How to remove Android app malware when Symantec Mobile Security is unable to perform this task automatically

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Article ID: 181423

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Updated On:

Products

Mobile Management Mobile Security

Issue/Introduction

 

Resolution

When attempting to press the Force stop button or Uninstall button on the application management screen of a detected malware application on an Android device, the options are disabled and greyed out.

If the Symantec Mobile Security 7.2 (SMS 7.2) agent is unable to Force stop or Uninstall Malware then the device administrator privilege must be removed.

The steps to perform this task will vary based on the operating system version of Android.

We have provided the steps to complete this task on the current most common Android OS version in the list below:

  1. Navigate to Settings > Security > Device administration > Device administrators.
     
  2. Disable the checkbox for the Malware application.
     
  3. Make a second attempt to delete the Malware application and removal should succeed.