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How to get the CleanWipe tool (Endpoint Removal)

Created: 19 Mar 2012 • Updated: 31 Jul 2012 | 47 comments
Thomas K's picture

Hi Folks,

 

If you are looking for the CleanWipe tool, here is some information that may save you some time and frustration. Users must open a case with Support to get the CleanWipe tool. Be wary of other sources that may have the tool available. You might not be getting the most current version, and you never know if the download is malicious or not. Only use the tool provided by Symantec Support.

As of 7/31/12, the latest version of CleanWipe is v12.1.1101.401.

 

The tool supports the following OS’s:

  • XP 32/64
  • Vista32/64
  • 2000 32/64
  • 2003 32/64
  • 2008 Server 32/64
  • Windows 7 32/64

 

Please note that Symantec only recommends using the CleanWipe tool as the final solution for removal of our product, the proper uninstallation steps should always be tried first.

Support Support  -  http://www.symantec.com/support/contact_techsupp_static.jsp

If you are not able to open a case, there are manual removal documents available that can help you with removing all traces of the SAV/SEP product.

Methods for uninstalling Symantec Endpoint Protection

Manual uninstallation documents for Symantec Client Security products

 

Cheers,

Thomas

Discussion Filed Under:

Comments 47 CommentsJump to latest comment

KolmarO's picture

Thank´s Thomas.

We will do that.

 

Gerald Selvaraj David's picture

Good Document Links for manually removal

Ashish-Sharma's picture

Thanks Admin for sharing such the valuable information.

Thanks In Advance

Ashish Sharma

 

 

mselim@kfmc.med.sa's picture

i can't find the link to download CleanWipe

pete_4u2002's picture

Users must open a case with Support to get the CleanWipe tool.

Bkopdag's picture

URGENT, PLEASE PROVIDE LAST VERSION of CLEAN WIPE TOOL, I TRY OLD VERSION OF IT, COULDN'T UNINSTALL AND I NEED LAST VERSION.

PLEASE

Mithun Sanghavi's picture

Hello,

The Latest version of CleanWipe is Cleanwipe-v12.1.1101.401

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

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

Chetan Savade's picture

Hi,

Best way is to create a web case, Support engineer will send you the login credentials to download the utility.

How to create a new case in MySupport

http://www.symantec.com/docs/TECH58873

How to Create and Validate a SymAccount for using Symantec's MySupport

http://www.symantec.com/docs/HOWTO31127

How to update a support case and upload diagnostic files with MySupport

http://www.symantec.com/docs/TECH71023

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.<

tombaby's picture

Hi

Facing problem for reinstalling on  the client pc  Symantec endpoint protection 12.1, where I can find the cleanwipe tool latest ver. , .

Best Regards

pete_4u2002's picture

as mentioned here, contact technical support

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.

I AM A RESELLER SYMANTEC ENTREPRISE SOFTWARE FOR OVER 10 YEARS AND I'AM TIRED OF INCOMPETENCE OF SUPPORT !!!

BECARFUL !!! WAKE UP BEFORE WHAT YOUR RESELLERS AND CUSTOMERS LEAVE THE SHIP !!!

 

jkubu's picture

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.

We do periodically review our recommendations about tools and their availability.  Because of your input, we are discussing whether we can make CleanWipe more accessible.  Thank you for bringing this to our attention!

We will reply to this thread by the end of September with an update on our conversation about this utility.  We appreciate the input!

Jon Kubu

Senior Manager, Enterprise Support Services

haroldg's picture

Highly doubt someone with this amount of grammar and spelling errors is actually in sales

jkubu's picture

We appreciate your input and suggestions about the availability of CleanWipe.

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. 

 

 

Jon Kubu

Senior Manager, Enterprise Support Services

rudyCNP's picture

I've always downloaded and used cleanwipe from locations other than Symantec. Check sum matches that from Symantec. It's time consuming to go through tech support when you know what you need and know how to get it. This works for me and may not work for you and your environment.

Blanchoid's picture

It is even more time consuming when it is not possible to log a call with technical services.

This is what I get:

 

MySupport Application Error

The MySupport application has encountered a program error. You can either try again or contact  Symantec Technical Services 

Thank you for your patience.

Marginally better that the cryptic Intneral server error I have been getting for the last two weeks, I have tried to log this on more than one PC so it is not just me being stupid.

I would think that most end users would not come to this forum and that most would actually be IT Professionals that could be trusted with removing a stubborn installation so a link wold be nice with a disclaimer: use at your own peril.

Symantec: caveat emptor

pkeith's picture

While I understand the need to consult with the technical support before being granted access to Cleanwipe, it is an impossible task. It has been emphasized numerous times that a case needs to be created with support. I log on to MySymantec and try to create a support case and it will not allow it as Symantec Endpoint is not listed as a product. It will not allow a blank entry and, of course, there is no other contact information available.
 

How is one supposed to create a case when there is no way to do it?

zafar1907's picture

thanks for sharing.

Thanks and Regards,

Mohammad zafar

Please Mark as solution if this comment solved your Issue....

HHuff's picture

Not being the primary holder of the customer number or purchase ability, I cannot fill out all the necessary infromation to allow a case to be opened. End result I have a machine that I now have to wipe completely and reload from scratch, 6-8 minimum man-hours that access to the Cleanwipe would have prevented. Not very effecient way to support your customers.

John Santana's picture

Thank you !

Kind regards,

John Santana
IT Professional

--------------------------------------------------

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

Ambesh_444's picture

Thanks team...

 

Thank& Regards,

Ambesh

"Your satisfaction is very important to us. If you find above information helpful or it has resolved your issue. Please don't forget to mark the thread as solved."

SameerU's picture

Hi

Please call support 0008004401457

Regards

 

ksullivan's picture

Hello.  I need help getting the cleanwipe utility.  I have a case # 03768085.  I have never experienced such difficulty with support and getting assistance on any product I've ever worked with.  I have been on the phone for over an hour and was transferred 8 times only to end up with the person I started with.  Very frustrating.  All I want is the download link for the utility.  Can I get that please?

kimberlyw's picture

Hello ksullivan,

 

I have reviewed your case that you had opened and it looks like an email was sent to you today with the cleanwipe tool download instructions. Please let me know if you need further assistance on this. Thank you.

ksullivan's picture

Hi kimberlyw.  The email sent only contained a link back to this exact site; not to any download.  Luckily I have a friend at another company who was able to send me a copy of the utility.  Its funny, I have heard horror stories about how poor the support was at Symantec and always thought it couldn't be that bad.  Guess I was wrong.  I spent hours with Symantec support and may as well never picked up the phone.  Just awful! 

John Santana's picture

Is there any reason why that tool cannot be shared here to the public ?

Kind regards,

John Santana
IT Professional

--------------------------------------------------

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

Ajit Jha's picture

Hi

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.

Regard's

Ajit Jha

Technical Consultant

ASC & STS

John Santana's picture

Cool,

Thanks Ajit.

Kind regards,

John Santana
IT Professional

--------------------------------------------------

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

RealLG's picture

I understand the risk envolved with this tool, but some people have been using these types (CleanWipe) for many of years. I believe with the proper liablity statement it (which is stated multiple times throughout these Articles) the user should be able to download the program. Some have stated 10 as a parenter of Symantec. I know I have been using symantec products on both servers and workstations since 1995! I think I would know what could happen if this application was used in a wrong way.

 

Thanks my 2 cents and I will find the application elsewhere....

.Brian's picture

Cleanwipe is now included in the Tools folder of the download ISO. This is new with 12.1.4

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.

RealLG's picture

_Brian,

 

Thanks for the info....We are still waiting for that version to be approved for networks. Thanks for the info and I will see about getting it sooner then later!

SameerU's picture

Hi

Please log a call in Support on the following number 0008004401457

Regards

 

Gerald Selvaraj David's picture

Can the new version Cleanwipe used for older version of SEP 11 and SAV 10

SebastianZ's picture

Sure it can be used for that - have a look here for the complete listing of product you can remove with Cleanwipe:

https://www-secure.symantec.com/connect/articles/n...

.Brian's picture

It can only be obtained via Symantec support.

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.

SameerU's picture

Hi

Please log a case with symantec at 0008004401457

Regards

 

venktesh's picture

Thanks Thomas K. For such guidance article.

AjinBabu's picture

HI, 

It is only available via support.

Regards

Ajin

rudyCNP's picture

I know fully understand why one would need to call tech support first. I can only imagine someone using the tool and them not liking the results...then blaming Symantec. Good call!

.Brian's picture

Cleanwipe is now freely available with the 12.1.4 download. Located in the Tools directory on the ISO

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.