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HugoExceptOnFir
Active Contributor

G2A5 Uninstall Doesn't work

Hi,

When I run the G2A5 Uninstaller it doesn't actually remove the service or delete any files, the program just disappears from the Programs list.

Uninstalling G2A5Uninstalling G2A5No longer in programs listNo longer in programs listService is still installed and runningService is still installed and runningProgram Files are still populated.Program Files are still populated.

2 REPLIES 2
HugoExceptOnFir
Active Contributor

Re: G2A5 Uninstall Doesn't work

Uninstallation log:

=== Logging started: 18/03/2021  11:49:22 ===
Action start 11:49:22: INSTALL.
Action start 11:49:22: FindRelatedProducts.
Action ended 11:49:22: FindRelatedProducts. Return value 0.
Action start 11:49:22: LaunchConditions.
Action ended 11:49:22: LaunchConditions. Return value 1.
Action start 11:49:22: ValidateProductID.
Action ended 11:49:22: ValidateProductID. Return value 1.
Action start 11:49:22: CostInitialize.
Action ended 11:49:22: CostInitialize. Return value 1.
Action start 11:49:22: FileCost.
Action ended 11:49:22: FileCost. Return value 1.
Action start 11:49:22: CostFinalize.
Action ended 11:49:22: CostFinalize. Return value 1.
Action start 11:49:22: MigrateFeatureStates.
Action ended 11:49:22: MigrateFeatureStates. Return value 0.
Action start 11:49:22: InstallValidate.
Action ended 11:49:22: InstallValidate. Return value 1.
Action start 11:49:22: RemoveExistingProducts.
Action ended 11:49:22: RemoveExistingProducts. Return value 0.
Action start 11:49:22: InstallInitialize.
Action ended 11:49:22: InstallInitialize. Return value 1.
Action start 11:49:22: ProcessComponents.
Action ended 11:49:22: ProcessComponents. Return value 1.
Action start 11:49:22: UnpublishFeatures.
Action ended 11:49:22: UnpublishFeatures. Return value 1.
Action start 11:49:22: RemoveRegistryValues.
Action ended 11:49:22: RemoveRegistryValues. Return value 1.
Action start 11:49:22: InstallFiles.
Action ended 11:49:22: InstallFiles. Return value 1.
Action start 11:49:22: WriteRegistryValues.
Action ended 11:49:22: WriteRegistryValues. Return value 1.
Action start 11:49:22: RegisterUser.
Action ended 11:49:22: RegisterUser. Return value 0.
Action start 11:49:22: RegisterProduct.
Action ended 11:49:22: RegisterProduct. Return value 1.
Action start 11:49:22: PublishFeatures.
Action ended 11:49:22: PublishFeatures. Return value 1.
Action start 11:49:22: PublishProduct.
Action ended 11:49:22: PublishProduct. Return value 1.
Action start 11:49:22: InstallFinalize.
Action ended 11:49:22: InstallFinalize. Return value 1.
Action ended 11:49:22: INSTALL. Return value 1.
Property(S): UpgradeCode = {A06D22E3-9130-E1AC-1B74-DF52CBFAED38}
Property(S): INSTALLFOLDER = C:\Program Files (x86)\GoToAssist Remote Support Unattended\
Property(S): ProgramFilesFolder = C:\Program Files (x86)\
Property(S): TARGETDIR = C:\
Property(S): ALLUSERS = 1
Property(S): ARPHELPTELEPHONE = +1-866-600-7205
Property(S): ARPNOMODIFY = 0
Property(S): ARPNOREPAIR = 1
Property(S): ARPPRODUCTICON = ProductIcon
Property(S): ARPURLINFOABOUT = www.logmein.com
Property(S): Manufacturer = LogMeIn, Inc.
Property(S): ProductCode = {D48A5C7E-47BA-811C-2429-0CFDF855F5FB}
Property(S): ProductLanguage = 1033
Property(S): ProductName = GoToAssist Remote Support Unattended
Property(S): ProductVersion = 5.2.1.883
Property(S): SecureCustomProperties = WIX_DOWNGRADE_DETECTED;WIX_UPGRADE_DETECTED
Property(S): MsiLogFileLocation = C:\Intel\G2A5log.txt
Property(S): PackageCode = {5BE4DEF3-5CC9-496B-8116-8E05A8715099}
Property(S): ProductState = 5
Property(S): REMOVE = ALL
Property(S): CURRENTDIRECTORY = C:\windows\system32
Property(S): CLIENTUILEVEL = 2
Property(S): CLIENTPROCESSID = 10720
Property(S): PRODUCTLANGUAGE = 0
Property(S): VersionDatabase = 300
Property(S): VersionMsi = 5.00
Property(S): VersionNT = 603
Property(S): VersionNT64 = 603
Property(S): WindowsBuild = 9600
Property(S): ServicePackLevel = 0
Property(S): ServicePackLevelMinor = 0
Property(S): MsiNTProductType = 1
Property(S): WindowsFolder = C:\windows\
Property(S): WindowsVolume = C:\
Property(S): System64Folder = C:\windows\system32\
Property(S): SystemFolder = C:\windows\SysWOW64\
Property(S): RemoteAdminTS = 1
Property(S): TempFolder = C:\Users\user\AppData\Local\Temp\
Property(S): CommonFilesFolder = C:\Program Files (x86)\Common Files\
Property(S): ProgramFiles64Folder = C:\Program Files\
Property(S): CommonFiles64Folder = C:\Program Files\Common Files\
Property(S): AppDataFolder = C:\Users\user\AppData\Roaming\
Property(S): FavoritesFolder = C:\Users\user\Favorites\
Property(S): NetHoodFolder = C:\Users\user\AppData\Roaming\Microsoft\Windows\Network Shortcuts\
Property(S): PersonalFolder = C:\Users\user\Documents\
Property(S): PrintHoodFolder = C:\Users\user\AppData\Roaming\Microsoft\Windows\Printer Shortcuts\
Property(S): RecentFolder = C:\Users\user\AppData\Roaming\Microsoft\Windows\Recent\
Property(S): SendToFolder = C:\Users\user\AppData\Roaming\Microsoft\Windows\SendTo\
Property(S): TemplateFolder = C:\ProgramData\Microsoft\Windows\Templates\
Property(S): CommonAppDataFolder = C:\ProgramData\
Property(S): LocalAppDataFolder = C:\Users\user\AppData\Local\
Property(S): MyPicturesFolder = C:\Users\user\Pictures\
Property(S): AdminToolsFolder = C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Administrative Tools\
Property(S): StartupFolder = C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup\
Property(S): ProgramMenuFolder = C:\ProgramData\Microsoft\Windows\Start Menu\Programs\
Property(S): StartMenuFolder = C:\ProgramData\Microsoft\Windows\Start Menu\
Property(S): DesktopFolder = C:\Users\Public\Desktop\
Property(S): FontsFolder = C:\windows\Fonts\
Property(S): GPTSupport = 1
Property(S): OLEAdvtSupport = 1
Property(S): ShellAdvtSupport = 1
Property(S): MsiAMD64 = 15
Property(S): Msix64 = 15
Property(S): Intel = 15
Property(S): PhysicalMemory = 4094
Property(S): VirtualMemory = 2160
Property(S): AdminUser = 1
Property(S): MsiTrueAdminUser = 1
Property(S): LogonUser = 
Property(S): UserSID = 
Property(S): UserLanguageID = 2057
Property(S): ComputerName = 
Property(S): SystemLanguageID = 2057
Property(S): ScreenX = 1024
Property(S): ScreenY = 768
Property(S): CaptionHeight = 19
Property(S): BorderTop = 1
Property(S): BorderSide = 1
Property(S): MsiTabletPC = 1
Property(S): TextHeight = 16
Property(S): TextInternalLeading = 3
Property(S): ColorBits = 32
Property(S): TTCSupport = 1
Property(S): Time = 11:49:22
Property(S): Date = 18/03/2021
Property(S): MsiNetAssemblySupport = 4.8.3752.0
Property(S): MsiWin32AssemblySupport = 6.3.18362.1139
Property(S): RedirectedDllSupport = 2
Property(S): MsiRunningElevated = 1
Property(S): Privileged = 1
Property(S): COMPANYNAME = 
Property(S): Installed = 00:00:00
Property(S): DATABASE = C:\windows\Installer\7cf3.msi
Property(S): OriginalDatabase = C:\windows\Installer\7cf3.msi
Property(S): UILevel = 3
Property(S): Preselected = 1
Property(S): ACTION = INSTALL
Property(S): ROOTDRIVE = C:\
Property(S): CostingComplete = 1
Property(S): OutOfDiskSpace = 0
Property(S): OutOfNoRbDiskSpace = 0
Property(S): PrimaryVolumeSpaceAvailable = 0
Property(S): PrimaryVolumeSpaceRequired = 0
Property(S): PrimaryVolumeSpaceRemaining = 0
Property(S): INSTALLLEVEL = 1
MSI (s) (84:B8) [11:49:22:780]: Product: GoToAssist Remote Support Unattended -- Removal completed successfully.

MSI (s) (84:B8) [11:49:22:781]: Windows Installer removed the product. Product Name: GoToAssist Remote Support Unattended. Product Version: 5.2.1.883. Product Language: 1033. Manufacturer: LogMeIn, Inc.. Removal success or error status: 0.

=== Logging stopped: 18/03/2021  11:49:22 ===
Mark_Jenkins
Active Contributor

Re: G2A5 Uninstall Doesn't work

We have found that after any uninstall from taskbar icon or programs menu.  You then need to disable the services and reboot. Then remove the services from the registry and then remove all GTA folders. After a reboot then you can go and reinstall.

 

This has resloved some of the issues we have been having with clients offline and after last version update.

 

IMHO When updates are done or if a reinstall is done without the above steps then the client will have issues as we see multiple folders under Program Files (x86) - GTA Remote Support Unattended with what I belive to be device numbers.