Failed to uninstall remote agent - Error initializing shared data BEWS 2010

[AriK]

I'm unable to uninstall Remote Agent for WIndows from a Exchange server where I tested the backups. Installation log for the operation follows. Any help appreciated.

Symantec Backup Exec Remote Agent (TM) 13 Installation Log

12-05-2009,12:35:35 : Explorer exists. Launching UI.
12-05-2009,12:35:37 : Executing managed _Setup:
12-05-2009,12:35:37 : Z:\install\_Setup.exe
12-05-2009,12:35:38 : Loading XML from:
12-05-2009,12:35:38 : Z:\install\IFProducts.xml
12-05-2009,12:35:38 : ArgsDataParser::InitDictionary
12-05-2009,12:35:38 : AgentSeqDlgs::RawsDlgSequence
12-05-2009,12:35:38 : Set RAWS Media path: Z:\install\media\
12-05-2009,12:35:38 : RawsDlgSequence::CheckInstMode
12-05-2009,12:35:38 : BEOperations::BE_GetInstalledProdCodeVersion
12-05-2009,12:35:38 : Found Current RAWS AMD64 Product.
12-05-2009,12:35:38 : Equal PIDs.
12-05-2009,12:35:38 : Installing Version 13.0.2848; (Major=13, Minor=0, Build=2848) = Target Version 13.0.2848; (Major=13, Minor=0, Build=2848)
12-05-2009,12:35:38 : Equal PIDs, Maintenance Mode.
12-05-2009,12:35:39 : Running in Maintenance mode
12-05-2009,12:35:39 : Trying to redirect to cached _setup.exe
12-05-2009,12:35:39 : Error initializing shared data
12-05-2009,12:35:39 : Loading XML from:
12-05-2009,12:35:39 : C:\WINDOWS\Installer\{B36C9B20-66E5-44EE-B4AF-62833F4F6984}\IFProducts.xml
12-05-2009,12:35:39 : ArgsDataParser::InitDictionary
12-05-2009,12:35:39 : AgentSeqDlgs::RawsDlgSequence
12-05-2009,12:35:39 : Set RAWS Media path: C:\WINDOWS\Installer\{B36C9B20-66E5-44EE-B4AF-62833F4F6984}\media\
12-05-2009,12:35:39 : RawsDlgSequence::CheckInstMode
12-05-2009,12:35:39 : BEOperations::BE_GetInstalledProdCodeVersion
12-05-2009,12:35:39 : Found Current RAWS AMD64 Product.
12-05-2009,12:35:39 : Equal PIDs.
12-05-2009,12:35:39 : Installing Version 13.0.2848; (Major=13, Minor=0, Build=2848) = Target Version 13.0.2848; (Major=13, Minor=0, Build=2848)
12-05-2009,12:35:39 : Equal PIDs, Maintenance Mode.
12-05-2009,12:35:39 : Running in Maintenance mode
12-05-2009,12:35:39 : Continuing install using Non-Cached media
12-05-2009,12:35:39 : BEOperations::BE_GetInstalledProdCodeVersion
12-05-2009,12:35:39 : Found Current RAWS AMD64 Product.
12-05-2009,12:35:39 : Launching UI Install
12-05-2009,12:35:39 : Running in Maintenance mode
12-05-2009,12:35:39 : AgentSeqDlgs::ADlgWelcome
12-05-2009,12:35:39 : AgentSeqDlgs::ADlgMaintenanceType
12-05-2009,12:35:39 : AgentSeqDlgs::DlgChooseCustom
12-05-2009,12:35:39 : AgentSeqDlgs::ADlgPublishRemoteSrv
12-05-2009,12:35:39 : AgentSeqDlgs::AdlgInstallComplete
12-05-2009,12:35:39 : ERROR: Installation failed with error 1603. GetLastError = :0

[Ben_L_]

it looks like you're trying to run the install again from setup.exe, is that correct?

If you still have the agent installed, can you uninstall it from add/remove programs and then start the install again from setup.exe?

[AriK]

I have tried removing with control panel add/remove programs, with RAWS54 directory setup and with the original setup.exe. Nothing works always the same problem. Now I don't dare to install remote agent to any other machines, if I can't remove them later :-(. Are the any instructions to manually remove all the registry entries and services?

[Ben_L_]

Interesting, can you run vxgather on that machine and upload it to our ftp so I can review the information?

http://seer.entsupport.symantec.com/docs/317331.htm - vxgather instructions

Enter 222-222-222 for the case number and make sure to select Backup Exec Logs and Backup Exec Install Logs.  Let me know when the files are the FTP so I can pull them down.

[AriK]

I have run vxgather and uploaded the files.Please, let me know if you find anything.

Regards,
Ari

[Ben_L_]

Can you try logging on as the local admin of the machine (not a domain account) and running the uninstall from add/remove programs again?

The vxgather did not have any of the install logs as I had requested, so I may need you to run it again.  But from what I can see in these logs, if you were trying to do the uninstall with the account you were logged on as for the vxgather it does not have enough rights to perform the uninstall.

[AriK]

vxgathered new info and also instal logs. The uninstal entry was removed from add/remove, but the actual uninstall rolled back and no services were removed.

[Ben_L_]

Can you give me a screenshot of Add/Remove that shows the remote agent no longer listed?

[AriK]

Could I copy or send it to somewhere?

[Ben_L_]

I just sent you an email regarding the screenshot.

[Ben_L_]

Ari,

Got your email.  I'll be reviewing all the data today.

Thanks again.