Remote reinstallation

To resolve a situation when Advanced EDR does not run correctly on a workstation or server, you can reinstall it remotely from the management console.

You must reinstall the agent and the protection module separately.

Remote reinstallation requirements

  • The target computer must be a Windows workstation or server.

  • A computer with the discovery computer role must exist on the same network segment as the computer you want to reinstall software on. The discovery computer and Cytomic server can communicate.

  • You have local admin or domain admin account credentials.

Accessing the feature

You can access this feature from any of the lists below. To access these lists, from the top menu, select Status. From the side menu, click the Add link:

Alternatively, to access this feature, from the top menu, select Computers. On the Computers page, click a branch in the folder or filter tree in the side panel.

The Reinstall protection (requires restart) and Reinstall agent options appear only for Windows computers.

Identifying unprotected computers

Use the Unmanaged computers discovered list to find computers and servers on the network that need to have software reinstalled. See Viewing discovered computers.

Reinstalling the software on a single computer

  • Use the list to find a computer that needs to have software reinstalled.

  • From the computer context menu, select Reinstall protection (requires restart) or Reinstall agent . A dialog box opens where you can configure the reinstallation options. See Reinstall protection dialog box and Reinstall agent dialog box.

Reinstalling the software on multiple computers

  • Use the checkboxes to select the computers that need to have the security software or the agent reinstalled.

  • From the toolbar, select Reinstall protection (requires restart) or Reinstall agent . A dialog box opens where you can configure the reinstallation options. See Reinstall protection dialog box and Reinstall agent dialog box.

Reinstall protection dialog box

When you choose to reinstall a computer security software, a dialog box opens that shows these two options:

  • Reinstall the protection immediately (requires restart): The software reinstalls after one minute. If the target computer is not available (offline), the restart command remains active for 1 hour.

  • Delay reinstallation for a certain time: The software reinstalls after the amount of time you select (5 minutes, 15 minutes, 30 minutes, 1 hour, 2 hours, 4 hours, or 8 hours). If the target computer is not available (offline), the restart command remains active for 7 days.

The computer user receives a message to restart the computer immediately or wait until the time configured by the administrator. After the wait period expires, the software is uninstalled, and the computer restarts automatically to reinstall the software.

If an error occurs during the process, Advanced EDR launches an uninstaller in the background in order to retry the operation and remove any traces of the previous installation. This might require an additional restart.

Reinstall agent dialog box

When you choose to reinstall a computer agent, a dialog box opens that prompts you to enter this information:

Discovery computer from which the agent is reinstalled:

  • Make sure the discovery computer is on the same network segment as the computer you want to reinstall the agent on.

  • If the discovery computer is turned off, the request is queued until the computer becomes available again. Requests are queued for a maximum of one hour, after which time they are discarded.

Credentials for reinstalling the agent: Enter one or multiple installation credentials. Use the target computer’s local or domain administrator account to complete the reinstallation.

After you have entered the information, the discovery computer takes these actions:

  • Connects to the computer you want to reinstall the agent on.

  • Uninstall the agent installed on the computer.

  • Downloads a new agent preconfigured with the customer, group, and network settings assigned to the computer. The agent is copied to the computer and runs remotely.

  • If an error occurs during the process, an uninstaller launches and, if needed, a message prompts the user to restart the computer.

Error codes

For information on software reinstallation errors, see Protection software reinstallation errors .