Troubleshooting: Removing the Optics agent from a macOS device
Opticsagent from a
Verify that the Optics agent has been removed
Opticsagent has been removed
Run the following command:
kextstat | grep -i cyoptic
macOSBig Sur (11.x), run the following command as well:
systemextensionsctl list | grep -i cyoptics
The commands should return no output.
Confirm that the following paths and files are no longer present on the system:
- /Library/Application Support/Cylance/Optics
- /Library/Application Support/OpticsUninstall
On a macOS Big Sur (11.x) device, after using an ssh session to silently uninstall the Optics agent, /Applications/Cylance/Optics/CyOpticsESFLoader.app remains and the system extension is still active
macOSBig Sur (11.x) device, after using an ssh session to silently uninstall the
Opticsagent, /Applications/Cylance/Optics/CyOpticsESFLoader.app remains and the system extension is still active
This issue occurs because
Applehas no mechanism to silently uninstall system extensions without explicit confirmation by the end user.
To resolve, use the finder to locate CyOpticsESFLoader.app and drag it to the trashcan, then confirm the UI prompt to deactivate and remove the system extension.
If you get a permissions error when you drag the file to the trashcan, run the following command to temporarily disable
sudo launchctl unload /Library/LaunchDaemons/com.cylance.agent_service.plist
After you run the command, you can drag the file to the trashcan and confirm the UI prompt. If you want
Protect Desktopto remain active, restart the device.
You must remove CyOpticsESFLoader.app in this way before removing the
Protect Desktopagent from the device. If you remove the
Protect Desktopagent before completing this task, /Applications/Cylance is removed from the device, including CyOpticsESFLoader.app, so you will not be able to manually delete it and deactivate the system extension.