AIE 7.1 removal procedure from AR System and Windows.

by Subject Matter Experts (SME)

Author Daniel Hudsky 5/20/09
BMC Software Inc.

This procedure is an official white paper on how to remove AIE from hosted
systems. Its purpose is to document steps necessary to remove an AIE 7.1
application with the intent to do a clean install on AR Server 7.1

A full backup of the AR System database is strongly recommended before

attempting these steps. Additionally a backup is recommended after completion of
these steps.

Contents:
1. First steps. What to try first.
2. Removal of Services from Windows registry.
3. Removal of the application from AR Server.
1. First steps. What to try first.

In many cases AIE can be tricked to install again and work fine. This first step
should be tried first.

A. Open the AR User tool to search the SHARE:Application_Properties form and

search this string in the Application ID field:

{B8581106-863A-4F5A-BF4F-01BD8C9A31F9}

Modify the record where “Property Name” is “Version” to have the value for patch
number one count below the version you currently have. For example the value
“7.1.00 patch 006” (as shown here):

would become “7.1.00 patch 5” and so on. If you have patch 5, then you would
enter “7.1.00 patch 004” etc.
Save the record. Now try the installation of AIE 7.1.00 Patch 6 again. Test AIE
once completed and if it worked then that is all you had to do. If the above did not
work then AIE removal is required and full install will have to be done.

2. Full Removal from Windows.

Removal of AIE is a two step process. One procedure is to remove where AIE is
installed and the second procedure is done in the AR Server it self. This section
describes removal of the AIE Services on Windows.

1) Stop any AIE Services you have on any system related to the AR Server
which will be impacted by the removal.
2) Once stopped, remove the following directories:

C:\Documents and Settings\<Current User>\Local Settings\Temp\AieInstallLogs

and “C:\Program Files\BMC Software\BMC Atrium Integration Engine“

3. Open the Run command prompt and enter “regedit”:

Find the registry key:

“HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services”
There you will find one or more keys starting with “BMC Atrium Integration
Engine”.
4. Only delete all keys those starting with “BMC Atrium Integration Engine *”
under “HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services”

Do not try to remove the

“HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services” keys found under
the LEGACY keys.

Please note that the Windows Services UI will continue to have a reference to the
BMC Atrium Integration Engine service until the system is restarted. After the
restart of Windows the LEGACY section in the registry will purge the “BMC Atrium
Integration Engine*” keys as well and the Services UI will no longer show AIE as
an option to Stop/Start. AIE will be gone altogether from the operating system.
The next section talks about removing the BMC Atrium Integration Engine
application from the BMC Remedy AR Server.
Removing AIE from AR Server.

Important: Notify all users to exit the AR Admin tool and the AR User tool to
prevent any interaction with the AIE forms that are about to be removed! Not
doing so could cause data corruption. Systems where Configuration Discovery
Integration is used will be impacted as well. In such case it is strongly
recommended that AIE_configuration.arx (See AIE Admin Guide) is exported to
preserve your CDMAPPING records. Please contact BMC Atrium support group if
you need clarification. This document does not cover the impact to CDI.

To proceed with the removal please open the BMC Remedy Administrator and
select the AR Server name. From the toolbar select View by Form and type in EIE
as shown here:

From the list tree below the AR Server click “Applications” and find BMC Atrium
Integration Engine. Right click on “BMC Atrium Integration Engine”. Select “Delete”
from the options.
Say Yes to the “AR Warning 2143” and let it complete the removal. This will take a
couple of minutes. Please do not close the BMC Remedy Administrator until it
returns control over the UI to you.

When done please visit all links in the tree. Forms, Active Links, Filters and Menus
and delete any remaining objects that begin with the prefix EIE. Please use
caution with Menus to only delete those with the EIE prefix. Using view “By Form”
does not apply to menus and menus other than those with EIE will be shown.

Now return to the section 1 First Step at the beginning of this document and use
it to delete the records listed for AIE Application ID:

{B8581106-863A-4F5A-BF4F-01BD8C9A31F9}

You are done once this last step is completed. You can now proceed with a full
reinstall. Patch versions of AIE can be and should be used to reinstall. At the time
of this document was written AIE Patch 6 was the active AIE patch.

Thank you for your patience and making BMC your choice for the BMC Atrium
products.