Problem to uninstall agent

The user uninstalled Gravity Bitdefender from his PC.
In the dashboard it still shows as installed, I ran the remove command.
Since a few hours it shows as SUSPENDED.

Before running the command from the DashBoard, the User fails to install, receives error:
Bitdefender Endpoint Security Tools cannot be installed properly.

How to proceed? Thank you

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vinsoft

See images below

you start the installation...

continued...

And then it crashes.

???? Thanks.

Meanwhile in the Dashboard it always shows as suspended, why is there no agent on the PC?

vinsoft

See images below

you start the installation...

continued...

And then it crashes.

???? Thanks.

Meanwhile in the Dashboard it always shows as suspended, why is there no agent on the PC?

vinsoft

See images below…

Starting the installation...

continued...

And then it crashes.

Meanwhile in the Dashboard it always shows as suspended, why is there no agent on the PC?

???? Thanks

vinsoft

Starting installation…

continued...

And then it crashes!

Meanwhile in the DashBoard it always shows as suspended!!!

Thanks

vinsoft

The program is no longer installed on the PC, starts installing and then crashes...

vinsoft

The program is no longer installed on the PC, starts installing and then crashes...

Andrei_S Enterprise

Hello @vinsoft,

For the future the simplest way to remove the security agent (Bitdefender Endpoint Security Tools) is by running an uninstall task from the GravityZone console. This way you will avoid multiple issues in case that can happen during a manual install.

In your case we need to clean up the endpoint and ensure that the security agent has been removed correctly.

First, download the uninstall tool from https://www.bitdefender.com/business/support/en/77209-80124-using-the-uninstall-tool-to-remove-bitdefender-endpoint-security-tools.html
Boot in Safe mode and open CMD as administrator (right click → Run As Administrator)
Copy the uninstall tool in the C:\ directory
1. If BEST still appears in Control Panel —> Programs and features run the following commands:
  cd\
  BEST_uninstallTool.exe /bdparams /bruteForce
2. If BEST does not appear in Control Panel —> Programs and features run the following:
  BEST_uninstallTool.exe /bdparams /bruteForce /destructive
  all parameters are case sensitive, so please use the exactly as above.
Verify if the following drivers still exist: atc, bddci, ignis, gzflt, vlflt, gemma
1. Open CMD as admin and run the following:
  sc query atc (verfies if the driver exists)
  sc delete atc (removes the driver from registry)
  
  sc query bddci (verifies if the driver exists)
  sc delete bddci (removes the driver from registry)
  
  Do the following for all the above.
Manually remove the following files: atc.sys, atc.cat, atc.inf, bddci.sys, bddci.cat, bddci.inf, ignis.sys, ignis.cat, ignis.inf, gzflt.sys, gzflt.cat, gzflt.inf, vlflt.sys, vlflt.cat, vlflt.inf, gemma.sys, gemma.cat, gemma.inf from C:\Windows\System32\drivers\
Remove the following registry keys and folders if they exist:
1. HKEY_LOCAL_MACHINE\SOFTWARE\Endpoint Security.remove;
2. HKEY_LOCAL_MACHINE\SOFTWARE\Bitdefender\Endpoint Security.remove;
3. C:\Program Files\Bitdefender;
4. C:\Program Files (x86)\Bitdefender;
5. C:\ProgramData\bdkitinstaller;
6. C:\ProgramData\bdlogging;
7. C:\ProgramData\Bitdefender;
Reboot and start the installation normally.

If you still need assistance, please open a ticket with our Enterprise Support team.
Contact Us

Kind Regards,

Andrei