N-able Backup: "Downgrade is not supported. The current version is greater than the version you have tried to install"

Last Modified

Tue May 08 11:37 GMT 2018

Description

  • "Downgrade is not supported. The current version is greater than the version you have tried to install" when trying to install Backup Manager.

Environment

  • N-able Backup

Solution

  • Pause or temporarily disable antivirus, and/or add AV exclusions
    • Note: some antivirus software has kernel-level drivers that require a reboot or exclusions, and simply disabling them may not be sufficient
    • Exclusions:
      • Paths:
        • C:\Program Files\Backup Manager
        • C:\ProgramData\MXB
      • Executables:
        • C:\Program Files\Backup Manager\ClientTool.exe
        • C:\Program Files\Backup Manager\ProcessController.exe
        • C:\Program Files\Backup Manager\BackupFP.exe
        • C:\Program Files\Backup Manager\BackupIP.exe
        • C:\Program Files\Backup Manager\BackupUP.exe
  • Perform clean reinstall of Backup Manager
    1. Uninstall Backup Manager from Control Panel > Programs and Features
    2. Delete these folders:
      • C:\Program Files\Backup Manager
      • C:\ProgramData\MXB
    3. Delete contents of C:\Windows\Temp
    4. Download Backup Manager (standalone only) from here
    5. Right-click installer > Properties > Unblock > OK
      • If you do not see the option to unblock, skip to step #6
    6. Right-click installer > Run as administrator
  • Make sure latest version of Visual C++ redistributable is installed
    1. Uninstall all entries of Visual C++ 2013 Redistributable package from Control Panel > Programs and Features
    2. Delete contents of C:\Windows\Temp
    3. Reboot device
    4. Install 2013 Redistributable package from here
    5. Follow install steps for Backup Manager
  • Use registry cleaner to remove registry entries for Backup Manager
    • Note: using a registry cleaner may have adverse affects on your system if the tool cleans entries improperly; you are responsible for backing up your Windows registry and selecting a cleaner tool
    • It is always a good idea to back up your Windows registry before making changes
      1. Open regedit
        • Windows key > type regedit > Enter
        • Alternatively, Windows key + R > type regedit.exe > Enter
      2. Click on Computer in tree
      3. File > Export > File name WinReg > Save
      4. It may take some time to finish exporting
    • Use registry cleaner to remove registry entries
      1. Example of such a tool is Revo Uninstaller
      2. Open Revo Uninstaller
      3. Find Backup Manager in list of installed programs > Uninstall