Troubleshooting Arcserve UDP Agent (Windows) › Troubleshooting Installation Issues › Unable to install/uninstall Arcserve UDP Agent (Windows) if a previous attempt was interrupted

Unable to install/uninstall Arcserve UDP Agent (Windows) if a previous attempt was interrupted

If during an attempt to install or uninstall Arcserve UDP Agent (Windows), the install/uninstall process was interrupted, you may not be able to successfully continue and complete the process.

For example, any of the following conditions could cause a partial install/uninstall state:

• Your computer is shut down in middle of install/uninstall process.
• You encounter a power outage during install/uninstall and there is no Uninterruptible Power Supply (UPS).

To resolve this problem, perform the following steps:

1. Enter "regedit" in the Run dialog and click OK to open Registry Editor.
2. Locate and delete the following entry:

   "HKEY_LOCAL_MACHINE\SOFTWARE\Arcserve\Unified Data Protection\Engine"

3. Use the search option in the Registry Editor to locate and delete all occurrences of the following string:
   • [Arcserve UDP Agent (Windows) for x86]: {CAAD8AEA-A455-4A9F-9B48-C3838976646A}
   • [Arcserve UDP Agent (Windows) for x64]: {CAAD1E08-FC33-462F-B5F8-DE9B765F2C1E}
4. Use the search option in the Registry Editor to locate and delete all occurrences of the string “Arcserve UDP Agent ”under the following key:

   HKEY_CLASSES_ROOT\Installer\Products

   HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products

   HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products

   HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall

5. From the command line, delete the service by entering the following commands:

   sc delete ShProvd

   sc delete CASAD2DWebSvc

6. Run the command line to remove additional setup files.
   • x86 operating system:

     "%ProgramFiles%\Arcserve\SharedComponents\Arcserve Unified Data Protection\Setup\uninstall.exe" /q
     

   • x64 operating system:

     "%ProgramFiles(x86)%\Arcserve\SharedComponents\Arcserve Unified Data Protection\Setup\uninstall.exe" /q
     

If the problem persists, use Live Chat to contact Arcserve support. Live Chat lets you optimize intelligent conversation between you and the Technical Support team, allowing you to address your concerns and questions immediately, while still maintaining access to the product.