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

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Problem

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

Source	ETrack
Value	2413612
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."