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Title
Unable to uninstall / upgrade Change Auditor Agent with 1713 error code -
Description
Unable to uninstall or upgrade Change Auditor Agent with error code 1713.The following error can also be found written in the msi log file found in C:\Windows\Temp\:MSI (s) (5C:70) [17:20:43:155]: ******* RunEngine:******* Product: {7D71379C-6DC1-4E3E-9C81-1AF174BA0A71}******* Action:******* CommandLine: **********MSI (s) (5C:70) [17:20:43:155]: Machine policy value 'DisableUserInstalls' is 0Action start 17:20:43: NPRemoveITADUpgradeCode.MSI (s) (5C:B8) [17:20:43:155]: Note: 1: 1713 2: Quest ChangeAuditor Agent 5 (x64) 3: 1605CustomAction NPRemoveITADUpgradeCode returned actual error code 1605 (note this may not be 100% accurate if translation happened inside sandbox)MSI (s) (5C:B8) [17:20:47:859]: Product: Quest ChangeAuditor Agent 5 (x64) -- Error 1713.Quest ChangeAuditor Agent 5 (x64) cannot install one of its required products. Contact your technical support group. System Error: 1605. -
Cause
This error happens due to incorrect "Client" value in the "HKEY_CLASSES_ROOT\Installer\Products\<ConvertedProductCode>" key or missing the key completely.
The following 3 reg keys may be affected (in the order of uninstallation):
HKEY_CLASSES_ROOT\Installer\Products\C97317D71CD6E3E4C918A11F47ABA017
HKEY_CLASSES_ROOT\Installer\Products\C7F88DB9EE244E5439AEF3ED984AFCF3
HKEY_CLASSES_ROOT\Installer\Products\665CA3B7E0C3AF04DA7FF04B69212908
The GUID in the Clients registry value is different for every CA agent build and should match the agent Product Code.
For example, for CA agent v5.9.30 it is {78BF0149-A0E3-49D9-95FF-03BD59C62AD3}
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Resolution
1. Export all 3 keys mentioned above from the same version of the agent where uninstallation works successfully (the agent version must be exactly the same).
2. Remove the keys from the machine having this issue.
3. Import the known good registry keys to the machine.
4. Run the uninstall /upgrade process again.
Quest does not provide support for problems that arise from improper modification of the registry. The Windows registry contains information critical to your computer and applications. Make sure you back up the registry before modifying it. For more information on the Windows Registry Editor and how to back up and restore it, refer to Microsoft Article ID 256986 “Description of the Microsoft Windows registry” at Microsoft Support.