teamviewer.com link icon
or
Ask The Community

Can't Reinstall ITbrain Anti-Malware Protection after doing A system update.

After updating more than one PC, from Windows 10 Pro - 10.0.18363 to 10.0.19041 the ITbrain Anti-Malware stopped working & those PC’s registered them selves as “Endpoint Protection” not Activated.

When I try to re-activate/Install Endpoint Protection I get A message that says “Endpoint Protection activation failed on {PC Name} There is another Endpoint Protection software (TeamViewer Endpoint Protection (ITbrain Anti-Malware)) installed on {PC Name}. To use Endpoint Protection, please disable TeamViewer Endpoint Protection (ITbrain Anti-Malware) and click on Activate again”. I tried to repair “itbrain” in Windows “Apps & Features” but that didn’t work.

When I looked up the “community” pages I found an article suggesting uninstalling Endpoint Protection by
“Navigate in CMD to: C:\Program Files\ITbrain\AntiMalware\
in the above folder run the command: setup.exe /uninstall”
But setup.exe file does not exist in the AntiMalware folder.

I tried “Removing the account assignment”, & restarting the PC. And it did remove the Teamviewer Monitoring app, which I was able to successfully reinstall but did not fix the Endpoint protection problem.

I tried Deleting A PC from the Web Console list, & re-assigning the PC; & this didn’t work either.

I have tried creating a Ticket with support & they gave me a link on their Sharepoint servers to download A Teamviewer installer, but that has not worked.

The only thing that I seems to work is to uninstall the endpoint protection before installing the “10.0.19041” update, & then reinstalling the end point protection after completing all system updates. But I still have not found a fix, to PC’s that this has already affected.

Comments

  • Unfortunately I have the same problem across multiple endpoints and manually removing would create a huge amount of work !


    @DefenestrateIT wrote:

    After updating more than one PC, from Windows 10 Pro - 10.0.18363 to 10.0.19041 the ITbrain Anti-Malware stopped working & those PC’s registered them selves as “Endpoint Protection” not Activated.

    When I try to re-activate/Install Endpoint Protection I get A message that says “Endpoint Protection activation failed on {PC Name} There is another Endpoint Protection software (TeamViewer Endpoint Protection (ITbrain Anti-Malware)) installed on {PC Name}. To use Endpoint Protection, please disable TeamViewer Endpoint Protection (ITbrain Anti-Malware) and click on Activate again”. I tried to repair “itbrain” in Windows “Apps & Features” but that didn’t work.

    When I looked up the “community” pages I found an article suggesting uninstalling Endpoint Protection by
    “Navigate in CMD to: C:\Program Files\ITbrain\AntiMalware\
    in the above folder run the command: setup.exe /uninstall”
    But setup.exe file does not exist in the AntiMalware folder.

    I tried “Removing the account assignment”, & restarting the PC. And it did remove the Teamviewer Monitoring app, which I was able to successfully reinstall but did not fix the Endpoint protection problem.

    I tried Deleting A PC from the Web Console list, & re-assigning the PC; & this didn’t work either.

    I have tried creating a Ticket with support & they gave me a link on their Sharepoint servers to download A Teamviewer installer, but that has not worked.

    The only thing that I seems to work is to uninstall the endpoint protection before installing the “10.0.19041” update, & then reinstalling the end point protection after completing all system updates. But I still have not found a fix, to PC’s that this has already affected.


    TV Error.png

  • Stanislav
    Stanislav Posts: 291 Staff member 🤠

    @trevorlknight @DefenestrateIT 

     

    Thanks for the post, Unfortunately we will not be able to solve these problem in the community. 

    I have sned you a private message in the community please reply back so we can investigate these problems with support and developers directly. 

    After solving the problems we will post the solution here. 

    Product Owner, Remote Management services.
  • Has a fix been found for this issue yet? Currently experiencing this problem on a number of laptops

    Thanks,

    James

  • Edlind
    Edlind Posts: 1

    Any progress on this @Stanislav ? I watched a sight slowly loos contact over the last few weeks and now was able to remove and reinstall TV host manually but cannot get Endpoint Protection to reinstall.

  • tunmy
    tunmy Posts: 1

    This is also a problem for me. Is there a solution yet?

  • ChristianVogl
    ChristianVogl Posts: 1 Newbie

    The same here for me. Is there already a solution or fix?

  • perarzhur
    perarzhur Posts: 8 ✭✭

    I have the same problem. I was hoping there would be a cleanup tool like McAfee use to have when this type of problem occurred. It simply hit all the registery and folder areas which could possibly contain the remains of a previous install, so that the product could be reinstalled. It seems that if TeamViewer is popping up this message for a machine there must be some checks that are triggering it which a clean up tool could go through and clean up if necessary.

    Every person always matters!
  • Peter_V
    Peter_V Posts: 0

    @Stanislav Any news on this topic? This is one of a few questions describing our same exact issue.

  • Stefan1992
    Stefan1992 Posts: 1

    Solution

    The probable cause is that the antivirus did not properly remove itself from the listing in the local workstation's security center. To correct this, run through the following steps on the workstation:

    1. Open a command window as an administrator
    2. Run the command: 
    3. WMIC /Node:localhost /Namespace:\\root\SecurityCenter2 Path AntiVirusProduct
    4. Run the Windows Management Instrumentation Tester command: 
    5. WBEMTEST 
    6. Click the "Connect..." button
    7. Enter:
    8. root/securitycenter2
    9. Click the "Connect" button
    10. Click the "Query..." button
    11. Enter: 
    12. SELECT * from Antivirusproduct
    13. Select the antivirus to delete
    14. Click the "Delete" button

    You will need to delete the old antivirus property. If you step 3, you will see there is an old property listed as TeamViewer Endpoint Protection. Remember the {XXXX-xxx-xxx-xxxxxx} property from this command. You will need it when you run step 12.

  • KouBoy
    KouBoy Posts: 1

    Hello Stefan,

    Your solution worked like a charm.

    Thanks a lot, you're the best!

    Best regards,

    .

    Jacob

Sign In or Register to comment.