While Installing Receiver, Users May Encounter an Error: "Setup Cannot Continue Because This Version of Receiver is Incompatible With a Previously-installed Version"

While Installing Receiver, Users May Encounter an Error: "Setup Cannot Continue Because This Version of Receiver is Incompatible With a Previously-installed Version"

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Article ID: CTX136410

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Updated On:

Description

Under certain conditions the installation of a new version of Citrix Receiver may fail and the following error may be displayed by the Instaler:

“Setup cannot continue because this version of Receiver is incompatible with a previously-installed version”  

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Environment

Caution! Using Registry Editor incorrectly can cause serious problems that might require you to reinstall your operating system. Citrix cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk. Be sure to back up the registry before you edit it.

Resolution

Install the latest supported version of Citrix Receiver. 

All versions of Receiver for Windows after version 4.4 can upgrade from any older version of Receiver without the need of using the clean up utility.

Receiver cleanup utility is not required and not recommended while upgrading to the Receiver for Windows 4.4, or later.

 

Problem Cause

The examination of the Trolley Express (Receiver Installation log file) indicates that the installation failed due to an existing package.

11:03:55: Information - CApp::CheckIfAClientPackageIsInstalled(1001) - Checking if a 13.1 or later package is installed.
11:03:55: Information - CApp::ReadInstalledPackageVersion(1081) - An existing 13.4.0.25 package was found.
11:03:55: Information - CApp::SetExitCode(45) - Exit code is 1603 (called with 1603)
11:03:55: Error - CApp::CheckIfAClientPackageIsInstalled(1057) - An existing 13.4.0.25 package was found. Install cannot continue.

The previous version of the Citrix Receiver client was removed but some corrupted registry entries that are still present are causing the installation issue. Filtering on trolleyexpress.exe through process monitor( ProcMon) reveals the remaining registry entries that are blocking the installation process.

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Issue/Introduction

This article contains information to troubleshoot Citrix Receiver installation failure.

Additional Information

For advanced troubleshooting refer CTX141751 - Citrix Receiver Diagnostics Tool - For Windows

 

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