I'm installing Customer Insights - Journeys on a sandbox environment (previously had outbound Marketing) and the install fails while importing **DynamicsMKT_CxpOrchestrationUI 1.2.2104.90** with:
> The uninstall operation will delete the base layer for the component 'WebResource' with id '5b1e0ec6-1024-41ed-9cc0-45d1f8ee53bf'. The operation cannot continue because there are other managed layers over the base layer.
I traced the component via the Web API: it's **msdynmkt_CdnUrl.txt**, and the layer stack is:
1. DynamicsMKT_CxpOrchestrationUI (base — what the installer wants to replace)
2. **msdyn_SalesSequences 1.1.65489.0** (managed, hidden solution — the blocker)
What I've tried, and where each attempt dead-ends:
- **Uninstall msdyn_SalesSequences** → blocked by a dependency: security role "Sales Sequence Stats Service User" is assigned to the system application user "# D365 SequenceStats".
- **Remove that role assignment** (UI and Web API) → rejected with 0x80072562 "This is a Microsoft managed component".
- **Delete the app user** → not possible, system user.
- **RemoveActiveCustomizations on the web resource** → no active layer to remove (the blocking layer is managed).
- **Update the Sales apps** → everything already up to date, no pending updates in PPAC.
So the covering layer belongs to Microsoft, the dependency belongs to Microsoft, and every lever is locked.
Has anyone found a way to get past this without a support ticket — e.g. forcing a rebase of the SalesSequences layer, or a supported way to remove the role assignment from a system application user? Or is a Microsoft ticket genuinely the only path here?
Thanks!
