When attempting to upgrade Xtraction, receive error regarding the pre-requisites step

Products

• CA Service Desk Manager
• CA Service Desk Manager - Xtraction

Issue/Introduction

When attempting to upgrade Xtraction, receive an error regarding the pre-requisites step

Environment

Xtraction
All Supported Operating Systems

Resolution

This is is a known issue where Xtraction installation files are not seen by the installer if they are not in the default location on the C:\ drive.

Edit the C:\ProgramData\Ivanti\Xtraction\Install\xx.x\Data\Main\bin\Resources\ProductProperties.xml file (please note the exact path of this file may be slightly different depending on the version) and see if the below exists in the XML file and delete the following <Prereq> requirement section:

<Prereq>
  <Name>pr_ProductVersionIsUpgradeable</Name>
  <Message>pr_ProductVersionIsUpgradeableDesc</Message>
  <Condition>ProductVersionIsUpgradeable</Condition>
  <ConditionScript>Upgrade</ConditionScript>
</Prereq>

Save changes to the file and run the Xtraction installer once again.