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Can't Uninstall PGP Desktop

Migration User

Migration UserJun 25, 2014 12:30 PM

Migration User

Migration UserJun 25, 2014 03:25 PM

Migration User

Migration UserJun 26, 2014 12:20 PM

  • 1.  Can't Uninstall PGP Desktop

    Posted Jun 24, 2014 03:45 PM

    I am trying to uninstall PGP Desktop 10.3.2, running under OSX 10.9.3 (Mavericks). I only just installed this software a couple of months ago. 

    The Uninstall command in the Encription Desktop does not work (raises the prompt to go ahead Yes or No, but when I choose Yes does nothing. A look at the system console shows the following:

    6/24/14 3:37:00.260 PM PGP Engine[292]: *** -[__NSArrayM objectAtIndex:]: index 2147483647 beyond bounds [0 .. 8]
    6/24/14 3:37:00.261 PM PGP Engine[292]: (
        0   CoreFoundation                      0x9b306471 __raiseError + 193
        1   libobjc.A.dylib                     0x91e34091 objc_exception_throw + 162
        2   CoreFoundation                      0x9b1ced7a -[__NSArrayM objectAtIndex:] + 250
        3   PGP Engine                          0x0006bad8 -[CPGPAppController removeLoginItem] + 525
        4   PGP Engine                          0x00070da4 -[CPGPAppController doUninstall:] + 83
        5   PGP Engine                          0x0006d616 -[CPGPAppController uninstall:] + 41
        6   libobjc.A.dylib                     0x91e402af -[NSObject performSelector:withObject:] + 70
        7   Foundation                          0x970164b2 __NSThreadPerformPerform + 318
        8   CoreFoundation                      0x9b226b6f __CFRUNLOOP_IS_CALLING_OUT_TO_A_SOURCE0_PERFORM_FUNCTION__ + 15
        9   CoreFoundation                      0x9b21796b __CFRunLoopDoSources0 + 235
        10  CoreFoundation                      0x9b21706e __CFRunLoopRun + 1022
        11  CoreFoundation                      0x9b2169fa CFRunLoopRunSpecific + 394
        12  CoreFoundation                      0x9b21685b CFRunLoopRunInMode + 123
        13  HIToolbox                           0x904fcb5d RunCurrentEventLoopInMode + 259
        14  HIToolbox                           0x904fc8e2 ReceiveNextEventCommon + 526
        15  HIToolbox                           0x904fc6bd _BlockUntilNextEventMatchingListInModeWithFilter + 92
        16  AppKit                              0x92696369 _DPSNextEvent + 1602
        17  AppKit                              0x92695890 -[NSApplication nextEventMatchingMask:untilDate:inMode:dequeue:] + 119
        18  AppKit                              0x9268817c -[NSApplication run] + 727
        19  AppKit                              0x92671018 NSApplicationMain + 1165
        20  PGP Engine                          0x0006adf9 start + 53
    )

     

    I also tried the uninstall article recommended in another Forum query (http://www.symantec.com/docs/TECH149057). The Uninstall script referenced does not exist on my machine (in any directory), nor does the directory (/Applications/PGP.app/Contents/Resources/.  

    I would really rather not try to interactively execute all the sudo and other commands documented - I'm afraid I'll make a mistake and damage something. 

    So, can you help? 

    Thanks

     

     



  • 2.  RE: Can't Uninstall PGP Desktop

    Posted Jun 24, 2014 09:45 PM

    Update to my earlier post: I now realize that I installed 10.9.3 without remembering to uninstall PGP Desktop. So that's probably what's wrong. So I guess what I need to know is, how do I go about reinstalling the operating system such that I don't have to restore the whole system from backup?

    Clearly I'm not PGP Desktop material as a user. Thanks, sadly. 



  • 3.  RE: Can't Uninstall PGP Desktop

    Posted Jun 25, 2014 11:25 AM

    You need to use the latest version of 10.3.2 MP2.  Install that over the top first, then attempt to uninstall.



  • 4.  RE: Can't Uninstall PGP Desktop

    Posted Jun 25, 2014 12:02 PM

    HI, thanks. Installed 10.3.2 MP2 successfully. Issuing the Uninstall command still does not work. Still produces the following console log:

    6/25/14 11:58:52.578 AM PGP Engine[284]: *** -[__NSArrayM objectAtIndex:]: index 2147483647 beyond bounds [0 .. 8]
    6/25/14 11:58:52.616 AM PGP Engine[284]: (
        0   CoreFoundation                      0x9b306471 __raiseError + 193
        1   libobjc.A.dylib                     0x91e34091 objc_exception_throw + 162
        2   CoreFoundation                      0x9b1ced7a -[__NSArrayM objectAtIndex:] + 250
        3   PGP Engine                          0x0001b2d4 -[CPGPAppController removeLoginItem] + 525
        4   PGP Engine                          0x000205a0 -[CPGPAppController doUninstall:] + 83
        5   PGP Engine                          0x0001ce12 -[CPGPAppController uninstall:] + 41
        6   libobjc.A.dylib                     0x91e402af -[NSObject performSelector:withObject:] + 70
        7   Foundation                          0x970164b2 __NSThreadPerformPerform + 318
        8   CoreFoundation                      0x9b226b6f __CFRUNLOOP_IS_CALLING_OUT_TO_A_SOURCE0_PERFORM_FUNCTION__ + 15
        9   CoreFoundation                      0x9b21796b __CFRunLoopDoSources0 + 235
        10  CoreFoundation                      0x9b21706e __CFRunLoopRun + 1022
        11  CoreFoundation                      0x9b2169fa CFRunLoopRunSpecific + 394
        12  CoreFoundation                      0x9b21685b CFRunLoopRunInMode + 123
        13  HIToolbox                           0x904fcb5d RunCurrentEventLoopInMode + 259
        14  HIToolbox                           0x904fc8e2 ReceiveNextEventCommon + 526
        15  HIToolbox                           0x904fc6bd _BlockUntilNextEventMatchingListInModeWithFilter + 92
        16  AppKit                              0x92696369 _DPSNextEvent + 1602
        17  AppKit                              0x92695890 -[NSApplication nextEventMatchingMask:untilDate:inMode:dequeue:] + 119
        18  AppKit                              0x9268817c -[NSApplication run] + 727
        19  AppKit                              0x92671018 NSApplicationMain + 1165
        20  PGP Engine                          0x0001a5f5 start + 53
    )

    Any more ideas? 



  • 5.  RE: Can't Uninstall PGP Desktop

    Posted Jun 25, 2014 12:30 PM

    Do you currently have the hard drive encrypted?



  • 6.  RE: Can't Uninstall PGP Desktop

    Posted Jun 25, 2014 01:40 PM

    No, the hard drive is not encrypted. I only use the "virtual disk" facility with PGP. 



  • 7.  RE: Can't Uninstall PGP Desktop

    Posted Jun 25, 2014 03:25 PM

    duplicated in new comment



  • 8.  RE: Can't Uninstall PGP Desktop

    Posted Jun 26, 2014 10:44 AM

    No, the hard drive is not encrypted. I only use the "virtual disk" facility with PGP.  Should I not be commenting on your posts Alex_CST but rather posting new comments like this?



  • 9.  RE: Can't Uninstall PGP Desktop

    Posted Jun 26, 2014 11:06 AM

    (You can do it either way, we see themsmiley)

    Sounds like you might need to get Symantec tech support to manually uninstall.  Sounds like something has gone horribly wrong.  

     

    http://www.symantec.com/support/techsupp_contact_phone.jsp 



  • 10.  RE: Can't Uninstall PGP Desktop

    Posted Jun 26, 2014 11:50 AM

    Hi Alex, thanks, FYI the web reference you gave does not work. 



  • 11.  RE: Can't Uninstall PGP Desktop

    Posted Jun 26, 2014 12:04 PM

    thats strange, I copied it from my favourites:

     

    http://www.symantec.com/support/techsupp_contact_phone.jsp 

     

    For some reason, clicking the link takes you to a 404, if you refresh the page afterwards it works.  Very odd!



  • 12.  RE: Can't Uninstall PGP Desktop

    Posted Jun 26, 2014 12:20 PM

    got it, thanks so much Alex



  • 13.  RE: Can't Uninstall PGP Desktop

    Posted Jun 26, 2014 02:36 PM

    I think there is a space at the end of the tech support link hence its showing up as page not found.

    If we remove that space then the link is working and gives you the contact details for Tech Support.

     

    As for the issue the following recommended steps for manual uninstall is right for older version of pgp desktop

    (http://www.symantec.com/docs/TECH149057). The Uninstall script referenced does not exist on my machine (in any directory), nor does the directory (/Applications/PGP.app/Contents/Resources/

     

    Since the PGP.app is changed to Encryption Desktop.app we need to alter the script a bit to run.

    The old terminal command which we need to run was

    Type sudo /Applications/PGP.app/Contents/Resources/uninstall_pgp.pl --uid 501 and then press Enter.

     

    The new command would be

    Type sudo /Applications/Encryption \Desktop.app/Contents/Resources/uninstall_pgp.pl --uid 501 and then press Enter.

     

    Hope it helps

     



  • 14.  RE: Can't Uninstall PGP Desktop

    Posted Jun 27, 2014 02:19 PM

    Did Sarfaraz's last post help you in solving this problem? If not, try the manual removal instructions found here:

    http://www.symantec.com/docs/HOWTO100339