issue, at some point installer just quit and a message "There is a problem with windows installer" rolls back installation and never completes.

     

    I tried several things, uninstalling old iTunes.

     

    Probably, since you've upgraded your PC, still have old Apple components, in particular "Apple Software Update" v2.1 or the like. Uninstall this component from Windows's control panel, instead of using "Uninstall" button (default OS installer, same that the iTunes is using), use "Change", this will execute package's own installer, from that installer dialog, two options appear: 'repair' and 'remove', select remove.

     

    Once this component is removed, just refresh Windows control panel window to make sure "Apple Software Update" doesn't show listed.

     

    Now, proceed to install your latest iTunes installer program.

     

    I hope this helps.

  • by rogerfrombristol,

    rogerfrombristol rogerfrombristol Nov 3, 2015 7:41 AM in response to FerSanF
    Level 1 (0 points)
    Nov 3, 2015 7:41 AM in response to FerSanF

    Thank you both for your responses

     

    The key for me was FerSanF's comment on how to remove Apple Software Update.

    On highlighting Apple Software Update and clicking on Change, I at first got the same error as before i.e. Windows Installer could not proceed.

    However, in the absence of any other clue I clicked on Repair, which it duly did.

    I then clicked on Change again and sure enough I was then able to remove Apple Software Update.

    From there, after removing all of the other iTunes components, I was able to install the latest iTunes successfully

  • by cecbec,

    cecbec cecbec Nov 4, 2015 11:43 AM in response to FerSanF
    Level 1 (0 points)
    Nov 4, 2015 11:43 AM in response to FerSanF

    Thank you! It worked, but I had to select "repair" before I could "change" and then delete the Apple Software Update.

     

    Thanks again

  • by Barbara Hulse,

    Barbara Hulse Barbara Hulse Nov 6, 2015 5:12 AM in response to FerSanF
    Level 1 (10 points)
    Nov 6, 2015 5:12 AM in response to FerSanF

    I hit the same error message as described by you and roger but after reading your post, all I did was a quick 'Repair' on the Apple Software Update program and then tried to install iTunes v12.3.1 again.

    This time it worked like a dream and all without the bother of uninstalling and reinstalling the whole suite of programs. Your tip was the key, so thank you!

  • by v1pcpg ,

    v1pcpg v1pcpg Nov 6, 2015 10:55 AM in response to Barbara Hulse
    Level 1 (0 points)
    Nov 6, 2015 10:55 AM in response to Barbara Hulse

    Same results here.  Happy I didn't have to run through that uninstall/reinstall mess.  Thanks.

  • by brian5269,

    brian5269 brian5269 Nov 7, 2015 12:03 AM in response to rogerfrombristol
    Level 1 (0 points)
    Nov 7, 2015 12:03 AM in response to rogerfrombristol

    hi.

    I tried to remove the Apple Software Update, however the same problem arises.

    ""There's a problem with the Windows Installer Package. A program is required for this install to complete could not be run. Contact your support personnel or package vendor.""

    any helps is appreciated

     

  • by rogerfrombristol,

    rogerfrombristol rogerfrombristol Nov 7, 2015 12:43 AM in response to brian5269
    Level 1 (0 points)
    Nov 7, 2015 12:43 AM in response to brian5269

    Did you follow the same steps as me (above)?

  • by v1pcpg ,

    v1pcpg v1pcpg Nov 7, 2015 4:48 AM in response to v1pcpg
    Level 1 (0 points)
    Nov 7, 2015 4:48 AM in response to v1pcpg

    No.  I had to do that a few years ago when I had a similar problem with an ITUNES update which was a time consuming P.I.A.  so I instead tried  Barbara  Hulse's solution which was just to do the repair on the Apple Software Update, don't delete anything and do the installation again.  I was frankly amazed that it worked. 

  • by Barbara Hulse,

    Barbara Hulse Barbara Hulse Nov 7, 2015 5:06 AM in response to v1pcpg
    Level 1 (10 points)
    Nov 7, 2015 5:06 AM in response to v1pcpg

    I was equally amazed! But the whole uninstallation/reinstallation business is such a pig I thought it was worth a try.

    Glad it worked for you too.

  • by Barbara Hulse,

    Barbara Hulse Barbara Hulse Nov 7, 2015 5:09 AM in response to brian5269
    Level 1 (10 points)
    Nov 7, 2015 5:09 AM in response to brian5269

    Have you tried highlighting Apple Software Update program, right-clicking, selecting Repair and then trying the ITunes installation again? It's worked for me and v1pcpg but if it doesn't work for you I'm not sure what to suggest apart from complete uninstallation of iTunes (there are about 6 programs you have to uninstall in a certain order.