APM 12.9 uninstall hangs, displaying that it is Uninstalling, or the last screen hangs, displaying Uninstallation complete, but the finish button never displays

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Article ID: 18472

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Updated On:

Products

CA Automation Suite for Data Centers - Configuration Automation CA Client Automation - Asset Management CA Client Automation - IT Client Manager CA Client Automation CA Client Automation - Remote Control CA Client Automation - Asset Intelligence CA Client Automation - Desktop Migration Manager CA Client Automation - Patch Manager CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

When attempting to uninstall APM 12.9 the install is hanging.

Environment

Windows server

Resolution

There should be a minimized icon in the system tray. Right mouse click on it and choose 'close window' to end the uninstallation.
Launch task manager and end the process setup.exe, if it is still running.

Verify the following components have been removed from the APM web and APM application servers:

  1. On APM Web server: launch IIS manager, and remove the 'APMWebSite'
  2. From Control Panel\Programs\Programs and Features, right mouse click on the component CommonAdministrationforServiceManagement and uninstall
  3. In explorer, remove the directory <drive>:\Program Files (x86)\CA\ITAM
  4. In the registry (regedit), remove the entry:
For older versions of Windows: HKEY_LOCAL_MACHINE\SOFTWARE\CA\Shared\ITAM
For Windows 2012 and newer versions: HKEY_LOCAL_MACHINE\Software\Wow6432Node\CA\Shared\ITAM

Note: The APM installer checks for this entry, and if present, launches the 'Repair/Uninstall' window.
If this key is not present, then reinstallation is allowed.

Restart the server(s), and APM is ready for reinstallation.