Backup Exec System Recovery Management Solution (BESR-MS) plugin fails to uninstall after applying a service pack on the BESR-MS server

Article:TECH185103  |  Created: 2012-03-28  |  Updated: 2012-05-10  |  Article URL http://www.symantec.com/docs/TECH185103
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Article Type
Technical Solution


Issue



After updating the Backup Exec System Recovery Management Solution (BESR-MS) server from version 9.0x to a newer service pack, the ability to policy uninstall the BESR-MS plug-in fails on the manage clients with error listed below. Local uninstall on the manage clients works without issue. 


Error



From the, 'BESRAgentUninstall.log,' file on the client system:

APPCOMPAT: looking for appcompat database entry with ProductCode '{CC5A3501-420E-46DC-A2FD-03F66466A2F4}'.   APPCOMPAT: no matching ProductCode found in database.

Cause



The Symantec_BESR_NS_Agent_9_0.msi (i.e. The BESR-MS Plugin package) gets updated and obtains a new product GUID value. After the upgrade, the uninstall attempts use the new GUID value than the older one to uninstall the previous BESR-Plugin resulting in the fail uninstall attempt.


Solution



Workaround:

Change the BESR-MS plugin uninstall package to use the older product GUID, once all the remote managed clients older plugin has been removed change the uninstall package back using the current service pack command line:

  1.  On a remote managed client, identify the older plugin GUID value by doing the following:
    1. Run regedit.exe and navigate to the following key: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall
    2. One at a time click on the GUID value within the tree on the left and look within the, 'DisplayName,' attribute on the right for the value, 'Backup Exec System Recovery 2010 Management Solution Plug-in.'
    3. Within the same window, make a note of the, 'UninstallString,' attribute GUID value.
  2. On the BESR-MS server, disable any BESR-MS Plugin Install or Uninstall Policies; for more information please refer to the BESR-MS administrators guide located here: www.symantec.com/docs/TECH76086
  3. On the BESR-MS make a copy of the current command line for the BESR-MS plugin, then change it to run the MSIEXEC on the remote client systems using the GUID attain from step 1.3
    1. Within BESR-MS, click on the, 'Packages and Policies,' tab.
    2. On the left section of the window that appears, expand, 'Update Packages.'
    3. Select the section, 'Agent Plugin: Plugin-in for Backup Exec System Recovery Package.'
    4. On the right section of the window that appear, click the, 'Programs,' tab.
    5. From the drop down menu at the top of the Programs tab, change to, 'Uninstall Backup Exec System Recovery Plug-in.'
    6. Copy the, 'Command line:,' value that is currently listed to a text file.
    7. Change the command line value to the following syntax where <GUID> is the GUID value obtained from step 1.3; do not include the < or > characters:
      1. MSIEXEC /qn /x{<GUID>} /l*v %TEMP%\BESRAgentUninstall2.log
    8. Scroll down to the bottom of the right section and click the, 'Save changes,' button.
    9. On the left side scroll up and expand the, "Uninstall Policies."
    10. Select the section, 'Agent Plugin: Plugin-in for Backup Exec System Recovery Package Uninstall'
    11. On the right hand side be sure the following is true:
      1. 'Program name:' has a value of, 'Uninstall Backup Exec System Recovery Plugin.'
      2. 'Applied to' contains the agents with the older BESR-MS plugin.
      3. 'Schedule,' has a schedule, this value can not be blank; to learn more about setting a schedule please refer to the BESR-MS administrators guide located here: www.symantec.com/docs/TECH76086
      4. Enable the policy by changing the red, 'Off,' stoplight to green, 'On.'
      5. Scroll down to the bottom of the right section and click the, 'Save changes,' button.
  4. Either allow all the older clients to check in set by their schedule, run an Altiris task to have the clients, 'Check-in,' or manually visit a client and run the Update option.

Symantec Corporation has acknowledged that the above-mentioned issue is present in the current version(s) of the product(s) mentioned at the end of this article. Symantec Corporation is committed to product quality and satisfied customers.
 
This issue is currently under investigation by Symantec Corporation. Pending the outcome of the investigation, this issue may be resolved by way of a patch or hotfix in current or future revisions of the software. However, this particular issue is not currently scheduled for any release.  If you feel this issue has a direct business impact for you and your continued use of the product, please contact your Symantec Sales representative or the Symantec Sales group to discuss these concerns.  For information on how to contact Symantec Sales, please see  http://www.symantec.com Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.
 

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
Value2734241
Description

BESR-MS: BESR-MS Plug-in fails to uninstall after upgrade.



Article URL http://www.symantec.com/docs/TECH185103


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