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unable to uninstall sophos agent and AV modules

Hi Sophos experts,

I'm trying to uninstall sophos agents and other modules but stuck at failed and cannot connect to service errors for each and every module.

We have deployed another AV solution and both are making the use of workstations impossible.

I have tried running batch files in admin mode, and tried uninstalling modules from CLI or GUI in safe mode but no success.

funny enough log files are also all over the place and log lines are not giving much info. I attached some of the meaningful ones.

Can anyone assist or advise how to successfully remove all the modules?

Thank you and happy holidays!

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  • Hello Celal,

    Thank you for reaching out to the Sophos Community forum. 

    If you encounter issues when uninstalling, the Sophos Zap tool can be used to remove any lingering components or remnants of Sophos. This can also be used as an uninstaller if you wish. 

    Regarding the errors you encountered, "Failed to connect to server. Error: 0x8007000E" typically indicates an issue with the "Msiexec.exe" process. You can try the following commands to see if this helps. 

    net stop msiserver
    msiexec /unreg
    msiexec /regserver
    net start msiserver

    For the error "Could not open service - Sophos System Protection Service, error 1060", I recommend checking "Services.msc" to see if the service is listed. If it is present, try checking for the presence of the following registry key. 
    -  HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Sophos System Protection Service

    If only one of the two is present, try rebooting the system to see if the service is restored, or if the entries referencing the service are removed on their own. If this does not occur automatically, you can also try manually deleting the registry key mentioned above. 

    Let me know how this goes for you.

    Kushal Lakhan
    Global Community Support Engineer
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  • Hi Kushal,

    Sophos Zap worked nicely to remove all the sophos components on this particular workstation.

    I must mention that it was a bit challenge to download it from the website though.