How to clean up a failed install using manual methods.

Article:TECH65371  |  Created: 2009-01-28  |  Updated: 2013-10-22  |  Article URL
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Technical Solution



How to clean up a failed install using manual methods.


Periodically, in-place upgrades or installs of a new version of Backup Exec System Recovery following the uninstall of a prior version via Add/Remove Programs don't go well and leave the system in a state where new installs cannot continue and uninstalls fail as well. Many factors may play into this scenario.
Symantec provides batch file removal tools for cleaning up a failed install. However, each tool is version-specific. In cases where the install history is unclear or has been problematic, it is sometimes necessary to perform run a few manual steps to clear the system to the point where an install will run again.
These steps include the following:
  • Run the appropriate batch file uninstall tool for the last version installed.
  • Run the appropriate batch file uninstall tools for any known prior versions that have been installed at some time in the past.
  • Through Windows Explorer, locate and remove remnants in the file system. These paths may be left behind in a failed install and will need to be removed:
  • - \Program Files\Symantec\Backup Exec System Recovery
  • - \Documents and Settings\All Users\Application Data\Symantec\Backup Exec System Recovery
  • -  in this path, a hidden folder named HPC
  • Through REGEDIT, do a manual search for the string "Backup Exec System Recovery" and remove any keys that are found during the search.
  • Reboot the computer before trying the install again
Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.

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