article Unable to uninstall Dynatrace OneAgent on Windows in Troubleshooting https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/ta-p/212019 <H1 id="toc-hId-1846786847">Abstract</H1> <P>How to manually uninstall Dynatrace OneAgent on Windows hosts.</P> <H1 id="toc-hId--705370114">Problem</H1> <P>While trying to uninstall an old version of <SPAN>OneAgent</SPAN> on Windows you're getting an <STRONG>MSI error 1603</STRONG>.&nbsp;</P> <P>This generally happens if the old .msi package pertaining to the same old version has been removed or deleted from the machine. Windows installer requires the same MSI package to uninstall a product.&nbsp;</P> <P><A href="https://learn.microsoft.com/en-us/troubleshoot/windows-server/application-management/msi-installation-error-1603" target="_self">https://learn.microsoft.com/en-us/troubleshoot/windows-server/application-management/msi-installation-error-1603</A>&nbsp;</P> <H1 id="toc-hId-1037440221">Troubleshooting steps</H1> <P>To solve this issue, you must find the exact installer from a different machine or request Dynatrace to provide it to you. <U>Ensure that the version you're requesting is supported at that moment</U>, otherwise, it will require manual uninstallation from the machine.</P> <P><SPAN>If you do not have access to the MSI package yet, please manually uninstall OneAgent from the Windows host.</SPAN><BR /><SPAN>&nbsp;</SPAN><BR /><SPAN>Follow the steps below with admin rights or get help from a local Windows administrator to execute the steps:</SPAN></P> <H3><U>Manual uninstall of OneAgent in case of msi 1603 error:</U></H3> <P><BR /><SPAN>In the command prompt, please run the following command to find IdentifyingNumber<BR />&gt;wmic product where name='Dynatrace OneAgent'&nbsp;get IdentifyingNumber<BR /></SPAN></P> <P><SPAN>Follow the steps below with admin rights or get help from a local Windows administrator to execute the steps:<BR />After following the steps, in the last please remove all the registry entries with&nbsp;IdentifyingNumber</SPAN></P> <OL> <LI>Uninstall the agent (if uninstall does not work, see the manual cleanup procedure below)&nbsp;</LI> <LI>Reboot (to remove all the injected code)</LI> <LI>Delete the INSTALL_DIR<SPAN>&nbsp;</SPAN>and&nbsp;RUNTIME_DIR<SPAN>&nbsp;</SPAN>directories [1].<BR />Default INSTALL_DIR =<SPAN> <CODE>C:\Program Files\dynatrace\oneagent</CODE></SPAN><BR />Default RUNTIME_DIR =<SPAN> <CODE>%PROGRAMDATA%\dynatrace\oneagent</CODE></SPAN></LI> <LI>Delete the following subfolders in<SPAN>&nbsp;</SPAN><STRONG>%APPDATA%</STRONG>: <OL> <LI>OneAgent</LI> <LI>ruxit<SPAN>&nbsp;</SPAN>(if present)</LI> </OL> </LI> <LI>Delete <CODE>%SYSTEMDRIVE%\AI_RecycleBin</CODE><SPAN>&nbsp;</SPAN>(if present)</LI> <LI>Delete the following file: <CODE>%SystemRoot%\System32\drivers\oneagentmon.sys</CODE></LI> <LI>Using<SPAN>&nbsp;</SPAN>pnputil.exe, delete driver from DriverStore<BR /> <OL> <LI>Run&nbsp;pnputil.exe /enum-drivers</LI> <LI>Locate driver with the provider name<SPAN>&nbsp;</SPAN>Dynatrace LLC, note the "published name" (e.g. oem2.inf)</LI> <LI>Delete driver with<SPAN>&nbsp;</SPAN>pnputil.exe /delete-driver &lt;published name&gt;</LI> </OL> </LI> <LI>Delete the oneagentmon service:<BR /> <OL> <LI>Run<SPAN>&nbsp;</SPAN>sc stop oneagentmon</LI> <LI>Run&nbsp;sc delete oneagentmon</LI> <LI>If deleting the service with<SPAN>&nbsp;</SPAN>sc.exe<SPAN>&nbsp;</SPAN>fails for whatever reason, you can manually delete the service's registry key<SPAN>&nbsp;<CODE>HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\oneagentmon</CODE></SPAN><BR />In case you delete the key manually,<SPAN>&nbsp;</SPAN><U>be sure to reboot the machine after the last step</U>. Otherwise the service control manager will think the service still exists and re-creating it<SPAN>&nbsp;</SPAN><I>will</I><SPAN>&nbsp;</SPAN>fail if the machine is not rebooted in between.</LI> </OL> </LI> <LI>Remove WinPcap by running&nbsp;<CODE>C:\Program Files\WinPcap\uninstall.exe</CODE><SPAN>&nbsp;</SPAN>(note that the OneAgent uninstaller removes WinPcap but keeps uninstall.exe, this step will remove that as well)</LI> <LI>Reboot (optional) - needed for Windows to delete registry keys for paths that were removed.</LI> </OL> <H1 id="toc-hId--1514716740">Resolution</H1> <P>Hopefully, you will be able to uninstall the old OneAgent version by following the manual uninstallation steps.</P> <H1 id="toc-hId-228093595">What's next</H1> <P>However, if the steps provided did not work, please contact&nbsp;Product Specialist/Technical Support at Dynatrace,&nbsp;<SPAN>mention that this article was used, and provide the following in the ticket:</SPAN></P> <DIV class="p-client_container"> <DIV class="p-ia4_client_container"> <DIV class="p-ia4_client p-ia4_client--with-search-in-top-nav p-ia4_client--workspace-switcher-rail-visibletest p-ia4_client--sidebar-wide p-ia4_client--narrow-feature-on"> <DIV class="p-client_workspace_wrapper" role="tabpanel" aria-label="Dynatrace"> <DIV class="p-client_workspace" role="tabpanel" aria-label="DMs"> <DIV class="p-client_workspace__layout"> <DIV class="active-managed-focus-container" role="none"> <DIV class="p-view_contents p-view_contents--primary" tabindex="-1" role="dialog" aria-label="Conversation with Anton Konikov"> <DIV class="tabbed_channel__Abx5r"> <DIV class="tabbed_channel__Abx5r"> <DIV class="channel_tab_panel__zJ5Bt c-tabs__tab_panel c-tabs__tab_panel--active c-tabs__tab_panel--full_height" role="none" data-qa="tabs_content_container"> <DIV class="p-file_drag_drop__container"> <DIV class="p-workspace__primary_view_body"> <DIV class="p-message_pane p-message_pane--classic-nav p-message_pane--scrollbar-float-adjustment p-message_pane--with-bookmarks-bar" data-qa="message_pane"> <DIV role="presentation"> <DIV class="c-virtual_list c-virtual_list--scrollbar c-message_list c-message_list--floating c-message_list--dark c-scrollbar c-scrollbar--fade" role="presentation"> <DIV class="c-scrollbar__hider" role="presentation" data-qa="slack_kit_scrollbar"> <DIV class="c-scrollbar__child" role="presentation"> <DIV class="c-virtual_list__scroll_container" tabindex="-1" role="list" data-qa="slack_kit_list" aria-label="Anton Konikov (direct message, active)"> <DIV id="1734101723.604509" class="c-virtual_list__item" tabindex="0" role="listitem" aria-setsize="-1" data-qa="virtual-list-item" data-item-key="1734101723.604509"> <DIV class="c-message_kit__background p-message_pane_message__message c-message_kit__message p-message_pane_message__message--last" role="presentation" data-qa="message_container" data-qa-unprocessed="false" data-qa-placeholder="false"> <DIV class="c-message_kit__hover" role="document" aria-roledescription="message" data-qa-hover="true"> <DIV class="c-message_kit__actions c-message_kit__actions--above"> <DIV class="c-message_kit__gutter"> <DIV class="c-message_kit__gutter__right" role="presentation" data-qa="message_content"> <DIV class="c-message_kit__blocks c-message_kit__blocks--rich_text"> <DIV class="c-message__message_blocks c-message__message_blocks--rich_text" data-qa="message-text"> <DIV class="p-block_kit_renderer" data-qa="block-kit-renderer"> <DIV class="p-block_kit_renderer__block_wrapper p-block_kit_renderer__block_wrapper--first"> <DIV class="p-rich_text_block" dir="auto"> <UL class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="1" data-border-radius-top-cap="0"> <LI data-stringify-indent="0" data-stringify-border="1">direct URL to the impacted host</LI> <LI data-stringify-indent="0" data-stringify-border="1">version of the OneAgent installed on the host</LI> <LI data-stringify-indent="0" data-stringify-border="1">what steps were performed</LI> </UL> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> Mon, 03 Mar 2025 14:00:00 GMT nadeem_m 2025-03-03T14:00:00Z Unable to uninstall Dynatrace OneAgent on Windows https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/ta-p/212019 <H1 id="toc-hId-1846786847">Abstract</H1> <P>How to manually uninstall Dynatrace OneAgent on Windows hosts.</P> <H1 id="toc-hId--705370114">Problem</H1> <P>While trying to uninstall an old version of <SPAN>OneAgent</SPAN> on Windows you're getting an <STRONG>MSI error 1603</STRONG>.&nbsp;</P> <P>This generally happens if the old .msi package pertaining to the same old version has been removed or deleted from the machine. Windows installer requires the same MSI package to uninstall a product.&nbsp;</P> <P><A href="https://learn.microsoft.com/en-us/troubleshoot/windows-server/application-management/msi-installation-error-1603" target="_self">https://learn.microsoft.com/en-us/troubleshoot/windows-server/application-management/msi-installation-error-1603</A>&nbsp;</P> <H1 id="toc-hId-1037440221">Troubleshooting steps</H1> <P>To solve this issue, you must find the exact installer from a different machine or request Dynatrace to provide it to you. <U>Ensure that the version you're requesting is supported at that moment</U>, otherwise, it will require manual uninstallation from the machine.</P> <P><SPAN>If you do not have access to the MSI package yet, please manually uninstall OneAgent from the Windows host.</SPAN><BR /><SPAN>&nbsp;</SPAN><BR /><SPAN>Follow the steps below with admin rights or get help from a local Windows administrator to execute the steps:</SPAN></P> <H3><U>Manual uninstall of OneAgent in case of msi 1603 error:</U></H3> <P><BR /><SPAN>In the command prompt, please run the following command to find IdentifyingNumber<BR />&gt;wmic product where name='Dynatrace OneAgent'&nbsp;get IdentifyingNumber<BR /></SPAN></P> <P><SPAN>Follow the steps below with admin rights or get help from a local Windows administrator to execute the steps:<BR />After following the steps, in the last please remove all the registry entries with&nbsp;IdentifyingNumber</SPAN></P> <OL> <LI>Uninstall the agent (if uninstall does not work, see the manual cleanup procedure below)&nbsp;</LI> <LI>Reboot (to remove all the injected code)</LI> <LI>Delete the INSTALL_DIR<SPAN>&nbsp;</SPAN>and&nbsp;RUNTIME_DIR<SPAN>&nbsp;</SPAN>directories [1].<BR />Default INSTALL_DIR =<SPAN> <CODE>C:\Program Files\dynatrace\oneagent</CODE></SPAN><BR />Default RUNTIME_DIR =<SPAN> <CODE>%PROGRAMDATA%\dynatrace\oneagent</CODE></SPAN></LI> <LI>Delete the following subfolders in<SPAN>&nbsp;</SPAN><STRONG>%APPDATA%</STRONG>: <OL> <LI>OneAgent</LI> <LI>ruxit<SPAN>&nbsp;</SPAN>(if present)</LI> </OL> </LI> <LI>Delete <CODE>%SYSTEMDRIVE%\AI_RecycleBin</CODE><SPAN>&nbsp;</SPAN>(if present)</LI> <LI>Delete the following file: <CODE>%SystemRoot%\System32\drivers\oneagentmon.sys</CODE></LI> <LI>Using<SPAN>&nbsp;</SPAN>pnputil.exe, delete driver from DriverStore<BR /> <OL> <LI>Run&nbsp;pnputil.exe /enum-drivers</LI> <LI>Locate driver with the provider name<SPAN>&nbsp;</SPAN>Dynatrace LLC, note the "published name" (e.g. oem2.inf)</LI> <LI>Delete driver with<SPAN>&nbsp;</SPAN>pnputil.exe /delete-driver &lt;published name&gt;</LI> </OL> </LI> <LI>Delete the oneagentmon service:<BR /> <OL> <LI>Run<SPAN>&nbsp;</SPAN>sc stop oneagentmon</LI> <LI>Run&nbsp;sc delete oneagentmon</LI> <LI>If deleting the service with<SPAN>&nbsp;</SPAN>sc.exe<SPAN>&nbsp;</SPAN>fails for whatever reason, you can manually delete the service's registry key<SPAN>&nbsp;<CODE>HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\oneagentmon</CODE></SPAN><BR />In case you delete the key manually,<SPAN>&nbsp;</SPAN><U>be sure to reboot the machine after the last step</U>. Otherwise the service control manager will think the service still exists and re-creating it<SPAN>&nbsp;</SPAN><I>will</I><SPAN>&nbsp;</SPAN>fail if the machine is not rebooted in between.</LI> </OL> </LI> <LI>Remove WinPcap by running&nbsp;<CODE>C:\Program Files\WinPcap\uninstall.exe</CODE><SPAN>&nbsp;</SPAN>(note that the OneAgent uninstaller removes WinPcap but keeps uninstall.exe, this step will remove that as well)</LI> <LI>Reboot (optional) - needed for Windows to delete registry keys for paths that were removed.</LI> </OL> <H1 id="toc-hId--1514716740">Resolution</H1> <P>Hopefully, you will be able to uninstall the old OneAgent version by following the manual uninstallation steps.</P> <H1 id="toc-hId-228093595">What's next</H1> <P>However, if the steps provided did not work, please contact&nbsp;Product Specialist/Technical Support at Dynatrace,&nbsp;<SPAN>mention that this article was used, and provide the following in the ticket:</SPAN></P> <DIV class="p-client_container"> <DIV class="p-ia4_client_container"> <DIV class="p-ia4_client p-ia4_client--with-search-in-top-nav p-ia4_client--workspace-switcher-rail-visibletest p-ia4_client--sidebar-wide p-ia4_client--narrow-feature-on"> <DIV class="p-client_workspace_wrapper" role="tabpanel" aria-label="Dynatrace"> <DIV class="p-client_workspace" role="tabpanel" aria-label="DMs"> <DIV class="p-client_workspace__layout"> <DIV class="active-managed-focus-container" role="none"> <DIV class="p-view_contents p-view_contents--primary" tabindex="-1" role="dialog" aria-label="Conversation with Anton Konikov"> <DIV class="tabbed_channel__Abx5r"> <DIV class="tabbed_channel__Abx5r"> <DIV class="channel_tab_panel__zJ5Bt c-tabs__tab_panel c-tabs__tab_panel--active c-tabs__tab_panel--full_height" role="none" data-qa="tabs_content_container"> <DIV class="p-file_drag_drop__container"> <DIV class="p-workspace__primary_view_body"> <DIV class="p-message_pane p-message_pane--classic-nav p-message_pane--scrollbar-float-adjustment p-message_pane--with-bookmarks-bar" data-qa="message_pane"> <DIV role="presentation"> <DIV class="c-virtual_list c-virtual_list--scrollbar c-message_list c-message_list--floating c-message_list--dark c-scrollbar c-scrollbar--fade" role="presentation"> <DIV class="c-scrollbar__hider" role="presentation" data-qa="slack_kit_scrollbar"> <DIV class="c-scrollbar__child" role="presentation"> <DIV class="c-virtual_list__scroll_container" tabindex="-1" role="list" data-qa="slack_kit_list" aria-label="Anton Konikov (direct message, active)"> <DIV id="1734101723.604509" class="c-virtual_list__item" tabindex="0" role="listitem" aria-setsize="-1" data-qa="virtual-list-item" data-item-key="1734101723.604509"> <DIV class="c-message_kit__background p-message_pane_message__message c-message_kit__message p-message_pane_message__message--last" role="presentation" data-qa="message_container" data-qa-unprocessed="false" data-qa-placeholder="false"> <DIV class="c-message_kit__hover" role="document" aria-roledescription="message" data-qa-hover="true"> <DIV class="c-message_kit__actions c-message_kit__actions--above"> <DIV class="c-message_kit__gutter"> <DIV class="c-message_kit__gutter__right" role="presentation" data-qa="message_content"> <DIV class="c-message_kit__blocks c-message_kit__blocks--rich_text"> <DIV class="c-message__message_blocks c-message__message_blocks--rich_text" data-qa="message-text"> <DIV class="p-block_kit_renderer" data-qa="block-kit-renderer"> <DIV class="p-block_kit_renderer__block_wrapper p-block_kit_renderer__block_wrapper--first"> <DIV class="p-rich_text_block" dir="auto"> <UL class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="1" data-border-radius-top-cap="0"> <LI data-stringify-indent="0" data-stringify-border="1">direct URL to the impacted host</LI> <LI data-stringify-indent="0" data-stringify-border="1">version of the OneAgent installed on the host</LI> <LI data-stringify-indent="0" data-stringify-border="1">what steps were performed</LI> </UL> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> </DIV> Mon, 03 Mar 2025 14:00:00 GMT https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/ta-p/212019 nadeem_m 2025-03-03T14:00:00Z Re: Unable to uninstall dynatrace OneAgent on Windows https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/212051#M176 <P>Been there, WILL do that, next time. I was like crazy looking for old packages in others hosts lol.</P> Fri, 12 May 2023 12:44:49 GMT https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/212051#M176 dannemca 2023-05-12T12:44:49Z Re: Unable to uninstall Dynatrace OneAgent on Windows https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/234104#M528 <P>This is very helpful! Thank you!</P> Thu, 11 Jan 2024 20:24:14 GMT https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/234104#M528 DavidRitter 2024-01-11T20:24:14Z Re: Unable to uninstall Dynatrace OneAgent on Windows https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/236723#M563 <P>Thanks for sharing! Briliant!</P> Fri, 09 Feb 2024 14:23:18 GMT https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/236723#M563 Romanenkov_Al3x 2024-02-09T14:23:18Z Re: Unable to uninstall Dynatrace OneAgent on Windows https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/246390#M681 <P>Hi,</P><P>For better results, it is advisable to run the following command in command prompt and get the identifying number:</P><P>wmic product where name='Dynatrace OneAgent'<SPAN>&nbsp;</SPAN>get IdentifyingNumber</P><P>After following the steps, in the last please remove all the registry entries with&nbsp;IdentifyingNumber</P><P>Br/Nadeem&nbsp;</P> Thu, 23 May 2024 11:53:23 GMT https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/246390#M681 nadeem_m 2024-05-23T11:53:23Z Re: Unable to uninstall Dynatrace OneAgent on Windows https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/255927#M731 <P>Hi, assume same instructions today?</P> Mon, 16 Sep 2024 17:59:29 GMT https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/255927#M731 Kenny_Gillette 2024-09-16T17:59:29Z Re: Unable to uninstall Dynatrace OneAgent on Windows https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/256010#M732 <P>Yes, it should still work.&nbsp;</P> Tue, 17 Sep 2024 07:09:21 GMT https://community.dynatrace.com/t5/Troubleshooting/Unable-to-uninstall-Dynatrace-OneAgent-on-Windows/tac-p/256010#M732 nadeem_m 2024-09-17T07:09:21Z