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neildavidson
01-08-2003, 09:40 AM
One of our customers is trying to uninstall our product but is getting an error 1721. Looking at the installer log, there is a line related to the installshield update service:

MSI (s) (B0:90): Note: 1: 1721 2: DWUS_Unregister.C3A146F5_4B48_11D5_A819_00B0D0428C0C 3: C:\Program Files\Common Files\InstallShield\UpdateService\ 4: C:\Program Files\Common Files\InstallShield\UpdateService\agent.exe /u{2DCEA682-C053-4622-85D1-0F62BE37
5BB0}

He is running .NET Server RC2 - is this likely to be an issue, or a red herring?

Does anybody have any suggestions on what we can do to help him?

Thanks,

Neil

Paul M.
01-08-2003, 11:23 AM
Most likely this error is thrown because a custom action failed to run correctly. The error states There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: [2], location: [3], command: [4]
This is typically generated when a custom action fails to run appropriately. I would suggest trying to narrow down which custom action is firing and see if this will help you narrow down what is happening.

neildavidson
01-08-2003, 11:25 AM
Thanks for the reply.

The problem is with the update service component (agent.exe) - I was wondering if there are any known issues with the uninstall for this component, specifically on Windows .NET Server RC2

Paul M.
01-08-2003, 11:25 AM
I just read the text of the error and it would appear that agent.exe is what failed to register correctly. This is for update service. You can have the customer try this manually.

Paul M.
01-08-2003, 11:29 AM
There are no known issues that I know of with unregistering or removing the component. Again have the user try the command line and see what results you get from that.

Chris Woerner
01-08-2003, 11:30 AM
Let me throw my two cents in on this.....

During uninstall, a custom action is called to "unregister" your product with the Update Service Agent. To "unregister" your prduct, the Agent will remove its local data file that stores information on your product. This is not unregistering a file in the normal sense.

Having said that, I don't know why that action would fail. This is the commandline for the action.

C:\Program Files\Common Files\InstallShield\UpdateService\agent.exe /u{2DCEA682-C053-4622-85D1-0F62BE37
5BB0}