Install, Upgrade or Uninstall Failures with Rapid Recovery (4035537)

Install or upgrade of the Rapid Recovery Core or Agent may fail with various errors, including but not limited to:

• Error 1: Files required for the upgrade are missing. Please repair or remove the product using the original installer.
• Error 1612: The installation source for this product is not available.
• Modifying a generic version with a branded installer or vice versa is not supported. Ensure the version comes from the same source as the currently installed version.
• In some cases, DLLs and Registry Keys do not install or uninstall properly.

Windows Registry Disclaimer:

Quest does not provide support for issues arising from improper modification of the registry. The Windows registry contains critical information for your computer and applications. Back up the registry before making any changes. For more details 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” on Microsoft Support.

Solution 1: Repair the Installation

In most cases, this issue can be resolved by repairing the installation using the original installer. Afterward, proceed with the upgrade to the next build.
 

Solution 2: Use Msizap to Remove Installer Information

MSIZap.exe is a command-line utility that removes Windows Installer information for a product or all products installed on a computer. Use caution, as products installed by the installer may fail to function after using MSIZap.

Important Note: Disclaimer: MSIZap is deprecated and no longer available through official Microsoft channels. The tool referenced in this article is a third-party implementation of the deprecated MSIZap utility, hosted on a non-official GitHub repository. This tool is not supported or endorsed by Microsoft. Use of this tool is at your own risk. We recommend using officially supported alternatives, such as msiexec commands or the Windows Uninstall Troubleshooter tool, for managing MSI installations. Always test third-party tools in a controlled environment before using them in production.

For users who still require MSIZap functionality, a third-party implementation is available in the GitHub repository PSADT.MSIZap. This repository contains scripts that replicate the functionality of MSIZap, allowing users to perform similar cleanup operations. Please note that this implementation is maintained independently from Microsoft, and there is no official support or guarantee of compatibility with current Windows environments. Users should review the repository's contents and validate the tool's behavior before utilizing it in critical systems.

For the Agent:

1. Stop the Rapid Recovery Agent service.
2. Open the registry editor, navigate to HKLM\SOFTWARE\AppRecovery\Agent, and export the AgentID folder to your desktop.
3. In the Control Panel, go to Programs and Features, and uninstall the Agent. Ensure you select the option to remove all files.
4. Navigate to C:\Program Files, and if the AppRecovery folder exists, delete it.
5. Open the registry editor, and if HKLM\SOFTWARE\AppRecovery exists, delete it.
6. In an elevated Command Prompt, navigate to the Msizap location and run:
   • For 32-bit systems: msizap T! {7A43B7BA-AAFC-4F9D-A205-1E59994695EB}
   • For 64-bit systems: msizap T! {82556F7B-51A3-45D8-8B9D-7C85B2B7B8C4}
7. Reboot the server.
8. Install the Agent using the .EXE installer, or use 7-Zip (or a comparable application) to extract files from the .EXE installer and run the .MSI file to install.
9. Stop the Agent service. Open the registry editor, navigate to HKLM\SOFTWARE\AppRecovery\Agent, and delete the AgentID folder.
10. Go to the desktop and import the exported AgentID from step 2, then start the Agent service.

For the Core:

1. Stop the Rapid Recovery Core service and ensure MongoDB is stopped.
2. Open the registry editor, navigate to HKLM\SOFTWARE, and export the AppRecovery folder to your desktop.
3. In the Control Panel, go to Programs and Features, and uninstall the Core. Ensure you select the option to remove all files.
4. Navigate to C:\Program Files, and if the AppRecovery folder exists, delete it.
5. Open the registry editor, and if HKLM\SOFTWARE\AppRecovery exists, delete it.
6. In an elevated Command Prompt, navigate to the Msizap location and run:
   • msizap T! {F1AD8970-6853-4DA0-8DA1-DACAC27E51B8}
7. Reboot the server.
8. Install the Core using the .EXE installer, or use 7-Zip (or a comparable application) to extract files from the .EXE installer and run the .MSI file to install.
9. Stop the Core service. Open the registry editor, navigate to HKLM\SOFTWARE, and delete the AppRecovery folder.
10. Go to the desktop and import the exported AppRecovery folder from step 2, then start the Core service.

For the Local Mount Utility (LMU):

1. In the Control Panel, go to Programs and Features, and uninstall the Local Mount Utility. Ensure you select the option to remove all files.
2. Navigate to C:\Program Files\AppRecovery, and if the LocalMountUtility the folder exists, delete it.
3. In an elevated Command Prompt, navigate to the Msizap location and run:
   • msizap T! {73E1DCB2-14F2-471B-823E-F25D567D306E}
4. Download and install the Local Mount Utility again.

See Also:

• How to Use msiexec for Uninstalling Rapid Recovery Components
• Fix problems that block programs from being installed or removed - Microsoft Support