This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Reinstalling Sophos with Previously Deleted Users

I am a business owner and have several Mac users who were deleted but the agents were not uninstalled.

I am trying to re-add them to new licenses but the 60 days has passed since they were removed so I can't get their tamper protection passwords so can't remove the agents to reinstall them.

They are all remote so I do not have physical access to the machines.

Is there any way to remotely remove the agent/have them remove it so that I can reinstall it?

This thread was automatically locked due to age.

Parents

0 Shweta over 5 years ago

Hi John Price1

Could you please check under recover tamper protection if you are able to see deleted users/devices. Please check this article and let me know how it goes.

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up 0 Vote Down

Cancel

Reply

0 Shweta over 5 years ago

Hi John Price1

Could you please check under recover tamper protection if you are able to see deleted users/devices. Please check this article and let me know how it goes.

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up 0 Vote Down

Cancel

Children

0 John Price1 over 5 years ago in reply to Shweta

Shweta,

As I put in the original post, the 60 days has passed since they were deleted so I am unable to recover the tamper protection passwords.
Cancel
Vote Up 0 Vote Down

Cancel
0 Badrobot over 5 years ago in reply to John Price1
You can uninstall it from terminal with a switch for the tamper password I believe.

How to uninstall Sophos Anti-Virus for Mac

Managed by Sophos Central

Open Terminal and run the command cd /Library/Application\ Support/Sophos/saas/Installer.app/Contents/MacOS/tools/.

Run the command sudo ./InstallationDeployer --remove --tamper_password <pw> where <pw> is the tamper protection password which can be found in the device information on the Sophos Central.

See here for more: https://community.sophos.com/kb/en-us/14179

You should be able to type up instructions on that for a user to complete. I think any admin user would work but I could be wrong. You could also try enabling root and then running the command with the password to see if that would take. If you cannot get someone instructions I believe team viewer has a trial license you could use to remote in.
Respectfully,

Badrobot
Cancel
Vote Up 0 Vote Down

Cancel
0 John Price1 over 5 years ago in reply to Badrobot

The user cannot access terminal because the Sophos agent is blocking it.

please read the original post, I do not have the tamper protection password as it has been more than 60 days since the user was originally.
Cancel
Vote Up 0 Vote Down

Cancel
0 Badrobot over 5 years ago in reply to John Price1

Again I cannot verify this since I cannot replicate the scenario but you can try to boot the Mac in recovery mode and access terminal from there.

Then you can try to remove Sophos, there are a few links online that show different methods I would look them over.

Also have you tried technical support? They may be able to help.

Respectfully,

Badrobot
Cancel
Vote Up 0 Vote Down

Cancel
0 Yashraj S over 5 years ago in reply to John Price1

Hi John Price1

I would request you to open a support case and message me the case number.

Thanks,

Yashraj Singha
Manager | Global Community Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question, please use the "Verify Answer" button.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up 0 Vote Down

Cancel
0 John Price1 over 5 years ago in reply to Yashraj S

Support case is 9310151
Cancel
Vote Up 0 Vote Down

Cancel

Reinstalling Sophos with Previously Deleted Users

How to uninstall Sophos Anti-Virus for Mac

Managed by Sophos Central