Sensor Removal Tool cleanup fails Error 0x00000005 or 0x00000020

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)
• Carbon Black Cloud Enterprise EDR (formerly Cb Threathunter)

Issue/Introduction

Run the following command from the admin command line

SensorxxRemovalToolxxx /cleanup 

OR

SensorxxRemovalToolxxx /cleanup /force

• The following errors will be displayed in the command prompt after running the command

StopService: ControlService failed: last error 1052, 0x0000041c
CleanupRegistry ERROR: Unable to clean up HKEY_<registry path>
CleanupFiles ERROR: CleanupFiles: Unable to move file C:\<file path>: last error = 5, 0x00000005 (Access Denied)

Environment

• Carbon Black Cloud Sensor: 3.1 and above
• Microsoft Windows: All Supported Versions

Cause

The tool is designed to be used in Safe Mode

Resolution

Boot into safe mode before trying to run the sensor removal tool

Additional Information

Troubleshoot Sensor Uninstall Issues