Samsung S4 (Verizon)

[Corey Bryant 0]

I need to do a hard re-set on my phone, when I boot it, it does some odd things.  Sometimes I get get into the Menu and get to the Reset but it gets stuck on rebooting and I guess it is because I have eSet on there.

 

I tried to uninstall eSet but it says it does not have Administrative rights.

 

I need to uninstall my eSet product from the Samsng S4. I have tried sending a few sms messages with my passcode but that did not work.

When I go to the Asterisk to uninstall, I enter the password but it says something about Admin and click on Menu. I am having some issues with the phone and I do not know where the Menu button is. I do not use Android all that much and I am testing it for Samsung and Verizon.

 

So far it is not going that well. Doing a hard reset - pressing the menu button, up volume, and power button does not do anything - the Android logo does not come up. 

 

So I am hoping that I can get into the phone long enough to get into the eSet program, remove it and then into the main menu and do a factory reset. 

Thank you!

Corey
 

[CB530 70]

Hi Corey,

 

I suspect that what's going on here is that you aren't removing the administrative privileges granted to ESET Mobile Security during installation. Without removing these, it's not possible to remove the product from your Android device.

Are you attempting to uninstall by tapping the "uninstall wizard" in the main menu of the product? This is the only way to remove ESET Mobile Security for Android successfully, it cannot be removed in the same manner as a typical app.

[Corey Bryant 0]

I was in the product - where there are like 8 icons.  At the lower right, I clicked on the gear icon. And then I enter the password.  That was when I received that error message. 

 

I was not System Manager - Application. 

 

Under Device Administrators, eSet Security and Mobile Security & Antivirus are checked.

 

The instructions were somewhat confusing.  It said to install eSet Security and then the second one said to uninstall the previous version.  This is what I sort of did. I installed the first one - following the hyperlink, but I do not see the other app that I should uninstall.

 

If I can get back into there, I can post more.

 

Thank you

Corey

[CB530 70]

Ok Corey,

You might take a look at our upgrade article. It contains illustrated instructions about how to make the switch from EMS version 1 to version 2. It was unclear to me before that this was what you were doing, otherwise i'd have sent this in my last message.

[Corey Bryant 0]

Hm, well when the instructions came upto upgrade on the phone, the first one said go to this link on Google Play to upgrade (which I did).  And then it said once upgraded, remove the previous version (which I thought was odd).   But the previous version is not listed

[Corey Bryant 0]

OK, I am now into ESET MOBILE SECURITY - this looks different than the other one - it has about 7 icons - horizontally. 
Attention Required
Antivirus
Antispam
Anti-Theft
Security Audit
Update
Password

Activation

Language

Help

Right now, it is locked up and I am pressing wait to see if it will respond. 

But this is a different one - I have Mobile Security & Antivirus but the one on the screen is https://play.google.com/store/apps/details?id=com.eset.ems

It did unlock and I was able to access that app.  I entered the password and then removed the password from "Apply To"

 

 

The Attention Required takes me to the upgrade. I don't know if I should upgrade through this process and then try to remove it so I can wipe everything via the Samsung Gear Icon.  I am guessing that the eSet is preventing the wiping

[CB530 70]

Yes, what's occurred is that you've already downloaded the new software, and you need to uninstall your existing ESET Mobile Security version 1 installation. Please follow steps 1-6 of this article you can use the screenshots from the article to determine if you are in version 1 or version 2.

The first step is to open ESET Mobile Security version 1 and tap Uninstall Wizard, as shown in the example below:

[CB530 70]

Sorry, I'm not able to upload the image, but if you'll take a look it is included in step 1 of the article that i linked to. The point is that the main menu for version 1 looks different from that of version 2, so by comparing what you see the the image in step 1 you should know if you're in the proper program.

[Corey Bryant 0]

OK, thanks, I did not scan far enough down to see Uninstall. 

 

Hopefully that will uinstall the old program ...  it went thru and said why, etc.  I chose skip.   I think it is still locked up some.  Once I get this one uninstalled. can I then (hopefully) uninstall the other one.  I swear the instructions said to download / install the other one first. 

 

Once it went thru its why you want to uninstall and I shose skip, it took me back to that program - the horizontal icons.

 

I used eSet / Nod32 for years, that is why I chose this one.

 

In the Application Manager, I see the ESET Security with the round icon Version 1.1.1230.1234

 

I am trying to uninstall it again.  In the task manager, it shows the questionnaire.

 

Once this finally gets uninstalled, can you let me know the KB to uninstall the other one so hopefully I can do a re-boot?

 

Thank again!

[CB530 70]

It won't be necessary to install version 2, the upgrade is designed so that you install the new product first and then uninstall the old one. To make sure that it is version 2 of the program that you have installed, you can follow the instructions from Part II of this KB article. The link i have included here will take you directly to Part II so you won't need to scroll down. Steps 1 and 2 describe how to tell which version of the software you are using.

[Corey Bryant 0]

OK thanks

 

This time when I hit Uninstall - instead of taking me back to the program it took me to Backup Assistant Plus.

[CB530 70]

Correction, won't be necessary to *uninstall version 2. Again, now that you've uninstalled version 1 of ESET mobile security you should be all done.

[Corey Bryant 0]

I get Unable to uninstall: Package is an active device administrator (and I removed that earlier). 

[Corey Bryant 0]

Well, I guess I take that back, I try to remove it, and then hit the back key but it it still there.

 

Fantastic program I have to admit - you cannot break into it or do a hard re-set. 

[JavierSeguraNA 36]

@Corey Bryant

 

I apologize for the trouble you're having. Have you tried these specific instructions for performing a hard reset on your phone? It's a T-Mobile KB doc that shows you the steps. EMS should not keep you from performing a hard reset. If this fails, your best bet at this point is to fill out a support request form HERE and work with one of our technical support agents. They might request to call you if they can't get you into safe mode using emailed instructions.

 

 

 

 

[Corey Bryant 0]

It is a Samsung S4 / Verizon.  Samsung has me testing their products.  For some reason, I was finally able to uninstall eSet (the one with the horizontal icons) and then do a hard reset.

The instructions though might need to be looked at because it told me to update to the newer version - to Mobile Security (the ones with 6 icons) before removing the other one.  I thought it was an update but it might not have been.

But you have proof that a soft re-set and a hard reset did not work.  I could not get it to wipe using my cell number that I had chosen, so I do not know if that is a bug or not.  I could get the phone to do a siren (via the sms code eset siren password) and GPS, but not reset.