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[PC] Installation - "Not possible to remove older version of PTCGO. Contact technical support" Error


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26 April 2018 - 10:35 AM

#1

Emelrich

    Rookie Trainer

  • Emelrich

A couple of years ago i was doing an overall junk cleanup for this notebook and at the time i tried every single possible way to uninstall it, i don't remember what i did but i made sure i deleted all folders related to PTCGO/Pokemon Company. Fast forward 6 months ago i try re-installing the game, i get the Property. User Profile error - can't install the game at all, i go as far as deleting every single registry related to PTCGO but it didn't solve the issue.

 

What's going on this time is i ran CCleaner to remove any "leftover" files from my computer, cleaned my browsing data/cache/cookies, deleted my installers and emptied the bin, rebooted my notebook, downloaded the installer from Microsft Edge this time. Now i'm getting this popup saying that the older version of the game is somehow still there, when i right click on the installer to 'Modify' or 'Uninstall' the game another popup shows up saying "Action only valid for products that are installed".

 

I have no clue how to fix this, i even went to the command prompt to check if there still was a "ghost" folder in appdata/roaming but i didn't find anything.

 

 


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26 April 2018 - 02:57 PM

#2

Mod_GuruLot

    Moderator

  • Mod_GuruLot

A couple of years ago i was doing an overall junk cleanup for this notebook and at the time i tried every single possible way to uninstall it, i don't remember what i did but i made sure i deleted all folders related to PTCGO/Pokemon Company. Fast forward 6 months ago i try re-installing the game, i get the Property. User Profile error - can't install the game at all, i go as far as deleting every single registry related to PTCGO but it didn't solve the issue.

 

What's going on this time is i ran CCleaner to remove any "leftover" files from my computer, cleaned my browsing data/cache/cookies, deleted my installers and emptied the bin, rebooted my notebook, downloaded the installer from Microsft Edge this time. Now i'm getting this popup saying that the older version of the game is somehow still there, when i right click on the installer to 'Modify' or 'Uninstall' the game another popup shows up saying "Action only valid for products that are installed".

 

I have no clue how to fix this, i even went to the command prompt to check if there still was a "ghost" folder in appdata/roaming but i didn't find anything.

Hey there Emelrich!
 
Thank you for posting your comment!
Did you try a full uninstall?
It is important to remove all files before reinstalling.
Check out his link here for Windows and here for Mac. 
 
Hope this helps!  :)

Best, 
Mod_Gurulot
Pokémon TCG Online Moderator

 

For more help please visit our Help Center to submit a request.

Prior to posting in the forum, please check out the forum rules.


26 April 2018 - 03:41 PM

#3

Emelrich

    Rookie Trainer

  • Emelrich

Hello GuruLot, thank you for responding

 

When i click the link for WIndows i get error 404 page doesn't exist(i'm on chrome)


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26 April 2018 - 07:00 PM

#4

Mod_RedDragon

    Moderator

  • Mod_RedDragon

Hey there!

 

Sorry about those links throwing an error. For the uninstall steps for Windows, please click on this link here. You can also click here for more information on the User_Profile error. Let me know if you are able to open these links!

 

If you continue to have an issue be sure to reach out to our support team. You can open a ticket by clicking the link in my signature, selecting the PTCGO option, then selecting "Contact Us".


Moderator RedDragon
Pokémon TCG Online Moderator

Need help from the support team? Visit the support portal and submit a ticket!