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Hidden pieces of a very old version of Endpoint needs to be removed

  • 1.  Hidden pieces of a very old version of Endpoint needs to be removed

    Posted Jan 30, 2018 02:21 PM

    I have a computer that must have a very old version of endpoint probably that came with the original hardware (ended up being transferred with the data from the original hard drive) because windows 10 update won't work until symantec endpoint is removed.  Can you provide a clean wipe tool for very old versions of endpoint.  I have tried the clean wipe for 11.X and newer but it did not remove the problem.  Thank you for the help.



  • 2.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Posted Jan 30, 2018 02:24 PM

    Download cleanwipe from this link:

    http://www.symantec.com/docs/HOWTO124983

    It's the latest version.



  • 3.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Posted Jan 30, 2018 04:55 PM

    I can't find the serial number.  Please send a link to the file.  Also this is for versions installed in 2009 and 2011/2012.  Thanks

     



  • 4.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Posted Jan 30, 2018 04:59 PM
      |   view attached

    What serial? Cleanwipe is attached under the 'Download Files' section on the right hand side.

    Any way, I attached it in case.

     

    Attachment(s)

    zip
    CleanWipe3897.zip   3.83 MB 1 version


  • 5.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Posted Jan 30, 2018 05:42 PM

    I ran it but I still get the message that Symantec Endpoint Security must be deleted.  Now what should I try.  Thanks

     

     



  • 6.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Posted Jan 30, 2018 05:48 PM

    Well that's the purpose of cleanwipe so I can't say why that message comes up. Perhaps a screenshot will shed some light on it.

    Outside of manual removal I don't know of any other options.

    Manual removal options are here:

    http://www.symantec.com/docs/TECH96924



  • 7.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Broadcom Employee
    Posted Jan 30, 2018 05:57 PM

    Hi Marc,

    I'd be curious if you could double check the name of the installed program you're trying to remove.  The Cleanwipe tool Brian sent you will almost always work.  If you would grab a screenshot of the product UI or check under Programs and Features, that would be interesting.  Thank you. 

     



  • 8.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Posted Jan 31, 2018 06:04 PM
      |   view attached

    I followed the directions and did not find those files but see attached file that was a search of the c drive for symantec.  Please advise on my next steps.  Thanks

    Attachment(s)

    docx
    symantec files.docx   124 KB 1 version


  • 9.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Broadcom Employee
    Posted Jan 31, 2018 06:12 PM

    It's tough to say based on that screenshot.  If you go to your Windows button / Start button, then go to the Run or Search field and type in "appwiz.cpl" and click OK it will launch Programs and Features.  Then if you'd please scroll through that list and provide the names of any Symantec (or Norton) products that show up.  Screenshots would be fine as well.  Thank you. 

    Edit - I did not see Brian's comment when I initially made this post, but agreed, the path mentioned there looks very non-standard.  I wonder if this might be a customized version of SEP that was packaged with that machine? 

    You may just need to do a manual removal, but I'd still be curious to know what shows as being installed. 



  • 10.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Posted Jan 31, 2018 06:12 PM

    Can't say I've seen SEP create those before, even older versions I don't remember doing that.

    What's in them? Have you tried just deleting? If you want if off the system I don't the harm in deleting.



  • 11.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Posted Jan 31, 2018 07:36 PM
      |   view attached

    No norton or symantec under appwiz.cpl.  See attached.  I tried deleting from file explorer but it did not go away.  All suggestions are welcome.  Without the ability to update windows the laptop will eventually be not very usable.

    Attachment(s)

    docx
    symantec issues.docx   348 KB 1 version


  • 12.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Trusted Advisor
    Posted Feb 01, 2018 02:31 AM

    It would appears that the laptop have some sort of customised software installed from University of Pennsylvania's bi-annual hackathon event. So I am wondering if this was some sort of testing.

    If I were you, I'd have the laptop wiped and rebuilt from fresh to ensure there is nothing 'dodgy' installed on the laptop. (obviously after doing a backup of your personal data!)



  • 13.  RE: Hidden pieces of a very old version of Endpoint needs to be removed

    Broadcom Employee
    Posted Feb 01, 2018 08:29 AM

    Hi Marc,

    I'd have to agree with @Tony Sutton at this point.  If you have the option to do so, backing up your data and then having this system wiped and rebuilt would be your best bet, and would help to ensure that you have a good security posture moving forward. 

    I noticed there is nothing even showing up as being installed from Symantec or Norton.  So whatever is blocking your Windows Updates is just some leftover remnant at this point - possibly in the registry. 

    I think your best two options would be:

    - Ideally, backup your data and wipe the laptop, then re-install Windows
    - If the above option won't work, try a manual removal as @Brian suggested earlier, but this could be tricky based on what we've seen so far

    I really hope this works out okay for you.  Please post again and let us know how you decide to proceed.