Change Elements EPP from old partner or uninstall/install?

itans

Hi,

We have a problem where our customer is moving from their old it support to our support.

Their old support does not respond when we asked them to release Elements EPP locked installation so we can uninstall Elements EPP and reinstall our new Elements EPP to get customer clients to our portal.

So, I tried to uninstall Elements EPP using administrator elevated command prompt, but it says that uninstall is prohibited. I tried to log in to computer as domain administrator, but still same error. I tried uninstall tool, but windows claims that "you don't have rights to run this program", even if I am logged as domain admin and use "run this program as admin".

I assumed that running withsecure services does not allow to execute uninstall script. But I cannot stop or disable withsecure services even with domain admin rights.

How can I uninstall elements EPP so I can replace it with our Elements client?

Computers are running windows 11 pro.

JamesC

Hi @itans

Thank you for reaching out to WithSecure community.

Just to confirm, the uninstallation has been configured to be Password protected ? May I ask which uninstallation tool you used ? Can you please try the below tool ?

You can run our Uninstallation Tool. The Uninstallation Tool will also uninstall other WithSecure products on the same device.
1) Log on to your computer with administrator rights.
2) Download the Uninstallation Tool for Windows from here - https://download.sp.f-secure.com/uninstallationtool/FsUninstallationTool.exe
3) Run the FsUninstallationTool.exe file.
4) Click Yes.
5) Click Start.
6) Select the product or components you want to remove, and click Next to initiate the uninstallation process.
7) Click Restart when prompted to remove remaining files.

itans

Hi JamesC,

Uninstallation does not ask for password, it just says that uninstall is prohibited, regardless if i run it as administrator. I assume it has set to "do not allow uninstall" in elements portal. We do not use this feature so I don't know for sure.

I used same uninstall tool you linked for.

If I log in as domain admin (computers are in ad domain), I cannot still uninstall or use uninstall tool. If I run uninstall tool, it says that I have no rights to use this program (even I have logged as domain admin). File security settings are ok, I have rights to execute it (full rights).

I think that running withsecurity services prohibit use of uninstall tool. But I either can stop or disable services, even if I have logged in as domain admin.

So I have no way to remove old EPP installation. Windows 11 does not even have "safe mode" where I could remove program. I also do not have local administrator credentials for computers, I don't know if there is any.

Customers old IT-support does not respond when I ask them to unlock uninstall.

JamesC

Hi @itans

Did you enable "Tamper Protection" ?

itans

Hi,

How can I enable/disable tamper protection as I don't have access to elements security center portal?

I can't find setting (unlocked) in client side.

JamesC

Hi,

The only way is to use the uninstallation tool in Safe Mode - https://community.withsecure.com/en/kb/articles/31266-how-to-uninstall-elements-agent-if-tamper-protection-feature-is-enabled

Are you not able to boot into Windows 11 Safe Mode at all with these steps here ? https://techcommunity.microsoft.com/discussions/windows11/how-to-boot-safe-mode-in-windows-11/2764802

itans

Ok, We need to enable local administrator account somehow and log in safe mode.

JamesC

Hi @itans

Yes, that's correct. Do let us know the outcome.