Failure to uninstall old & install new version of Sprite Backup

I'm having the same issue with a HTC Touch Pro. It's reporting an error with tmarsaller.exe. I just tried your link and it doesn't work.

Sorry, please try this link to locate and download the uninstall tool;
http://spritesoftware.crmdesk.com/ans...

Also, Brian, can you please private message me with you BackupLog file, we might be able to find a remedy for the file error instead of having to reinstall.

Kind regards
Sprite Helpdesk

Dear Brian,

I cant see anything about tmarshaller.exe in the log file. What is the exact error message and when does it come up?

Thanks

When I try to uninstall Sprite Backup on the phone, using the remove application tools in the phone, I (very quickly) get a message that reads "We're Sorry... A problem has occurred with tmarshaller.exe" It then asks if I will tell Microsoft about it. The report to be sent includes an error report and a cedevice.log. I've found that log and will PM it to you. I'll see if I can also find the Error Report.

What version of Sprite Backup are you trying to uninstall? Also have you tried to software reset your device before trying to uninstall?

It's whatever version Sprite had available to download on Feb 20. Yes I have done the resets prior to removal.

Am I the only one that can't get to any of the sites that you provide links to? The two above, another link in another similar forum thread, and the link you emailed to me all fail or require passwords (but not the one that I have).

Dear Brian,

Sorry the link was broken. Please use this link to download the uninstall tool;
http://spritesoftware.crmdesk.com/ans...

The new uninstall tool just popped up a msg that said "uninstall unsuccessful"

I have a new LG Incite from AT&T. It comes with Sprite Backup LGE Edition already installed & authorized. I purchased, downloaded & installed the full current version today 3/7/2009.

Installation seemed to go ok; I got a msg that the previous version would be un-installed. I tried a backup & it failed about halfway through.

Looking at the phone I noticed I had 2 different icons, one for the old version and one for the new. I un-installed the new version from "Remove Programs" & ran the new un-install tool to remove the old one. First try failed. I restarted the phone & tried again. This time it said it was successful.

But the old one is still there! I don't know if the backup failed because of the old version or not. Is the LGE version permanent?
Should I delete the old program folders?

Tama McCallum 8/03/2009 8:47:21 p.m.
Dear Fletcher,

Thank you for contacting Sprite Software. To upgrade to Sprite Backup 6.5.4 Build 13, please follow these steps;

a) Uninstall your previous version of Sprite Backup, using the tool outlined below

b) Download and install Sprite Backup 6.5.4 Build 13 - http://www.spritesoftware.com/downloa...

Please follow these steps:

Go to this FAQ to get the Uninstall tool and information on how to use it;

Removing Sprite Backup 6 Manually

Once the tool has run, please download Sprite Backup 6.5.4 Build 13;

http://www.spritesoftware.com/downloa...

Please connect your device to your PC via an established ActiveSync partnership and run the installer.

After installing the new version please use your existing code to authorize it.

If you encounter any problems, or require assistance, with Sprite Backup 6.5.4 Build 13, please see this page;

http://www.spritesoftware.com/support...

If the tool runs into an error, or the Sprite Backup 6.5.4 Build 13 installation fails, please contact us again.

Best regards,
Tama McCallum
Sprite Software

Fletcher Leggett 9/03/2009 4:02:52 a.m.
Thanks; but the un-install tool still doesn't work. I still can't get rid of the LGE Edition.

I'll just post this everywhere, maybe someone has a solution.

Hi Fletcher,

Can you please private message me with the BackupLog.txt file so I can diagnose your issue further. Please send this file to helpdesk@spritesoftware.com

Thanks
Gina

Hello again Gina;

I just sent the files; hope they help.

I found the manual un-install instructions but I can't delete the Sprite* files from the Windows folder. The delete option is not available when these files are selected. I don't know what that means but I thought it might help.

Thanks...Fletch

Hi Fletch,

Sprite Backup LGE is built into the ROM on the device, and hence cannot be uninstalled. Generally you should be able to install over the top of software installed on the ROM but for some reason this time around that doesnt appear to be the case.

I am going to invetigate this further and then post back when I come up with a solution.

Thanks
Gina

We wont be able to remove the Sprite Backup LGE files that are on the ROM, but what you can do is delete the icon for it from the programs list so you only have one Sprite Backup icon.

You can delete this icon by clicking on 'File Explorer', from the drop down select 'My Device', click 'Windows', click 'Start Menu', then select the Sprite Backup icon you wish to remove, hold down the stylus over the top of the icon you wish to remove to bring up the additional options, then click 'Delete'.

After that please try another backup and let me know if you still have any problems.

Hi, I have tried to uninstall Sprite backup and got the same error from WM6.1 on a HTC Touch HD (tmarshaller.exe). Did the softreset and tried the uninstall tool...no luck. Also get an error on that. Then I noticed that a quickbutton still had Sprite backup assigned to it (prob just the icon, but ok)...deleted that and softreset the device.
Now I thought, lets try the installation of the newer version...maybe I'm lucky. That gave me an installation failure!
I saw that icons were installed and the software works....the authorisation code was already filled in. (strange?)

Do you believe I can backup safely now? Since it has given me some errors before, and now the software seems to be working

Thanks and Regards,
John
John.de.kam@volvo.com

My ATT Tilt's copy of Sprite won't uninstall so i can upgrade to the newest release. I downloaded the new removal tool, copied it to my device and tapped the file. 10 minutes or so later, nothing has happened. No message! Unfortunately this has happened to me before. Any thoughts? Thanks, John

I have been trying for 8 months to correctly install my updated Sprite 6. It ONLY successfully will do a custom backup, and then ONLY if I uncheck all of the system data boxes except the two databases boxes. I have tried unistalling multiple ways, including using the uninstaller provided on the website (by the way, the hot links to it on the Sprite website don't work). The uninstaller doesn't do ANYTHING when it is run--no feedback whatsoever.

It is getting very frustrating. I have an IPAQ 210 and made the ?mistake? of trying to upgrade to version 6.5 based on an email from the company. Everything was working fine until then :) Now I can't do any backup from my desktop PC or automated from my pocket PC and only get a partial backup when done manually.

Any additional help is appreciated!

kpc

Sprite Backup encountered an error on my phone, so I downloaded the latest version. The cab installation was unsuccessful. I downloaded the uninstaller, but it does not run on either my computer (not a valid file) or my phone Cingular/ATT 8525, so I can't uninstall the prior version to install the latest version.

SOme months back all worked fine. Suddenly Sprite Back failed; it completed the backup but told me it was not successfull. (also backup to my PC failed). Today it just got stuck in the middle.
I uninstalled (with the special uninstaller) - it doesn't show anything so I assumed it worked. Then I downloaded the software again from your site (to discover that the latest version is build 16 and not 14.... why don't you mention that?). I install this one(doing a "repair"), get message that a version is still installed; I say yes to uninstall that first but that fails. Then I continue with the install; at the end it teels me it was not successful. I tried it anyway and it seems to work (I now see build 16). So... I tried again but again it's getting stuck after less than 5%, screen doesn't update but my backlight goes on and off every few seconds. Frustrating... I was so happy that things worked... can you give me more clues? Debug info? Please?

Had the same trouble. Deleted every file, folder and registry entry I could find. Deleted from Installed programs list and it would just pop back. Ran the uninstall tool and after an hour or so, saw no result, so I soft booted and did the install. It couldn't remove old version and new one was "unsuccessful". Then I went to the icon and the program started up just fine! Did a back up without incident. Strange but true. (Verizon XV6800, WM6.1)

how come Sprite has never been able to uninstall previous versions properly and has a secondary tool to do this? Is it this difficult to figure out how to uninstall applications when every other (including freeware developers) have figured out what should be a very obvious thing to do?

Mine say it's not a valid win32 app