Message: "A Conflicting Carbonite Product is Installed"

Summary:

While installing a product in the Carbonite Safe Server Backup (CSSB) family, you may receive an error stating A conflicting Carbonite product is installed.

To avoid potential conflicts, the CSSB installer checks for existing CSSB installations. If it detects one, the installation aborts and an error message will be displayed. In some cases, the error will appear even though CSSB has been uninstalled, indicating the uninstallation was likely not completed and that some CSSB components may have to be manually removed. A cleanup tool is available to facilitate this process.

This article applies to:

Carbonite Plans	Products	Platforms
Power and Ultimate (Not sure?)	Carbonite Safe Server Backup (Not sure?)	Windows

Solution:

Please ensure that CSSB has been uninstalled from your system. If it has not been uninstalled, follow these steps to uninstall CSSB.

Once the previous version has been uninstalled, you'll be able to install CSSB. If the installation fails, use the CSSB Installation Cleanup Tool as outlined below.

CSSB Installation Cleanup Tool (click the link below matching your system to download):

• For 32-bit operating systems: CSBInstallCleanUp_x86.exe
• For 64-bit operating systems: CSBInstallCleanUp_x64.exe

After downloading the appropriate Cleanup Tool file, follow the steps to remove leftover registry settings and CSSB services. Please note that the amandabackup / CarboniteUser user, your backups on the local disk, your backups in the cloud, and any configuration settings will be preserved.

1. Open an elevated command prompt (Run as Administrator).
2. Navigate to the folder where you downloaded the install cleanup tool.
3. Run the tool by entering its name:
   1. For example, if you downloaded the file to the location C:\Users\[user name]\Downloads, you would run the following command: C:\Users\[user name]\Downloads\CSBInstallCleanUp_x[##].exe (replace [##] with 86 or 64 to match the file you downloaded above). Alternatively, you can change the command prompt to the parent directory using the change directory command, and then simply run CSBInstallCleanUp_x[##].exe.

After running the appropriate cleanup tool, you may attempt to reinstall CSSB. If, after running the CSSB Installation Cleanup Tool, the conflicting installation error persists, rerun the tool with the -D flag, i.e. CSBInstallCleanUp_x[##].exe -D. If the error still persists, run the Cleanup Tool again, using the -D flag, and reboot the server afterwards. A reboot will clean up any conflicting services or registry entries that are pending deletion.

If the installation of Carbonite Safe Server Backup still fails after following all of these steps, please contact customer care. Provide your customer care representative with the ZCBInstallLogFile.txt file, which can be found in the Windows %TEMP% folder.