I have a Mac in a remote office. It’s an old Mac, with macOS 10.15.6, so the agent version is 9.5.0.159
I tried to send an uninstall command. The command log shows status delivered at 10:56. However, the agent is still not uninstalled. At 17:20, I still received a warning about this mac.
You can see from the attached images. I cut some information which contains the names, but yes, it’s the only mac we have in that location.
How to remove remotely the agent from that mac, please? The mac owner is novice, cannot ask him to manually delete this and that on his mac.
Thank you
Best answer by ProTruckDriver
Hello @hungpham
I would suggest calling Webroot Support. Support can do a “Remote” on the Mac. While on the phone the novice user will be asked to download the Remote Software to the Mac. If the user has problems with this, the Webroot Employee will walk him through the steps. Once the Remote is installed all the User has to do is sit back and watch. The Employee does all the work uninstalling. Since this is a Mac the Employee will probably do Sudo Commands to uninstall. HTH.
Note: When submitting a Support Ticket, Please wait for a response from Support. Putting in another Support Ticket on this problem before Support responses will put your first Support Ticket at the end of the queue.
I would suggest calling Webroot Support. Support can do a “Remote” on the Mac. While on the phone the novice user will be asked to download the Remote Software to the Mac. If the user has problems with this, the Webroot Employee will walk him through the steps. Once the Remote is installed all the User has to do is sit back and watch. The Employee does all the work uninstalling. Since this is a Mac the Employee will probably do Sudo Commands to uninstall. HTH.
Note: When submitting a Support Ticket, Please wait for a response from Support. Putting in another Support Ticket on this problem before Support responses will put your first Support Ticket at the end of the queue.
