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

Document ID : KB000018472
Last Modified Date : 22/05/2018
Show Technical Document Details
Issue:
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.