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.

  • Local admin or domain admin account credentials.

Accessing the feature

This feature is accessible from any of the lists below. To access these lists, go to the Status menu at the top of the console and click the Add link from the side menu:

You can also access this feature from the Computers list accessible through the Computers top menu, by clicking any of the branches in the folder or filter tree in the side panel.

The Reinstall protection (requires restart) and Reinstall agent options are only displayed for computers supporting this feature.

Identifying computers whose software needs reinstalling

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

Reinstalling the software on multiple computers

Reinstall protection selection window

When you choose to reinstall a computer’s protection, a window is displayed with the following 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 waiting period expires, the protection is uninstalled, and the computer restarts automatically in order to reinstall the protection.

If an error occurs uninstalling the protection, Advanced EDR launches a generic uninstaller in the background in order to retry the operation and remove any traces of the previous installation. This may require an additional restart.

Reinstall agent selection window

When you choose to reinstall a computer’s agent, a window is displayed prompting you to enter the following 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 the following actions:

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

  • Uninstall the agent installed on the computer you want to reinstall the agent on.

  • Download a new agent preconfigured with the customer, group, and network settings profile assigned to the computer. This agent is copied to and run remotely on the computer you want to reinstall the agent on.

  • If an error occurs during the process, a generic uninstaller is launched and, if needed, a message is displayed to the user with a countdown to an automatic restart and a button for restarting the computer immediately.

Error codes

To get a list of the error messages and corrective actions, see Protection software reinstallation errors.