Zoltan Endresz 5 Posted January 21, 2022 Share Posted January 21, 2022 Dear Experts, Unfortunately I have to uninstall the ESET from our computers. In same cases I get the following error message: "SoftwareUninstallation: Uninstallation command exited with (0x645): This action is only valid for products that are currently installed. Error code: 0x645, see software-uninstall.log..." The affected computers are in several countries, so it is not possible to manage the issue directly at the computers. ESET PROTECT (Server), Version 8.0 (8.0.1238.0)ESET PROTECT (Web Console), Version 8.0 (8.0.175.0) Your help would be highly appreciated. Thank you for it in advance. Link to comment Share on other sites More sharing options...
Administrators Marcos 4,909 Posted January 21, 2022 Administrators Share Posted January 21, 2022 Please get software-uninstall.log from such machine. I'd recommend opening a support ticket and providing the log along with information how Endpoint was installed. Did you use a software install task to initially install it and possibly to upgrade to newer versions? Link to comment Share on other sites More sharing options...
Zoltan Endresz 5 Posted January 21, 2022 Author Share Posted January 21, 2022 The initiall installation happened via SCCM. I will try to upgrade the affected clients to EES 9.0.2032.6 Link to comment Share on other sites More sharing options...
Zoltan Endresz 5 Posted January 21, 2022 Author Share Posted January 21, 2022 The upgrade does not work, the error message is:SoftwareInstallation: Installation failed with: Fatal error during installation. Error code: 0x643 (0x643), , see software-install.log for more information located at: C:\ProgramData\ESET\RemoteAdministrator\A Link to comment Share on other sites More sharing options...
ESET Staff MartinK 376 Posted January 26, 2022 ESET Staff Share Posted January 26, 2022 I would recommend to collect logs from affected machine via console (diagnostic subsection of specific client details) - it should contain also msiexec logs that might show more details, even that generic MSIEXEC errors seems to be reported. Link to comment Share on other sites More sharing options...
Zoltan Endresz 5 Posted January 27, 2022 Author Share Posted January 27, 2022 Below you can see the install and uninstall logs from one of the affected computers. software-install.log software-uninstall.log Link to comment Share on other sites More sharing options...
Zoltan Endresz 5 Posted January 27, 2022 Author Share Posted January 27, 2022 The uninstall process finished on 594 computers till now and failed on cca. 20 clients. All of them was initialy installed via SCCM then managed/updeted by the ESET Protect console. So there is no difference between the computers exept that the uninstall task failed on a few of them. Link to comment Share on other sites More sharing options...
ESET Staff MartinK 376 Posted January 28, 2022 ESET Staff Share Posted January 28, 2022 Thanks, installation/repair logs show some issue with registries or product - is this product actually working properly? Would it be possible to try manual uninstallation on affected machines? Otherwise I have suspicion that we are attempting to uninstall wrong "application" with different identifiers -> this seems to be an result of SCCM where "wrapper" installation might be created when deploying. Link to comment Share on other sites More sharing options...
Zoltan Endresz 5 Posted January 28, 2022 Author Share Posted January 28, 2022 The computer looks problemfree, as I see. If you think of the uninstall tool in safe mode that is not the way to go. The computers are in more than 20 countryes worldwide, and it is really problematic to reach them in safe mode remotelly. Unfortunately I have really bad experiences in this matter, the WiFi modems are not working in Safe Mode, lost the connection with the remote client, the user stucked in with an unuseable computer and so on... Link to comment Share on other sites More sharing options...
ESET Staff MartinK 376 Posted January 31, 2022 ESET Staff Share Posted January 31, 2022 On 1/28/2022 at 9:18 AM, Zoltan Endresz said: The computer looks problemfree, as I see. If you think of the uninstall tool in safe mode that is not the way to go. The computers are in more than 20 countryes worldwide, and it is really problematic to reach them in safe mode remotelly. Unfortunately I have really bad experiences in this matter, the WiFi modems are not working in Safe Mode, lost the connection with the remote client, the user stucked in with an unuseable computer and so on... Actually by manual uninstallation I meant from standard user desktop / remote desktop. In case it would not work even from there, I would recommend to open support ticket as it is definitely not a correct behavior in case uninstallation would require use of safe mode, especially not in case product is running normally and there is no obvious reason for corruption. Link to comment Share on other sites More sharing options...
Zoltan Endresz 5 Posted February 3, 2022 Author Share Posted February 3, 2022 (edited) Could you please give a link for download the version 8.0.2039.3 ? It seems the 8.1.2037.9 version is available on the download page. We would like try to use that for uninstall because the message: Edited February 3, 2022 by Zoltan Endresz Link to comment Share on other sites More sharing options...
ESET Moderators Peter Randziak 1,081 Posted February 8, 2022 ESET Moderators Share Posted February 8, 2022 On 2/3/2022 at 1:37 PM, Zoltan Endresz said: Could you please give a link for download the version 8.0.2039.3 ? https://repository.eset.com/v1/com/eset/apps/business/ees/windows/v8/8.0.2039.3/ees_nt64.msi Peter Link to comment Share on other sites More sharing options...
Zoltan Endresz 5 Posted February 8, 2022 Author Share Posted February 8, 2022 Thank you Peter Peter Randziak 1 Link to comment Share on other sites More sharing options...
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