39807: Uninstalling Acronis Files Connect from a Cluster

Summary:

Some users may encounter problems when uninstalling Acronis Files Connect (formerly ExtremeZ-IP) if it was installed to a shared drive. If all instances of Acronis Files Connect are installed to the same location, uninstallation cannot be completed properly. Below are the steps to ensure that Acronis Files Connect has been uninstalled from the entire cluster system.

 

Description:

The steps below assume you have not already attempted to uninstall Acronis Files Connect and failed:

  1. Stop the Acronis Files Connect service on the cluster
  2. Remove Acronis Files Connect from the Cluster Administrator
  3. Run the uninstaller on a node in the cluster (node_1)
  4. Verify the all of the files have been removed from the install location
  5. Verify the following key has been removed from the node (node_1)
    HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\ExtremeZ-IP
  6. Verify Acronis Files Connect is removed from the Services Control Panel on the node (node_1)
  7. Manually remove the keys in step 5 from all other nodes

Note: The Services Control Panel will not update the list of services until the system is rebooted. This means you may have to reboot all other nodes after performing step 7. If Acronis Files Connect is present in the Services Control Panel you may not be able to re-install it to that particular node until rebooting.

Group Logic recommends always installing Acronis Files Connect to a local drive on all nodes.

Troubleshooting

Problem: When installing another version of Acronis Files Connect the installation fails
Solution: Open the Services Control Panel (Start -> Control Panel -> Administrative Tools -> Services)
Verify Acronis Files Connect is not "Started"
If it is "Started", stop the service
Retry the uninstallation

Problem: I try to uninstall Acronis Files Connect, but the uninstaller cannot be found
Solution: At this point the uninstaller was run under another node and has removed itself
Open the Services Control Panel (Start -> Control Panel -> Administrative Tools -> Services)
Verify Acronis Files Connect is not "Started"
If it is "Started", stop the service
Perform steps 5-7 on all nodes

Problem: In the Services Control Panel, Acronis Files Connect seems to be stuck in the "Stopping" or "Starting" state
Solution: From Cluster Administrator, stop the Acronis Files Connect resource
Remove the Acronis Files Connect Resource from Cluster Administrator
Reboot the node
Peform steps 3-7

Problem: The Acronis Files Connect Resource will not go "off-line" in the Cluster Administrator
Solution: Take the Cluster Group that the Acronis Files Connect Resource belongs to "off-line"
Reboot the node
In this "Off-line Pending" state the Group should not fail-over
Perform steps 2-7 when reboot is complete 

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