can't uninstall, repair or install Visio 2007

[Scott]

I run both Visio 2003 and 2007 on several PCs. Switching back and forth works
fine -- you just have to put up with the minor annoyance or each version
"reinstalling" itself if you've been working with the opposite version.

Recently, Visio 2007 apparently hiccuped while reinstalling and it no longer
works. Specifically, it displays the "Preparing to install..." message,
starts, then issues the following message when I open any drawing:
"Attempting to use an incompatible version of visgrf.dll. Please re-install
visgrf.dll"

Copying visgrf.dll from another Visio 2007 system didn't solve the problem.
The real dilemma at this point is that the Office Repair function doesn't
solve the problem, nor does uninstalling and reinstalling.

How do I force an uninstall/reinstall or do as the message suggests and
"re-install visgfr.dll"?

 

[Aaron Rykhus [MSFT]]

This is the downside to having multiple versions installed,
http://support.microsoft.com/kb/828967.

You could try re-registering Visio components by going to Start/Run/type
visio.exe /r. If that doesn't work, try starting Visio 2003 and let it
repair. Then exit 2003 and start 2007 to see if that fixes the problem. If
that doesn't work uninstall 2007, then uninstall 2003. Then install 2003,
then apply 2003 SP3, and then 2007, then 2007 SP1.



Best Regards,

Aaron Rykhus, Visio Support
Microsoft Corporation

 

[Aaron Rykhus [MSFT]]

Yes but you're probably not going to like it. We have steps for manually
uninstalling Office 2007 suites/applications if they can't be uninstalled
from Add or Remove Programs. The main thing is that it will remove any
office 2007 suite or standalone application like Project, Visio, etc...
because you're deleting the Office12 (2007) folders and registry keys.

The article is http://support.microsoft.com/kb/928218. If you are planning
on using the steps in that KB artilce you should probably create a Restore
Point with the System Restore utility under All Programs/Accessories/System
Tools. That way if you have other Office 2007 apps and something goes wrong
you can restore the system files/program files/etc... to the previous state.



Best Regards,

Aaron Rykhus, Visio Support
Microsoft Corporation

 

[Scott]

Thanks, Aaron.
That was a given!

I'll try a few other things before trying this, but it's good to know
there's a fallback.

Scott

 

[Aaron Rykhus [MSFT]]

One other thing you could try is to run the installation CD for Visio 2007
and see if it will install or repair from that. But if it gives you the
maintenance wizard (Modify, Repair, Remove) you'll probably have the same
results. You can also contact Microsoft support if you need help removing
Visio and Office to get them re-installed properly.

The support options for Visio 2007 are on the web
http://support.microsoft.com/oas/default.aspx?ln=en-us&c1=505&prid=10169&gpr
id=423613

You can also see any Microsoft product's support options at
http://support.microsoft.com/oas


Best Regards,

Aaron Rykhus, Visio Support
Microsoft Corporation

 

[Scott]

Aaron,

Attempting to install from the CD did not help. However, I did find a
solution. I came across a reference to the Windows Installer Cleanup Utility,
which did successfully remove Visio 2007 so I could reinstall.

http://support.microsoft.com/default.aspx/kb/290301

Scott

 

[Aaron Rykhus [MSFT]]

Glad you mentioned that because the Windows Installer Cleanup utility may
not work with Office 2007 since it uses multiple MSI files and wasn't
updated for that. So it may or may not work and I hence I didn't mention
it. Unfortunately, the only real supported method with uninstalling 2007
Office products if you can't via Add or Remove Programs is the manual
removal steps in KB 928218.

I wouldn't worry about it now since it looks like you got the program
re-installed so you should be back to normal. If you run into Visio
breaking in the future you may want to look at using System Restore if you
have it enabled. You could use that to restore your machine to a previous
point to before when it worked. It wouldn't affect any work you did on
files. Only system state data.


Best Regards,

Aaron Rykhus, Visio Support
Microsoft Corporation

 

[Hensman]

I have the same problem with the same response when trying to uninstall
either by add.remove or via the disk. ( Note: This is through XP SP2 on
VMWare Fusion RC2 on a Mac.)

However, in addition kb\928218 fails. I get to 1.f and when trying to
uninstall the Visio msi (all other come off with no issues) it reports that
"this installation package could not be opened. Contact the application
vendor to verify that this is a valid windows installer package"

So what would be next?

 

[Aaron Rykhus [MSFT]]

Pre-2007 you could use the steps in this article
(http://support.microsoft.com/kb/828380), but since 2007 uses multiple MSIs
for the language neutral features I doubt that will work and I wouldn't
suggest it.

The Office Setup discussions group (microsoft.public.office.setup) would be
a better place to ask for help on this since Visio 2007 essentially uses
the same setup engine as Office. My suggestion would be to contact us at
support, either by calling 800-MICROSOFT or submit online at
http://support.microsoft.com/oas and choose the product (Visio 2007).
Someone in Office Setup should be able to resolve this. Since it appears to
be an installation related issue with a version of Office that's in
mainstream support (2007) it should be a no-charge support incident.


Links:
Web URL for Office Setup discussions -
http://www.microsoft.com/office/community/en-us/default.mspx?dg=microsoft.pu
blic.office.setup&lang=en&cr=US
Support Lifecycle website - http://www.microsoft.com/lifecycle
2007 Microsoft Office Suites Solution Center -
http://support.microsoft.com/ph/8753#tab3


Best Regards,

Aaron Rykhus, Visio Support
Microsoft Corporation

 

[Hensman]

Thanks for the response, but I ended up nuking the XP VM off of Fusion and
sticking a Vista 64 VM on. Obviously, everything works fine with the fresh
install.