Error "Account Already Exists" When Uninstalling/Installing

[Sheri_Steeves]

Hello,

I have a client trying to uninstall our product built with InstallAware.

When he tries to run the uninstall from the Uninstall a program panel or by running our setup with the uninstall commands he gets the error message: "The specified account already exists" and the uninstall fails.

He gets the same message when running the install for an updated version of our product, which also tried to remove the previous version.

Enabling logging shows me this(I replaced some customer info with XXXXXXX):

Removing from Control Panel and trying to install the new version both give this in the log file:

MSI (s) (E4:38) [16:55:11:532]: SOURCEDIR ==> C:\Users\administrator.XXXXXXX\AppData\Local\Temp\mia1MSI (s) (E4:38) [16:55:11:532]: SOURCEDIR product ==> {5659F4A8-2B00-47C5-AFDF-A0919CA66D79}
MSI (s) (E4:38) [16:55:11:534]: SECREPAIR: CryptAcquireContext succeeded
MSI (s) (E4:38) [16:55:11:535]: Using cached product context: User non-assigned for product: 8A4F956500B25C74FAFD0A19C96AD697
MSI (s) (E4:38) [16:55:11:535]: Determining source type
MSI (s) (E4:38) [16:55:11:536]: Note: 1: 2203 2: C:\Users\administrator.XXXXXXX\AppData\Local\Temp\mia1\pntifsetup_11.0.001.msi 3: -2147287038
MSI (s) (E4:38) [16:55:11:537]: Note: 1: 1316 2: C:\Users\administrator.XXXXXXX\AppData\Local\Temp\mia1\pntifsetup_11.0.001.msi
MSI (s) (E4:38) [16:55:11:537]: SECREPAIR: Error determining package source type
MSI (s) (E4:38) [16:55:11:538]: SECUREREPAIR: SecureRepair Failed. Error code: 524F10944B8
Error 1316. The specified account already exists.

MSI (s) (E4:38) [16:55:16:712]: Note: 1: 2205 2: 3: Error
MSI (s) (E4:38) [16:55:16:713]: Note: 1: 2228 2: 3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 1709
MSI (s) (E4:38) [16:55:16:714]: Product: TIFF Image Printer 11.0 -- Error 1316. The specified account already exists.


It is interesting that is is version 11.0.002 of the software that is installed, but it looks like it is looking to uninstall the 11.0.001 version??

Do you have any idea how to fix this error?

Thanks,

Sheri

[FrancescoT]

Dear Sheri,

this is probably caused by a damaged/altered image of the installed package.

You may try to run a REPAIR of the existing installation (via maintenance mode) or eventually, you may try if "Microsoft Fix It" may help you (...I am not quite sure if this tool is still available). https://support.microsoft.com/en-us/help/2970908/how-to-use-microsoft-easy-fix-solutions

Hope it helps you.

Regards

[Sheri_Steeves]

Francesco,

Thanks for the reply. I did find reference to the Microsoft Fixit installer for this type of situation yestarday as part of my "Googling". The client was able to try it last night and that resolved the issue.

The actual tool that we uses was this:

https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed

It is not is the list of Fixit programs anymore.

Thanks,

Sheri

[FrancescoT]

Dear Sheri,

many thanks for sharing such useful info.

Regards