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KBA 119175 cannot uninstall Sophos Endpoint and no previous solutions have worked

Christian Schoning

KBA 119175. I cannot uninstall Sophos Endpoint Security and Control from my computer!

2 years ago I downloaded the program through my university. About a year ago they stopped having a centralized, organization-subscription in favor of students downloading Sophos Home for free. I would gladly do that if I could UNINSTALL the original, but it has TAMPER PROTECTION on. I have no idea what the original password was.

Originally Sophos said there was a "super admin" user at my organization who could change my password, but I've talked with everyone in IT there and they say there is no such "super admin".  They recommended I follow the steps in the link: community.sophos.com/.../contact-your-administrator-or-see-sophos-kba-119175

But even in Safe Mode, I was unable to avoid Tamper Protection.

I cannot remove Sophos Endpoint and this is putting my computer at risk, since it no longer receives any updates, and I am unable to download other antivirus software!

Please help! 



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  • 0

    Update: Was able to largely uninstall, but some AutoUpdate files still remain.

     

    Sophos tech support directed me to 

    https://community.sophos.com/kb/en-us/124377

     

    Which provided setup on altering the registry to be able to uninstall. I saw no "config" options, so instead set the SAV value to 0, and the Wownode, which I successfully found, to 0.

     

    This allowed me to uninstall at the reboot. But when uninstalling AutoUpdate I got an error message, 25012 or 25010. One about AutoUpdate running. Then after a reboot, it was about "Move Folders". Then it seemed to work, but the Sophos Shield is still in the icon tray, and I can't delete the folders under Program Files (x86). Any ideas on how to remove the last of the files? 

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  • 0

    Update: Was able to largely uninstall, but some AutoUpdate files still remain.

     

    Sophos tech support directed me to 

    https://community.sophos.com/kb/en-us/124377

     

    Which provided setup on altering the registry to be able to uninstall. I saw no "config" options, so instead set the SAV value to 0, and the Wownode, which I successfully found, to 0.

     

    This allowed me to uninstall at the reboot. But when uninstalling AutoUpdate I got an error message, 25012 or 25010. One about AutoUpdate running. Then after a reboot, it was about "Move Folders". Then it seemed to work, but the Sophos Shield is still in the icon tray, and I can't delete the folders under Program Files (x86). Any ideas on how to remove the last of the files? 

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  • 0 in reply to Christian Schoning

    Hello Christian Schoning,

    Then it seemed to work
    what is seemed? Is AutoUpdate still listed as installed program or not (and are the other components gone)? Whether or not - is the Sophos AutoUpdate service still present and running?
    Did you, after the seeming uninstall, try to install Home - does it fail if you try (and if, what's the error)?

    Christian

  • 0 in reply to QC

    By "it seemed to work", I meant that after making those changes in the registry (which were different than what was described in the article) I was able to successfully run installer for the Sophos Antivirus products.

    However, when I tried to remove the Sophos Auto Update, the last component left on my computer, is where I ran into the issues with the uninstallation.

    When I go to Uninstall Programs in Control Panel, no listing for Sophos appears.

    Sophos Auto Update is still located under "Program Files (x86)".

    Originally when I tried to manually delete this file, I got the error saying that it was in use, and thus couldn't be deleted.

    Today when I tried I was able to successfully do this. 

    I still saw a number of Sophos files on the PC. I manually deleted them, and it seemed to work. So it looks like everything is solved now.

     

     

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