1 2 Previous Next 11 Replies Latest reply on Apr 28, 2015 8:02 AM by junkpaper

    Unable to Uninstall SAE 3.5 from client systems

    bshirish

      Hello All,

       

      We are planing to deploy SAE 3.5.0.573 now we are facing problem on 3 systems windows xp and windows 7 accordingly.

       

      On those systems SAE 3.5 service crashes and unable to start and same is unable to uninstall from add/remove as well from command also.

       

      it will give an error while removal Error:1921 You don't have sufficient privilege even though I loged in as Administrator.

       

      So please give me concrete solution for the same.

       

       

       

       

      thanks in advance

        • 1. Re: Unable to Uninstall SAE 3.5 from client systems
          exbrit

          Moved from Home/SiteAdvisor to SiteAdvisor Enterprise for better attention.

          • 2. Re: Unable to Uninstall SAE 3.5 from client systems
            bshirish

            Its SAE 3.5 Enterprise version only.

            • 3. Re: Unable to Uninstall SAE 3.5 from client systems
              pierce

              Sounds like you have policy to protect the McAfee files and processes. Why dont you uninstall it via an ePo task? that has worked for me without issue.

               

              Or send a policy from ePo that dosnt protect itself (obviously be careful with such a policy)

              • 4. Re: Unable to Uninstall SAE 3.5 from client systems
                bshirish

                Hello Pierce,

                 

                 

                I already tried the same but not working  for me!

                 

                any other suggestion please.

                • 5. Re: Unable to Uninstall SAE 3.5 from client systems
                  pierce

                  what didnt work?

                   

                  Assigning policies to disable protection of mcafee files (you may also have to do this in HIPS and VSE)

                   

                  Assigning an uninstall task to remove this software (or ePO 4.6 removing it via a run client now task)

                   

                  If neither of those work have a google for manual removal instructions on the mcafee knowledge base, there might be something in there?

                   

                  Or log a support ticket see if mcafee can assist.

                  • 6. Re: Unable to Uninstall SAE 3.5 from client systems
                    David.G

                    I have the exact same problem and would appreciate an effective response.

                     

                    We have tried removing the SAE from the local client, this failed with the same pop-up messages about missing rights (I'm admin on the machine AND have disable the Access Protection).

                    I've tried pushing an updated version of the product lovally and via ePO, both failed.

                    I've pushed a removal task from ePO, it also failed.

                     

                    The agent log shows the following:

                     

                    Wednesday, July 09, 2014 6:13:47 AM

                    Info

                    Updater

                    Can't get uninstall command from plug-in area.

                    Wednesday, July 09, 2014 6:13:47 AM

                    Info

                    Updater

                    Verifying SiteAdvisorDet-3.5.0.1204.1.McS.

                    Wednesday, July 09, 2014 6:13:48 AM

                    Info

                    Updater

                    Verifying SiteAdvisorDet-3.5.0.1204.1.McS.

                    Wednesday, July 09, 2014 6:13:48 AM

                    Info

                    Updater

                    Uninstalling SITEADV_3500.

                    Wednesday, July 09, 2014 6:14:40 AM

                    Info

                    Updater

                    Error occurred while uninstalling SITEADV_3500.

                    Wednesday, July 09, 2014 6:14:40 AM

                    Info

                    Updater

                    Checking for software conflicts.

                    Wednesday, July 09, 2014 6:14:40 AM

                    Info

                    Updater

                    Update Finished

                     

                    Other than a manual removal (delete files, remove registry, etc...) I don't see any other "clean" option.

                     

                    Anyone else has any other suggestion before I go down that road?

                     

                    Thanks.

                    • 7. Re: Unable to Uninstall SAE 3.5 from client systems
                      bshirish

                      Please log ticket with support they will provide you SDAT tool for SAE removal from epo.

                      • 8. Re: Unable to Uninstall SAE 3.5 from client systems
                        pierce

                        What version is installed and what version are you using to send an uninstall task?

                        I ask because we have a few systems on 3.5.1204 and I sent an uninstall task with the version below that and it kept failing.

                        • 9. Re: Unable to Uninstall SAE 3.5 from client systems
                          David.G

                          bshirish, I will end up opening a support ticket if I can't find any viable solution. Support experience (over the last 10 years) has been rather painful...

                           

                          Pierce, you bring up a good point, as in ePO I just checked in the lastest version (3.5 P2) and the client runs the older 3.5, no patch. The initial goal was to update it to the latest version and bypass patch 1 installation failure. This obviously didn't work either; I'm assuming due to some file corruption in the original version of 3.5.

                           

                          I guess I could try checking into ePO the older version in the "previous" branch and attempt another uninstall through managed tasks but my hopes are very low on that front since the original uninstall attempts have all failed.

                           

                          For additional info, this is the only client machine that exhibit this problem, out of 1500+ clients. The original problem is a repetitive prompt to reboot system to complete patch 1 install (several times a day, regardless of reboot).

                           

                          I will keep trying (this is of course an important client) and will update post if progress is made. Other suggestions still welcome.

                           

                          Thanks.

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