This article explains how to gather information from an endpoint computer to allow investigation of an uninstall/upgrade issue with Sophos Endpoint Security & Control and then (if required) proceed in using the Microsoft Fix-It tool to resolve the issue.
Applies to the following Sophos product(s) and version(s) Sophos Endpoint Security and Control
It is highly recommended that before using the Fix-It tool (mentioned below) the state of the endpoint computer be captured using the Sophos Diagnostic Utility (SDU). Capturing this information and forwarding to Sophos Technical Support will help us investigate the underlying issue. Once the SDU output has been generated, the Fix-It tool can help you re-install our endpoint security software so that a full uninstall can be completed.
Important: When submitting the SDU output file, mention whether you can or cannot delay using the Fix-It tool. If you cannot delay using the Fix-It tool we will investigate the issue but with a lower priority.
For details on protecting computers from Enterprise Console see the startup guide.
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