topic Re: Cannot uninstall virtual netword adapter, can't update the VPN client in SASE and Remote Access

Cannot uninstall virtual netword adapter, can't update the VPN client

wizardgsz — Mon, 04 Jan 2021 19:15:02 GMT

Hello,

while updating from E81.10_CheckPointVPN.msi to latest E84.30, your setup halts in "uninstalling adapters" step.

How may I proceed to update the software and uninstall old release?

This solution did not help, moreover your software is not listed in actually installed app (even if I find it in "Program Files" folder):

How to uninstall Endpoint Security Client from SafeMode

Regards and thanks.

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

wizardgsz — Mon, 04 Jan 2021 20:35:12 GMT

Moreover: I have no more CheckPoint virtual adapter listed in Device Manager. It seems your setup cannot handle the uninstallation of your same old product but why? I cannot install the new program and I cannot update it to latest version.

Thanks again for your kind help!

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

PhoneBoy — Mon, 04 Jan 2021 20:36:34 GMT

Please try the patch here before uninstalling https://www.checkpoint.com/fix

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

wizardgsz — Mon, 04 Jan 2021 20:37:57 GMT

Thanks but I cannot use it anymore. It says: you have no installed program.

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

wizardgsz — Mon, 04 Jan 2021 20:38:53 GMT

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

wizardgsz — Mon, 04 Jan 2021 20:41:13 GMT

Do you need any log file to further investigate the errors of your setup program?

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

PhoneBoy — Mon, 04 Jan 2021 20:43:25 GMT

I recommend engaging with the TAC ASAP here.

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

wizardgsz — Mon, 04 Jan 2021 21:31:52 GMT

Unfortunately I cannot engage TAC as I am a supplier and not your customer.

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

PhoneBoy — Tue, 05 Jan 2021 01:08:03 GMT

I think for this issue, we are helping people via TAC even if not a customer.
Otherwise @Lior_Arzi any suggestions on how to get out of this situation?

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

Dorit_Dor — Tue, 05 Jan 2021 02:39:57 GMT

Please do contact our technical services. We have people on duty assigned to assist issues related to this problem beyond the normal support contract condition. They are the fastest way to assist you.

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

Alex_Sazonov — Tue, 05 Jan 2021 07:32:37 GMT

Can you pleases say if it's correct that you had Check Point VPN installed (Option number 2 in the Standalone VPN installation wizard)?

If so this version is not affected by the 1.1.2021 issue.

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

ED — Tue, 05 Jan 2021 08:07:49 GMT

Hi @wizardgsz

I have encountered this problem myself. The uninstallation never finished completely and after a reboot it was gone from the installed applications while the VPN client was still there. My solution:

1. Search for the Check Point VPN client and start it up if it's not already automatically started. Right click and choose About so that you can see which version you have.

2. Download the installation file for that same version and run installation. That will get your VPN client back under installed applications. I think it will reboot.

3. Run the official fix from Check Point https://supportcenter.checkpoint.com/supportcenter/portal?action=portlets.DCFileAction&eventSubmit_doGetdcdetails=&fileid=111859

4. After a reboot again find the VPN client under installed apps and choose change -> remove. Hope this helps you.

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

TimC — Tue, 05 Jan 2021 08:19:56 GMT

Same issue!

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

_Val_ — Tue, 05 Jan 2021 08:51:07 GMT

Look into sk171213. If not helpful, open a support case with TAC

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

wizardgsz — Tue, 05 Jan 2021 11:44:18 GMT

The product installed in 2019 has GUID ******* Product: {0197506D-1A8A-4030-906E-A9A5C7AC6C6E}

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

wizardgsz — Tue, 05 Jan 2021 11:47:10 GMT

Unfortunately they told me I cannot open a TAC.

Please can you double check it?

SR#6-0002486439 CheckPoint VPN uninstall error [ ref:_00D209OX._500672GU1Cp:ref ]

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

wizardgsz — Tue, 05 Jan 2021 11:48:13 GMT

Thanks a lot but I cannot directly open a TAC for myself:

SR#6-0002486439 CheckPoint VPN uninstall error [ ref:_00D209OX._500672GU1Cp:ref ]

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

wizardgsz — Tue, 05 Jan 2021 11:51:22 GMT

Thanks for you kind hint!

Unfortunately I cannot run the VPN client, it says it is not installed. Anyhow I run the same installation program I had and it halts in "endless loop" while removing virtual network as the newest release.

Kind regards and thanks again...

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

wizardgsz — Tue, 05 Jan 2021 11:54:35 GMT

Unfortunately I cannot run it as already stated and I cannot open a TAC: your colleague replied my email they cannot help and I can't open a TAC as I am not your customer but supplier.

Re: Cannot uninstall virtual netword adapter, can't update the VPN client

Dorit_Dor — Tue, 05 Jan 2021 14:24:02 GMT

As i wrote above: Please do contact our technical services. We have people on duty assigned to assist issues related to this problem beyond the normal support contract condition and beyond the question if you are a customer.

They are the fastest way to assist you.

if you failed, share real mail and phone number w Valeri or me in private and we will get support to contact you - i am confident that its solvable but it requires online session