Failed to install or uninstall Endpoint Protection Small Business Edition cloud agent

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Article ID: 158777

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Updated On:

Products

Endpoint Protection Small Business Edition (Cloud)

Issue/Introduction

Attention Customers of Symantec Endpoint Protection Small Business Edition (SEP SBE) and Symantec Endpoint Protection Cloud (SEP Cloud)

These products will be discontinued on November 2, 2020. On this date, the product will stop protecting the endpoints, and access to the console no longer will be available. We recommend that customers migrate to Symantec Endpoint Security Enterprise.

For more information, see Transitioning to Symantec Endpoint Security Enterprise Guide.

Errors display when installing or uninstalling the Symantec Endpoint Protection Small Business Edition (SEP SBE) agent. Prevents full install or uninstall of SEP SBE.

Note: These instructions are for Windows operating systems, instructions to remove SEP SBE from Mac operating systems are found here.

Cause

Environment

Windows Operating Systems

Resolution


Attempt each method listed from top to bottom until the uninstallation issue is resolved: 

 

1. Cloud Endpoint Diagnostic and Removal (CEDAR) Tool

 

2. Norton Removal Tool/Cleanwipe

Windows Desktops / Laptops:

  • Download Norton Removal Tool
    • Use the Norton Removal Tool to remove the SEP SBE agent from your standard OS device.
    • Do not run these tools over non-console Remote Desktop Protocol (RDP) sessions; Symantec recommends that you run the tools locally.
    • The tool uninstalls all Norton products on the computer that you run it on, so ensure nothing else will be affected before running it.
  • Run the Norton Removal Tool as administrator, following all on-screen prompts.
  • Restart the computer.

Windows Servers:

 

3. Manual removal of folders/registry keys

  • Remove the Agent from the Computer

    • On the affected computer, navigate to the uninstall program menu for your version of Windows.
    • Uninstall "Symantec.cloud".
    • Restart the computer.

  • Remove folders left behind after an uninstall

    • Delete the following folders, if they still exist on the affected computer:

      Note: "Program Data" is a hidden folder. See "Show hidden files" at Microsoft.com.
      Also note that if you cannot remove any of the aforementioned folders, you can use the instruction on our "Cannot remove folder" article. Change the directory path to the folder needing to be deleted. This process may also require a restart if "System" has locked any files or folders in the requested folders to be deleted. 

  • Remove registry keys left behind after an uninstall

    • Delete the following registry keys, if they still exist on the affected computer (How to edit/delete registry keys):

      Note: For Windows Registry backup and restore instructions, see: How to back up and restore the registry in Windows.

      •     HKEY_LOCAL_MACHINE\SOFTWARE\Norton
      •     HKEY_LOCAL_MACHINE\SOFTWARE\Symantec
      •     HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Norton
      •     HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec

 

4. Additional Troubleshooting Resources

The Microsoft Program Install and Uninstall Troubleshooter can look for problems stopping program installs or uninstalls through Add or Remove Programs, Programs and Features, or Apps and Features.

See Fix problems that block programs from being installed or removed at Microsoft.com for more information.

See also Using Microsoft Fix-It to resolve installation failures in Endpoint Protection Small Business Edition Cloud

 

If these steps did not remove the SEP SBE program successfully from your device, please log a support case for further investigation/troubleshooting.

Attachments

1603996171183__Cleanwipe.zip get_app
1603916145308__Norton Removal Tool.exe get_app
1603916129324__CEDAR.exe get_app