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.

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Stanislav

Hi all,

Please try the new link for the Endpoint Protection Cleanup tool.

https://download.teamviewer.com/download/rm/epp-cleanup.exe

https://teamviewer.sharepoint.com/sites/DataStore/Support/Forms/AllItems.aspx?id=%2Fsites%2FDataStore%2FSupport%2FSupport%2FRemote%20Management%2FTeamViewer%20Endpoint%20Protection%20Removal%20Tool%2FRemoval%20Tool%20new%2FEndpointProtectionCleanUpTool%2Eexe&parent=%2Fsites%2FDataStore%2FSupport%2FSupport%2FRemote%20Management%2FTeamViewer%20Endpoint%20Protection%20Removal%20Tool%2FRemoval%20Tool%20new&p=true&originalPath=aHR0cHM6Ly90ZWFtdmlld2VyLnNoYXJlcG9pbnQuY29tLzp1Oi9zL0RhdGFTdG9yZS9FUnBnR1lIbzFoMUt1NnQwdEF4aFlPa0JnYm1WRDgyM0R6dE9vQ25feGFJQk1BP3J0aW1lPVdCOEVzRmVZMlVn

Regarding any other problems with the old TeamViewer endpoint protection please contact support directly as it is faster to get a solution for the problem. We will also release a maintenance update to improve the activation and deactivation on Windows 11.

https://support.teamviewer.com/

Fralia

I same problem

no acces sharepoint.

https://community.teamviewer.com/English/discussion/comment/118002#Comment_118002

not working for me. 😢

Install error 16

Stanislav

Hi,

I am sorry for not being here in the last weeks, was busy with our New Product: Malwarebytes Endpoint Protection Integrated, best security partnership ever.

For this situation I think that contacting support would have been faster for sure: https://support.teamviewer.com/

Please download the cleanup tool below: https://teamviewer.sharepoint.com/sites/DataStore/Support/Forms/AllItems.aspx?id=%2Fsites%2FDataStore%2FSupport%2FSupport%2FRemote%20Management%2FTeamViewer%20Endpoint%20Protection%20Removal%20Tool%2FRemoval%20Tool%20new%2FEndpointProtectionCleanUpTool%2Eexe&parent=%2Fsites%2FDataStore%2FSupport%2FSupport%2FRemote%20Management%2FTeamViewer%20Endpoint%20Protection%20Removal%20Tool%2FRemoval%20Tool%20new&p=true&originalPath=aHR0cHM6Ly90ZWFtdmlld2VyLnNoYXJlcG9pbnQuY29tLzp1Oi9zL0RhdGFTdG9yZS9FUnBnR1lIbzFoMUt1NnQwdEF4aFlPa0JnYm1WRDgyM0R6dE9vQ25feGFJQk1BP3J0aW1lPWJMWThKdHhDMlVn

Run it as administrator

Normally we do not have a problem like this but form time to time when windows updates teamviewer needs to be re-installed and problems occur. With Malwarebytes Endpoint protection there will be no problems like this.

KouBoy

Hello Stefan,

Your solution worked like a charm.

Thanks a lot, you're the best!

Best regards,

Jacob

Stefan1992

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:

Open a command window as an administrator
Run the command:
WMIC /Node:localhost /Namespace:\\root\SecurityCenter2 Path AntiVirusProduct
Run the Windows Management Instrumentation Tester command:
WBEMTEST
Click the "Connect..." button
Enter:
root/securitycenter2
Click the "Connect" button
Click the "Query..." button
Enter:
SELECT * from Antivirusproduct
Select the antivirus to delete
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.

Peter_V

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

perarzhur

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.

ChristianVogl

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

tunmy

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

Edlind

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.

jamesfoy95

Has a fix been found for this issue yet? Currently experiencing this problem on a number of laptops

Thanks,

James

Stanislav

@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.

trevorlknight

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