How to perform a manual uninstall of Backup Exec System Recovery (BESR) and former LiveState System Recovery (LSR) installs on Windows base operating systems.

Problem

Below are the steps on how to perform a manual uninstall of Backup Exec System Recovery (BESR) for Microsoft Windows based installations. These procedures are to be follow in the event the following uninstall methods has been attempted but fail to remove BESR from a client system.

1. Uninstall through Microsoft Window's control panel:
   • For XP/2003: Add & Remove programs
   • For Vista/2008: Programs and Features
2. MsiExec.exe /x{GUID.EN_US} ; where 'GUID' is the value for the specific version listed in the following article: https://www.veritas.com/docs/000033418
3. Attempt to uninstall through the WMI method listed here: https://www.veritas.com/docs/000007474
4. The use of the uninstall batch script specific for the version of BESR to be removed:
   • For 2011:https://www.veritas.com/docs/000013038

Solution

1.  Do one of the following:
   • For version 7.0x and earlier: Copy the folder \Program Files\Common Files\Symantec\Licenses to an alternate location as a backup.
   • For version 8.0x and later: Backup the registry keys listed in the following document: https://www.veritas.com/docs/000037030
2. Open the Microsoft (MS) Windows services management console
   1. Click on Start > Run.
   2. In the box, type: services.msc.
   3. Click on OK.
   4. Right click on Backup Exec System Recovery.
   5. Click Stop.
   6. Close the Windows Services console.
3. Open the MS Windows task manager
   1. Click on Start > Run.
   2. In the box, type: taskmgr.exe.
   3. Click OK.
   4. Click the Processes tab.
   5. Click VProTray.exe.
   6. Click End Process.
   7. Close the task manager.
4. Backup Current Job schedule and history by following steps outlined in the following article: https://www.veritas.com/docs/000090238

Manual uninstall procedure

1. Stop all Backup Exec System Recovery (BESR) Services
   • Follow the step 2 listed in, 'Uninstallation preparation', procedure listed above for the following services (if present and still running)
     • Backup Exec System Recovery
     • GenericMount Helper Service
     • SymSnapService
     • Veritas SymSnap VSS Provider
2. Stop all BESR processes
   • Follow the step 3 listed in, 'Uninstallation preparation', procedure listed above for the following processes (if present and still running)
3. Navigate to the ProgramData / Application Data content for BESR:
   • For XP/2003: Navigate to \Documents and Settings\All Users\Application Data\Symantec\ sub-folder.
   • For Vista/2008: Navigate to \ProgramData\Symantec\ sub-folder
4. Delete the following Sub-folders (if present):
   1. Backup Exec System Recovery
   2. hpc (WARNING: Removing this sub-folder may cause other installed Veritas programs the need to be re-licensed)
   3. RPAM
   4. VProConsole
5.  Navigate to \Windows\Installer sub-folder and remove BESR's GUID instance (if present).
   1. To help pin-point the specific folder to remove, locate the specific version of BESR's GUID from the following article: https://www.veritas.com/docs/000033418
   2. Note the GUID value use; it will be needed later.

NOTE: \Windows\Installer sub-folder is a hidden protected operating folder. In Windows Explorer do one of the following if the folder is not present:

• For XP/2003: Navigate to Tools | Folder Options | View | Hidden Files and Folders > Show Hidden files, folders, and drives and uncheck Hide Protected operating systems files (recommended).
• For Vista/2008: Navigate to Organize | Folder and search options | View | Hidden Files and Folders > Show Hidden files, folders, and drives  and uncheck Hide Protected operating systems files (recommended) .

6. Delete Program files listing for BESR: (if present):
   • For 64-bit systems: \Program Files (x86)\Symantec\Backup Exec System Recovery
   • For 32-bit systems: \Program Files\Symantec\Backup Exec System Recovery
7. Remove BESR from the Windows registry
   • Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.
   1. Open the Registry Editor.
   2. Click on Start > Run.
   3. In the box, type: regedit.
   4. Click on OK.
   5. Make a backup of the current registry
      1. Click on the pull down menu FILE and choose Export.
      2. Under Export range choose ALL.
      3. Under Save in choose Desktop.
      4. Type in a filename and click SAVE.
   6. Delete each of the following specific registry keys (for 64-bit systems check the HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node location for the key):
      1. HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Backup Exec System Recovery
      2. HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\LiveState System Recovery
      3. HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Installed Recovery Technology
      4. HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\RPAM
      5. HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\BEGLLogging
      6. HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\SymSnapLogging
      7. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Current Version\Uninstall\{GUID.EN_US}
         1. See GUID value from main step 5-2 above.
      8. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\55<GUID>
      9. HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\
         1. Backup Exec System Recovery
         2. GenericMount Helper Service
         3. GenericMountService
         4. Veritas SymSnap VSS Provider
         5. symsnap
         6. SymSnapService
      10. HKEY_CLASSES_ROOT\Installer\Products\55<GUID>
      11. HKEY_CLASSES_ROOT\AppID\<GUID>
      12. HKEY_LOCAL_MACHINE\SOFTWARE\Classes\AppID\<GUID>
      13. Go To "EDIT\FIND" Put in the <GUID> and hit Find Next.
      14. Delete all remaining entries of the <GUID>
   7. Reboot the client system, re-attempt a reinstall of the product and do one of the following:
      • If successful and the intention is a permanently remove the product from the system use the Windows Add & Remove programs / Programs and Features control panel to properly remove the product from the system.
      • If unsuccessful and the intention is to install the product, and the same uninstall symptoms has occurred again, contact Veritas Technical Support for assistance.

Applies To

Procedures listed below are for Windows based operating systems only. For Linux base operating systems please refer to Veritas Backup Exec System Recovery users guide.