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Errors occurred during uninstallation of Endpoint Protection. What should I do?

Information applies to:

Products
Panda Adaptive DefensePanda Adaptive Defense 360
Panda Endpoint ProtectionPanda Endpoint Protection Plus

Attention!

The instructions indicated in this article apply to the traditional management platform. If your query refers to a product based on Aether Platform, please access the article on the How to uninstall products based on Aether platform in Windows, Linux, macOS and Android, or else, check the Knowledge Base, where you will find answers to frequently asked questions.

If you still haven't switched to Aether, please contact your sales representative or reseller and request the platform migration.

During uninstallation of Endpoint Protection, some files or libraries might not be completely removed, causing errors.

In a case like that, it is necessary to use two tools provided by Panda Security to completely uninstall the Endpoint Protection agent and protection.


Requirements

The following requirements must be met to use these tools:

  1. The agent and the protection version is equal or lower than 8.xx.xx.

    To check this, follow the steps below:

    • Agent version:

      1. Go to Control Panel > Add or Remove Programs.
      2. Select Panda Endpoint Agent.
      3. Select Click here for support information.
      4. The following screen is displayed, showing the agent version:

        Panda EndPoint Agent version
    • Protection version:

      1. Go to Control Panel > Add or Remove Programs.
      2. Select Panda Endpoint Protection.
      3. Select Click here for support information.
      4. The following screen is displayed, showing the protection version:

        Panda EndPoint Protection version
  2. Endpoint Protection was previously uninstalled from Add or Remove Programs, but it was not completed successfully.

Generic uninstaller for version 8.xx or lower

Once the requirements above are met, follow the steps below in the following order:

  1. Download the file dg_8_xx.zip to remove the agent.
  2. Unzip the contents to a folder (password panda).
  3. First, run the DG_WAGENT_8_XX.exe file.
  4. Restart the computer.
  5. Next, run the protection uninstaller (DG_PANDAPROT_8_XX.exe).
  6. The uninstallation process may take a few minutes.
  7. Once it is complete, restart the computer.

Generic uninstaller for version 5.xx or lower

Once the requirements above are met, follow the steps below:

  1. Download the file DG_5_50.zip (1.37 MB)
  2. Unzip the contents to a folder (password panda).
  3. Run the files in this order:

    1. Firstly, the agent uninstaller (DG_WAGENT_5_50.exe).
    2. Restart the computer.
    3. Next, run the protection uninstaller (DG_WCLIENT_5_50.exe).

      The uninstallation process may take a few minutes.
  4. Once it is complete, restart the computer.

Additional information
How to install Endpoint Protection.

Help nº- 20200305 50036 EN

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