Cannot uninstall client Endpoint via Web-Console

[ADAPTIT 0]

Hi All,

 

Im running into difficulty with unistalling an older version of ESET via the ERA6 Web Console on a particular machine.

 

The workstation is appearing in the ERA console and it provides me with all the clients currently installed applications. It shows that this client has Endpoint 5.0.2214.4

 

My intentions are to run a client task to remove this software, reboot and then run a client task to install the most recent version of endpoint.

 

So I began by creating a client task, OS Software uninstall, choose the Endpoint 5.0.2214.4 and targeted the client. Ran the task and the execution Task Status tells me it failed. And the Progress column tells me "Task failed, try uninstall software manually".

 

So I logged onto the client machine and browsed to the following log:        C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\

 

And this provide the below error for the failed uninstall:

 

2015-09-08 20:10:03 Error: CSystemConnectorModule [Thread 244]: SoftwareUninstallation: Uninstallation command exited with (0x643): (0x643), Fatal error during installation, see software-uninstall.log for more information located at: C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\

 

 

 

So the log tells me to look in the log that I'm already in to find more information????

 

I checked the logs in the same location where I have ERA6 installed and nothing populated in here for this task.

 

 

 

Can somebody help please?

[Marcos 5,127]

No, the error tells you to look into agent's trace log on the client for more information about the error. I assume that even local manual uninstallation would fail, e.g. because the original Endpoint msi installation file has been removed from c:\windows\install. Could you check if you are able to uninstall Endpoint locally?

[flaviofranca 0]

Adapit,

 

My problem is the same but the software that I am trying remove is Mcaffe Agent.

Error: CSystemConnectorModule [Thread ca8]: SoftwareUninstallation: Uninstallation command exited with (0x643): (0x643), Erro fatal durante a instalação, see software-uninstall.log for more information located at: C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\

[TomasP 317]

Usually when such errors occur, the task itself was sent via ERA correctly, but the uninstallation failed on the local computer - the same as it would fail if you ran it manually and locally.

In this case it is not the ERA task that you need to resolve, but the uninstallation itself.

In case of our product, you can use our uninstallation tool: hxxp://support.eset.com/kb2289/