Lexis Nexis Bridger Insight XG SmartClient MSI

We use a program from Lexis Nexis called Bridger Insight. Normally this software is a simple "ClickOnce" type of program that will update itself. However, since we are in a Terminal Services environment with roaming profiles we have to use the MSI version.

When using the MSI version Lexis Nexis pretty much wipes their hands of any technical support saying you assume any risks when using this product. That's all good and dandy as I understand everybody's environment is different and trying to troubleshoot something can take a long time.

Over the weekend they had an update. Normally all that needs to be done is to run the new MSI. The MSI will usually uninstall the old version and then install the new version. This time it was throwing out "ERROR 1714. Call Tech support." when trying to remove the old version. I even tried uninstalling it using Add//Remove Programs.

Tech support wasn't much help, suggestion something I already did and then of course reiterating that I assume all responsibility when I went into the agreement for the MSI version...blah blah blah.

After some digging and using a 3rd party uninstaller I found 2 registry entries that are not removed when uninstalling the program:

HKEY_CURRENT_USER\Software\Microsoft\Installer\Features\ODBA2711A9D468F4A9E21433FF2120B0

HKEY_CURRENT_USER\Software\Microsoft\Installer\Products\ODBA2711A9D468F4A9E21433FF2120B0

HKEY_CURRENT_USER will be whatever user you used to install the program. In my case, Administator.

Once you delete that folder under Features and Products you can install the new MSI.

This now brings me to another subject (I'll be quick, I promise): Why don't software vendors support their products or at least try and make the install/uninstall smooth? It seems to me that no one wants to troubleshoot anything anymore. I competently understand that its getting harder to troubleshoot with so many different pieces nowadays but that's part of the job.