Install or Upgrade Failures with Rapid Recovery (4035537)

Install or upgrade of Core or Agent fails with, but not limited to:

• Error 1. Files required for upgrade is missing. Please, repair or remove product using original installer
• Error 1612. The installation source for this product is not available.
• Modifying generic version with branded installer or vice versa is not supported. Please ensure this version comes from the same source as the currently installed version.
• AppAssure will not install or uninstall correctly.

In some cases the DLL and Registry Keys do not install or uninstall properly.

Windows Registry Disclaimer:

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.

Solution 1

In most common cases this problem can be solved by repairing the install with the original installer. Then Upgrade to the next build.

For Agent:

1. Stop Agent service
2. Open registry, go to HKLM\SOFTWARE\AppRecovery\Agent and export AgentID folder to desktop
3. Go to Control Panel, Program and Features, and remove Agent
4. Go to C:\Program Files, if AppRecovery folder exists, delete it
5. Open registry, if HKLM\SOFTWARE\AppRecovery exists, delete it
6. Download MsiZap, in elevated CMD, change directory to MSIZAP location and run:
   • 32 bit systems: msizap T! {7A43B7BA-AAFC-4F9D-A205-1E59994695EB}
   • 64 bit systems: msizap T! {82556F7B-51A3-45D8-8B9D-7C85B2B7B8C4}
7. Reboot server
8. Install Agent using .EXE installer or use 7-Zip (or comparable app) to extract files from .EXE installer and run .MSI file to install
9. Stop Agent service, open registry, go to HKLM\SOFTWARE\AppRecovery\Agent and delete AgentID folder
10. Go to desktop and inject exported AgentID from step 2, start Agent service

1. Stop Core Service, make sure MongoDB is stopped as well
2. Open registry, go to HKLM\SOFTWARE and export AppRecovery folder to desktop
3. Go to Control Panel, Program and Features, and remove Core
4. Go to C:\Program Files, if AppRecovery folder exists, delete it
5. Open registry, if HKLM\SOFTWARE\AppRecovery exists, delete it
6. Download MsiZap, in elevated CMD, change directory to MSIZAP location and run msizap T! {F1AD8970-6853-4DA0-8DA1-DACAC27E51B8}
7. Reboot server
8. Install Core using .EXE installer or use 7-Zip (or comparable app) to extract files from .EXE installer and run .MSI file to install
9. Stop Core service, open registry, go to HKLM\SOFTWARE and delete AppRecovery folder
10. Go to desktop and inject AppRecovery folder from step 2, start Core service

1. Go to Control Panel, Program and Features, and remove LMU
2. Go to C:\Program Files\AppRecovery, if LocalMountUtility folder exists, delete it
3. Download MsiZap, in elevated CMD, change directory to MSIZAP location and run msizap T! {73E1DCB2-14F2-471B-823E-F25D567D306E}
4. Download and install the Local Mount Utility again.