neok 0 Posted January 23, 2020 Share Posted January 23, 2020 (edited) I have an error when trying to uninstall ERA Agent 6.5 which is preventing me from not only uninstalling it normally from the Control Panel but also from updating it from a Software Installation type GPO. The agent (Win 7 x64) was previously installed via GPO as indicated in this guide.https://help.eset.com/era_admin/65/en-US/fs_agent_deploy_gpo.html I also cannot upgrade to version 7.1 via GPO due to this same error; and I need perform upgrade via GPO. I followed this post and attached the logs obtained so please assist me in a solution of this problem. Best regards Gabriel install.log Edited January 23, 2020 by neok edit tittle Link to comment Share on other sites More sharing options...
ESET Staff MartinK 376 Posted January 23, 2020 ESET Staff Share Posted January 23, 2020 According to log, problem is that installer cannot access database file: C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Data\data.db Could you verify is is actually there? Also could you check there is no ERAAgent.exe process running when installer prints mentioned error? Another process locking access to this file might be also reason for this issue. Link to comment Share on other sites More sharing options...
neok 0 Posted January 23, 2020 Author Share Posted January 23, 2020 (edited) 1 hour ago, MartinK said: According to log, problem is that installer cannot access database file: C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Data\data.db Could you verify is is actually there? Also could you check there is no ERAAgent.exe process running when installer prints mentioned error? Another process locking access to this file might be also reason for this issue. C:\ProgramData\ESET\RemoteAdministrator does not exists: ESET Remote Administrator Agent does not exist on services.msc console nor task manager show any process of this service. However, the agent is still installed and cannot be uninstalled or updated. Edited January 23, 2020 by neok Link to comment Share on other sites More sharing options...
ESET Staff MichalJ 430 Posted January 24, 2020 ESET Staff Share Posted January 24, 2020 I would recommend to use the ESET Uninstaller tool in the safe mode, that will remove all remains of the previous agent (it´s obviously corrupted installation, where windows thinks it´s still there, but it´s not). Then clean installation should work just fine. Link to comment Share on other sites More sharing options...
neok 0 Posted January 24, 2020 Author Share Posted January 24, 2020 4 hours ago, MichalJ said: I would recommend to use the ESET Uninstaller tool in the safe mode, that will remove all remains of the previous agent (it´s obviously corrupted installation, where windows thinks it´s still there, but it´s not). Then clean installation should work just fine. Unfortunately this is not a suitable solution for me, as I have hundreds of computers. Besides, it's not that this happens to me in a single client, it happens to me in every single computer. I don't understand why I can't uninstall or upgrade the agent the same way I installed it. Gabriel Link to comment Share on other sites More sharing options...
ESET Staff MichalJ 430 Posted January 27, 2020 ESET Staff Share Posted January 27, 2020 What was the method used for installation? In general, it should work, but it seems that in your case setup is somehow corrupted, or blocked. MartinK above gave you some recommendations about how to proceed in this case. Also, are the machines connecting correctly to the management server? Link to comment Share on other sites More sharing options...
neok 0 Posted January 27, 2020 Author Share Posted January 27, 2020 10 hours ago, MichalJ said: What was the method used for installation? In general, it should work, but it seems that in your case setup is somehow corrupted, or blocked. MartinK above gave you some recommendations about how to proceed in this case. Also, are the machines connecting correctly to the management server? The method used for installation was described in my first post: The agent (Win 7 x64) was previously installed via GPO as indicated in this guide.https://help.eset.com/era_admin/65/en-US/fs_agent_deploy_gpo.html Of course that the machines has a connection with the server. Link to comment Share on other sites More sharing options...
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