Can't install new, can't uninstall old

Hi, I just got a desperate call from my Brother. He said his current subscription of Retunil Pro is running out in a week or so, so he bought a renewal via paypal. When he tried to install, he says it tells him the old version has to be removed first. So he tried to uninstall via Add/Remove and it won't uninstall. When he clicks uninstall it just blinks. So he can't uninstall the old and he can't install the new. Does anyone have an idea what's wrong? Thanks in advance for any response.

 

This has helped me in your situation before...

Windows Installer CleanUp Utility 7.2

http://majorgeeks.com/download.php?det=4459

no longer supported (not to be used with ms office apps)

 

Thanks for your response. If I had the problem I would take your advice, but my Brother who isn't that computer savvy would probably implode his computer trying to use the app. He is 170 miles away so I can't really help either. I was looking for a simpler way to get him untangled. Something I might be able to walk him through over the phone.

 

Sounds like he's trying to uninstall while in virtual mode? Have him check to make sure all protections are disabled first.

 

I asked him if he had it turned off and he said he did. He said that he can't even access his existing copy of Returnil at this point.

 

If your feeling brave...
Once installed its a very simple interface
1click to open app
2select returnil from list (if its there)
3select remove (button on lower right i think)

4reinstall returnil

 

Hey guys, the ~ Snipped as per TOS ~ didn't have his existing copy of Returnil completely off. Buckslayr called it. I walked him through it and he's up and running with his renewal. I thank you all for everyone's help.

 

oops. Sorry for referring to my Brother that way. Sometimes he gets me going and I forgot where I was. Thanks again for the help to all.