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Endpoint removal, unable to remove and installing latest clean version

Sophos User6505

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



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  • 0

    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
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to Qoosh

    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 ~ % 
  • 0 in reply to Sophos User6505

    Hi ,

    Are you still experiencing this issue? If the machine is running MacOS 12.1 or higher, you may also try these steps:

    1. Open Terminal and run the command sudo /usr/bin/dscl . -delete /Users/_Sophos
    2. Re-perform the Terminal uninstall command for your product.
    3. If you do not receive a prompt saying "Terminal would like to....", continue with these steps
    4. In Terminal run the command: cp /usr/bin/dscl ~/
    5. sudo ~/dscl . -delete /Users/_Sophos
    6. Re-perform the Terminal uninstall command for your product.

    Let us know if this helps. Thank you.

    Gladys Reyes
    Global Community Support Engineer
    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 New Home of Sophos Support Videos!  - Visit Sophos Techvids
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