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Cleanwipe isn't working for Service not running issue

Created: 23 Aug 2012 | 9 comments

We have a laptop here that was running SEP 11. I'm not sure which version, my boss was handling an upgrade to SEP 12 (I think it's 12.1 or RU1). When we upgrade straight on Windows 7 it forces a blue screen bootloop, so we have to use Cleanwipe instead of the installer. He said he ran cleanwipe, but somehow he didn't reboot it (another user was still logged in - not sure if that was an issue, but I saw it when he handed it over to me). The issue is that Endpoint says:

Symantec Endpoint Protection cannot open because some Symantec Services are stopped. Restart the Symantec services, and then open Symantec Endpoint Protection.

However, we are managed by people higher up the chain with the packages we can deploy, and the service is locked by SYSTEM. smc -stop doesn't do anything. So I ran cleanwipe, and it seemed to hang at MSI product code search (it said 'finished'). I ran it again after killing it (it took over an hour at that message, no hard disk activity), and it immediately asked for a reboot. So I did. When it restarted, cleanwipe didn't show up. So I figured maybe it had finished (but since it didn't show the complete message, I didn't know). So I installed the 64 bit laptop version, and during the installation cleanwipe popped up and began uninstalling stuff while the program was installing. So now nothing works.

I can install the 64 bit version, and it will ask for a reboot (and I can get into the GUI), however upon reboot nothing works. I can't open the GUI. I'm not sure if it's actually running or not. Cleanwipe won't remove it (the service continues to run after a reboot). The service can't be stopped. The only thing I can think of is reimaging the computer.

Does anyone have any idea what's going on?

Also why is it running a 32 bit version on a 64 bit host?

Comments 9 CommentsJump to latest comment

ᗺrian's picture

Run cleanwipe once more. It reboots twice. After your first reboot, it should've started again and you will need to reboot once more than you will get a prompt saying it has been completed and it will point you to the log.

Not all components/services of SEP are 64 bit, some are 32 so that's why it installs in x86.

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

Ashish-Sharma's picture

Try Clean wipe tool on safe mode and again error occure remove manually

How to manually uninstall Symantec Endpoint Protection client from Windows 2000, XP and 2003, 32-bit Editions

Thanks In Advance

Ashish Sharma

Mithun Sanghavi's picture


I am not sure what version of CleanWipe you are using.

For SEP 12.1, you need to use the CleanWipe for SEP 12.1, which would get from the Symantec Technical Support by creating a Case.

Secondly, in your case, I would suggest a manual uninstallation, check this Article:

How to manually uninstall Symantec Endpoint Protection 12.1 client from Windows Vista, Windows 7, and Windows 2008 32 and 64-bit operating systems

Hope that helps!!

Mithun Sanghavi
Associate Security Architect


Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

NRaj's picture

Try again with the right cleanwipe utility and after a reboot if it starts the installation utility and continues to pop-up use msicleanup utility to remove the traces of SEP. Then a fresh install should work.

Mgamerz's picture

I just tried creating a case. I am getting a MySupport Application Error. This is how my typical Symantec support cases go, where when I need to contact support it never works because the support portal never works. This is about the third time it has happened, and the sad thing is that we pay for support that never seems to work.

Ashish-Sharma's picture

Please open a case with support to get this resolved.

Contact Symantec Customer Care on

Regional Support Telephone Numbers:

United States: 800-342-0652 (407-357-7600 from outside the United States)

Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)

United Kingdom: +44 (0) 870 606 6000

Additional contact numbers:

Thanks In Advance

Ashish Sharma

Mgamerz's picture

I called them and opened a case. I do not understand why cleanwipe has to be such a pain to download and run. If one of my computers's AV isn't working, it should not be this much of a hassle to remove it and reinstall it. (In regards to getting the latest cleanwipe)

My boss has a Cleanwipe 12 RU1 MP1, and it doesn't do the MSI search, and upon the first reboot, it does not come up like it used to on other computers we have cleanwiped.

BUROTICA's picture

I am furious, support on the portal does not work as usual and I need cleanwipe utility for Symantec End Point 12.1 MP1 RU1. The objective is to reinstall the product after an installation interrupted.

What is the problem with this utility ???
Cleanwipe is top secret ???

Waiting for my client uses MSE without my approval. Ok this is not the ideal solution but the installation is easy. No slow system. No cost in standalone mode.



BUROTICA's picture
I found the solution yourself !!! Thank you google. Here is a link to download the latest version of CLEANWIPE without opening a support case.