Cannot remove the product due to error code 1603

[Zsolt Kollarits]

Dear Advanced Installer Support Team,

One of our customers reported that he is not able to remove our product for some reason. They also sent us a logfile, but it does not tell too much for us, apart from this section:

"MSI (s) (44:30) [13:40:32:245]: Hello, I'm your 32bit Elevated Non-remapped custom action server.
AI_FwRemove: Configuring Windows Firewall rule: "Therefore™ MFP Connectivity"
CustomAction AI_FwRemove returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 13:40:32: InstallExecute. Return value 3."

Could you please help us in recognizing the problem on the customer´s side? We have to guide him through. I´m also attaching the complete logfile.

Thanks in advance!

Best regards,
Zsolt

[Catalin]

Hello Zsolt,

Some of our custom actions have support for extended debug logging. This can be activate by setting the AI_DEBUGLOG property to "1" during install / uninstall time. This functionality is available for both EXE and MSI packages.

Can you please try to see if the AI_FwRemove will log any useful information if the AI_DEBUGLOG property is set ?

CustomAction AI_FwRemove returned actual error code 1603...

Also, can you try and check if the Windows Firewall (Or Windows Defender Firewall) service is stopped on the machines where the uninstall fails ? Our AI_FwRemove custom actions tries to remove the rules that were created upon install and it may fail if the service is disabled.

Regards,
Catalin