Download and Run CleanWipe To Uninstall Symantec and Carbon Black Products

Products

• Endpoint Protection
• Protection Suite Enterprise Edition
• Endpoint Security
• Endpoint Security Complete
• Endpoint Security for Servers
• Cloud Secure Web Gateway - Cloud SWG
• Carbon Black Cloud Endpoint Standard
• Carbon Black Cloud Enterprise EDR
• Carbon Black Cloud Workload

Issue/Introduction

There are several standard methods for uninstalling Symantec Endpoint Protection (SEP), Endpoint Security Agent (ESA), or Carbon Black Cloud components, such as using the Windows Control Panel. If standard uninstallation methods fail, you can use the CleanWipe removal tool by following the instructions below.

WARNING:

• Use as a Last Resort: Broadcom Support advises against using CleanWipe as your initial uninstallation method. Only use this utility if standard removal methods are unsuccessful.

• Version Compatibility: Always use the latest version of the CleanWipe removal tool. Attempting to remove a newer installation with an older version of CleanWipe can cause unexpected results.

• Carbon Black Cloud Limitation: CleanWipe is not compatible with older Carbon Black Cloud versions (4.1 and prior).

• Supported Software: CleanWipe is designed exclusively for Symantec and Carbon Black software. To remove NortonLifeLock products, refer to Download and run the Norton Remove and Reinstall tool.

Environment

• Windows
• MacOS

Resolution

Step 1: Download the CleanWipe removal tool

Select and download the appropriate version of the CleanWipe utility from the Attachments section at the bottom of this page based on your operating system and security agent.

Note: Step-by-step instructions for running the utility are included within each .zip file.

Operating System	Supported Security Agents	CleanWipe File to Download
Windows	Symantec Endpoint Protection 16.0 (SEP 16) Carbon Black Cloud Windows Sensor 4.2+	CleanWipe_16.0.0.97.zip
	Symantec Endpoint Protection 14.x	CleanWipe_14.4.0.zip
macOS	Symantec Endpoint Protection 16.0	MacOS_Cleanwipe_ESA_16.0.0.65.zip

 

Alternative Download - Symantec Endpoint Protection

CleanWipe is included on the full installation file for Symantec Endpoint Protection, in the Tools folder. To download software:

1. See Download the latest version of Symantec software.
2. Download the full installation file for Symantec Endpoint Protection.
3. Double-click the installation file to extract its contents.
4. In the folder where you extracted the file, navigate to the following folder: \Tools\CleanWipe\
5. Copy CleanWipe.zip to a destination of your choice.

Step 2: Uninstall

Windows

1. Extract the contents of the .zip file that you downloaded for CleanWipe.
2. Copy the folder that contains Cleanwipe.exe to the computer on which you want to run it.
3. Double-click Cleanwipe.exe, and then click Next.
   • Password Requirement (SEP 14.3 RU10 and later): You may be prompted for a password. The administrator creates this default client password during the installation or upgrade of the Symantec Endpoint Protection Manager. You can customize this password by modifying a group's Password settings. 
     • • If a client is in a group where the Password settings HAVE NOT been customized, the default client password is required to run CleanWipe. 
       • If a client is in a group where the Password settings have been customized, use the customized password to run CleanWipe.
4. Accept the license agreement, and then click Next.
5. Select the products you want to remove, and then click Next twice.
6. When the tool finishes running, you may be prompted to restart the computer. After the computer restarts, CleanWipe reopens and continues to run.
7. Click Next.
8. Click Finish.

Alternative Method (SEP 14 to 14.3 RU9)

• SEP 14 to 14.3 RU9 includes CleanWipe functionality directly into the Symantec Endpoint Protection client package. You can enable this the Remove existing Symantec Endpoint Protection client software that cannot be uninstalled option with client installation settings. For more information, see About uninstalling the Symantec Endpoint Protection client.

MacOS

Download and follow the instructions when running the tool MacOS_Cleanwipe_ESA_16.0.0.65.zip.

Additional Information

• CleanWipe does not support command line use; you must manually run CleanWipe.
• If you need help with CleanWipe, contact Technical Support.
• For information on recommended uninstallation methods, see:
  • Methods to Uninstall the Carbon Black Cloud Windows Sensor
  • Uninstall Symantec Endpoint Protection
  • About Symantec Endpoint Protection client installation failures and Cleanwipe