Thread Info
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Reinstalling Sophos with Previously Deleted Users

John Price1

I am a business owner and have several Mac users who were deleted but the agents were not uninstalled. 

I am trying to re-add them to new licenses but the 60 days has passed since they were removed so I can't get their tamper protection passwords so can't remove the agents to reinstall them. 

They are all remote so I do not have physical access to the machines. 

 

Is there any way to remotely remove the agent/have them remove it so that I can reinstall it?



This thread was automatically locked due to age.
  • 0

    Hi  

    Could you please check under recover tamper protection if you are able to see deleted users/devices. Please check this article and let me know how it goes.

    Shweta

    Community Support Engineer | Sophos Technical Support
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
    The New Home of Sophos Support Videos! - Visit Sophos Techvids
    • 0 in reply to Shweta

      Shweta, 

       

      As I put in the original post, the 60 days has passed since they were deleted so I am unable to recover the tamper protection passwords. 

      • 0 in reply to John Price1

        You can uninstall it from terminal with a switch for the tamper password I believe.

         

        How to uninstall Sophos Anti-Virus for Mac

        Managed by Sophos Central

        1. Open Terminal and run the command cd /Library/Application\ Support/Sophos/saas/Installer.app/Contents/MacOS/tools/.
        2. Run the command sudo ./InstallationDeployer --remove --tamper_password <pw> where <pw> is the tamper protection password which can be found in the device information on the Sophos Central. 

         

         

        See here for more: https://community.sophos.com/kb/en-us/14179

         

        You should be able to type up instructions on that for a user to complete.  I think any admin user would work but I could be wrong.  You could also try enabling root and then running the command with the password to see if that would take.  If you cannot get someone instructions I believe team viewer has a trial license you could use to remote in.

         

         

        Respectfully, 

         

        Badrobot

         

        • 0 in reply to Badrobot

          The user cannot access terminal because the  Sophos agent is blocking it. 

           

          please read the original post, I do not have the tamper protection password as it has been more than 60 days since the user was originally. 

          • 0 in reply to John Price1

            Again I cannot verify this since I cannot replicate the scenario but you can try to boot the Mac in recovery mode and access terminal from there.

             

            Then you can try to remove Sophos, there are a few links online that show different methods I would look them over.  

            Also have you tried technical support?  They may be able to help.

            Respectfully, 

             

            Badrobot

             

            • 0 in reply to John Price1

              Hi  

              I would request you to open a support case and message me the case number. 

              Thanks,

              Yashraj Singha 
              Manager, Global Community
              Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
              If a post solves your question, please use the 'Verify Answer' button.

              The award-winning home for Sophos Support videos! - Visit Sophos Techvids

              • 0 in reply to Yashraj S

                Support case is 9310151