smartermail wont repair wont uninstall
Problem reported by paperandwood - 7/13/2017 at 8:50 AM
We have been facing some problems regarding a licensed and working copy of smarter-mail 15.5.6222 since it was initially installed 3 month ago, most importantly inaccessible Deleted Item folder and webmail loosing session with server continuously and so on.
When we try to repair with 15.5.6222 installation file it says "Error: -1605 This action is only valid for products that are currently installed".
When we try to repair (change) or uninstall from Programs and Features, we immediately see "1628: Failed to complete installation"
Preparing to uninstall manually I found KB titled "InstallShield Error -1603 When Upgrading SmarterMail" on portal.smartertools.com/kb/a2720/installshield-error-1603-when-upgrading-smartermail.aspx. I checked HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products but there is no key associated with SmarterMail.
1. What is the solution for repairing/uninstalling SmarterMail in this sort of situation?
2. How to uninstall SmarterMail manually in a safe manner?
SmarterMail is configured to work with Plesk for Windows and I have concerns not to damage Plesk.
Server is running on Windows server 2012 R2
I appreciate your prompt response.

4 Replies

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Employee Replied
Employee Post
Hello.  If a reboot of the server doesn't resolve your InstallShield1628 error, then I would recommend submitting a support ticket so that we can take a closer look into this.
paperandwood Replied
Thank you Rod,
I solved the problem.
For future reference: I installed SmarterMail on a fresh OS and moved the registry keys to main system. It needs some registry adjustments such as change in Temp folder addresses.
paperandwood Replied
Marked As Resolution
Problem: SmarterMail Repair/Uninstall fails with error code 1605 or 1628 when trying to uninstall old version and install updates.

Cause: This is because installer file (SmarterMail.msi) is extracted in Temp folder and right after finishing installation, it may be deleted, so when you want to repair/remove SmarterMail, the file cannot be found and SmarterMail installation exits with error codes 1605 or 1628.

Solution: Simplest way to resolve this problem:
  1. Find and download SmarterMail installer (the same version as currently installed)
  2. Run installer and stop right at the first confirm page.
  3. Go to your temp directory, in my case C:\Users\Administrator\AppData\Local\Temp\2\
  4. Find SmarterMail.msi and copy it somewhere outside temp directory
  5. Cancel and close installer
  6. Open RegEdit Find All "SmarterMail.msi"'s
  7. In LastUsedSource key, change source url to new created folder in step 4, keep every other things intact
  8. Repeat step 6 and 7 for all items found
  9. Close RegEdit and try Repair/Uninstall again

Obviously, you are doing these steps at your own risk.
Support Replied

I have been trying to upgrade from Smarter Mail 12.x to the latest build. I can see there are two installations namely SmarterMail and SmarterMail12_MSI.  I can uninstall SmarterMail12_MSI fine without any issues but I am unable to uninstall SmarterMail. It gives me the error message : "1628: Failed to complete installation".

I have tried the above steps given by paperandwood but on step 6,  even though I searched several times, I can't find such an entry in registry.

Has anyone experienced the same? Is there any solution for this?

Any help will be greatly appreciated.


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