How to perform a clean install of ServiceDesk 7.0 after an installation has failed

Article:HOWTO26042  |  Created: 2010-04-26  |  Updated: 2011-08-17  |  Article URL http://www.symantec.com/docs/HOWTO26042
Article Type
How To



This guide is intended for ServiceDesk 7.0 to do a clean reinstall of ServiceDesk 7.1 use this guide.
 
How to perform a clean install of ServiceDesk 7.1 after an installation has failed

Question

During or after a ServiceDesk installation, issues occur that results in a failed install. You want to know how to repair the environment in order to perform a new clean install.

Answer 

Important Notes - PLEASE READ AND PERFORM ALL INSTRUCTIONS CAREFULLY.

All instructions are required, unless otherwise specified. If any of these steps are skipped, such as not deleting the Ensemble database, then the install is no longer "clean", meaning the prior installation was not completely removed. If these instructions cannot be fully implemented, the installation may continue to fail until they are able to be completed.

  1. On the ServiceDesk server, if you have any customized projects, backup the WorkflowProjects folder, located at <ServiceDesk_installation_drive>:\Program Files (x86)\Altiris\Workflow Designer\WorkflowProjects, to a folder outside of the Altiris\Workflow Designer folder, such as to the Windows Desktop.
  2. In Windows Add or Remove Programs, uninstall the following:

    a. Altiris Process Manager.
    b. Altiris ServiceDesk.
    c. Altiris Workflow Solution.
    d. Anything starting with "PM".
    e. Anything starting with "SD".
    f. UpgraderPIWSetup 1.0.
     
  3. In Windows, delete the <ServiceDesk_installation_drive>:\Program Files (x86)\Altiris\Workflow Designer folder. If there are other drives present, check these too for any \Altiris\Workflow Designer folders. Delete any that are found.
  4. In Windows Services, ensure that LogicBase 2006 Server Extensions has been removed. If not, manually remove the service. This can be done in several ways such as removing the registry key for it under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services, or, from a command prompt by typing SC DELETE <service_name>.
  5. Delete the "__Symantec_Workflow_Setup" folder:

    a. Using Explorer, navigate to the C:\Documents and Settings\<logged_in_user>\Local Settings\Temp folder. Where "<logged_in_user>" should be the Installation User Account name, set up in KB HOWTO31346.
    b. If the __Symantec_Workflow_Setup folder exists, delete it.
     
  6. Reboot the ServiceDesk server.
  7. On the SQL Server, open SQL Server Management Studio and login as a SQL administrator.
  8. Before continuing, for Steps 9 through 11, these request that the Ensemble database be deleted. If this is a production database or otherwise the data needs to be kept, these steps may be able to be skipped. However, if the same issue occurs after the database is kept, it is strongly recommended to backup the Ensemble database, then delete it, as a test, to verify if the issue is caused by database corruption. If so, there may not be very much that can be done other than installing a new database.
  9. Delete the Ensemble database by going to <server_name> > Databases > Ensemble, right clicking on Ensemble, and choosing Delete.
  10. From the Delete Object window, click on Close existing connections to enable that, and then click on the OK button. Note: Alternatively, you can backup the Ensemble database before removing it, or skip these steps. For a failed install, especially on a test or new production server, however, it is recommended to completely delete the Ensemble database to ensure that the next install succeeds.
  11. Search the SQL Server using the Start > Search function for "Ensemble*.*". If any matches are found, evaluate these to determine if they were part of the Ensemble database. There may be left over .mdf files or logs; if so, delete these.
  12. Follow all prerequisites and installation directions from the following installation guide:

    How to Install and run ServiceDesk 7.0 MR2 with a domain account instead of a local system account
    http://www.symantec.com/business/support/index?page=content&id=HOWTO31346
     
  13. If the Ensemble database was deleted during steps 9 through 11, choose New for the install type. Otherwise choose Upgrade if the database was not deleted.

 


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