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Uninstalling the Windows forwarder

This page describes how to remove the Stairwell Windows forwarder from a system.

The instructions are split into:

  • Standard uninstall methods (all supported versions except 1.4.x)
  • Advanced uninstall methods using the installer executable or ProductCode
  • Special procedure for 1.4.x
  • Manual cleanup and troubleshooting when the service does not stop

Unless otherwise noted, these steps apply to all forwarder versions except 1.4.x.

Standard uninstallation (all versions except 1.4.x)

Method 1: Windows user interface

For most environments, the simplest method is to use the built-in Windows uninstall experience.

  1. Open Apps & Features (on newer Windows) or Programs and Features (Control Panel).
  2. Locate the entry for Stairwell Forwarder or your organization’s forwarder display name.
  3. Select the entry and choose Uninstall.
  4. Follow any prompts until the process completes.

This method automatically uses the correct internal product code for the installed version and installer type.

Command-line uninstallation using the installer EXE

Important

To uninstall using this method, you must use the same installer executable that was used to install the forwarder. This includes:

  • The same version number (for example 1.6.4, 1.7.2.6, 1.7.4.5)
  • The same installer type (for example GUI bundle vs. MSI-based deployment)

If the installer EXE does not match the existing installation (different build or different product code), the uninstall may appear to run but will not remove the installed forwarder.

Steps

  1. Copy the correct installer executable to the system if it is not already present.
  2. Open an elevated Command Prompt (Run as administrator).
  3. Change to the directory containing the installer EXE.
  4. Run the uninstall command, replacing the filename with the installer you used:
StairwellForwarderBundle-1.6.4.0.exe /uninstall /Log StairwellUninstall.log /q /norestart
  • /Log specifies a log file to help diagnose any issues.
  • /q runs quietly.
  • /norestart prevents automatic reboot.

After the command completes, verify that:

  • The forwarder no longer appears under Apps & Features / Programs and Features.
  • The Stairwell service is not present in services.msc.

If the command returns quickly and the forwarder or its service remains present, Windows may believe the MSI is already uninstalled or may be using a different product code than the one embedded in the EXE. In that case, see the advanced ProductCode uninstall methods below.

Advanced uninstallation using ProductCode

Windows Installer tracks each installed product using a ProductCode GUID. If the original installer EXE is not available, or the uninstall appears to complete but the service remains, you can uninstall by targeting the ProductCode directly.


Use the ProductCode from the registry

If the cached bundle is not available, you can obtain the ProductCode directly from the registry. In many cases, the ProductCode is the name of the uninstall key itself, not a value inside the key.

  1. Open Registry Editor (regedit.exe) as an administrator.

  2. Navigate to:

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall

  3. Under this key, look for subkeys whose names are GUIDs of the form:

    {XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX}

    For each candidate key:

    • Select the key.
    • In the right-hand pane, look at the DisplayName value.
    • Identify the key where DisplayName contains "Stairwell" or "Stairwell Forwarder".

  4. Once you find the correct key, the ProductCode is the key name itself. For example:

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{961276B3-8318-48F1-AFB0-7C9F92AE3B64}

    In this case, the ProductCode is:

    {961276B3-8318-48F1-AFB0-7C9F92AE3B64}

  5. Open an elevated Command Prompt and run:

    msiexec /x {961276B3-8318-48F1-AFB0-7C9F92AE3B64} /qn /norestart

    Replace the GUID with the key name you identified on your system.

  6. After the command completes, verify that:

    • The forwarder is no longer listed in Apps and Features or Programs and Features.
    • The Stairwell service is not present in services.msc.
    • The installation directory has been removed as described in the manual cleanup section.

Special procedure: Manual uninstallation of 1.4.x

Version 1.4.x requires a different process that uses maintenance mode and a repair operation before uninstalling. Follow these steps if you are removing 1.4.x.

Step 1: Enter Maintenance Mode

  1. Open cmd.exe.

  2. Run:

    C:\Program Files\Stairwell\SwellService\SwellService.exe -mainttoken=$token

    Replace $token with the maintenance token provided for your environment, if applicable.

Step 2: Repair the forwarder

  1. Open Control Panel.
  2. Go to Programs and Features.
  3. Locate StairwellForwarderBundle.exe.
  4. Select Repair.

Step 3: Re-enter Maintenance Mode

  1. Open cmd.exe.

  2. Run again:

    C:\Program Files\Stairwell\SwellService\SwellService.exe -mainttoken=$token

    This ensures the service is in maintenance mode before uninstalling.

Step 4: Uninstall the forwarder

  1. Open cmd.exe in the directory containing the 1.4.x installer bundle.

  2. Run:

    StairwellForwarderBundle-1.4.0.886.exe /uninstall /Log StairwellUninstall.log /q /norestart

Note about reboot

Until a reboot occurs:

  • The driver SWAgent.sys and the service SwellService.exe may continue to run and appear in their respective locations.
  • The application should already be removed from the installed programs list.

You must reboot the system to complete removal of the driver and service.

Step 5: Verify services stopped

After reboot:

  1. Press Windows + R, type services.msc, and press Enter.

  2. Search for the Stairwell forwarder service (for example StairwellForwarder) and confirm it is not present.

  3. Open PowerShell and run:

    fltmc.exe

  4. Confirm that SWAGENT is not present in the list of filter drivers.

Step 6: Manual cleanup for 1.4.x

Remove any remaining Stairwell artifacts:

  1. Delete program files:

    • Navigate to C:\Program Files\Stairwell\.
    • Delete all Stairwell related folders and files.

  2. Clean up registry keys, if they remain:

    HKEY_LOCAL_MACHINE\SOFTWARE\Inception\Stairwell
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\SWAgent

    Only remove these keys if you are sure no other Stairwell components are in use.

Summary

  • Preferred methods:

    • Uninstall via Windows Apps & Features / Programs and Features.
    • Uninstall using the original installer EXE that matches the installed version and installer type.

  • Advanced methods:

    • Uninstall using msiexec /x {ProductCode} obtained from the cached bundle or from the registry.

  • Special case:

    • Version 1.4.x requires maintenance mode, repair, and then uninstall, followed by a reboot.

  • If a service or files remain after uninstall:

    • Manually stop and delete the service.
    • Remove remaining program files and, if necessary, clean up registry keys.

These steps are intended to help ensure that the forwarder is cleanly and completely removed from the system in both standard and edge-case scenarios.

Updated 1 day ago