EUEM Agent fails to launch after installation because of old \ corrupted installation
Description
Solution
Installation didn't successfully complete:
- in the 7.1.x Agents using wix installer, the logs will show:"RemoveExistingProducts. Return value 3." e.g.: "Action ended 11:11:51: RemoveExistingProducts. Return value 3."
- for newly versions:
MSI (s) (F0:04) [12:06:59:315]: Product: Aternity Agent -- Error 1714. The older version of Aternity Agent cannot be removed.
Contact your technical support group. System Error 1612.
Error 1714. The older version of Aternity Agent cannot be removed. Contact your technical support group. System Error 1612.
This can happen due to leftovers of several installations that didn't complete removed properly.
Completely uninstall all agents using the following instruction:
1. If an agent is currently running - stop A180WD service
2. Delete the a180ag service by running the command line: sc delete a180ag
3. Delete the a180wd service by running the command line: sc delete a180wd
4. Install the cleanup application (attached MSICUU2.exe). This tool lists every installed product on the machine, even if it doesn't appear in Add/Remove Programs.
5. Launch the “Windows Install Clean Up” shortcut under the start menu, as an administrator.
* If you can't find the shortcut, try to launching it directly: “C:\Program Files (x86)\Windows Installer Clean Up\msicuu.exe”
* Note: another cleanup application can be found at: http://support.microsoft.com/mats/Program_Install_and_Uninstall
6. Search for "Aternity Agent ...." or "SteelCentral Aternity Agent" entries. Write down the versions of agents that you found using the tool.
7. Run the uninstallers (Aternity's uninstall batch) of the relevant versions you found (It's possible that you will see more than one version and one version more than once)
*You can search the registry "HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall” for “Aternity”, find the relevant GUID that contains “Aternity” in “DisplayName”, copy the “UninstallString” and run it through the command shell.
8. Re-open the tool to verify that no Aternity Agent is present
(if it's still there, Select each of the installed Agent and click on "Remove" via the “Windows Install Clean Up” tool).
9. Open Registry Editor and delete Aternity's hive under “HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node” if exists.
10. Delete the following folders: “C:\Program Files (x86)\Aternity”, “%ALLUSERSPROFILE%\Application Data\Aternity” if exists.
11. Reboot the machine
12. Try installing the agent again (Delete old installation log, if exists, so we won't have several installation logs in one file)
Launch the installation as an administrator.
Verify .Net is installed.
If you need further assistance, please provide the following information:
1. Which agent installations were removed using Install Cleanup.
2. Is the issue reproducible on additional machines?
3. The latest installation log
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