How do I perform a clean uninstall and reinstall of the Hydraulic and Hydrology products?

Applies To 
Product(s): WaterGEMS, SewerGEMS, CivilStorm, StormCAD, PondPack, SewerCAD, HAMMER, WaterCAD
Version(s): CONNECT Edition, V8i
Area:  Installation
Original Author: Mark Pachlhofer, Bentley Technical Support Group

How To

How do I perform a clean uninstall and reinstall of the Hydraulics and Hydrology products?

Background

A "clean" reinstallation involves removing all traces of the product including registry entries if possible, then reinstalling. This can be used for troubleshooting machine-specific issues that may be due to files that are not completely removed from a standard Uninstallation.

Solution - Windows 7, Windows 8, Windows 10

These steps assume you're using Windows 7, 8 or 10.

1) Uninstall the application using the Windows uninstall procedure from the control panel > "Programs and Features" / "add or remove programs"

2) After it's done, browse to and delete the following folders, if they still exist.

Note:

  • "<UserName>" is your Windows user account (typically firstname lastname)
  • "<ProgramName>" is the name of the program of interest.

C:\Users\<UserName>\AppData\Local\Bentley\<ProgramName>

C:\Users\<UserName>\AppData\Roaming\Bentley\<ProgramName>

C:\Program Files (x86)\Bentley\<ProgramName>

C:\ProgramData\Bentley\<ProgramName>

C:\Users\<UserName>\Documents\Bentley\<ProgramName>  Note: Please make sure there are no model files that are needed in this location

3) If you are following these steps because of an installation issue, remove the following location (folder) from the Windows registry. See further below under "licensing cleanup" for more on using Regedit.

HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\<unique ID for product>


Where "<unique ID for product" is a unique set of characters where the installation information about the product is located. To find this, navigate to the root folder (up to "\Products\") and perform a search for the product name. FlowMaster is used an example in the screenshot below:

Please note that any changes made to the registry are permanent, so it's advisable that you speak to your IT professional when trying the steps below or make sure to back up your registry before hand. Also, be sure that you have your activation key handy, or copy it somewhere, from the License Management Tool > Tools > Options.

Note: if the above does not help remove traces of an old installation, you may need to run a third party installation cleanup utility to remove it. See also: 

https://support.microsoft.com/en-us/mats/program_install_and_uninstall

4) Download a new copy of the installer file using these directions . This will help assure that the copy of the installer package you have is not bad. Save it to your desktop, or a different location than you previously attempted.

If that doesn't resolve the issue or you are having Licensing Issue with the software please try the instructions below under "Licensing Cleanup".


Solution - Windows XP or Windows 2000

These steps assume you are using Windows XP or Windows 2000

1) Uninstall the application using the Windows uninstall procedure from the control panel > Add/Remove programs

2) After it's done  browse to and delete the following folders, if they still exist.

Note:

  • "<UserName>" is your Windows user account (typically firstname lastname)
  • "<ProgramName>" is the name of the program of interest.

C:Documents and Settings\<Username>\Local Settings\Application Data\Bentley\<ProgramName>

C:\Documents and Settings\<Username>\Application Data\Bentley\<ProgramName>

C:\Documents and Settings\All Users\Application Data\Bentley\<ProgramName>

C:\Program Files\Bentley\<ProgramName>

C:\Users\<UserName>\Documents\Bentley\<ProgramName>  Note: Please make sure there are no model files that are needed in this location

3) Download a new copy of the installer file using these directions . This will help assure that the copy of the installer package you have is not bad.

Licensing Cleanup

If the above doesn't resolve the issue or you are having Licensing Issue with the software please try the instructions below for a "clean out" of licensing related information.

Subscription Entitlement Service (formerly know as CONNECT Licensing) - version 10.02.XX.XX and greater

1) Locate the CONNECTION Client in your system tray and exit (right click > Exit)

2) Open Windows Task Manager (right click on an empty area of your task bar and choose Task Manager), click the Processes tab and end the task called Bentley.Licensing.service.exe (right click > End task)

3) Navigate to the following folder location: C:\Users\<your user name>\AppData\Local\Bentley\Licensing

4) Delete the file named LicenseService.db

5) Navigate to the following folder location: C:\Users\<your user name>i\AppData\Local\Bentley

6) Delete the file named MySELECT.db

7) Navigate to the following folder location: C:\Users\<your user name>\AppData\Local\Bentley\Licensing\FeatureDBsToUpload

8) Delete any CSV files in the folder.

9) Sign into the CONNECTION Client again (found in your Start menu or by reopening the OpenFlows Product).

10) Open the Bentley Licensing Tool from the Windows Start menu and run "Send Logs Now" from the Tools menu.

11) If needed, set your feature levels from Tools > Set Feature Levels.

See more about the Subscription Entitlement Service Here: Licensing OpenFlows products - Subscription Entitlement Service (CONNECT Licensing)


SELECTServer Licensing (version 10.01.XX.XX and earlier)

Please note that any changes made to the registry are permanent, so it's advisable that you speak to your IT professional when trying the steps below or make sure to back up your registry before hand. Also, be sure that you have your activation key handy, or copy it somewhere, from the License Management Tool > Tools > Options.


4) Open the registry by going to your start button and typing in "regedit" without the quotation marks into the search bar and then hit enter. You will need to have administrative permissions to write to the registry.

5) Browse to and delete the following registry locations if they exist:

HKEY_CURRENT_USER\Software\Bentley\Municipal Products Group
HKEY_CURRENT_USER\Software\Bentley\Licensing
HKEY_LOCAL_MACHINE\SOFTWARE\Bentley\Municipal Products Group
HKEY_LOCAL_MACHINE\SOFTWARE\Bentley\Licensing
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Bentley\Municipal Products Group
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Bentley\Licensing

6) Close the registry, re-enter the license information in the License Management Tool and Municipal License Administrator, then try to open the software.

See Also

Hydraulics and Hydrology Product Licensing (Activation) FAQs and Troubleshooting [TN]

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