# CapaWinUpgrade Installation Screen Error

> Fix the job error saying the installation screen application is not installed while other components still are.

Source: https://docs.capaone.com/capainstaller/troubleshooting/capawinupgrade-installation-screen-error/  
Product: CapaInstaller — a separate CapaSystems product; do not apply this page to any other.

## Problem

`[JOBERROR] : The installation screen application is not installed, but other components are still installed. Please repair or remove the installation screen`

This is reported by the `CapaFactory_InstallationScreen_CheckStatus` job, typically with a log similar to this:

**Text**

```text
Checking installation screen process
The installation screen process is not running
Checking installation screen folder
The installation screen folder exists
Checking installation screen executable
The installation screen executable exists
Checking installation screen version
The installation screen version is supported
Checking installation screen service
The installation screen service does not exist
Checking installation screen application
The installation screen application is not installed
[JOBERROR] : The installation screen application is not installed, but other components are still installed. Please repair or remove the installation screen
```

A common cause is that an old **version 1** of the Installation Screen is still present on the machine (leftover folder/service) even though the application itself isn't installed. Try Solution-2 first in that case, since it's quicker than importing a cleanup package.

## Solution-1: Use a Clean Installation Screen Package

### Steps to Resolve the Issue

**Use of Clean Installation Screen Package:** You need to use a cleanup package specifically designed for this error. Follow the instructions to import the **Installation Screen CleanUp v1.0 package** into CapaInstaller.

1. **Set WinUpgrade to Failed Status:** Since the installation is incomplete, set the WinUpgrade package status as "failed" and restart the computer to refresh the system state.

   ![image-20241011-084127.png](/attachments/capainstaller-kb/2b4a7ead-d693-4705-b48b-2b4696a35206.png)
2. **Importing and Running the Cleanup Package:**

   - Open **CapaInstaller Console**.
   - **Import** the **Installation Screen CleanUp v1.0.zip** package into the console.  
     [Installation Screen CleanUp_v1.0.zip](/attachments/capainstaller-kb/3a44cb53-d3f7-4e83-9cb7-056a17e64129.zip)
   - Once imported, **link** the cleanup package to the client machine that experienced the failed WinUpgrade.
   - After linking, **restart the agent** on the client and wait for the package to be installed. This should help resolve any issues with the installation screen application.
3. **Re-running the WinUpgrade Package:** Once the cleanup package runs successfully, proceed with re-running the WinUpgrade package on the client machine. The previous error should no longer occur.

:::note[Important]
**Troubleshooting**

If the Installation Screen CleanUp package log file contains the error

**Text**

```text
MSI_CheckEngineState: In transaction mode - Retrying #1
```

restart the client and try running the cleanup package again. This error usually indicates that some MSI installations are still in progress or locked, and a restart should clear any pending transactions.
:::

## Solution-2: Manually Remove a Leftover Installation Screen v1

If an older **version 1** Installation Screen is still on the machine, its leftover files, service, or registry entry can trigger this error even though the check reports the application as "not installed." Remove it manually on the client:

1. **Check installed programs.** Open **Add/Remove Programs** (Programs and Features) and confirm there is no Installation Screen or CapaFactory entry still listed. Uninstall it if there is.
2. **Check for a leftover service.** Open **services.msc** and look for a service with "Capa" and "InstallScreen" in the name. If it exists, remove it from an elevated **cmd** prompt:

   ```text
   sc delete "<name of service>"
   ```
3. **Delete the leftover install folder.** This is the most common cause. Browse to `C:\Windows` and check for a folder named **`ciinst`**. If it exists, delete it.

After completing these steps, re-run the WinUpgrade package on the client.

:::note[Still not resolved?]
If the error persists after following these steps, contact CapaSystems support for further investigation.
:::

## Related

- [Remove Old Install Screen](/capainstaller/capawinupgrade/remove-old-install-screen/) — the CapaSystems package that removes installation screen v1.x components
- [CapaWinUpgrade 5.0 - Release Notes](/capainstaller/capawinupgrade/capawinupgrade-release-notes/capawinupgrade-5-0-release-notes/) — the release that redesigned installation screen handling and retired v1.x
- [Windows Feature Upgrade Guidelines](/capainstaller/capawinupgrade/windows-feature-upgrade-guidelines/) — what to check when a feature upgrade fails
- [CapaWinUpgrade](/capainstaller/capawinupgrade/) — the full CapaWinUpgrade documentation