How To: Performing a Complete Uninstall/Install - File backup

Article Number: 
380

Overview

A complete uninstall requires the removal of a folder in ProgramData, a registry folder, and the local storage folder (in some cases).  Examples in which a complete uninstall is necessary: 

  • A previous installation of the software is conflicting with a new installation (with a new or different license). The easiest way to tell if this is the case is to click on Help > About in the software and compare the Client ID and Archive GUID to the Client ID (License Key)/Archive GUID in the File Backup Portal. If they do not match, then a previous license's Archive GUID is still present on the system. 
  • The software installation did not complete correctly or the service will not start. Often this can coincide with a firewall or anti-virus program blocking the software, which will need to be resolved before installing the software again. See Firewall/AV/Internet Exceptions for File Backup and Recovery for assistance on making exceptions and exclusions to the firewall and/or anti-virus. 

 

Instructions

  1. Uninstall the software through Programs and Features (appwiz.cpl).
  2. Open up regedit and delete the below folder​.
    • HKEY_LOCAL_MACHINE\SOFTWARE\StorageCraft\File Based Backup
  3. Open up Windows Explorer (explorer.exe) and delete (or rename) the below folder. This folder will need to be deleted if the conflicting license issue, as mentioned in number one in the Overview, is occurring.
    • C:\ProgramData\StorageCraft\File Based Backup

Note: If the same license is being used, then this folder will need to be kept as the encryption certificates are located inside. Once the install is finished, the encryption certificates will need to be moved to the new folder, located here:
C:\ProgramData\StorageCraft\File Based Backup\properties\{Archive GUID is here}\Certificates

  1. If the conflicting license issue is occurring (as mentioned above), then the local storage folder will need to be deleted. The default location is located below, but this can be modified in the Portal or the software, so it may be located elsewhere.

C:\GRBData\local

  1. Install the software normally. If this is a conflicting license issue, then the backup license may be missing certificates. A new certificate request ticket may need to be opened. 
  2. Click on Tools > Certificates > Select... and verify that there is at least one certificate in the selection field. Close out of the window when finished.
  3. After the license is attached, click on Help > About and verify that the Client ID/License Key and the Archive GUID match what is in the File Backup Portal. 
  4. Run a backup scan by clicking on Tools > Start Backup Scan. If a message pops up saying "Scan in progress", go back to Tools and click on Cancel All Transfers. Verify that files are uploading correctly. 

If the software is still experiencing issues after following the above instructions, please open up a support case here

 

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