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Honor Student
Posts: 2
Member Since: ‎03-20-2017
Message 1 of 4 (122 Views)

Media Smart Removal Error - Windows 10

Product Name: Pavilion Elite HPE Series
Operating System: Microsoft Windows 10 (64-bit)

I am trying to uninstall Media Smart from my 64 bit HPE-570t computer that has been upgraded to Windows 10.  I tried to load the "fix" for the uninstall error but it won't load Media Smart because I am no longer running the required operating system.  When I try to uninstall one of the components, I get a message that states there is a second copy of the same component installed and asks do I want to also uninstall that as well.  I confirm yes and then the following error is received.

 

Error: The product definition file is lost.

 

Is there a way to either reload Media Smart on Windows 10 so it can then be correctly uninstalled or is there another way to uninstall it under Windows 10.  Using 3rd party removal tools has resulted in the same error.

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HP Support Agent
Posts: 3,223
Member Since: ‎08-10-2016
Message 2 of 4 (83 Views)

Re: Media Smart Removal Error - Windows 10

[ Edited ]

Hi @vettenuts,

 

Thanks for taking an interest in the HP forums.  A very good day to you. Smiley Happy I understand that you require assistance regarding HP media smart uninstall. It will be a delight to assist you. Smiley Happy

 

Fabulous description and super smart diagnosis of the issue before posting. Kudos to you on that score.Smiley Happy  You are a valued HP customer and it is a privilege to share this platform with you. Smiley Happy

For starters, I will require more information regarding this to assist you better.

  • When you upgraded to windows 10 did the media smart software also get added from the previous operating system?
  • Or did you try to install it as a separate software from an older DVD or CD?

To the best of my knowledge, the media smart app is supported for Windows Vista only. Please check this link: http://support.hp.com/us-en/document/c01662344#AbT2

 

If third party software is not removing the app for you, then to the best of my knowledge it got bundled with the upgrade from the previous version of  Windows.

 

Firstly,  Please try to click on no and proceed with the installation and check what happens.

if this does not work, then the only option here would be to return to the previous Build of Windows and uninstall the software and then upgrade to Windows 10 again.

 

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Smiley Happy  Please reach out for any issues and I'll be there to assist you. Smiley Happy

 

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. Smiley Happy

Take care now and have a splendid week ahead. Smiley Happy

Davidsmp
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!



Honor Student
Posts: 2
Member Since: ‎03-20-2017
Message 3 of 4 (64 Views)

Re: Media Smart Removal Error - Windows 10

[ Edited ]

Going back to Windows 7 wasn't an option.  I used Revo Uninstaller to try to remove but got the same error.  However, after the error Revo scans the registry and identifies those lines associated with the software for removal.  Once removed, Revo then idenifies the folders and files for deletion.  This seemed to work although it was definitely a brute force solution.  Machine seems to run OK so I think I am alright although I did save a restore if things went bad.

HP Support Agent
Posts: 2,733
Member Since: ‎10-12-2016
Message 4 of 4 (53 Views)

Re: Media Smart Removal Error - Windows 10

@vettenuts,

I am happy to know that the issue has resolved after using the Revo Uninstaller.

 

I also appreciate your time and patience.

 

Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

 

You have a good day ahead.

Rainbow23
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

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