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Help, need the clean wipe tool

Created: 20 Mar 2013 • Updated: 21 Mar 2013 | 11 comments
This issue has been solved. See solution.

to remove symantec endpoint antivirus 11 from computer

case id 03941843

Operating Systems:

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ᗺrian's picture

Check here

Since you have case number, they will send you the login details and than you can go in and download

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.

Rafeeq's picture

They will email you the ID and Password . You can then download it.

torgny_t2's picture

This is all i got....

---------- Forwarded message ----------
From: "CBO Business Ops" <>
Subject: [03941843] Clean Wipe Download Request
Date: 20 mar 2013 13:57

Thank you for contacting Symantec Global Customer Service.

Here is the case id number 03941843 as reference for this call.

Please let us know if we may be of further assistance.

Kind regards,
Darell C.
Customer Service Representative

Global Customer Service
Symantec Corporation

Please note that all Symantec Global Customer Service case responses from Customer Care will now be sent from To ensure you receive case updates, please verify your email settings recognize this email address.

To submit a new request for assistance, please visit the Symantec Customer Portal:


torgny_t2's picture

This i why i don´t sell Symantec. This i why i dislike the support. Because it sucks!!!!!!

Give me a link.

Spent 55 minutes in phone with Symantec custumer support and the only thing i got out of it was a case id that I haven´t got anny use for

Never Symantec again. My Panda antivirus software support in Sweden I can call and get instant help on business hours, havent got anything that they havent solved for me. Thats custumer care there it supposed to be....

John Santana's picture


I was lucky today, Symantec replied to me in just 13 minutes since I wrote email to :-)

they sent me email with the link to get Cleanwipe.

Kind regards,

John Santana
IT Professional


Please be nice to me as I'm newbie in this forum.

Rafeeq's picture

why do you want to remove SEP 11.0. whats the error message if you try to remove from add/remove programs? have you tried MS cleanup utility...

torgny_t2's picture

It is a computer that shall have another brand of antivirus. No support/contract with Symantec any longer. Central hq has decides to have the same antivirus on the whole org.
Computer hangs in middle of uninstallation. If cancel is pressed it takes forever to stop. The Symantec shield is beside the clock.

MichaelD50's picture

CleanWipe is available to any customer that has a current, valid support contract.

You do have a current contract, don't you?

If not, here is a link to the manual removal doc that is available to the general public:

Manual uninstall documents for Symantec Endpoint Protection


Rafeeq's picture

it seems like the installation got corrupt. if you have any previous installation source, run it, repaid the sep and then do the uninstall while we wait for the cleanwipe

there is always a manual process to uninstal but if its happening on multiple machines then cleanwipe would do the job

Mithun Sanghavi's picture


Thanks for the Case Number. I am working on it.

In case if you do not have Valid contract, you may try Manual Uninstallation steps - 

Manual uninstall documents for Symantec Endpoint Protection

Check these Articles:

How to get the CleanWipe tool (Endpoint Removal)

New Cleanwipe version is introduced in SEP 12.1 RU2

You may need to contact Symantec Technical Support and create a case for Latest CleanWipe Tool.

Check these Steps below:

How to create a new case in MySymantec

Phone numbers to contact Tech Support:-

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:

Hope that helps!!

Mithun Sanghavi
Associate Security Architect


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

John Santana's picture

Yes, that is right, all you need to do is obviously wait and let them prepare the FTP login to the site to get CleanWipe.

Kind regards,

John Santana
IT Professional


Please be nice to me as I'm newbie in this forum.