Slow boot or high CPU
Usually a leftover driver or service still registered. The publisher's cleanup utility resolves this in most cases.
Support · Uninstall Guide
Remove protection software cleanly, without leaving the device exposed
Whether you are replacing a product, moving a license to new hardware, or preparing a device for redeployment, a clean removal matters. Half-installed protection causes more deployment problems than no protection at all.
Read this first
Only remove protection software if you have a replacement ready to install, or the device is being retired or redeployed. Perform the work on a trusted network, in one session, and keep a current backup.
The seven-step removal procedure
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Back up before you start
Export anything you need — configuration files, exclusion lists, detection logs. Take a current backup of the device. Removal changes system state and a backup is your fallback.
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Deactivate the license from the device
In the product's account or console view, release or deactivate the seat so it returns to your available pool. Skipping this is the most common reason a license appears "in use" later.
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Disable tamper protection if enabled
Self-defence features block uninstallation by design. Turn them off in the product settings, or obtain the removal password from your console administrator.
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Run the standard uninstaller
Use the operating system's normal removal process, or the product's own uninstall option. Do not delete program folders manually — that leaves services and drivers registered.
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Use the publisher's dedicated removal tool if needed
Where remnants remain, the publisher's official cleanup utility removes leftover services, drivers and registry entries. Download it only from the publisher's own website.
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Restart and verify
Reboot the device, then confirm no protection services are running and the operating system's built-in protection has re-enabled itself where applicable.
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Reassign or reinstall
Apply the released seat to the replacement device, or install the new product and reapply your documented exclusions and policies.
Platform-specific notes
Windows 10 and 11
- Use Settings → Apps → Installed apps, select the product, and choose Uninstall. Restart when prompted.
- If the entry is missing or the uninstaller fails, use the publisher's official removal utility downloaded from their own website. Third-party "cleanup" utilities from unknown sources are not recommended.
- After removal, confirm Windows built-in protection has re-enabled itself under Privacy & security → Windows Security.
- On managed devices, Group Policy or an RMM may reinstall the previous product automatically. Check with whoever administers the estate before you start.
Windows Server
- Removal on a server should be scheduled. Take a snapshot or backup first where your platform supports it.
- Console-managed agents may need to be unassigned from their policy group before removal, otherwise the console will keep reporting the device as missing.
- Restart during a maintenance window — driver removal on a server can affect network availability briefly.
macOS
- Use the product's own uninstaller where one is provided. Do not drag the application to the Trash.
- Approve the removal of system extensions under System Settings → Privacy & Security. A restart is usually required.
- Remove any associated configuration profile under System Settings → General → Device Management, or from your MDM if the device is enrolled.
- On Apple Silicon, kernel extensions are deprecated; most products now use system extensions and endpoint security frameworks, which clean up more reliably.
Android
- Open the app, disable device-administrator privileges if prompted, then uninstall via Settings → Apps.
- For MDM-managed devices, removal may need to be initiated from the management console rather than the handset.
- Release the seat in the console afterwards so the license returns to your pool.
iOS and iPadOS
- Security apps on iOS are generally lighter-weight. Remove via long-press → Remove App.
- If a configuration profile or VPN profile was installed, remove it under Settings → General → VPN & Device Management.
- Enrolment through an MDM should be released from the console side.
Reassigning a license to replacement hardware
| Deployment type | How the seat is released | Who can do it |
|---|---|---|
| Single home device | Deactivate within the product's account view, then activate on the new device with the same key | Account holder |
| Business, console-managed | Delete or unassign the device object in the management console; the seat returns to the pool automatically | Console administrator |
| Business, publisher account | Remove the device from the account's device list | Account owner |
| Old device unreachable | Console-side removal, or a publisher support request where no console exists | Administrator, or us on your behalf |
Common problems after removal
New product refuses to install
An existing registration is being detected. Complete a full cleanup and restart before retrying — do not force the install.
License shows as still in use
The seat was never released. Remove the device object from the console or account, then reactivate.
Network access stops working
Firewall filter drivers can remain registered after a partial removal. Restart first; if it persists, run the cleanup utility.
We will do it with you
Every license purchase includes setup assistance, which covers clean removal of a previous product, installation and configuration of the new one, and verification that the seat is correctly allocated. Book a session using the form on this page.
Removal and license transfer, answered plainly
The practical questions people have mid-uninstall.
Why can’t I just delete the program folder?
Protection software installs kernel-level drivers, background services and system extensions. Deleting files leaves those components registered but broken, which causes boot delays, network problems and conflicts when you install a replacement product. Always use the proper removal process.
The uninstaller is asking for a password I don’t have. What now?
That is tamper protection, enabled by whoever configured the product. If it was deployed by us, your console administrator record has it. If it was set internally, the IT administrator who configured the console can release it. Contact us and we will help you locate the right record.
How do I move a license to a new computer?
Deactivate or release the seat on the old device from the product's account view or management console, then activate on the new device with the same key. Transfers within the same organisation are normally permitted; check the publisher's license agreement for the specific product.
The old device is broken and I can’t deactivate from it. Is the seat lost?
No. For business licenses, seats can be released from the management console without touching the device. For single-device licenses, contact us — publishers have a process for hardware failure and we will handle the request with you.
Do I need to uninstall before installing a different product?
Yes, in almost every case. Two real-time protection engines running simultaneously cause file-locking conflicts, severe performance degradation and unreliable results. Remove the old product fully, restart, then install the new one.
What should I do on macOS, where removal is different?
macOS products install system extensions and configuration profiles that must be approved for removal in System Settings under Privacy & Security. Some publishers provide an uninstaller app; use it rather than dragging the app to the Trash. Then remove any associated configuration profile in your MDM or in Settings.
Will removing protection leave my device exposed?
Temporarily, yes — which is why removal and reinstallation should happen in one session on a trusted network. On Windows, built-in protection typically re-enables automatically once third-party protection is removed. Do not leave a device in an unprotected state overnight.
Can you do this for me?
That is what setup assistance covers. A specialist can stay on the call through removal, verify the device is clean, install and configure the replacement, and confirm the seat is correctly allocated. Book a session through the form on this page.
Still unsure which configuration fits your environment? Ask a specialist directly or call +1 (866) 674-9974.
Want the removal and reinstall handled for you?
A specialist stays on the call through cleanup, installation and configuration, and confirms the seat is correctly reassigned.