Shavlik Protect Install/Uninstall Issues

If you see any of the following errors and/or symptoms during installation or upgrade of Shavlik Protect you may need to use the following steps to perform a manual uninstall of the application:

Errors /Symptoms

Error 1603: A fatal error occurred during installation

Error 1605: This action is only valid for products that are currently installed.

Error: Shavlik Protect Advanced. Sorry, an unexpected error has occurred and Shavlik Protect Advanced must close to recover. Depending on the configuration of your operating system, a second dialog may be displayed that gives you the option to report this error and check online for a solution. We really want to fix this problem (to help you and other customers) and hope you will select the "Check online" or "Send Error Report" option. Thanks!

Impacted Products

Shavlik NetChk Protect 7.x
VMware vCenter Protect 8.x

Shavlik Protect 9.x

Cause

The Shavlik Protect application may not have been removed in full due to a possible corruption of the Windows Installer, Installer folder or the automated uninstall process.

Resolution

Microsoft provides assistance with the manual uninstall process by providing a Fix it tool.  The download link for the the tool can be found at the following url: http://support.microsoft.com/mats/Program_Install_and_Uninstall

(Impact/Risks:  The Fixit utility is provided by Microsoft. Make sure you read any known issues or guidelines for this tool on Microsoft's site prior to use.)

Here are instructions on how to use the Fix it tool

1. Use the link above to navigate to the Fix it main page.
2. Click on the ‘Run Now’ button and save the file to the desired location on the problem machine.
3. Run the MicrosoftFixit.ProgramInstallUninstall.RNP.5230312412494560.2.1.Run.exe from the download location and select ‘Accept’ on the first page.
4. Select ‘Detect problems and let me select the fixes to apply’ from the pop-up window.
5. Select the ‘Uninstalling’ option.
6. A list of installed products will be displayed.  If the Protect product (i.e. Netchk Protect, Shavlik Protect or VMware vCenter Protect) is in the list select it, if you do not see the product in the list then select ‘Not listed’.

 
If a Protect product is listed:

1. Select the applicable product and click ‘Next’.
2. Select ‘Yes, try uninstall’
3. Ensure that both the 'Cannot install or uninstall a program' and 'Uninstall and cleanup?' boxes are check-marked and select ‘Next’.
4. A screen should then be displayed indicating whether the selected product was uninstalled or not.
5. Select ‘Next’ and the close out of the screen.

If a Protect product is not listed:

(Notes: It is best practice, and highly advised, that a backup of the registry before making any changes to or performing any modifications to the registry.  Please review the 'How to Backup Windows Registry' article found at the following link if you have questions about this process: http://windows.microsoft.com/en-US/windows-vista/Back-up-the-registry)

  1.  Choose ‘Not Listed’ and click ‘Next’.

  2.  Enter the associated product code from the list below for the version of Protect installed, being sure to include the { and } brackets, and select ‘Next’.

     Product GUID codes:

     Protect 7.0.832.0: {C6D1AE7C-DE93-4E93-A916-C4144525C82C}

     Protect 7.0.841.0: {C6D1AE7C-DE93-4E93-A916-C4144525C82C}

     Protect 7.1.410.0: {90047C28-0B1B-4B30-8177-50729907EBF2}

     Protect 7.2.155.0: {9B7F1E45-4C47-4E25-9EAB-098923E4171C}

     Protect 7.5.2716.0: {CEA2D643-08C0-422E-9B27-B58ED9D38D07}

     Protect 7.6.1482.0: {661A3308-5BE2-4E0F-A752-BDDB247DD2DB}

     Protect 7.8.1340.0: {0A4D8D5E-7177-4A45-8A7F-0A5757403F97}

     Protect 7.8.1388.0: {0A4D8D5E-7177-4A45-8A7F-0A5757403F97}

     Protect 7.8.1392.0: {0A4D8D5E-7177-4A45-8A7F-0A5757403F97}

     Protect 8.0.3756.0: {F77AFB04-D13F-48DA-BB99-A5B31B6AAE0B}

     Protect 8.0.3965.1: {5A696B05-9F06-4B3D-83A0-69E848EFAC4A}

     Protect 8.0.4027.2: {5A696B05-9F06-4B3D-83A0-69E848EFAC4A}

     Protect 9.0.1106.0: {8045AD29-C6A4-43F5-9F1F-9560EB09F99A}

     Protect 9.0.1182.0: {B7F5FF6F382B8834B85B6390F7F4DA1}

     ScriptLogic Patch Authority Ultimate 8.0.3756: {A8210996-CD25-4C8C-A2D7-207635DEDC28}

     ScriptLogic Patch Authority Ultimate 8.0.4027: {86DE6110-3F1C-40EE-98D9-05CD7A4B212F}

     ScriptLogic Patch Authority Ultimate 9.0.1182: {0EAD1B8A-6F58-2304-A817-34C1724CE04C}

  3.  Ensure that both the 'Cannot install or uninstall a program' and 'Uninstall and cleanup?' boxes are check-marked and select ‘Next’.

  4.  A screen should then be displayed indicating whether the selected product was uninstalled or not.

  5.  Select ‘Next’ and the close out of the screen.

       * It is recommended that you check that the associated product GUID has been deleted from the following registry location:

            HKEY_CLASSES_ROOT\Installer\UpgradeCodes

  6.  A reboot of the problem machine is also recommended at this point.

You should now be able to move forward with a clean installation of Protect (preferably the latest version which can be found at http://www.shavlik.com/downloads/). 

If you continue to have issues please contact Shavlik support by using one of the following methods:

Phone:

US Support: 800-690-6911

EMEA Support: +44-1344-442190

Support Portal:

Register at http://support.shavlik.com to create, update, and manage your Shavlik support cases