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  1. BlackBerry Docs
  2. Cylance Endpoint Security
  3. Administration
  4. Cylance Endpoint Security Administration Guide
  5. Troubleshooting Cylance Endpoint Security
  6. Troubleshooting CylancePROTECT Desktop
  7. Remove the CylancePROTECT Desktop agent from a device

Remove the
CylancePROTECT Desktop
 agent from a device

  • For the devices that you want to remove the
    CylancePROTECT Desktop
     agent from, assign a device policy with no settings enabled. Verify that
    Protection Settings > Prevent service shutdown from device
     and
    Application Control
     are turned off in the policy.
  • If you require users to provide a password to remove the CylancePROTECT Desktop agent, note the password.
  1. Use one of the following methods to remove the agent from a device:
    Windows
    • To manually remove
      CylancePROTECT Desktop
      , use Add/Remove programs. If an uninstall password is required, you must use the command line method below with the password protection command.
    • Run the command prompt as an administrator and use one of the following commands:
      • CylancePROTECTSetup.exe: 
        CylancePROTECTSetup.exe /uninstall
      • CylancePROTECT_x64.msi standard: 
        msiexec /uninstall CylancePROTECT_x64.msi
      • CylancePROTECT_x64.msi
        Windows
         installer: 
        msiexec /x CylancePROTECT_x64.msi
      • CylancePROTECT_x86.msi standard: 
        msiexec /uninstall CylancePROTECT_x86.msi
      • CylancePROTECT_x86.msi
        Windows
         installer: 
        msiexec /x CylancePROTECT_x86.msi
      • Product ID GUID standard: 
        msiexec /uninstall {2E64FC5C-9286-4A31-916B-0D8AE4B22954}
      • Product ID GUID
        Windows
         installer: 
        msiexec /x {2E64FC5C-9286-4A31-916B-0D8AE4B22954}
    Optional commands:
    • Quiet uninstall: 
      /quiet
    • Quiet and hidden: 
      /qn
    • Password protection: 
      UNINSTALLKEY=”
      <password>
      ”
    • Auto quarantined files: 
      QUARANTINEDISPOSETYPE=
      <0_or_1>
      • 0 deletes all files
      • 1 restores all files
    • Generate uninstall log file: 
      /Lxv* 
      <path_including_file_name>
    macOS
    Run the following command: 
    sudo /Applications/Cylance/Uninstall\ CylancePROTECT.app/Contents/MacOS/Uninstall\ CylancePROTECT
    If an uninstall password is required, add the following parameter: 
    --password=
    <password>
    Linux
    1. Use one of the following commands to uninstall the agent:
      • RHEL/
        CentOS
        : 
        rpm -e $(rpm -qa | grep -i cylance)
      • Ubuntu
        /Debian: 
        dpkg -P cylance-protect cylance-protect-ui cylance-protect-driver cylance-protect-open-driver
      • Amazon
        Linux
         2/SUSE: 
        rpm -e $(rpm -qa | grep -i cylance)
    2. Use one of the following commands to uninstall the
      Linux
       agent drivers:
      • RHEL/
        CentOS
        : 
        rpm -e CylancePROTECTDriver CylancePROTECTOpenDriver
      • Ubuntu
        /Debian: 
        dpkg -P cylance-protect-driver cylance-protect-open-driver
      • Amazon
        Linux
         2: 
        rpm -e CylancePROTECTDriver-
        <package_version>
        .amzn2.x86_64
rpm -e CylancePROTECTOpenDriver-
        <package_version>
        .amzn2.86_64
  2. In the management console, in
    Assets > Devices
    , select the device and click
    Remove
    . Click
    Yes
     to confirm.