Backup Exec Remote Agent installation fails with " Failed with "FATAL ERROR: Error 1714. The older version of Symantec Backup Exec Remote Agent for Windows System cannot be removed."

Article:TECH162635  |  Created: 2011-06-17  |  Updated: 2012-10-11  |  Article URL http://www.symantec.com/docs/TECH162635
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Article Type
Technical Solution


Issue



A Push Install or a Local Install of the Backup Exec Remote Agent will fail with the error "FATAL ERROR: Error 1714.The older version of Symantec Backup Exec Remote Agent for Windows Systems cannot be removed. Contact your technical support group."

 


Error



The BKUPINST.HTML will show the following:

06-17-2011,15:00:47 : Action start 15:00:47: RemoveExistingProducts.
06-17-2011,15:00:47 : Application: {B65C7DC6-0E86-449C-B619-57C36DF87C43}, Command line: UPGRADINGPRODUCTCODE={56F39DA5-6287-4FD4-BCA4-870F8ABBFBCE} CLIENTUILEVEL=3 REMOVE=ALL
06-17-2011,15:00:48 : FATAL ERROR: Error 1714.The older version of Symantec Backup Exec Remote Agent for Windows Systems cannot be removed. Contact your technical support group.
06-17-2011,15:01:40 : Action ended 15:01:40: RemoveExistingProducts. Return value 3.
06-17-2011,15:01:40 : Action ended 15:01:40: INSTALL. Return value 3.


Cause



If the previous version of the Backup Exec Remote Agent did not uninstall completely, files and/or registry key entries from the previous version might still be present on the server, causing the re-installation or upgrade of the Backup Exec Remote Agent to fail.


Solution



Manually uninstall the Backup Exec Remote Agent for Windows Servers (RAWS) 
http://www.symantec.com/docs/TECH8798


NOTE: Customers experiencing this issue are encouraged to contact Symantec Technical Support as data is still being collected to assist in resolving this issue.


Supplemental Materials

SourceETrack
Value2413612
Description
CORE:INSTALL: A Push Install or a Local Install of the Backup Exec Remote Agent will fail with the error "FATAL ERROR: Error 1714.The older version of Symantec Backup Exec Remote Agent for Windows Systems cannot be removed. Contact your technical support group."


Article URL http://www.symantec.com/docs/TECH162635


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