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IAG client components uninstallation failure from desktop

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I have already written a blog post about IAG client components troubleshooting and my colleague Ben has a nice article that explains fixing installtion issues with IAG client components in a systematic way. However at times when client component setup is not done as per the recommendations and if you try to run multiple setups or try to remove them inconsistently it is possible that you might end up of having them broken and fail to uninstall them completely.

Certainly this blogpost is not suggesting you that these steps will always help but it will point you to possible areas where the issues could be in regards to IAG client componets uninstallation failure. So when you try to unistall IAG client component from Windows Add/ remove programs, it fails or you try to delete Whale Client components directory it fails then try follow the steps in this blogpost and hopefully it helps.

I would suggest you some generic steps that you need to try on desktop one by one and this should fix the uninstallation issue.

PS:

1- ensure that you first take backup as registry modification can cause system to get unstable

2- also ensure that you create Windows XP / Vista restore point before you proceed.

3- perform this troubleshooting also booting Windows in Safe Mode.

4- perform this action plan while you are logged on as local administrator on the machine.

I hope you have already followed the steps in this article:

https://support.microsoft.com/kb/955097

Scenario two is to stop the DMService and then try to unistall and it should work. I

f the above above suggested step doesn’t help then proceed :

Please ensure that you remove all Whale client component Active X from Internet explorer and I am aware of a good 3rd party tool that can help but feel free to use any tool of your preference:

https://www.softpedia.com/get/Security/Secure-cleaning/Active-XCavator.shtml

try to uninstall client components now . if this doesn’t help then proceed further:

First Approach:

1. Check the following registry key to find the uninstall string: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Whale Communications' Client Components 3.1.0

Usually it has following value:

"DisplayName"="Whale Communications' Client Components v3.7"

"UninstallString"="rundll32.exe C:\WINDOWS\\DOWNLO~1\WhlMgr.dll,UnInstall 3.1.0 63 0 1 3.7"

confirm if it is rundll32.exe C:\WINDOWS\DOWNLO~1\DM.0\WhlMgr.dll,

2. if file WhlMgr.dll is missing from folder C:\WINDOWS\DOWNLO~1\DM.0 copy it from working system and use this uninstall string to uninstall ….if it fails move next

3. Verify that the file WhlMgr.dll is present --> C:\WINDOWS\DOWNLO~1\DM.0 and used this uninstall string to uninstall but it failed with the same error.

4. Verify no ~\Program Files\Whale Communications directory exists. If it exists - delete it.

5. Open regedit and verify no [HKEY_LOCAL_MACHINE\SOFTWARE\WhaleCom] key exists. If it exists - delete it.

6. Go to C:\WINDOWS\SYSTEM32 and double click the following files:

WhlLSPBackup_1.reg

WhlNSPBackup_1.reg

Note you may have advanced numbers but double click only the _1 ones.

7. Reboot

8. WhlCompMgr.inf if not present in this client so in registry search the clsid={8D9563A9-8D5F-459B-87F2-BA842255CB9A}

9. Delete all the clsid={8D9563A9-8D5F-459B-87F2-BA842255CB9A} under HKLM and rebooted the box

10. After this use Offline Installer from the server (C:\Whale-Com\e-Gap\von\PortalHomePage\WhlClientSetup-All.exe).. and run the setup.

Second approach:

please delete all files under ~\Program Files\Whale Communications including this folder and also all the references to whale in registry

1. Check the following registry key to find the uninstall string: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Whale Communications' Client Components 3.1.0

Usually it has following value:

"DisplayName"="Whale Communications' Client Components v3.7"

"UninstallString"="rundll32.exe C:\WINDOWS\DOWNLO~1\WhlMgr.dll,UnInstall 3.1.0 63 0 1 3.7"

if it is rundll32.exe C:\WINDOWS\DOWNLO~1\DM.0\WhlMgr.dll,

2. Verify that the file WhlMgr.dll is present --> C:\WINDOWS\\DOWNLO~1\DM.0 and use this uninstall string to uninstall if it fails …move next

3. On IE Options / Programs tab / manager add-ons try to remove the add-on ...

4. Try to delete whlmgr.dll file under C:\Windows \Downloaded program files ... it you cant , .. unregistered the dll.. try again .. if doesn’t help , move nest

5. Reboot the machine and test .

6. Try installing the components again using offline installer from the server (C:\Whale-Com\e-Gap\von\PortalHomePage\WhlClientSetup-All.exe).. if it fails, move next.

7. Find classid in whlcompmgr.inf .. it should be clsid={8D9563A9-8D5F-459B-87F2-BA842255CB9A} …search it in the registry ..delete the keys after taking their backup.

8. Reboot the machine again.

9. Try to delete whlmgr.dll file under C:\Windows \Downloaded program files ....

10. Try uninstalling the dll from IE options ..

11. Try using Offline Installer again.

Comments

  • Anonymous
    April 14, 2011
    The comment has been removed
  • Anonymous
    January 30, 2014
    An old article but still applicable to Microsoft Forefront - I've been rebuilding PC's until now to fix this issue.