A customer is unable to uninstall Matter Management because they receive an error message stating that two related packages need to be uninstalled first. However, they cannot find either of the packages listed to uninstall.

Why am I unable to uninstall Matter Management?

Below are a few reasons why this might be happening:

• The customer's org was generated using a Trialforce Template from AdvoLogix many years ago.
• The Trialforce Template, as configured at that time, including an unmanaged package and a component generated automatically within the customer organization upon sign-up.
• Over time, some components (since they were unmanaged) became useless, and the customer potentially deleted the individual components manually from the org.
• This would have made the unmanaged packages (which initially had those components) invisible to the Installed Packages list within the organization.
• Since these packages are not visible in the user interface, customers or even ISV vendors cannot proceed with uninstalling them.
• Without uninstalling these packages, we cannot remove the dependency induced as an extension package to the AdvoLogix Matter Management package, and thus, it cannot be uninstalled either.
• In 2015, we had a similar case with Salesforce Support, and we were guided precisely by these details: These invisible packages from the organization cannot be found by end consumers in the org unless Salesforce Support finds and shares with us the direct links to these identified dependent packages. 

The customer will need to open a case with Salesforce Support with the above information.