Troubleshoot Third-Party Uninstalls

Applies To: WatchGuard Advanced EPDR This topic applies to the WatchGuard Advanced EPDR endpoint security product., WatchGuard EPDR This topic applies to the WatchGuard EPDR endpoint security product., WatchGuard EDR This topic applies to the WatchGuard EDR endpoint security product., WatchGuard EPP This topic applies to the WatchGuard EPP endpoint security product., WatchGuard EDR Core This topic applies to the WatchGuard EDR Core, available in the Total Security Suite license.

When you install WatchGuard Endpoint Security, it might detect other third-party security products on your computer. WatchGuard Endpoint Security automatically uninstalls these products before it installs the WatchGuard Agent. For more information, see Programs Automatically Uninstalled by WatchGuard Endpoint Security.

Sometimes, WatchGuard Endpoint Security does not uninstall all third-party security products. This can happen for one or more of these reasons:

• WatchGuard Endpoint Security did not detect the third-party product.
• Registry entries for the uninstalled third-party product still exist in the registry of the computer.
• WatchGuard does not support the uninstaller of the third-party product.

Program Not Detected

WatchGuard Endpoint Security might not automatically uninstall a third-party antivirus program. This can occur if Endpoint Security does not support an automatic uninstall, or the company that makes the program changes the registry entries that WatchGuard uses to detect whether it can provide an automatic uninstall.

To get help with the uninstalling of a third-party product that WatchGuard Endpoint Security does not detect, when you contact Support, make sure that you:

• Have the original installer for the third-party product available.
• Disable or remove any uninstall password for the third-party product.
• Disable any protection on the computer that prevents software modifications.
• Provide the language of the third-party product.
  
• Provide the operating system of the host computer.

Program Registry Entries Remain

WatchGuard Endpoint Security might falsely report that an uninstalled third-party antivirus program is still installed. This is because registry entries for the program remain in the registry of the computer. If this is the case, you might see the error:

Error in server communication (Error 58).

This issue occurs because WatchGuard Endpoint Security assumes that there is a third-party program installed, and tries to run the uninstaller of the program, which no longer exists.

To resolve this issue, identify and remove any registry entries that remain from a third-party antivirus program uninstall.

For more information about this error, go to Installation of Endpoint Security and Error 58.

Uninstaller Not Supported

If WatchGuard Endpoint Security does not support the automatic uninstall of a third-party antivirus program, you can try to manually uninstall the program.

Before you try to uninstall a third-party program, where WatchGuard Endpoint Security does not support the automatic uninstaller:

• Disable or remove any uninstall password for the program.
• Disable any protection on the computer that might prevent software modifications.

If you cannot uninstall the program, provide Support with information about theprogram. WatchGuard might use the information to support an update to the automatic uninstaller process.

Contact Support

If you have to contact Support, you can use the PSInfo tool to provide diagnostic logs to help Support troubleshoot your issue. For more information, go to Get Started with PSInfo.