New Cleanwipe version is introduced in SEP 12.1 RU2
Hello Everyone,
The release of 12.1 RU2 also included an updated CleanWipe utility & now it works/performs much better.
Supported Operating Systems
Windows 2000 SP4+ (requires MS KB816542 included in Update Rollout 1 for SP4)
XP / Server 2003 / 2003R2
Vista / Server 2008
Windows 7 / Server 2008R2
Windows 8 / 2012 Server
Both 32 and 64bit versions, where applicable
Prior to run Cleanwipe you can download Symantec Diagnostic Support Tool to identify a problem.
CleanWipe tool should be used as a the final solution for removal of the product.
It's a Zip file with password protected. Need to extract Zip file prior to run Cleanwipe.exe
Now let's see how it works.
This is the welcome screen, click on 'Next'
Accept the 'license Agreement'
This is the major change if we compared with the last Cleanwipe version.
Now We have an options to choose required options only.
Reboot is mandatory to remove any of the above product however now you can hold the reboot by doing unchcek "Reboot Automatically".
This utility doesn't required multiple reboots if we compared with previous cleanwipe tools.
To receive this tool you need to contact Symantec Support.
Support Support - http://www.symantec.com/support/contact_techsupp_static.jsp
Check this article for more details.
https://www-secure.symantec.com/connect/forums/how...
I hope it's informative.
Comments 49 Comments • Jump to latest comment
There is a file called CleanWipe.db that also comes with it. What is this used for, if anything?
SEP Knowledge Base
Endpoint SWAT
Hi Brian,
CleanWipe.db is a part of this utility.
From support prospective we don't have anything to do with this file.
Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |
Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.&
Thanks Chetan
SEP Knowledge Base
Endpoint SWAT
I"m unable to locate Cleanwipe in RU2 tools folder.. Did we need to raise case with symantec tech support to get the new version clean wipe tool?
Yes, same as in the past.
It's not in the RU2 download.
SEP Knowledge Base
Endpoint SWAT
Ok Brian81.. thanks for clarification.
It is better to have the clean wipe tool at least in our file connect accounts..
becuase it is secure only instead of trying at support team
Thanks & Regards,
Srikanth.S
"Defeat the Defeat before the Defeat Defeats you"
(Swami Vivekananda)
hi Chetan,
nice kb article. I have some queries about tool:
1. It is advisable to use this tool for older SEP 11.x and 12.1x versions.
2. Is there any need to use previous version of clean-wipe utility?
Hi,
No need to use separate cleanwipe for SEP 11.x.
Check the Cleanwipe products screenshot.Supported product are listed there.
Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |
Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.&
good to know that this fine tool is still supported :-)
Yes. Put it on File Connect so we don't have to contact Support every time there's an upgrade.
Yes. Put it on File Connect so we don't have to contact Support every time there's an upgrade.
Hi,
Check the jkubu comments in this article, I have copied it for your reference
https://www-secure.symantec.com/connect/forums/how...
" While CleanWipe is not a “secret” utility, it is a very powerful one. The reason Symantec requests that people engage technical support to get this utility is because of the potential to remove more than intended (for example, all AV from an entire environment). As a best practice, we have recommended that users as well as partners consult with tech support to ensure that it is being used in the best way for that specific situation and environment.
After thoughtful consideration and conversation we have determined that Symantec’s best practice recommendation for the availability and usage of CleanWipe remains for users and/or partners to engage Technical Support prior to using this tool. We kept this recommendation because of the security risks to users and environments beyond what may be initially intended.
CleanWipe has a specific use. Generally speaking, users should be able to use Add/Remove Programs to uninstall SEP. CleanWipe exists for those situations where Add/Remove programs may not solve the users problems. CleanWipe used by an inexperienced technician can result in loss of functionality beyond what is intended which could cause severe customer dissatisfaction. By working with Support we can ensure that the CleanWipe tool is being used appropriately and with full understanding of the situation that can help mitigate potential misapplication."
Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |
Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.&
In reality, it doesn't work that way. I submitted an online ticket to support and they just gave me access to download it. There may have been something in the email about using it correctly, but there was no email exchange or phone call to ensure I knew how to use it, so no offense, but the explanation given is just garbage.
Support should know that not everyone has access to open a ticket with them, and not everyone has access to download files from FileConnect, so it isn't as if everyone would be getting access to this "dangerous" tool.
Generally speaking, if we need to use CleanWipe, we need it now. We don't need it in three days, or however long it takes to contact Support. Give me the tool, and I'll decide which technician is capable of using it. I'll decide how dangerous it is, and I'll decide whether or not it needs to be used.
Hi Chetan,
Frankly, we have heard that for years, "it is a very powerful one". I wish you guys would get it through your heads, we don't care how "powerful" you think it is, WE NEED IT, and we are sick and tired of having to jump through hoops to get it. When a system is screwed up, you making us call is not going to make it any less screwed up, and more to the point, I have NEVER ONCE had anyone actually give me any warnings when I DID CALL to get it. They just give it to me, so it can't be THAT powerful.
I have been a professional IT guy for 18 years, and I am willing to bet that I have been using and supporting Symantec's various versions of anti-virus longer than most Symantec employees. The problem with your, and excuse me, IDIOTIC argument is that virtually EVERYONE here is a freaking professional. We don't NEED your help beyond access to the latest version, unless WE ASK FOR IT.
PLEASE start putting it under the File Connect area. I am damn tired of going through the garbage EVERY time I need this. I have installed this product on so many thousands of user computers, but I am ready to start looking for another product.
Sincerely,
Kevin Cotreau
P.S. Yes, I am ANGRY, maybe not at you, but at this STUPID, MORONIC policy some idiot came up with!
I thiunk part of the issue is making sure this tool gets into the right hands. We have some users who regularly try to get rid of the SEP client, especially if we use it to block access or if the user feels that it might be "slowing down the computer". We have the password turned on so users cannot use add/remove (many users have MORE than just regular user rights). This tool allows one to completely remove the client without need for the password. I agree that access to FILE CONNECT should be able to able to control who should have access.unless someone can come up with a reason not to.
If it is under File Connect, the only ones, who should have access to that in your organization is your IT staff. There are loads of versions on the Internet for download, but inevitably, it seems like I always need the newest one, and that can be harder to find, so I have to waste my time with their support.
Two comments regarding your users trying to remove SEP: First, I am a bit surprised that you have users that even know about the Clean Wipe Tool; and second, if you do have users trying to uninstall your AV client, you have an issue that should be addressed by management. Management needs to make it clear that circumventing anti-virus can put the whole organization at risk, and could be cause for punishment up to, and including, termination.
Well, Kevin, some of our users are what we call "Prima Donnas". Executives that can get away with whatever. Many are also IT. Most of the above have admin rights. True, if the tool is under File Connect, that should be an acceptable solution.
Other users can search the internet and find out about this tool. Right now, the password to uninstall holds off most of the attempts (including those made by the "big boss") as well as tamper protection.
My "point" was that those who say that cleanwipe is not a dangerous tool need to realize that this tool needs to stay away from the end user community. So, in a sense, it can be dangerous when used by the wrong users and also can be dangerous if used in a situation where full rights are not available.
I don't think it is as bad as Symantec makes it out to be assuming it is used in the right hands and there is no "other" issue that can cause it to make things worse by missing a few things. Other than that, it should be easier to get. Maybe part of it is that Symantec needs to know when the normal uninstall (add/remove) is not working as they may be having an underlying issue. That is, in theory, if you can't unistall using add/remove, maybe Symantec may want to find out why. However, if you just call and they send it to you, it defeats that purpose. I also agree that if you need the tool, you need it quickly.
Thank you for sharing,
Does the user needs to have admin access to be able to run this tool ?
Kind regards,
John Santana
IT Professional
--------------------------------------------------
Please be nice to me as I'm newbie in this forum.
This needs access to write to the registry and to the file structure. It is definitely something you do NOT want your end users playing with. Especially if you don't want them uninstalling your SEP stuff.
Here's the email I received from Support, with password and URL removed:
=========================
Thank you for contacting Symantec Enterprise Support Services. It is highly recommended that manual uninstallation be tried before using the Symantec Endpoint Protection (SEP) removal tool. Please review the below instructions for the manual uninstall process.
Manually Uninstalling Symantec Anti-Virus or Endpoint Protection
http://www.symantec.com/docs/TECH164769
Please go to the link below to download the SEP Removal Tool and instructions.
https://location.symantec.com
The login details are:
Login ID: cleanwipe
Password : xxxxxxxxxxx
File Name: CleanWipe v12.1.671.4971.zip
Note: Both login and password is case sensitive.
Note: Instructions are viewable by double clicking the Readme.txt file.
If the tool fails to run as expected or it problems occur when running the tool, it is highly recommended that you remove it manually.
Disclaimer:
Cleanwipe is an unsupported utility, it is recommended to test it in a non-production environment before using it in a production system. Please use this tool at your own risk. As a precaution, create a backup of the OS before using the utility.
Cleanwipe has the potential of adversely affecting other Symantec/Norton programs you may want to keep. You may have to re-install these programs if they become unstable.
Cleanwipe has the potential to make Windows Registry changes. Any change to your registry can potentially affect the way Windows operates so please backup any important data as a precaution.
Please understand that since Cleanwipe is not supported, Symantec Support will be unable to formally assist you in fixing any issues that arise from the use of this utility.
Thank you,
Symantec Corporation
Global Customer Hub
http://www.symantec.com/business/support/
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These credentials do not work. Is there an update?
Hi,
Which credentials don't work? We have not shared any credentials in this article. If you have any PM me I will recheck it.
You need to contact support to receive credentials.
Support team will provide you fileshare credentials.
Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |
Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.&
Thank you chetan for this update.
-silent doesn't work?
#Edit
Hi,
SEP 12.1 RU2 cleanwipe can not be run in silent mode.
You can create a batch file with the help of following article to uninstall SEP client
How to uninstall the Symantec Endpoint Protection Client using the Microsoft Installer (MSI) command line interface
http://www.symantec.com/docs/TECH102470
Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |
Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.&
Wow that's cool to know.
Kind regards,
John Santana
IT Professional
--------------------------------------------------
Please be nice to me as I'm newbie in this forum.
Excellent. Thanks for posting this.
can anyone tell me where to download the cleanwipe tool ?
i installed the SEP on my win8 machine,now it can startup in a normal mode but a safemode
i try so many ways to unistall the SEP 12.1.X but failed...
as mentioned in the article, you need to open a support ticket.
Manually Uninstalling Symantec Anti-Virus or Endpoint Protection
http://www.symantec.com/docs/TECH164769
Cheers!
Pete
Help Link: http://www.symantec.com/business/support/overview.jsp?pid=54619
Thanks
How can i get this Cleanwipe tools ?
I cannot find it in Symantec_Endpoint_Protection_12.1.2_Part2_Tools_EN.exe after I extracted ?
Kind regards,
John Santana
IT Professional
--------------------------------------------------
Please be nice to me as I'm newbie in this forum.
Thats gr8 Chetan,
Good one!!!!!!!
Thank& Regards,
Ambesh
Please mark your thread as 'SOLVED' with the answer that helps you.
Is there a plan to introduce silent switch for this version? This version works perfect, but I would like to automate deployment of this utility... And the MSI batch uninstaller WILL NOT WORK for me. Please consider customer feedback and enable the silent switch. Thank you.
Yes that is true Mike !
Kind regards,
John Santana
IT Professional
--------------------------------------------------
Please be nice to me as I'm newbie in this forum.
Hi,
I believe it's in the pipeline but can't assure at this point.
Definitely will update this thread as soon as I received update on this.
Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |
Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.&
I was going to say that cleanwipe reboots but I missed the force reboot checkbox. I apologize.
Thank you for sharing, this version is more easy to use.
Yeah! cool Chetan.
thank u so much.
Other than OS support and new GUI, always curious what changes were made under the hood. Is there a Revision History document available for this latest CleanWipe release?
Clint
There is a readme but it doesn't go into detail on specifics.
SEP Knowledge Base
Endpoint SWAT
There is not any revision history document which specifically talks about enhancements compare to older versions. Readme.txt file does contain limited info about previous versions.
Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |
Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.&
Thanks Mr Chetan
Is there a way to extract the Tool to generate an unattended execution via Command line?
As I downloaded it there was a readme with it that suggested that I should selct the folder to put the tool in and then hit "no" at the question for the immediate execution.
But I don't receive this message at all, once I select the Folder to put it in and hit "next" the tool runs on this client...
Is there a parameter which I can feed to Cleanwipe.exe?
#Edit
Hi,
Is there a way to extract the Tool to generate an unattended execution via Command line?
---> I believe it's not possible. Even Symantec doesn't provide Cleanwipe batch file to it's Customers
Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |
Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.&
It was possible before 12.1.2 - the readme I downloaded states this:
Yes, It was possible before 12.1 RU2 version.
There is not any readme.txt file with SEP 12.1 RU2 Cleanwipe.
There are only two folders & those are CleanWipe.exe and CleanWipe.db.
I have edited my previous reply.
Whatever you are saying is also correct but applicable for previous versions of Cleanwipe.
I think it's in the pipeline to allow to run it in silent mode with this newly designed tool.
Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |
Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.&
thanks for the clearing. :)
Can you please update this thread once this update is implemented?
Certainly !!!
Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |
Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.&
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