vishwashashidhar
Posts: 5
Joined: Tue Mar 13, 2018 10:05 am

Add / Remove Programs Entry Stuck

Tue Mar 13, 2018 10:09 am

Hello Team,

I've got an MSI built using advanced installer. Everything works great.

However, when I uninstall the program on Windows 10, the uninstall succeeds but the entry gets stuck in the control panel.

I've checked support forums of Microsoft and suggestions that we need to remove the registry entries, tried that too, but there are no entries in the registry for these instances.

Can anyone throw some light on this please?

Daniel
Posts: 8237
Joined: Mon Apr 02, 2012 1:11 pm
Contact:  Website

Re: Add / Remove Programs Entry Stuck

Wed Mar 14, 2018 12:45 pm

Hello and welcome to our forums,

Can you consistently replicate this issue on multiple machines? If so, please send us your AIP (project file) by email to support at advancedinstaller dot com alongside a test case so we can further investigate the scenario.

For testing purposes we always recommend to be used virtual machines with clean states so that when something goes wrong you can easily revert to a clean state of the virtual machine.

All the best,
Daniel
Daniel Radu - Advanced Installer Team
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shellm
Posts: 13
Joined: Thu Sep 28, 2017 2:04 pm
Contact:  Website

Re: Add / Remove Programs Entry Stuck

Thu Mar 15, 2018 11:27 am

I have a similar issue with one of my Installers (didnt try the other ones as those are server applications which will never get uninstalled).
The Entry is stuck there even after performing an uninstall (however, not all my prerequisites are deleted, but this shouldnt be an issue).
Tested on Win7x64

vishwashashidhar
Posts: 5
Joined: Tue Mar 13, 2018 10:05 am

Re: Add / Remove Programs Entry Stuck

Wed Mar 21, 2018 11:44 am

Daniel,

Yes, we can consistently repro the issue on multiple machines.

I've sent an email with our AIP file. Kindly check the same and let me know if you need anything else.

Thank you!

Daniel
Posts: 8237
Joined: Mon Apr 02, 2012 1:11 pm
Contact:  Website

Re: Add / Remove Programs Entry Stuck

Wed Mar 21, 2018 12:44 pm

Hello all,

Until now we did not get your sent email. Just to make sure you did forwarded your AIP to the correct email address, our email address is support at advancedinstaller dot com. Make sure you replace "at" with "@" and "dot" with "."

:)

All the best,
Daniel
Daniel Radu - Advanced Installer Team
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vishwashashidhar
Posts: 5
Joined: Tue Mar 13, 2018 10:05 am

Re: Add / Remove Programs Entry Stuck

Thu Mar 22, 2018 11:32 am

Hi Daniel,

Please see attached the screenshot of the mail sent.

Regardless, I've fwded the mail again.
Attachments
Screen Shot 2018-03-22 at 16.00.07.png
Screen Shot 2018-03-22 at 16.00.07.png (244.96KiB)Viewed 5856 times

vishwashashidhar
Posts: 5
Joined: Tue Mar 13, 2018 10:05 am

Re: Add / Remove Programs Entry Stuck

Thu Mar 22, 2018 1:17 pm

Hi Daniel,

Looks like the mail is not getting delivered. So, I'm attaching the AIP file here.

Please take a look at it.
Attachments
Screen Shot 2018-03-22 at 17.31.31.png
Screen Shot 2018-03-22 at 17.31.31.png (302.45KiB)Viewed 5853 times

Daniel
Posts: 8237
Joined: Mon Apr 02, 2012 1:11 pm
Contact:  Website

Re: Add / Remove Programs Entry Stuck

Fri Mar 23, 2018 10:35 am

Hello Vishwas,

I've deleted your attached AIP for privacy reasons.

I'm not sure why the original email sent by you failed to be delivered. I forwarded this to our email service admin so we caninvestigate this and take proper measures in case something is wrongly configured on our side.

I have received two emails from you though and I replied back to you by email. Here is my email reply:
I've tested your project settings but I cannot replicate the behavior. The control panel entry is always removed.

Can you please send us a download link for your built setup package and a detailed test case we can follow to replicate the issue on a test machine?
Please let me know if you didn't receive my email reply by now.

All the best,
Daniel
Daniel Radu - Advanced Installer Team
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vishwashashidhar
Posts: 5
Joined: Tue Mar 13, 2018 10:05 am

Re: Add / Remove Programs Entry Stuck

Fri Mar 23, 2018 12:00 pm

Hi Daniel,

Thanks for checking on that.

Unfortunately, I don't have the authorisation to share the executable.

Instead, can we do a remote session to troubleshoot this issue?

Thanks.

Daniel
Posts: 8237
Joined: Mon Apr 02, 2012 1:11 pm
Contact:  Website

Re: Add / Remove Programs Entry Stuck

Sat Mar 24, 2018 7:25 am

Hello Vishwas,

Unfortunately we are not available for remote troubleshooting. If you cannot share with us the built setup package, then please try to replicate the issue in a new sample project and send it us alongside a test case we can follow to replicate the issue. Without being able to replicate the issue on our side it is quite difficult to further investigate this.

Thank you for your understanding.

All the best,
Daniel
Daniel Radu - Advanced Installer Team
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Antarctica
Posts: 110
Joined: Tue Jul 08, 2014 9:24 am

Re: Add / Remove Programs Entry Stuck

Mon Mar 26, 2018 3:01 pm

I had a similar issue with some programs that have not been installed through Advanced Installer. The programs had been removed, but the entries were still there. When I clicked "uninstall" again, the interface told me something like "The program was already removed. Do you want to remove the entry?" So I guess this is an issue caused by a certain Windows 10 update and/or Windows installer update.

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