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Interesting Endpoint Removal Predicament...

Created: 24 Mar 2013 • Updated: 25 Mar 2013 | 10 comments

Hi everyone,

I've got an interesting predicament on my hands. I downloaded a copy of Endpoint Protection provided free by my university onto my Windows 8 laptop thinking that it would run. Turns out that due to compatibility issues, it won't boot at all (I'm thinking the version provided by the University is outdated and won't run on Windows 8)

But... because I'm just a student and don't have the key, I'm not able to update the version to a Windows 8 compatible version. (The current version is 12.1.1101.401). Because of this I'm trying to uninstall the program but am having a heck of time doing it.

I've done pretty much everything I can think of to get rid of it but have failed with every attempt. I've gone into just the regular Add/Remove program, regedit, tried deleting the program files, and and msiexec from the administrative command prompt, but due to the permissions being screwy, I can't remove anything. When I attempted to run CleanWipe I get the following error:

21:41:32 INFO Initializing removal engine...

21:41:32 INFO Engine version: 12.1.2015.2015

 

21:41:32 FATAL Fatal error: Could not copy file C:\Users\Ty\Desktop\CleanWipe.db to C:\Users\Ty\Desktop\CleanWipeState.db.
 
21:41:36 FATAL . Error code: 2 (0x2): The system cannot find the file specified.
 
I really have no idea on what to do next. I've been trying to solve this for hours since the program is a parasitic CPU leech, consuming about 40% of the CPU without even running the program! I could really use some help!
 
Thanks!
Operating Systems:

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W007's picture

hello,

SEP 12.1.2 are supported windows 8.

 

What's new in Symantec Endpoint Protection 12.1.2

Article:HOWTO81091  |  Created: 2012-10-24  |  Updated: 2013-01-30  |  Article URL http://www.symantec.com/docs/HOWTO81091

 

 

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MongolYak's picture

I get the following error, "This program has compatibility issues" and gives the endpoint data. Any clue as to what that could be then?

W007's picture

SEP 12.1.1101.401 are not supported Windows 8.

SEP 12.1.2 are supported windows 8,you can download for file connect using license file.

https://fileconnect.symantec.com/.

 

You can run Clean wipe on Local Administrator account.

 

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

MongolYak's picture

Yes, like I said in the original post, as I'm a student, I'm not provided with a security key that will allow me to access and download the correct file. Hence me being in a pickle.

CleanWipe doesn't work on my Local Administrator account. I get the same error.

W007's picture

Hello,

Without Licence key you don't upgrade your current sep client version.

 

Clean wipe tool error releated one of thread

https://www-secure.symantec.com/connect/forums/cle...

 

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sandra.g's picture

Manish, he is not trying to get a Windows 8-supported version. He is only trying to remove 12.1 RU1 MP1. Interesting thread, though, with the same issue MongolYak is having. (Though the message is slightly different.)

but due to the permissions being screwy, I can't remove anything.

Do you mean Tamper Protection? (In other words, SEP trying to prevent itself from being tampered with?)

Looks like Cleanwipe may be the newest version given the engine version that displays. Does it display a version in its name? (Did you get Cleanwipe through your school? Cleanwipe typically is only available from Symantec Support.) Any entries in the Windows event logs at the same time you run Cleanwipe to suggest permissions problems in the Desktop folder?

Logging in as Local Administrator fails to allow it to run--so "Run as Administrator" should fail too, but does it?

sandra

Symantec, Information Developer
Installation, Migration, Deployment and Patching
User Protection & Productivity, Endpoint Protection

Don't forget to mark your thread as 'solved' with the answer that best help

MongolYak's picture

Sandra,

Thanks for reading this. I got the newest version of CleanWipe of Symantec, but the general email they sent out didn't help anything. It isn't able to write itself I'm guessing?

I ran the Symantec Help v2.1 again and it's now telling me that the Remote Registry Servce needs attention, and that the UAC is enabled, even though I've gone ahead and turned it off.

As far as the Tamper Protection goes, yes, it seems to make itself a Super-Adminstrator. I've changed the permissions on it for everything, giving myself full access and it still will not allow itself to be deleted, including running the commands through the command line with admin access, regedit, and even in Safe Mode. I'm at a loss on what to do with it now.

Thanks again!

sandra.g's picture

You're welcome!

Have you seen this? Obviously not generally recommended but: How to Disable "Tamper Protection" on a SEP 12.1 Client

Of course, if the school's exported packages have locked this setting down, you may not be able to do this without intervention on their part.

Pretty sure, though, that disabling Tamper Protection is not typically required to uninstall SEP. I know the %TEMP% directory is not named in your error, but how does that directory look? Restricted permissions on the directory? Are there a lot of files in it?

And you don't see anything corresponding in the Windows event log(s)?

sandra

Symantec, Information Developer
Installation, Migration, Deployment and Patching
User Protection & Productivity, Endpoint Protection

Don't forget to mark your thread as 'solved' with the answer that best help

tmoldon's picture

When you download the cleanwipe program there is two files, CleanWipe.db and CleanWipe.exe. The error you are getting is because the file CleanWipe.db is not in the same directory as CleanWipe.exe.

SMLatCST's picture

Perhaps you could try the below article for full manual removal instructions?

http://www.symantec.com/docs/TECH161956

Unfortunately, this has net yet been updated for Windows 8 crying