N-able N-central: How to remove and reinstall AV Defender

Last Modified

Fri May 08 14:43 GMT 2020

Description

  • This article provides steps to remove and re-install AV Defender. It requires it to be removed manually with AV Defender removal tools and then re-installed via N-able N-central or manually.
  • AV Defender requires full removal using the manual removal tool in certain deployment environments. Re-installed manually or through N-able N-central can correct any number of AV Defender issues.

Environment

  • N-able N-central 9.3.x or later
  • AV Defender version 5, version 6

Solution

Manual removal and re-install via N-able N-central:

  1. Navigate to the N-able N-central UI.
  2. Go to All Devices >Click on Device Name.
  3. Click the Settings menu > Security Manager.
  4. Clear the Enable Security Manager option.
  5. Click Save
    • Wait for at least five 5 minutes before continuing.
  6. Restart the device in Safe Mode (with Networking if required).
  7. Contact the N-able support to be provided with the AV Defender removal tool and run the removal tool as an administrator.
  8. Navigate to the following folders and delete them if they exist:
    • C:\Program Files(x86)\N-able Technologies\Windows Agent\AVDefender.
    • C:\Program Files\N-able Technologies\AVDefender.
    • C:\Program Data\Solarwindsmsp Technologies.
  9. Navigate to the following registry keys and delete them if they exist:
    • HKEY_LOCAL_MACHINE\SOFTWARE\N-able Technologies\AVDefender.
    • HKEY_LOCAL_MACHINE\SOFTWARE\AVDefender.
    • HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender.
  10. Restart your device in Normal mode.
  11. Reinstall by re-enabling the AV Defender:
    1. Go to All Devices and click on Device Name.
    2. Click the Settings menu > Security Manager.
    3. Tick the Enable Security Manager option.
    4. Click Save.

Manual removal and re-install on local device:

  1. Navigate to the N-able N-central UI.
  2. Go to All Devices > Click on Device Name.
  3. Click the Settings menu > Security Manager.
  4. Clear the Enable Security Manager option.
  5. Click Save
    • Wait for at least five 5 minutes before continuing.
  6. Restart the device in Safe Mode (with Networking if required).
  7. Contact the N-able support to be provided with the AV Defender removal tool and run the removal tool as an administrator.
  8. Navigate to the following folders and delete them if they exist:
    • C:\Program Files(x86)\N-able Technologies\Windows Agent\AVDefender.
    • C:\Program Files\N-able Technologies\AVDefender.
    • C:\Program Data\N-able Technologies\.
    • C:\Program Files(x86)\N-able Technologies\Windows Agent\config\AVDefender\Config.xml.
    • C:\Program Files(x86)\N-able Technologies\Windows Agent\config\AVDefender\ErrorManager.xml.
  9. Navigate to the following registry keys and delete them if they exist:
    • HKEY_LOCAL_MACHINE\SOFTWARE\N-able Technologies\AVDefender.
    • HKEY_LOCAL_MACHINE\SOFTWARE\AVDefender.
    • HKEY_LOCAL_MACHINE\SOFTWARE\BitDefender.
  10. Restart your device in Normal mode.
  11. Download and run the AV Defender installer from the N-able N-central :
    1. Navigate to your N-able N-central UI.
    2. Go to Actions > Download Agent/Probe.
    3. Select the Third Party Software tab.
    4. Download the AV Defender installer according to the OS at hand (32 bit or 64 bit).
  12. Go to All Devices and click on Device Name.
  13. Click the Settings menu > Security Manager.
  14. Tick the Enable Security Manager option.
  15. Click Save.
  • If you are seeing many devices where the steps presented are necessary, support has potential silent solution for multiple failed Installs.