Unable to uninstall SmartWare from my PC

Dear Forum Users,

Today I bought a WD 500GB usb 3.0 passport drive. I installed the software which it was bundled with called WD SmartWare, but later decided that I would prefer to remove it.

Now when I go to “Programs and Features” and click uninstall, at some point I get an error message saying:

“There is a problem with the Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.”

At this point I am presented only with the option to click “OK” after which the uninstall proccess “rolls back” and the window closes with the software still on my PC.

My OS is Windows 7 Ultimate x64 build 7600.

Please help me to resolve this issue!

Thanks,

nanquan

Try the free Revo uninstaller http://www.revouninstaller.com/revo_uninstaller_free_download.html

Joe

Joe_S,

Thank you for the advice, but it’s a no go. I downloaded and installed Revo uninstaller and it didn’t even list the “WD SmartWare” in the list of installed programs. Even though it does show it in “Programs and Features” vie the control panel, but like I said it won’t let me uninstall from there.

Any other advice?

Anyone else?

Thanks!!

Do you have a system restore point from before installing the Smartware?

Joe

I concur about using the Windows System Restore function to return your computer to a point prior to installing SmartWare.  We do not have a separate installer so that is the only way to remove SmartWare if the Windows uninstaller fails.

If the system restore point doesn’t work the only thing I can think of is to disable antivirus and other securtiy software and reinstall. Some software has install problems with anti virus. Maybe it will replace what was missing. Then boot into safe mode and try to uninstall again. One last thing is your windows fully updated?

Joe

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@Joe_S:

I did indeed have a system restore point from before the WD SmartWare installation, however when attempting to restore I got a blue screen error. When trying to do the same from the Windows 7 Startup CD Recovery Menu, there was no blue screen but I did get a non specific error about there being a problem with the system restore process and then it would stop. Testing with other restore points AFTER the WD SmartWare installation yields no problems. Strange.

As of now I no longer have a restore point from before the WD SmartWare uninstallation. It was deleted automatically when new restore points were created by the system.

I also tried your suggestion and uninstalled my ESET NOD32 anti-virus, and also disabled my Comodo Firewall (my only two security programs), then tried to setup the program again from the msi file, but it wouldn’t do anything. The setup window would pop-up and say “Gathering required information” and then would close after a couple of seconds. The only thing I could try was clicking on “Repair” from the “Programs and Features” menu, which did indeed complete properly, but still it didn’t help. Couldn’t uninstall.

@WDJeremy:

I realize that you do not have a separate uninstaller for the program, but can you speculate/elaborate on what may have caused this issue? Is there any way I can do a manual uninstall by using MSIzap and then manually delete all the programs registry entries? Can you provide me with all the program’s registry location entries?

I looked up the error code text, and apparently this is error number “1722”. There are many references to it online, but not any clear solution, some solutions are offered but are program specific so they do not apply here.

Here’s another interesting phenomenon:

The SmartWare version I have is 1.4.1.1

I downloaded the updater to version 1.4.3.4 in hopes that it would fix whatever was wrong with the installation and then I could uninstall the program. I ran it, setup was succesful and I was prompted to restart. I restart, then upon windows logon you get a black screen and a window with command prompt open with nothing in it. After a couple of minutes the empty command prompt window closes automatically and windows continues to load normally.

Upon checking the version, it is still 1.4.1.1!!

It seems that the installation cannot be affected by anything. You cannot remove it and you cannot even update it.

Any ideas?

Thanks!!

There is a smartware set up  that allows you to modify repair or remove smartware. I have the instructions look for smartware setup(x86) 

_ @Lawrence: _

I have this file “WD SmartWare Setup (x86).msi”, however since my system is x64 bit I originally setup from the x64 bit version of the installer (“WD SmartWare Setup (x64).msi”).

In any case there doesn’t seem to be much difference between them. No special remove dialog window like you suggested so I’m not sure what you meant. Even an official employee at WD above (WDJeremy) said they don’t have an uninstaller for it.

Thanks anyway!

I keep trying to upload the instructions I developed but I cant if you would provide me with your email I will send you pictures of the unistallation process and you can also post it for me for others to see

1 Like

Hey Lawrence,

I sent you my e-mail as a PM. Thanks for the help!!

nanquan

ok nanquan I sent the reply to your email its a DOCX file

1 Like

Lwrence,

Thanks for your willingness to help man, but unfortunately those instructions were not relevant to me. You see as I described, I cannot even re-run the original setup file. It simply doesn’t work. Just opens up a window saying “gathering required information” and then after a couple of seconds would close and setup will not continue.

Something’s really majorly [deleted] up here. NOTHING will work… it’s like this program is a root kit virus or something. You can’t even update it with it’s own official updater. Still no response from official WD staff about this… hope they’ll be on this soon!

Thanks,

nanquan

Finally! Success! :smiley:

After days of searching the web trying to figure it out, the answer was already on my computer all along!

I have a program installed called “Ausologics SpeedBoost” which is basically a collection of several scanners for cleaning registry/junk files/disk defrag etc. BUT! It also comes with some very powerful utilities, one of which is an uninstaller utility!

From there I had an option of doing a"forced uninstall" which basically removed all the registry entries for WD SmartWare and then I had to remove the files that were in Program Files manually. Needless to say this did the trick and after a restart the program was officially uninstalled.

I then tried reinstalling SmartWare again just to see what heppens, and it installed successfully this time. I then proceeded to uninstall it from the “Programs and Features” window, and it uninstalled properly this time on it’s own without any problems!

Finally I am FREE of this issue!!!

I still have no idea what caused the corrupted installation in the first place, but I guess that’s for WD to figure out since it’s their installer. If anyone else experiences this issue I hope they find this post helpful!

Anyway thanks for all the people who tired to help, appreciate it very much! Joe_S you were in the right direction with the uninstaller advice, just not the right uninstaller :wink:

Thanks again!

nanquan

2 Likes

Hi there

I’m currently experiencing the same prob as you!

Could you give more details on the uninstalling part? Did you use a trial or Full version of the program?

Thanks!

Gents, Just to let this forum know that I had the same issue when trying to run the WD Software Upgrader (v 1.4.3.4) and when trying to uninstall the WD Smartware. I have a new My Passport essential se 1 TO USB 3/2 and my OS is Windows Vista and I went through the same steps as nankan to try and solve the issue with no success, but after 3 days I bumped to nankan solution which I followed successfully. It looks like it’s mandatory to force deleting former WD Smartware with Auslogics Bootspeed or else and manually delete the WD progam files before you can re-install it. Any other way to do it will be appreciated in case it would happen again. Who knows ? Richard

I apparently have a simlar, if not the same issue described here.  I don’t recall ever installing SmartWare, but there is a task running with that name after plugging in the WD drive to the USB port.  I am on XP with SP 3, and I cannot remove the WD drive until I first terminate that task.  I have nothing in XP’s uninstall menu that points to anything WD related, not is there anything in the Programs folder.  I am guessing it is loaded when I plug the drive into the USB port.  A that time I get a hardware install error, but the drive is useable, and I am limping along until I can figure out how to resolve this, as there is nothing to uninstall that I can see.

I might be able to guide you for a solution if you provide me the following details.

  1. Your WD Drive model
  2. Are you using password lock feature?
  3. If not, can you see the VCD with another drive letter?
  4. Have you updated drive firmware?
  5. How bad you want to get rid of this application?
  6. Are you using front USB connections?

Make sure to answer all these questions on this thread and PM me if you need to get my attention without a delay.

WD support is able to help when you are not able to uninstall the Smartware Software.  I would advise calling support.  The US support phone number is 800.275.4932.  You can find all of the support options via the following page: http://support.wdc.com/contact/index.asp?lang=en

kgbj69 wrote:

I apparently have a simlar, if not the same issue described here.  I don’t recall ever installing SmartWare, but there is a task running with that name after plugging in the WD drive to the USB port.  I am on XP with SP 3, and I cannot remove the WD drive until I first terminate that task.  I have nothing in XP’s uninstall menu that points to anything WD related, not is there anything in the Programs folder.  I am guessing it is loaded when I plug the drive into the USB port.  A that time I get a hardware install error, but the drive is useable, and I am limping along until I can figure out how to resolve this, as there is nothing to uninstall that I can see.

Go into Computer Management >> Services and Applications >> Services.  On the right, you will see a list of services on your comuter.  Scroll down to the one you’re having issues with, right-click, and choose stop.  That should stay that way until you manually start it up again.  See if that helps.  Also you could call in as Brandon recommends and get one of our agents to help you.