Hello,
This is the first stop on figuring this issue out. Helpdesk reports some user's 8x8-Work will not open after update. The non-working example has Event Viewer application logs that state that the installation was successful pending a reboot. However, reboot does not finalize installation. Attempts to repair or change installation point to an empty IMECache. Main difference I see in IME logs between working and non-working is the reboot. Following is a sample of logs. Can attach if needed.
Working device immediately after installation:
MSI (s) (EC:7C) [22:44:29:531]: Deferring clean up of packages/files, if any exist
MSI (s) (EC:7C) [22:44:29:532]: MainEngineThread is returning 0
MSI (s) (EC:54) [22:44:29:532]: No System Restore sequence number for this installation.
Non-working after installation:
MSI (s) (7C:8C) [08:26:19:166]: Value of RebootAction property is
MSI (s) (7C:8C) [08:26:19:166]: Windows Installer requires a system restart. Product Name: 8x8 Work. Product Version: 8.21.3.1. Product Language: 1033. Manufacturer: 8x8 Inc.. Type of System Restart: 2. Reason for Restart: 0.
MSI (s) (7C:8C) [08:26:19:167]: Product: 8x8 Work. Restart required. The installation or update for the product required a restart for all changes to take effect. The restart was deferred to a later time.
MSI (s) (7C:8C) [08:26:19:203]: Deferring clean up of packages/files, if any exist
MSI (s) (7C:78) [08:26:19:213]: RESTART MANAGER: Session closed.
MSI (s) (7C:78) [08:26:19:218]: RESTART MANAGER: Session closed.
MSI (s) (7C:78) [08:26:19:218]: No System Restore sequence number for this installation.
Thank you for any assistance.
Hello, there!
Have you tried to enable Manage Conflicting Processes for that product? I'm wondering if the update is prompting for a reboot due to services being locked when the processes are running. The MCP options will help close any running processes so that update can install, hopefully without prompting for a reboot. More information on the MCP options can be referenced in the KB below:
https://patchmypc.com/manage-conflicting-processes-when-updating-third-party-applications
When troubleshooting Intune application installation errors on a client, we will need multiple client logs. Please include the following logs:
%ProgramData%\PatchMyPCIntuneLogs\PatchMyPC-ScriptRunner.log
This may be found in the %ProgramData%\PatchMyPC\ if the Install was initiated by the user from Company Portal.
%ProgramData%\PatchMyPCIntuneLogs\PatchMyPC-SoftwareDetectionScript.log
%ProgramData%\PatchMyPCIntuneLogs\PatchMyPC-SoftwareUpdateDetectionScript.log
%ProgramData%\Microsoft\IntuneManagementExtension\Logs\AgentExecutor*.log
%ProgramData%\Microsoft\IntuneManagementExtension\Logs\IntuneManagementExtension*.log
%ProgramData%\Microsoft\IntuneManagementExtension\Logs\AppWorkload*.log
%ProgramData%\PatchMyPC\PatchMyPC-UserNotification.log
%ProgramData%\PatchMyPC\UISettings\UINotificationSettings.xml
%ProgramData%\PatchMyPCInstallLogs
If there are any rolled over logs, please include those, too.
Note: Some Patch My PC log files listed above may be found in %WinDir%\CCM folder if that folder exists.
Can you also run the following script on the same client machine which will export the full list of installed apps so we can verify if there are any conflicts:
https://github.com/PatchMyPCTeam/CustomerTroubleshooting/blob/Release/PowerShell/Export-PMPCInstalledSoftware.ps1
The log files can be uploaded to our sharepoint using the link below:
www.patchmypc.com/share
Took a little time but files are uploaded.
Did not see these:
%ProgramData%\PatchMyPC\PatchMyPC-UserNotification.log
%ProgramData%\PatchMyPC\UISettings\UINotificationSettings.xml
Thanks for uploading those files! We can see that the previous version tried to install and triggered a 3010. There has since been a newer version published (8x8 Work 8.21.3.1 (MSI-x64)) can you please try to enable the Manage Conflicting Process options on that package and test the deployment to see if that helps here?
Quote from: Spencer (Patch My PC) on April 17, 2025, 03:03:58 PMThanks for uploading those files! We can see that the previous version tried to install and triggered a 3010. There has since been a newer version published (8x8 Work 8.21.3.1 (MSI-x64)) can you please try to enable the Manage Conflicting Process options on that package and test the deployment to see if that helps here?
Yes, I will give this a try. This happened for the same user on both the 8.21.2.1 and 8.21.3.1. I will attempt to give myself a newer version and test, but most likely will have to wait for the next push as I don't use this application the way these affected users do.
For the "skip installation when conflicting processes are in use," could you tell me how that's marked? Set to run when closed or on next reboot or login?
Thanks for the help.
Hi
@zapulver, an app installation that was skipped will be retried during the next Intune Management Extension re-evaluation cycle, which is typically after 24 hours. The same is true if an end user defers (postpones) the installation.
However, if this does not prompt the user again, then please let us know as you may be affected by a bug related to the UINotificationSettings.xml file being locked. Deleting that file should resolve the issue and allow the notification to prompt once more.
That file can be found in the below location:
%ProgramData%\PatchMyPC\UISettings\UINotificationSettings.xml