Endpoint removal, unable to remove and installing latest clean version

I have a Mac that had Endpoint on it and in the last couple months has had issues with the Mac so they tried to remove Sophos to do a fresh install. 

Unable to remove using Sophos Endpoint uninstalled, it keeps failing.

Unable to reinstall Sophos Endpoint, it says already exist

Tried using Sophos Diagnostic Utility, fails on last section Failure to generate username.tt file, unable to continue and send package to Sophos

Need recommendation please as to what can be done?

Thanks in advance



Added tags
[edited by: Gladys at 3:04 PM (GMT -7) on 5 Aug 2022]
  • Hi,

    Thanks for reaching out. 

    Try using the following commands from a Terminal Command Prompt. If you do not yet have the Root account enabled, I suggest using the steps in the following Apple Article.

    sudo rm -r /Library/Sophos\ Anti-Virus 
    sudo rm -r /Library/LaunchDaemons/com.sophos.*
    sudo rm -r /Library/LaunchAgents/com.sophos.*
    sudo rm -r /Library/Preferences/com.sophos.*
    sudo rm -r /Library/Logs/Sophos\ Anti-Virus.log
    sudo rm -r /Library/Application\ Support/Sophos*
    sudo rm -r /Library/Frameworks/SAVI-pyexec.framework
    sudo rm -r /Library/Frameworks/SAVI.framework
    sudo rm -r /Library/Frameworks/SophosGenericsCommon.framework
    sudo rm -r /Library/Frameworks/SophosGenericsCore.framework
    sudo rm -r /var/db/receipts/com.sophos.*
    sudo rm -r /Library/SophosCBR
    sudo rm -r /Library/Logs/Sophos*
    sudo rm -r /Library/Preferences/com.sophos*
    sudo rm -r /Library/Caches/com.sophos*
    sudo rm -r /Applications/Sophos/Sophos\ Endpoint.app
    sudo rm -r /Applications/Sophos/Sophos\ Endpoint\ Self\ Help.app
    sudo rm -r /Applications/Sophos/Remove\ Sophos\ Endpoint.app
    sudo rm -r /Applications/Sophos/Sophos\ Network\ Extension.app
    sudo rm -r /Applications/Sophos/Sophos\ Scan.app
    sudo rm -r /Applications/Sophos 
    sudo rm -r /Library/Extensions/Sophos*
    

    Once completed, I suggest trying to install Sophos once again. Let me know if this works for you.

    Kushal Lakhan
    Global Community Support Engineer
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  • Thanks! Unfortunately, that didn't work in Terminal and did not find referenced folder in Cache. When I try to instal again, it says already exist but there is no App or files.. not sure how to resolve, any other suggestions?

    Last login: Wed Jul 27 10:40:23 on ttys000
    Sbarreira@GNHRMedias-MacBook-Pro ~ % sudo rm -r /Library/Sophos\ Anti-Virus 
    sudo rm -r /Library/LaunchDaemons/com.sophos.*
    sudo rm -r /Library/LaunchAgents/com.sophos.*
    sudo rm -r /Library/Preferences/com.sophos.*
    sudo rm -r /Library/Logs/Sophos\ Anti-Virus.log
    sudo rm -r /Library/Application\ Support/Sophos*
    sudo rm -r /Library/Frameworks/SAVI-pyexec.framework
    sudo rm -r /Library/Frameworks/SAVI.framework
    sudo rm -r /Library/Frameworks/SophosGenericsCommon.framework
    sudo rm -r /Library/Frameworks/SophosGenericsCore.framework
    sudo rm -r /var/db/receipts/com.sophos.*
    sudo rm -r /Library/SophosCBR
    sudo rm -r /Library/Logs/Sophos*
    sudo rm -r /Library/Preferences/com.sophos*
    sudo rm -r /Library/Caches/com.sophos*
    sudo rm -r /Applications/Sophos/Sophos\ Endpoint.app
    sudo rm -r /Applications/Sophos/Sophos\ Endpoint\ Self\ Help.app
    sudo rm -r /Applications/Sophos/Remove\ Sophos\ Endpoint.app
    sudo rm -r /Applications/Sophos/Sophos\ Network\ Extension.app
    sudo rm -r /Applications/Sophos/Sophos\ Scan.app
    sudo rm -r /Applications/Sophos
    sudo rm -r /Library/Extensions/Sophos*
    Password:
    rm: /Library/Sophos Anti-Virus: No such file or directory
    zsh: no matches found: /Library/LaunchDaemons/com.sophos.*
    zsh: no matches found: /Library/LaunchAgents/com.sophos.*
    zsh: no matches found: /Library/Preferences/com.sophos.*
    rm: /Library/Logs/Sophos Anti-Virus.log: No such file or directory
    zsh: no matches found: /Library/Application Support/Sophos*
    rm: /Library/Frameworks/SAVI-pyexec.framework: No such file or directory
    rm: /Library/Frameworks/SAVI.framework: No such file or directory
    rm: /Library/Frameworks/SophosGenericsCommon.framework: No such file or directory
    rm: /Library/Frameworks/SophosGenericsCore.framework: No such file or directory
    zsh: no matches found: /var/db/receipts/com.sophos.*
    rm: /Library/SophosCBR: No such file or directory
    zsh: no matches found: /Library/Logs/Sophos*
    zsh: no matches found: /Library/Preferences/com.sophos*
    zsh: no matches found: /Library/Caches/com.sophos*
    rm: /Applications/Sophos/Sophos Endpoint.app: No such file or directory
    rm: /Applications/Sophos/Sophos Endpoint Self Help.app: No such file or directory
    rm: /Applications/Sophos/Remove Sophos Endpoint.app: No such file or directory
    rm: /Applications/Sophos/Sophos Network Extension.app: No such file or directory
    rm: /Applications/Sophos/Sophos Scan.app: No such file or directory
    rm: /Applications/Sophos: No such file or directory
    zsh: no matches found: /Library/Extensions/Sophos*
    Sbarreira@GNHRMedias-MacBook-Pro ~ %