Uninstalling and re-installing RightNow 8.0 or later releases

Please note – If you are removing RightNow to address application issues, please first review Answer ID 2675: Clearing the RightNow application cache files and submit an incident to our Technical Support team. We want to ensure that we obtain information regarding any application error that you experience and this tool provides much pertinent data. Using the below method will remove any troubleshooting data available and also any personal application settings.  You should only proceed with the following instructions at the direction of RightNow Technical Support.

Uninstalling RightNow 8.0 or a later release, can be done manually or with the attached .bat file.  The uninstall.bat files are intended to be used when the web-based installation was used to install the application.  If you used the Smartclient method for installation, use the manual method for removal. 

Important!  Uninstalling using the manual steps below (or deleting the C:\Documents and Settings\<user>\Local Settings\Apps\2.0 folder) will affect all ClickOnce deployed applications. Please use the batch file for removal if other ClickOnce deployed applications are in use.

In addition, the .bat file is designed for use with English operating systems and may not completely uninstall the application for non-English systems. If using the .bat file on a non-English system, you may need to check that the directories corresponding to the directories listed in the manual section below have been removed.

If you are unsure of which method was used to install the RightNow client, go to the Control Panel in Windows and select the Add/Remove Programs icon.  In the listing of installed programs, you will see an entry for either RightNow or Rightnow Smart Client.

To uninstall RightNow using the .bat file:

1. Click on the RightNow8_Uninstall.bat file.   (see attached file below).
    
2. Either select Run or Save.
    
3. If you select Run, the file will automatically start and perform the removal of RightNow program files.
    
4. If you select Save, choose a location to save the file to, then double click the file. It will run automatically and perform the removal of RightNow program files. 
   
5. Delete the C:\Documents and Settings\<user>\Local Settings\Apps\2.0 folder (see warning above).
    
6. Delete temporary internet files.  (see section below)

Note: This batch file works for all operating systems we currently support: Windows2000, WindowsXP, Windows2003 and Windows Vista.


To manually uninstall RightNow (8.0 and later releases):

For users running Windows Vista, please refer to: Answer ID 2571: Manual uninstallation of RightNow 8 with Windows Vista.

When uninstalling RightNow manually, make sure you do not have hidden files on your workstation.  To unhide files and folders, go to Control Panel > Folder Options (in Classic view) > View tab > Hidden Files and Folders.  Then, select to "Show hidden files and folders".  The Application Data directory will then be available.

1. Go to Control Panel > Add/Remove Programs>and remove RightNow.  This step is very important and must be done first.  
    
2. Remove the following files from the Local Settings directory, delete the folders and files listed below.  The typical path is: C:\Documents and Settings\your user folder\Local Settings\
    
   From the Local Settings folder, delete: 
    
   ...\Application Data\assembly
   ...\Application Data\RightNow Technologies 
   ...\Application Data\RightNow_Technologies
   ...\Application Data\ApplicationHistory\rightnow.exe.
   ...\Application Data\ApplicationHistory\PermissionInstaller.exe.   
    
3. From the Application Data folder, delete the folders and files listed below. The typical path is:  C:>Documents and Settings > your user folder > Application Data.
    
   From the Application Data folder, delete:
   
   ...\IsolatedStorage
   ...\RightNow CX PIM Sync
   ...\RightNow_Technologies 
    
   Note: Depending on the version you are using, some files are automatically removed in Step 1, and may not need to be removed manually.

To Delete Temporary Internet files:

Go to Internet Explorer > Internet Tools > Options > Temporary Internet Files.  Click Delete Cookies..., then click Delete Files... 

To reinstall RightNow:

1. Go to the launch URL for your site:
   
   http://interfacename.custhelp.com/cgi-bin/interfacename.cfg/php/admin/launch.php   
    
2. Click Install RightNow.  
    
3. Log in with your staff user name and password. 
    
4. The new install may take several minutes. The RightNow Console will open when the install is complete.