Uninstalling OfficeScan clients/agents

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Solution ID Last Updated
1039283 Date : 2014/04/15 Time:7:21 AM , (PST)


Product/Version Platform
OfficeScan - 10.0, 10.5, 10.6, 11.0;
Windows - 2003 Enterprise Server, 2003 Standard Server Edition, 2008 Enterprise Server, 2008 Standard Server Edition, 7 32-bit, Vista 32-bit, XP Professional, 7 64-bit

Problem Description

Use the procedures in this article to:
  • Uninstall the OfficeScan clients/agents
  • Remove OfficeScan components from the computer
  • Troubleshoot problems encountered while removing the OfficeScan clients/agents

Solution

Below are the options for uninstalling the OfficeScan program from clients/agents:
Important: Uninstalling the client/agent removes security risk protection.
 
[ Expand All ]

 

 

Uninstalling the client/agent from the web console

Note: The following files will remain in the computer when you apply this procedure while Internet Explorer is open on the target PC. The files will be automatically removed after rebooting.
  • TmIEplg.dll / TmIEplg32
  • TmProxy.dll / TmProxy32.dll

To uninstall the client/agent using the web console:
  1. Log on to the OfficeScan web console.
  2. Go to Networked Computers > Client Management (v10.x) or Agents > Agent Management (v11). 
  3. In the client tree, select the clients/agents that you want to uninstall OfficeScan from and then click Tasks > Client Uninstallation (v10x) or Tasks > Agent Uninstallation (v11)
  4. On the Client/Agent Uninstallation screen, click Initiate Uninstallation. The server then sends a notification to the clients/agents.
  5. Check the notification status and verify if there are clients/agents that did not receive the notification.
    • Click Select Un-notified Computers and then Initiate Uninstallation to immediately resend the notification to the clients/agents.
    • Click Stop Uninstallation to prompt OfficeScan to stop notifying clients/agents. Clients/agents which are already notified and performing uninstallation will ignore this command.

 

Running the Client/Agent Uninstallation Program

If you granted users the privilege to uninstall the client program, ask them to run the client uninstallation program from their computers.
This procedure requires users to specify the uninstallation password. Make sure that you share the password only to users who will run the uninstallation program and change it immediately has it been divulged to other users. You can also disable the password on computers where the client will be uninstalled.
Do the following:
  1. On the Windows Start menu, perform any of the two options:
    • Go toPrograms > Trend Micro OfficeScan Client > Uninstall OfficeScan Client (v10.x) or Trend Micro OfficeScan Agent > Uninstall OfficeScan Agent (v11).
    • Click Control Panel > Add or Remove Programs, look for Trend Micro OfficeScan Client (v10.x) or Agent (v11), and then click Change. Follow the on-screen instruction to finish the uninstallation.
  2. If prompted, type the uninstallation password. OfficeScan will notify you of the progress and completion. In Officescan 11, a prompt “Please manually delete the Trend Micro OfficeScan folder to complete the uninstallation.” will be shown. You do not need to restart the client computer to complete the uninstallation.
    Note: Request the OfficeScan client/agent uninstallation password from the OfficeScan Administrator.  In case the password had been changed or is not documented at all, proceed to the manual removal method written below.

 

Manually Uninstalling the Client

Perform manual uninstallation only if you encountered issues when uninstalling from the web console or after running the uninstallation program.
Do the following:
  1. Log on to the client/agent computer using an account with Administrator privileges.
  2. Right-click on the OfficeScan client icon on the system tray and then select Unload Officescan.

    If prompted for a password, specify the unload password and then click OK.

    Note: You can disable the password on computers where the client will be unloaded. For details, see Client Privileges and Other Settings on pages 4-9 of the Administrator's Guide. In Officescan 11, go  to the web console, open Agents > Agent Management. Select the OfficeScan agent. Go to Settings > Privileges and Other Settings > Privileges tab. Select “Does not require a password” under Unload and Unlock. Click Apply.

    If the unload password was not specified, stop the following services from the Microsoft Management Console:
    • OfficeScan NT Listener
    • OfficeScan NT Firewall
    • OfficeScanNT RealTime Scan
    • OfficeScan NT Proxy Service
    • Trend Micro Unauthorized Change Prevention Service (if the computer runs an x86 type platform)
    • OfficeScan Common Client Solution Framework 
      (v11)
    • Trend Micro OfficeScan NT Proxy Service (v11)
  3. Go to Start > Programs, right-click on Trend Micro OfficeScan Client (v10.x) or Agent (v11), and then click Delete.
  4. Open the Registry Editor.

    Important: Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
     
  5. Delete the following registry keys: If there are no other Trend Micro products installed on the computer:
    • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro
    For 64-bit computers:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432node\Trend Micro
    If there are other Trend Micro products installed on the computer:
    • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\NSC
    • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfcWatchDog
    • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\AEGIS (v11)
    • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\AMSP (v11)
      HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\NSC (v11)
    For 64-bit computers:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432node\TrendMicro\OfcWatchDog
    • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\PC-cillinNTCorp
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432node\TrendMicro\PC-cillinNTCorp
    • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\AEGIS (v11)
    • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\AMSP (v11)
    • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\NSC (v11)
  6. Delete the following registry keys/values:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\OfficeScanNT
    • OfficeScanNT Monitor (REG_SZ) under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run
  7. Delete all instances of the following registry keys in the following locations:

    Locations:
    • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services
    • HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services
    • HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\Services
    • HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services
    Keys
    • ntrtscan
    • Perf_iCrcPerfMonMgr
    • tmcfw
    • tmcomm
    • TmFilter
    • Tmlisten
    • tmpfw
    • TmPreFilter
    • TmProxy
    • tmtdi
    • VSApiNt
    • tmlwf (For Windows Vista/2008 computers)
    • tmwfp (For Windows Vista/2008 computers)
    • tmactmon
    • TMBMServer
    • tmevtmgr
    • tmccsf 
    • tmeevw
    • TMEBC
    • tmevtmgr
    • tmnciesc
    • TmProxy
  8. Close the Registry Editor.
  9. Go to the Control Panel and then double-click on System.
  10. Click the Hardware tab and then click Device Manager > View > Show hidden devices.
  11. Expand Non-Plug and Play Driversand then uninstall the following devices:
    • tmcomm
    • tmactmon
    • tmevtmgr
    • Trend Micro Filter
    • Trend Micro PreFilter
    • Trend Micro TDI Driver
    • Trend Micro VSAPI NT
    • Trend Micro Unauthorized Change Prevention Service
    • Trend Micro WFP Callout Driver (For Windows Vista/2008 computers)
    • TMEBC
    • tmeevw
  12. Uninstall the Common Firewall Driver.
    1. Right-click My Network Places and then click Properties.
    2. Right-click Local Area Connection and then click Properties.
    3. On the General tab, select Trend Micro Common Firewall Driver and then click Uninstall.
    On Windows Vista computers, do the following:
    1. Right-click Network and then click Properties > Manage network connections.
    2. Right-click Local Area Connection and then click Properties.
    3. On the Networking tab, select Trend Micro NDIS 6.0 Filter Driver and then click Uninstall.
  13. Restart the client computer.
Important:
  • If there are no other Trend Micro products installed on the computer, delete the Trend Micro installation folder. By default: C:Program Files\Trend Micro For 64-bit computers: C:\Program Files (x86)\Trend Micro
  • If there are other Trend Micro products installed, delete the following folders:
    • {client installation folder}
    • The BM folder under the Trend Micro installation folder (by default located in C:\Program Files\Trend Micro\BM)


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