you can raise ticket using support website down is the new updated contact
Support Portal Quick Start Guide
for the issue , if you try to run the update first to 2016.2 first , then run it to the required .
also you have another silution is uninstall but you have to take backup from (( DataBase and Data Modei files and Dashboards))
I apologize for the upgrade issues. The new installers in the last couple of releases have issues.
There are issues with incorrect "existing product version" errors and possible install directory problems.
I would suggest opening the support ticket and getting assistance. In the support ticket, please include the path where Xtraction is currently installed. If the support person is not already familiar with the exact problems, please ask them to contact me.
If you still have problems creating a support ticket after following John's advice, please let me know.
Thank you very much for your prompt response. Case 01003194 is already logged into Ivanti portal and Colin Prim is looking into this issue. I have updated the case with your response and also provided the suggested details.
Thank you John. I have raised case 01003194. Will wait for a reply from Colin and action accordingly.