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Unable to uninstall Sophos Cloud (previous Business Trial) - Lost tamper password.

kevinmurphy1

So here it is.

Some time ago in the distant past I installed a copy of Sophos on my home computer which is a desktop mac by the way. I installed the business version when I should have installed the home addition (Mistake no.1). I recently thought I would try to uninstall it and install the home version but I can't. I do not have the tamper password and am stuck in a never ending loop.

I read and followed the following article.

Article ID: 120838 - How to remove Sophos Anti-Virus for Mac.

The only remotes of Sophos now on my mac is Sophos Cloud Endpoint, Version 9.4.2. The icon is greyed out on the top task bar of my mac but I can still open preferences (if only I had the password). 

I can still log into my Sophos iCloud dashboard.

So I followed the steps on the article above and from the dashboard I disabled tamper protection under the Global settings tab. That box is now un-checked. 

That was an hour ago but I am still asked for the password while trying to install. 

I think this is a little more complicated because some of the sophos software was uninstalled....or should I say deleted. So Im not sure how to get around this. Until I uninstall all remnants of this I cannot install Sophos Home.

Any help from you amazing group of geniuses would be gratefully received.......but go easy on me. I'm old, I'm tired and my leg clicks when I walk.

Kevin



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  • 0

    I'm not exactly sure since I use PC, but I'm guessing it is similar in function.  You could try to reinstall the full software (this would likely add back the 'Management Communications' components and allow it to get updates from the cloud (including disabling Tamper Protection).  Keep in mind I am taking a shot in the dark here.  The safest bet might be to call/open a support ticket, but I know they are not always the quickest to answer.

    No relation to the Rifftrax Kevin Murphy, is there?  :)

  • 0

    Hi,

    Not sure if you got my private message?

    Regards,

    Jak

  • 0 in reply to K_M

    Hello Keith,

    I had to look him up Keith. I live in the uk and hadn't heard of the bloke so it was interesting reading about him. I might drop him a line and see if he needs an understudy.

    Obviously you, I and Kevin are all related anyway!

    Thanks for the advise. I will give it a whirl and see how things go.

    Regards

    Kevin

  • 0 in reply to jak

    Hello Jak

    Thank you very much. I did receive it.

    I am not sure I fully understand it but as with all things, will give it a go. As you wrote to me privately as a moderator I wasn't sure I should reply in full here?

    Regards

    Kevin

  • 0 in reply to kevinmurphy1

    Not sure this is the recommended way. If your the admin on the computer, just open service manager, and stop every process that starts with "Sophos".  

    That's it, you can now uninstall everyhting

  • 0 in reply to NewImage

    Hi

    Many thanks for your advise. I managed to resolve this with the help of a moderator called Jak who helped me uninstall the program in full so everything is sorted now

    Many thanks to everyone for all the advice and help.

  • 0

    I am having the same issue. I have a Mac that was removed from the cloud and software removal was done without the Tamper Protection turned off .. now that we resolved the issues we were having with the machine we are attempting to reinstall Sophos but we are getting a message that the administrator requires the Tamper Protection password ... we don't have it for that machine since it was already removed from the cloud ... can someone walk me through cleaning up this Mac so we can reinstall Sophos?

  • 0 in reply to jak

    Jak, I am having the same issue ... I have a Mac that was removed in the cloud before Sophos was removed from the Mac.  The user then went in via command line and removed all the references to Sophos he could find. He tries to re-install and he is being prompted for the Tamper Protection password ... can you help?

  • 0 in reply to Casper Bellar

    Hi Casper, 

    I have Dm'ed you the steps

    Regards,

    Aditya Patel
    Global Escalation Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Aditya Patel

    Hi Aditya,

     

    Would you be good enough to DM me with the same instructions?  I mistakenly removed a machine from our Cloud Control panel before I uninstalled the software that had tamper protection enabled and now I can't remove the client software so I can reinstall/re-register it again with Cloud Control!

     

    Many thanks

     

     

    Andy

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