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How To: Troubleshoot installation and uninstallation issues

Summary

Instructions provided describe common issues and general troubleshooting techniques related to installing and uninstalling the ArcGIS product suite.

Procedure

 

Warning:
Manually deleting files and registry keys while ArcGIS products are still installed is not recommended. Doing so can adversely impact the current installation as well as any future installations. The manual deletion of files and registry keys is very rarely needed. If the troubleshooting tips below do not resolve the issue, please contact Technical Support.

  Follow the three steps below before beginning any additional troubleshooting procedures:

  1. Go to Add/Remove Programs in the Control Panel > highlight the ArcGIS product > select Remove. If this fails, note the error message and/or create a screenshot of the error received.
  2. Go to Add/Remove Programs in the Control Panel > highlight the ArcGIS product > select Change > select Repair. If the repair is successful, try step 1 again. If the repair option returns the same error, continue with step 3.
  3. Run the Uninstall from the command line with the log option.
    1. From the Desktop, go to Start > Run.
    2. Enter the command below, modifying the product code as necessary.
Code:
msiexec.exe /x <{product code}> /qb /L*v C:\Uninstall.log

For example, to uninstall ArcGIS Desktop 9.0 silently, use the following command line:
 
Code:
msiexec.exe /x {5DC8D05F-2FEA-4D8B-B300-A8F2F758C53F} /qb /L*v C:\Uninstall.log

Common Problems

  • Windows Installer 1904 error - files fail to register
Select ignore to continue the installation. Once the installation is complete, manually register the offending file.
  1. From the Desktop, go to Start > Run.
  2. Enter the command below, modifying the path to the file as necessary.
Code:
regsvr32 <path to file>\rdo.dll
  • Wrong version - a prompt appears to remove a previous version, even though all previous versions have been uninstalled
Ensure that there are no incorrect versions of ArcGIS products still installed by checking the Add/Remove Programs list. If all listed programs are the correct version, check the registry key HKEY_LOCAL_MACHINE\SOFTWARE\ESRI\ArcGIS\RealVersion.
  1. From the Desktop, click Start > Run.
  2. Type regedit into the text box.
  3. Click OK.
  4. Browse to the desired registry hive.
If the value for that registry key does not match the version of currently installed ArcGIS products, the registry has been corrupted.
Note:
There is an uninstall utility available that detects and removes any Esri product that conflicts with previous versions. The ArcGIS 10 Uninstall Utility is available on the installation media. 
  • Windows Installer appears when launching ArcGIS applications
An entry is logged by the Event Viewer when any application goes into repair. Go to the Event Viewer and find any entries related to the product in repair or related to the Windows Installer. Determine if the missing resource listed in the event viewer entry is missing.
  1. Right-click My Computer.
  2. Click Manage.
  3. Expand the Event Viewer tree.
  4. Click Application.
  5. Search for MsiInstaller entries related to ArcGIS.
  • The installation hangs on one of the following files: rdo.dll, rdoBC.dll, cso.dll, XFCOMUtility.dll, ArcGISDomain.dll, SXSUtility.dll
  1. Cancel the installation. Terminate all Msiexec.exe processes found in the Task Manager, if necessary.
    1. From the Desktop, right-click on the Desktop taskbar at the bottom of the screen.
    2. Select Task Manager.
    3. Click the Processes tab.
    4. Check the Image Name list for msiexec.exe processes. There may be more than one.
  2. If no other ESRI products are installed, delete the C:\Program Files\Common files\ESRI\Raster folder.
  3. Delete the HKEY_CURRENT_USER\Software\ESRI\Raster registry hive.
    1. From the Desktop, click Start > Run.
    2. Type regedit into the text box.
    3. Click OK.
    4. Browse to the desired registry hive.
  4. Restart the installation.
  • Files and/or registry keys are left behind after uninstallation
Verify that there are no Esri products or third party applications that use Esri resources installed by checking the program list in Add/Remove Programs. If no Esri products or third party applications are installed, delete the remaining ArcGIS related files and registry keys. Run the COM Explorer utility to identify any orphaned registry entries related to ArcGIS. If the leftover files are DLLs, EXEs, or OCXs, unregister them before deleting.
  1. From the Desktop, go to Start > Run.
  2. Enter the command below, modifying the path to the file as necessary.
Code:
regsvr32 -U <path to file>\rdo.dll
Warning:
Consult the systems administrator before altering the registry or modifying installed files. In many instances, performing these operations can result in irreversible changes to the computer and can adversely affect current and future installations.
Note:
Files are left behind after the uninstall in the User's Documents and Settings folder. Registry keys are left behind in the HKEY_CURRENT_USER\Software\ESRI registry hive. These files and registry entries are created at run time and define each individual user's applications' configurations and customizations. If the content in the Documents and Settings folder and  registry is removed, all settings are reset to default.
  • When uninstalling ArcGIS Desktop, a prompt appears stating a Demo Edition or Evaluation Edition version is installed
  "ArcGIS Desktop 9.x has detected an installation of ArcView (Demo Edition) on this computer. ArcGIS Desktop 9.X cannot be installed on the same computer as ArcView (Demo Edition)"
  1. Change the value for the registry key: HKLM\SOFTWARE\ESRI\ArcInfo\Desktop\8.0\ProductName from ArcGIS Desktop 9.x to ArcGIS Desktop.
    1. From the Desktop, click Start > Run.
    2. Type regedit into the text box.
    3. Click OK.
    4. Browse to the desired registry hive.
Warning:
Consult the systems administrator before altering the registry or modifying installed files. In many instances, performing these operations can result in irreversible changes to the computer and can adversely affect current and future installations.
Troubleshooting tips
  • Examine the Event Viewer
Entries are logged in the Event Viewer when the Windows Installer errors or goes into repair. Examining the logs may offer insight into the solution.
  1. Right-click My Computer.
  2. Click Manage.
  3. Expand the Event Viewer tree.
  4. Click Application.
  5. Search for MsiInstaller entries related to ArcGIS.
  • Manually register DLLs
    1. From the Desktop, go to Start > Run.
    2. Enter the command below, modifying the path to the file as necessary.
Code:
regsvr32 <path to file>\rdo.dll

Select ignore when registration errors appear. After the installation is complete, manually register the offending DLLs. A message displays indicating the success or failure of the registration.
  • Capture a screenshot of the error
If contacting Technical Support, include a screenshot of the error in the incident report.
  • Capture a log of the install
    1. From the Desktop, go to Start > Run.
    2. Enter the command below, modifying the setup location as necessary.
Code:
Msiexec /I <path to setup>\setup.msi /qb /L*v C:\Install.log
  • Capture a log of the uninstall
    1. From the Desktop, go to Start > Run.
    2. Enter the command below, modifying the product code as necessary.
Code:
msiexec.exe /x <{product code}> /qb /L*v C:\Uninstall.log
For example, to uninstall ArcGIS Desktop 9.0 silently, use the following command line:
Code:
msiexec.exe /x {5DC8D05F-2FEA-4D8B-B300-A8F2F758C53F} /qb /L*v C:\Uninstall.log
Note:
Command line uninstalls can be performed using the product code instead of the setup.msi. See the ESRI Knowledge Base article, 'Silently uninstall ArcGIS products' for more information.
  • Download and run the COM Explorer utility
The COM Explorer utility identifies orphaned registry keys left behind after uninstall. Download a free thirty-day trial version here.

Tips for ensuring a successful installation
  • Verify that all products are the correct version
If installing extensions or third party applications, confirm the sofware is compatible with the ArcGIS product installed or intended for installation. If unsure of compatability with ArcGIS products, check with the developer of the software being installed.
  • Close all other applications, including any Esri products, third party applications, and Internet Explorer
Closing all applications minimizes the need for a system restart after completion of the installation.
  • Always uninstall third party applications, ArcGIS extensions, and developer kits before uninstalling any ArcGIS product
  • Verify that the installing user account has full administrative privileges
Additionally, the installing user requires write access to the C:\ drive, all child folders, and to the registry. Perform the same check for the System account.
  1. Click My Computer.
  2. Right-click Local Disk (C:). If the operating system is installed on a Local Disk other than C, right-click that drive letter.
  3. Select the Security tab.
  4. Verify the SYSTEM account is listed in the 'Group or user names:' list. The SYSTEM account requires Full Control, which can be confirmed by selecting the SYSTEM account and verifying that Full Control is set to Allow under the Permissions list.
  5. If the SYSTEM account is not listed, click Add.
  6. In the text box, type <computer name>\SYSTEM. Click OK.
  7. Enable full control for the SYSTEM account by selecting the Allow check box for Full Control.
  8. Click OK.
These steps must be performed for any user accounts that installs ArcGIS software.
Note:
Installations can be successfully performed by a user without administrative privileges when setups are deployed in a managed deployment environment, such as Microsoft's Group Policy or System Center Configuration Manager (SCCM).

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