Recently had a client that purchased BESR 2010 SBS Edition to go along with part of there new server install. After completing the migration BESR was installed successfully and required a restart. After a restart and launching the program it didn’t actually launch and instead went through installing itself again. After which the program was neither installed nor uninstalled (according to Add/Remove Programs)

To resolve this I had to manually uninstall the program using this guide: (Found Here: http://www.symantec.com/business/support/index?page=content&id=TECH55097&actp=search&viewlocale=en_US&searchid=1289389810913)

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
      • Symantec 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 SettingsAll UsersApplication DataSymantec sub-folder.
    • For Vista/2008: Navigate to ProgramDataSymantec 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 Symantec programs the need to be re-licensed)
    3. RPAM
    4. VProConsole
  5. Navigate to WindowsInstaller 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 technote: www.symantec.com/docs/TECH59612
    2. Note the GUID value use; it will be needed later.

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

  1. Delete Program files listing for BESR: (if present):
    • For 64-bit systems: Program Files (x86)SymantecBackup Exec System Recovery
    • For 32-bit systems: Program FilesSymantecBackup Exec System Recovery
  2. 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 StartRun.
    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_MACHINESOFTWAREWow6432Node location for the key):
      1. HKEY_LOCAL_MACHINESOFTWARESymantecBackup Exec System Recovery
      2. HKEY_LOCAL_MACHINESOFTWARESymantecLiveState System Recovery
      3. HKEY_LOCAL_MACHINESOFTWARESymantecInstalled Recovery Technology
      4. HKEY_LOCAL_MACHINESOFTWAREWow6432NodeSymantecRPAM
      5. HKEY_LOCAL_MACHINESOFTWAREWow6432NodeSymantecBEGLLogging
      6. HKEY_LOCAL_MACHINESOFTWAREWow6432NodeSymantecSymSnapLogging
      7. HKEY_LOCAL_MACHINESOFTWAREMicrosoftWindowsCurrent VersionUninstall{GUID.EN_US}
        1. See GUID value from main step 5-2 above.
      8. HKEY_LOCAL_MACHINESOFTWAREMicrosoftWindowsCurrentVersionInstallerUserDataS-1-5-18Products55<GUID>
      9. HKEY_LOCAL_MACHINESYSTEMCurrentControlSetServices
        1. Backup Exec System Recovery
        2. GenericMount Helper Service
        3. GenericMountService
        4. Symantec SymSnap VSS Provider
        5. symsnap
        6. SymSnapService
      10. HKEY_CLASSES_ROOTInstallerProducts55<GUID>
      11. HKEY_CLASSES_ROOTAppID<GUID>
      12. HKEY_LOCAL_MACHINESOFTWAREClassesAppID<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 Symantec Technical Support for assistance.

After rebooting the system allowed me to install the program but then had the issue where no Drives were displaying and these errors were logged in Event Viewer:

Error EC8F1780: Cannot successfully reconcile changes since last session.
Error EC8F1771: Cannot enumerate the current drives on this system.
Error E0BB0147: The operation ‘Snap Volume’ is not currently enabled for this Volume. (UMI:V-281-3215-6016)
Error EC8F1780: Cannot successfully reconcile changes since last session. Error EC8F1771: Cannot enumerate the current drives on this system. Error E0BB0147: The operation ‘Snap Volume’ is not currently enabled for this Volume. (UMI:V-281-3215-6016)
I tried all suggetions from all over the internet to resolve but in the end running the FixInstall.bat tool located here:
C:Program Files (x86)SymantecBackup Exec System Recovery
Reboot Required.

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