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Failed uninstall of the Symantec Endpoint Protection Cloud (SEPC) agent

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Article ID: 172282

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Updated On:

Products

Endpoint Protection 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.

You see errors when uninstalling the Symantec Endpoint Protection Cloud (SEPC) agent.

Endpoint Protection Cloud installer may produce one or more errors:

- "A problem has occurred that needs your attention"

- "Uninstall did not finish" 

- "Enrollment timeout".

Cause

Environment

Resolution

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

1. Norton Removal Tool (NRT)

Windows Desktops / Laptops/Servers:

Run the Norton Removal Tool to remove the product on the local device:

2. Manually uninstall/delete related data

Remove the Agent

Windows desktop/laptop/server:

  1. On the affected computer, navigate to the uninstall program menu for your version of Windows.
  2. Uninstall "Symantec Endpoint Protection Cloud".
  3. Restart the computer.

Uninstall on a mobile device (Integrated SEP Mobile):

Uninstall SEP Mobile

  • Hold/press the SEP Mobile icon from the home screen> uninstall  

    OR

  • Go to the play store/app store > locate the app > uninstall

Remove additional files

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

  1. C:\Program Files\Symantec Endpoint Protection Cloud
  2. C:\Program Files(x86)\Symantec
  3. C:\ProgramData\Symantec
  4. C:\ProgramData\Norton

Note: "Program Data" is a hidden folder. See Show hidden files at Microsoft.com.

Alternatively, you can also type the path out in an explorer window to still navigate to hidden folders and files (eg C:\ProgramData\)

Remove additional registry keys

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

Note: It is recommended to make a system restore point. See How to create a system restore point.

Note: You can also perform a registry backup, see How to back up and restore the registry in Windows.

  1.     HKEY_LOCAL_MACHINE\SOFTWARE\Norton
  2.     HKEY_LOCAL_MACHINE\SOFTWARE\Symantec
  3.     HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Norton
  4.     HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec

Disconnect Symantec MDM from Windows 10 devices (if applicable)

  • Check to see if your device is still connected to Symantec MDM and disconnect if necessary.
  • Windows Settings > Accounts > Work access page or Settings > Accounts > Access work or school page. 

3. Additional Troubleshooting Resources

The Microsoft Program Install and Uninstall Troubleshooter can look for problems that can stop you from installing or uninstalling a program 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.

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

Attachments

1602639270885__NortonRemovalTool.exe get_app