Troubleshooting de-installation of the NCP Secure Entry Client A quick guide to correcting de-installation / re-installation issues with builds 88 to 97
Document version 1.00 Using NCP Secure Entry Client v8.0 build 88-97 and newer releases
Prepared by: NCP Engineering GmbH Dombuehler Strasse 2, 90449 Nürnberg, Germany Phone: +49-911-99.68.0 Fax: +49-911-99.68.299
Network Communications Products engineering GmbH
Disclaimer Considerable care has been taken in the preparation of this quick guide, errors in content, typographical or otherwise may occur. If you have any comments or recommendations concerning the accuracy, then please contact NCP as desired. NCP makes no representations or warranties with respect to the contents or use of this quick guide, and explicitly disclaims all expressed or implied warranties of merchantability or use for any particular purpose. Furthermore, NCP reserves the right to revise this publication and to make amendments to the content, at any time, without obligation to notify any person or entity of such revisions and changes.
Copyright This quick guide is the sole property of NCP and may not be copied for resale, commercial distribution or translated to another language without the express written permission of NCP engineering GmbH, Dombühler Str.2, D-90449 Nürnberg, Germany.
Trademarks All trademarks or registered trademarks appearing in this manual belong to their respective owners. © 2004 NCP Engineering GmbH. All rights reserved. v1.00
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De-installation of the NCP Secure Entry Client v8.11 builds 88 to 97 Please note: If the NCP Secure Entry Client v8.11 builds 88 to 97 have already been updated by installing a newer build over an existing installation, then the problem has already been patched.
Problem Description When removing the NCP Secure Entry Client version 8.11 builds 88 to 97 from the system, Windows halts with a blue screen during the uninstall process, or the de-installation proceeds as one would expect; but then when the machine is rebooted, a blue screen appears just before the machine shuts down as shown in the figure below.
Figure 1: Bluescreen during reboot, or during de-installation
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Figure 2: Failure during boot A subsequent reboot of the machine, the OS may or may inform the user that something went wrong during the shutdown/booting procedure (see figure 2). Then one of three things may happen: i). The machine reboots, and everything is functioning normally. An installation of the NCP Secure Entry Client at a later time will proceed without any problems and will function properly. ii). The machine reboots, but the de-installation has not been completed properly, (this is when the bluescreen appears during the de-installation process). This is evident when the client shows up on the screen accompanied with an error message saying that "LAN Emulation Driver is currently not active!" and the Monitor shows "Limits have been exceeded!". See figures below.
Figures 3 & 4: Error messages
Simply run the de-installation routine again to remove the services and reboot the machine. The system should be restored to normal; if not please refer to the third scenario.
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Network Communications Products engineering GmbH iii). The machine reboots, but the system reports that it has recovered from a serious error. The de-installation procedure has failed to remove the driver correctly. Go to the Control Panel; and switch from Category View to Classic View and select System shown in the screenshot below.
Figure 5: Select System from the Control Panel in Classic View mode.
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Figure 6: Device Manager Select the Hardware tab, and then click on Device Manager. Then in the Device Manager, select View from the top menu, and then in the drop down menu select Show hidden devices.
Figure 7: Select View-> Show hidden devices. v1.00
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Figure 8: List all the Network Adapters including hidden devices. Expand the Network Adapters: If there are two devices shown, NCP Secure Client Adapter and NCP Secure Client Adapter – Packet Scheduler Miniport, then we must remove the latter first. This cannot be done here, as this will result in an error. The QoS service "Packet Scheduler" must first be removed from network settings.
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Network Communications Products engineering GmbH Go back to the Control Panel and select Network Connections, then right-click on any network adapter, and select Properties.
Figure 9: Select a network connection, and then right-click and select Properties.
Select QoS Packet Scheduler and Uninstall this service. This can be re-installed without any problems after the operation is completed. Figure 10: Uninstall QoS Packet Scheduler. v1.00
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Network Communications Products engineering GmbH Once this service is removed, return to the Hardware -> Device Manager as shown in figures 6 & 7.
Figure 11: Removing the NCP Secure Client Adapter. Now the NCP Secure Client Adapter – Packet Scheduler Miniport is no longer listed, and the NCP Secure Client Adapter can safely be removed, by right clicking on it, and selecting Uninstall.
Figure 12: Confirmation to remove the NCP Secure Client Adapter. Click on OK, to complete the removal of the adapter.
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Network Communications Products engineering GmbH In order to restore the system back to the original state, go back to the Network Connections, select a connection as shown in figure 9, right-click and select Properties. Then in the following dialog box (see figure 13) select Install…
Figure 13: Restoring the QoS Packet Scheduler service. In the following dialog box (figure 14), select Service
And then QoS Packet Scheduler as shown in figure 15.
Figure 14: Selecting Network Component Type: Service.
This then completes the de-installation of the NCP Secure Entry Client v8.11 builds 88 to 97. Figure 15: Installing Network Service.
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