Submit a ticketCall us

Webinar: Web Help Desk for HR, Facilities and Accounting Departments
This webinar will focus on use cases for HR, Facilities and Accounting.

Having a unified ticketing and asset management system for all the departments in your company can provide end-users with a seamless experience and make things easier for your IT team. Yet, with different business tasks and objectives, many departments don’t fully understand the capabilities of Web Help Desk and how the software can be customized for effective use in their departments.
Register Now.

Home > Success Center > Log & Event Manager (LEM) > Agent un-install error in LEM 6.3.1

Agent un-install error in LEM 6.3.1

Updated September 15, 2016

Overview

Upgrading LEM (appliance) to version 6.3.1 allows the agents to be upgraded to 6.3.1 from LEM. A bug was discovered in that prevents un-installing the Windows agent from Windows Programs and Features.

Error message:

Could not find a valid Java virtual machine to load.
You may need to re-install a supported Java virtual machine.

 

This will be fixed in the next version of the agent.

Environment

LEM 6.3.1, and agent version 6.3.1

Cause 

The agent un-install cannot find the new 'sand-boxed' Java 8, so it cannot un-install the agent.

Resolution

There are two options to resolve this:

Option 1:

  • Use the LEM remote agent un-installer, which can be performed from a separate Windows machine, or from the computer that the agent is installed on, or
  • Re-install the agent over-the-top of the existing Windows agent, using the latest Windows agent installer (local installer or remote installer).
    a. Be sure to right-click on the installer and select 'runas administrator' so the installer has the permissions to perform the un-install.
    b. Windows Programs and Features will now be able to un-install the agent.
    Local agent installer
    Remote agent installer

Option 2:

  • Stop the LEM Agent Service on the node via Windows Service manager i,e Services.msc
  • Delete the C:\Windows\Syswo64\ContegoSPOP
  • Run the Remote agent installer using the Run as administrator

 

Last modified
07:06, 23 Jun 2017

Tags

Classifications

Public