Remedy - Server - How to manually uninstall Remedy AR System Server from a Windows Server

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    BMC Remedy AR System Server



    QUESTION:

     
       How to manually uninstall Remedy AR System Server from a Windows Server. 


    ANSWER:

     

    Legacy ID:KA319523

       In some cases it may be necessary to manually remove Remedy from your system. If a regular uninstall fails or does not completely remove all of the Remedy components you can implement these steps to completely remove Remedy from the system.

    This will help to ensure you get a clean re-install if that is your goal.
    This method will involve editing of the Registry and should only be performed with the understanding that editing the Registry can have adverse affects on your system and that you do so at your own risk.

    Note:
    - In order to perform these steps the user needs to be the Administrator user of Windows or have full permissions to perform this activity.
    - Make sure in Windows a Restore Point is created before starting this procedure so it can always be rolled back to it.
    - Also make a backup of the current Windows Registry.
    - These steps will remove all BMC applications installed in the Windows server.
    - The AR Database instance either being locally installed or remotely installed will not be touched so it will remain as it is.
      If the the AR Database instance is required also to be deleted, please engage the DBA team to perform this operation.
    - Some of the steps may not be applicable depending the components originally installed (AR Portmapper, Tomcat, Flashboards, Atrium, etc....)

    The scenario used below shows the procedure on a Windows Server 2008 R2 64 Bit, AR System Suite v.9.1.00, Tomcat, Atrium, ITSM Suite having Oracle 12g locally installed.
    Having a different version of Windows Server some steps may differ in terms where in Windows locate certain components but the procedure will still apply.

    1. Open Control Panel > Administrative Tools > Services and stop all Remedy Services that are running including all instances of Tomcat (if only used by AR System and Atrium).

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    2- Removing the application directories.

         a) Using the Windows Explorer go to the directory where AR system is installed and where the main BMC Software folder is located.
             For example: C:\Program Files\

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         b) This folder contains all the BMC Software applications installed.
             Do: Right click > Delete > Yes

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             The following message may appear:
             "Do you want to permanently delete this folder? The folder contains items whose names are too long for the Recycle Bin."
             Press: Yes and folder will have been deleted.


         c) Delete also the folder Apache Software Foundation.

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         d) Inside the Program Files directory go into the folder called Common Files. There is a folder called AR System.

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             Delete this folder.

         e) Go to the main Windows Desktop and delete any icons like the BMC Atrium Integrator Spoon, for example.

         f) For username who originally installed the application and other users who may have used DevStudio, Import Tool, etc.... do the following:
             Go to: C:\Users\username  - For example C:\Users\Administrator
             Delete all the folders related to .pentaho, DataImportTool, DeveloperStudio ....

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             Then go to the AppData folder. Note: originally, this folder is not visible. Go to the Folder Options in Windows and under the View tap select: Show hidden files, folders and drives.
             Inside this folder go to the folder Local > Temp. Select everything and delete. Some of the files may be in use by other applications and cannot be deleted. This is ok and if being the case, these files should remain.

         g) Go to: C:\ProgramData\Microsoft\Windows\Start Menu\Programs using Windows Explorer and locate the folder BMC Software.

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             Delete this folder.


    3. Removing the application entries from the Windows Registry.
        Go to Start > Run > type regedit and click OK

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         a) Check HKEY_CLASSES_ROOT\\Local Settings\\Software\\Microsoft\\Shell\\MuiCache and delete the BMC related entries.

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         b) Check HKEY_CURRENT_USER\\SOFTWARE and locate the key Remedy. Select it and delete it.

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         c) Open HKEY_LOCAL_MACHINE\\SOFTWARE. Please note that it is very important that you make sure you delete only the Remedy keys and nothing else.
             Once you delete a key, you cannot restore it back unless you have made a copy.
             Highlight the Remedy key and then delete it.

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         d) Check in: HKEY_LOCAL_MACHINE\\SOFTWARE\\Microsoft\\Windows\\CurrentVersion\\Uninstall if there is any entry for Remedy and if that is the case, delete the key but only in the case that there is one listed.

         e) Look in the HKEY_LOCAL_MACHINE\\SOFTWARE\\Microsoft\\Windows NT\\AppCompatFlags\\Layers
             If any BMC applications are listed here delete these entries but make sure the entry called Default is left untouched!

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         f) Go to HKEY_LOCAL_MACHINE\\SOFTWARE\\Wow6432Node
              Delete the key Apache Software Foundation

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         g) Go to HKEY_LOCAL_MACHINE\\SOFTWARE\\Wow6432Node\\Microsoft\\Windows\\CurrentVersion\\Uninstall
             Delete the entries related to BMC applications.

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                and:
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                  For the Atrium Integrator.

         h) Go to HKEY_LOCAL_MACHINE\\SOFTWARE\\Wow6432Node
             Delete the Remedy key.

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         i) Go to HKEY_LOCAL_MACHINE\\SYSTEM\\ and check each individual ControlSet 

            HKEY_LOCAL_MACHINE\\SYSTEM\\ControlSet001\\Control\\Session Manager\\Environment
            Delete only the BMC applications related entries:

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            HKEY_LOCAL_MACHINE\\SYSTEM\\ControlSet001\\Services - Delete all the entries related to BMC Software applications.
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            HKEY_LOCAL_MACHINE\\SYSTEM\\ControlSet001\\Services\\EventLog\\Application
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            Check and perform the same in the following locations:
            HKEY_LOCAL_MACHINE\\SYSTEM\\ControlSet002\\Control\\Session Manager\\Environment
            HKEY_LOCAL_MACHINE\\SYSTEM\\ControlSet002\\Services
            HKEY_LOCAL_MACHINE\\SYSTEM\\ControlSet002\\Services\\EventLog\\Application
            and
            HKEY_LOCAL_MACHINE\\SYSTEM\\CiurrentControlSet\\Control\\Session Manager\\Environment
            HKEY_LOCAL_MACHINE\\SYSTEM\\CurrentControlSet\\Services
            HKEY_LOCAL_MACHINE\\SYSTEM\\CurrentControlSet\\Services\\EventLog\\Application


    4. Restart the Windows Server box.

    5- To finish with the process check and verify that no entries are present anymore in the Programs and Features console and neither in the Windows Services Console.

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    Article Number:

    000030258


    Article Type:

    FAQ/Procedural



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