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Endpoint Removal Tool

Created: 06 Feb 2008 • Updated: 28 Apr 2009 | 271 comments
This issue has been solved. See solution.
Rumour has it that there is an removal tool for both Endpoint Protection and Endpoint Protection Manager?
 
Any links would be appreciated.

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Tracenet's picture
would also like to get that removal tool, too..!!!!
 
Regards, Tracenet
 
pbogu's picture

just call symantec support and ask for cleanwipe

brav's picture

I did and they had no idea what I was talking about :)

I also looked at the manual removal Instructions and noticed that some of the files that they advised to remove in Safe Mode weren't Symantec Files but files from other companies.

m00

Bumiputera's picture
@pbogu..
 
Do you where to get cleanwipe beside from symantec support ?
Qfactor's picture
I have had a ticket in with support for a week trying to get Cleanwipe. I can't get anyone to call back and hold times are unbelievable. I have the version for 10.X, not sure why it's so hard to get it for 11.X.
Symantec, Any comments?
Sandeep Cheema's picture
Please post your case number.
 
Thanks.

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

Mike T's picture
That is a stupid response, Symantec: "post your case number".  Answer the GD question. :manmad:
 
It is simple.  You read the question, and then type in a response.  Thousands of us are doing it. Is there such a utility, yes or no.  Is someone pulling their leg, yes or no. If not, where can these guys get it?
Paul Murgatroyd's picture
Mike,
 
Others have already answered the question, numerous times and in multiple posts (and at least once in this post).  Sandeep is requesting the case number so he can track down the call and work out what happened and find out why the caller couldn't get a copy of cleanwipe.
 
The standard way to get CleanWipe is to raise a call with support.  All support engineers should know about it (if they search our internal KB they will find it).  I cannot see us posting CleanWipe to the public site any time soon due its sheer effectiveness at removing our product.  If people need a copy, then please log a call (you can do this online using mysupport.symantec.com) - if you haven't had a reply after 24 hours please post your case reference here and one of us will follow up.
 
Please note that we would only recommend using CleanWipe as the final solution for removal of our product, the proper uninstallation routines should always be tried first.
 
 
 

Paul Murgatroyd
Principal Product Manager, Symantec Endpoint Protection
Endpoint twitter feed: http://twitter.com/symc_endpoint

Mike T's picture
Paul, thanks for your response.  As I was reading this thread, I did not see anything other than post to call and ask Symantec (which somebody did, and they said they had no idea).  I guess I was operating under the assumption that this was somebody's idea of a practical joke .. like saying, ask them for fdisk.  I saw all these posts wondering how to get it, then that one post from your employee that did not resolve it, and I guess I became a little upset.
 
My apologies.  I am glad there really is a tool. 
 
Mike
Paul Murgatroyd's picture
no problem, just wanted to make it clear why we ask for case numbers - we do follow up things offline and get them fixed.
 
I can see people's frustration at not being able to download CleanWipe from our website and I know there are versions available out there, but a freely available tool such as CleanWipe is in our view a very bad thing!

Paul Murgatroyd
Principal Product Manager, Symantec Endpoint Protection
Endpoint twitter feed: http://twitter.com/symc_endpoint

Qfactor's picture
case #311865639. I have called and left messages but have not gotten a response.
Thomas_atea's picture
Paul
Would it be possible to get an answer on why this tool must only be used as an last resort?
 
quote
"
Please note that we would only recommend using CleanWipe as the final solution for removal of our product, the proper uninstallation routines should always be tried first."
 
Im planning a larger installation and I would really need a relaible uninstallation that works on both Xp and Vista and 9-10.x versions, the migration have not worked like expected, I have read and followed the pre installation.
 
Best Regards
Thomas
Sandeep Cheema's picture
Qfactor,
 
Case # 311865639 is a case that was open for the 11d version of Backup Exec on SBS.
 
As far as the case logs indicate the case was resolved at the first go and archived with your permission.
 
 
I am sure there is some confusion over here.
 
In case you would like the cleanwipe for SEP, You cannot club that with a case thats with the Backup Exec.
 
You may wish to post the correct case number again in case this is not it.
 
 
 
 
 

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

Qfactor's picture
That would be a operator input error. I told her it was for Endpoint Protection 11.0. **bleep**!!!!
Qfactor's picture
And it was NOT with my permission. NO ONE EVEN CALLED ME BACK!!!!!
Ridiculous!
Qfactor's picture
Ok, I entered a new case #320-098-871.
I hope this one does not drop out.:smileyindifferent:
Sandeep Cheema's picture
Yeah...that looks more like it.
 
The details on how to get the tool have been sent in the email.
 
 

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

jmb's picture

The tool should be posted for the public to download. I for one (as I am sure is the case with many of us here) do not have the time to sit on hold just to ask for the tool, have us told there is no such thing, they'll call back, etc.

I've had many uninstalls go wrong to the point where I just re-image the computer. Thankfully I'm just testing and there are no users sitting around without a computer.

Obviously if there is such a tool there is a need for it and we should all have access to it. It's unacceptable to think we all have hours to sit on the phone and wait for someone.

Qfactor's picture
I finally got a copy of CleanWipe. I found that entering a ticket through MySupport is the quickest way. They send you an email and include a link to a secure site for download, along with a user name and password.
I understand why Symantec does not make this public, as if hackers got a hold of the code it could create real havoc.
Paul Murgatroyd's picture
yes, for those that don't want to call us or hang on the phone then https://mysupport.symantec.com is the best way to get in touch with support. 
 
Glad you can see where I'm coming from Qfactor, its a powerful tool and not something we want to make publicly available!

Paul Murgatroyd
Principal Product Manager, Symantec Endpoint Protection
Endpoint twitter feed: http://twitter.com/symc_endpoint

571411881's picture

I did the online case and no reply so far to my critical problem... when i call the tech support over the phone, they wouldn't give me any removal tools for SEP11. they only gave me NoNav2.611.exe.. the tech guy said he doesn't know of any clean wipe tools..    It's really frustrating when I feel I probably know more about this product now than the tech guy on the other line...   can someone please PM me the instruction on how to download the clean wipe tool to remove all traces of SEP of my server??

P.S. 

Case # 320-099-148



Message Edited by 571411881 on 03-19-2008 02:02 PM

Message Edited by 571411881 on 03-19-2008 02:02 PM

Qfactor's picture
CleanWipe is not supported for servers. I am not sure if they have any tools for removing the client from the servers. :smileysad:
Symantec... Any comments?
Paul Murgatroyd's picture

Cleanwipe is fully supported on Windows Server 2003 and 2000

571411881 I can see your call, its assigned to an engineer and is in his queue. Our goal for sev2 is to respond to your case within 4 business hours (classed as 8am - 6pm) of you logging it. Looking at my screen I can see you logged it at 19:51 GMT, so we still have a few minutes remaining to reply!

Paul Murgatroyd
Principal Product Manager, Symantec Endpoint Protection
Endpoint twitter feed: http://twitter.com/symc_endpoint

Bumiputera's picture
Hmm .. i'm agree with jmb, since i'm also get frustrated with our symantec local technical consultant.
Zurg1810's picture
Is there a cleanwipe tool for Vista? I have a new desktop PC with Vista Enterprise (with SP1). After I installed SEP 11 MR1 client, Windows Explorer (explorer.exe) hangs whenever I try to open it or open My Computer. I tried to uninstall SEP through Add/Remove and that hung up. I forced a reboot and tried to reinstall SEP. That failed too. If I can't get SEP off this machine, I'm going to have to do a full system restore. Ugh.
Zurg1810's picture
Thanks for the link, Scott. Should I assume from your suggestion that there is no "cleanwipe" for Vista yet? :smileysad:
SKlassen's picture
I believe Cleanwipe will work on Vista, but I can't say for certain.  Since you need to contact Symantec Support to get Cleanwipe, you may want to ask to make sure. 
Sandeep Cheema's picture
Scott/s right, The cleanwipe could be used on Windows 2000, Windows XP (32 and 64 bit), and Windows Server 2003 (32 and 64 bit.)
 
Not at all recommended to run the utility on Windows NT, Windows 9x, Windows Me or Windows Vista.

 

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

mill's picture
Paul,
 
After reading this message I tried to get cleanwipe.  First I was told I was at the wrong place (called number recommended by sales person), they connected me to what seemed to be an India call center.  Her only interest was getting contact information and giving me a priority number.  She give me a new number to call and told me to select the enterpise option.  I next got Christine how said the priority number meant nothing to her and would not say nothing about cleanwipe, only that she would momentarily send me documention on how to remove Endpoint from my computer.  That was Monday morning, I still don't have any info from Christine.
 
Endpoint crashed my computer, messing up windows.  I can't uninstall Endpoint (missing file).  So far I have wasted hours trying to fix problems created when I tried the Endpoint free trial.
 
How do I get to the help you say is available?
 
Wayne
Paul Murgatroyd's picture
did you get a call reference?
 
I presume you contacted us using one of the numbers here? http://www.symantec.com/business/support/contact_techsupp_numbers.jsp?pid=54619

Paul Murgatroyd
Principal Product Manager, Symantec Endpoint Protection
Endpoint twitter feed: http://twitter.com/symc_endpoint

mill's picture
Paul,
 
James Landers sent me this note.  He is a sales rep and wanted to know if I wanted a price on Endpoint.  When I emailed him about the problem, he sent this note. 
 
 For technical assistance, please call our enterprise tech
support at 800-927-4017.  You can also access our technical forums at
https://forums.symantec.com/
 
At the above number I was told I was at the wrong place and transfered to the Indian call center.  I don't have the number they gave me, (its at the office) but it was a different US number.  I'll look it up on Monday.
 
Thanks for the quick response, mayber there is someone at Symantec that tries to help potential customers.
 
Wayne
 
SKlassen's picture
Mill (Wayne):  Ok, I see why your getting the telephone run-around and Paul must have missed the part of your post where you said trial version.
 
On the download page for the trial version it states:  PLEASE NOTE: Technical support is not provided for this trialware release, and it is not covered by any existing support/maintenance contracts.  Don't bother calling sales or tech support, since they won't give you the tool.  Wait and see what Paul says next, he may be able to get it for you. 
 
If you don't want to wait, you can follow the manual uninstall procedures: 
 
 
smith3233's picture
I am also in need of the CleanWipe tool. 
 
My case number is:
 
#320-105-209
 
It is a new case, however the response I got via email was not helpful.  Any help would be appreciated.



Message Edited by smith3233 on 04-18-2008 09:10 AM

Sandeep Cheema's picture
Done, You should have an email from the case.
 
 

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

smith3233's picture
Thank you so much for responding quickly!!
Vernon Johnson's picture
I too am in need of the CleanWipe tool, followed your advice to others on this thread, and opened a MySupport ticket and got a response to "CALL BY PHONE"  can you please straighten this out?
 
Case # 320-105-260  (I had an earlier case # from yesterday (case 320-105-088) but mistakenly closed it, first time using the form).

Apparently, since there was no appropriate choice in the drop-down list for request type (as far as I could see) the request does not get seen by the appropriate people? 

Sandeep Cheema's picture
You got it,
 
Check your email
 
 

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

Vernon Johnson's picture
Thank you for the rapid action Sandeep.  It's good to know that you are there to help!!!
:smileyhappy:
 
Regards
Vernon Johnson
LSINCW's picture
I also need this tool.
 

Case # 320-105-281

Thanks,

Neil

Piyush Jhunjhunwala's picture
Done.
 

Piyush Jhunjhunwala

Product Analyst - Enterprise Security  

Symantec Small Business Security Certified

Symantec Corporation

Piyush Jhunjhunwala

| Technical Support Analyst | Enterprise Support ( Endpoint Security) |
| Symantec Corporation | www.symantec.com |

EagleOne's picture
I need this tool as well.
 
Case #311-811-017
 
Thanks,
SB
Nico Hermac's picture
can anybody send me this tool
 
thanks
 
nico
BlackHalo's picture

Can I have this tool.... Your Support is %^*&%*& *&^&*^......

Case Number #220 726 475
&
Case Number # 320-106-778 says V9 as there was NO option for SEP11 MR2

PLEASE SENT ME THE TOOL

Sandeep Cheema's picture
You have it, In your mail
 

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

XR650RRider's picture
I need it as well.
 
Case number 320-107-042
hydtech's picture
Could I also please get this tool.  Case number 320-107-367.
 
Thanks
acts31920's picture
I would like the CleanWipe tool as well
Jordmatt's picture

Hi,
It would be great if we could get this tool as soon as possible as we are having trouble with a server with symantec endpoint protection. We tried to uninstall it as explained in the case....now it doesn't appear in the add/remove programs list but it starts up with only network threat protection...would like to tool to completely remove it.

thanks in advance

case number: 320-107-735

Sandeep Cheema's picture
Sent it over in the email.
 
 

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

Phil Dressel's picture
Cleanwipe needed as well please. 
 
Email to {edited to prevent spam}
 
Thanks



Message Edited by OptimusPrime on 05-30-2008 03:56 AM

Sandeep Cheema's picture
Cleanwipe can be obtained by contacting support.
 
However, At times people do not get the tool on time despite opening up a case, If a Symantec Employee is lingering around, He may send the tool across through the case via email.
 
Not your or my fault, but cant send directly to an email address.
 
 
 
 
 
 
 
 
 
 

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

pbogu's picture

[nagging on]

if you create a new case at mysupport with a subject like CleanWipe Request and set it to Critical you can count that you will get response pretty fast (tested with MakeDrop for v10). i don't think that in every case you need to post your request in here.

[nagging off]

just my .02$

TNJeremy's picture
Cleanwipe needed as well.  Case 320-108-187.
Sandeep Cheema's picture
Sent it to the email address linked to the case

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

472's picture
{Editted to prevent spam}

 
Needs it also
 
 
Thank you in advance!!!!



Message Edited by OptimusPrime on 05-30-2008 04:01 AM

JKD0401's picture
I need both as well; please send to {Editted to prevent spam}
Thank you in advance.



Message Edited by OptimusPrime on 05-30-2008 03:57 AM

rdifrancesco's picture

Could someone please email the cleanwipe utility to me also?

{Editted to prevent spam}

Thank you,
Ryan



Message Edited by OptimusPrime on 05-30-2008 03:58 AM

Dan-O's picture
Please email to me as well...  Case # 320-108-506  Thanks!!!  Dan



Message Edited by Dan-O on 05-06-2008 07:26 PM

TechGuyJustin's picture

Case # 320-108-691

Please send!!

Thanks!

Sandeep Cheema's picture
Sent it over.....
 

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

TechGuyJustin's picture
Thanks again!
 
One more question, after running this tool dose it require a reboot?
 
Thanks!
Sandeep Cheema's picture
Not mandatory but highly recommended, You would get the options to pick from and its gonna tell you what's recommended.
 
 

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

dnack's picture
i need to tool as well.  case id 290-987-317 please email to {Editted to prevent spam}
 
thanks



Message Edited by OptimusPrime on 05-30-2008 03:58 AM

sedlerj1's picture
Good Morning.
 
Has anyone used this tool to remove MR2 and then had issues afterwards ... such as PTP being disabled and/or connecting via VPN?
 
We've tried rebooting, using the 'Fix' button, LiveUpdate, but nothing seems to enable PTP.  VPN is hit or miss; sometimes it works, other times it does not.
 
Thanks.
pbogu's picture

@sedlerj1

I don't think it's related to CleanWipe.
Please start another tread or search for similar problems.

rdifrancesco's picture

Hi Justin - if you have received a copy of the cleanwipe utility, would you be able to email me a copy?  If you can, it would be greatly appreciated.

{Editted to prevent spam}

Thanks.



Message Edited by OptimusPrime on 05-30-2008 03:59 AM

Jason Vickery's picture
Justin...or anyone that can help...please forward a copy of that CleanWipe to me as well. 
 
{Editted to prevent spam}
 
I have hit a wall trying to get the SEP completely removed from a machine.  I tried to uninstall using Add/Remove Prgs which just somehow resulted in 2 listings of SEP, and then tried the manual uninstall instructions, and now everytime I attempt to reinstall a fresh copy of the software it gets to a certain point in the installation process then rolls back.
 
 



Message Edited by OptimusPrime on 05-30-2008 03:59 AM

Mark Greifenberg's picture
Hi, can anybody forward the cleansweep tool to me?
 
Thanks
BalsaDawg's picture
Sandeep,
 
I need CleanWipe as well.
 
My Case Number is: 320-110-407
 
 
Thanks
Sandeep Cheema's picture
Sent it over....

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

NYCbytes's picture
Can I please have the removal tool as well...
having numerous issues -
 
ID 281354343
 
Thanks in advance...
asdf1234's picture

I just submitted a case: 320-111-077
I need the removal tool if possibly by 8am tomorrow morning - i have a client with a broken network from this SEP install.

Please send to my email.
Thanks

Sandeep Cheema's picture
Sent.
 
 

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

Dale Hubbard's picture
Need it also.  Going back to 10.2 and can't get it to install correctly due to Endpoint previous installed and taking over.
Phil Dressel's picture
I'm along with the others, can someone email me Cleanwipe.  Got a problem system here.
 
{Editted to prevent spam}
 
Thanks



Message Edited by OptimusPrime on 05-30-2008 03:59 AM

JD565's picture
Sandeep,
 
I need CleanWipe as well.
 
email to {Editted to prevent spam}
 
 
Thanks



Message Edited by OptimusPrime on 05-30-2008 04:00 AM

mcpp's picture

Sandeep,

I need cleanwipe also. My case nr is 320-111-403

thx

LionelM's picture
Another one for me please ?
 
240-770-376
 
Thanks
Clearwater County's picture
I am looking for the removal tool also.  Have a number of issues with this install.
 
 
ID: 1003127535
FFFCU's picture
Paul,
We need a copy of CleanWipe also.
Case number 320-111-630
Thanks,
Sandeep Cheema's picture
Sent over..............

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

symcisacpuhog's picture
Why does everyone put up with Symantec not properly uninstalling? Instead of asking for a "cleanwipe tool" shouldn't we be asking...."Symantec, why, after several years in business putting out this AV product are you STILL not able to Uninstall your own product, when most have your competitors have been doing it flawlessy for over 4 years"??????????????????????  This is embarassing.....you would think they would have gotten the uninstall to work by now, its bad enough we have to deal with crashing machines and resource hogging all the time.
dleehnrg's picture

Please forward me the tool as well. Thanks

scott snow's picture

Need a copy of cleanwipe

Case # 320-111-818

Thanks.

Sandeep Cheema's picture
Sent over, Scott.......

De facto when AV does something, it starts jumping up and down, waving its arms, and shouting...

"Hey!  I found a virus!  Look at me!  I'm soooo goooood!"

doctortt's picture
Guys, I need cleanwipe too. How do I go about getting it? Can someone send it to me? Email is {Editted to prevent spam}. Thanks



Message Edited by doctortt on 05-22-2008 09:35 AM

Message Edited by OptimusPrime on 05-30-2008 04:00 AM

Kooima's picture

I need the removal tool also.

Case #290992004