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65.004 Uninstall Atera from a Windows PC

Document Control 

Document Name 

65.003004 Uninstall Atera from a Windows 11 Start Button and Search box unresponsivePC

Version 

v1.0 Current

Author 

Neil Tancock, IT Services (Safeharbour Support Ltd), neil@safeharboursupport.com 

Approval 

Safeharbour Support 

Approval date 

01-JAN-2025 

Review date 

31-DEC-2027 

Absract 

processIf StartMenuExperienceHost.exeyou crashesdon't Acronishave Deviceaccess Controlto the Atera management portal you can uninstall Atera manually.  This is also useful if you have reinstalled Atera and it will not connect.

Scope 

This document applies to all clients of Safeharbour Support Ltd

Inputs 

None 

Outputs 

None

 

Change Control 

Date 

Author 

Version 

Change 

02-DEC-2024 

Neil Tancock 

0.0 

First version

01-JAN-2025 

Neil Tancock 

1.0 

Approved 


--------------------------------------------<START OF DOCUMENT> -------------------------------------------- 

If you're running Windows 11 and the Start Button & Search Box are unresponsive, it's likely that the Start Menu Experience process is crashing.



This was, in this case, caused by a bug in Acronis backup tool, specifically the Device Control feature.  Acronis are working on a fix but it's advisable to disable Device Control in the Acronis portal.  The Start Menu and Search Box will work normally after.

https://kb.acronis.com/content/72828

72828: Acronis Cyber Protect Cloud: Windows Start button and Find not working after Windows update KB5030219 if Advanced DLP or Device Control service is enabl


Either

Symptoms

use
these
commands
(The
registry
  • Cyberones Protect Cloud Agent is installed on physical Windows 11 machines
  • Advanced DLP or Device Control feature is enabled inare the protectionimportant plan
    • ones
  • Afterif updatingyou Windowshave touninstalled KB5030219, the Start buttonAtera and Find are no longer working.

Cause

Issue in the product.Splashtop):

Acronis Development team is working on a fix.

Thismsiexec issue/x will{EFB51F01-9805-4293-BB16-6F17EF4CEDF2} be/qn

timeout resolved/t in5 one/nobreak of>nul

sc thestop upcomingAteraAgent releases.> nul 2> nul
sc delete AteraAgent > nul 2> nul

taskkill /f /im TicketingTray.exe > nul 2> nul
REG DELETE "HKEY_CURRENT_USER\Software\ATERA Networks" /f > nul 2> nul
RMDIR /S /Q "%userprofile%\appdata\local\temp\TrayIconCaching" > nul 2> nul

taskkill /f /im AteraAgent.exe > nul 2> nul
taskkill /f /im TicketingTray.exe > nul 2> nul
taskkill /f /im AgentPackageMonitoring > nul 2> nul
taskkill /f /im AgentPackageInformation > nul 2> nul
taskkill /f /im AgentPackageRunCommandInteractive > nul 2> nul
taskkill /f /im AgentPackageEventViewer.exe > nul 2> nul
taskkill /f /im AgentPackageSTRemote.exe > nul 2> nul
taskkill /f /im AgentPackageInternalPoller.exe > nul 2> nul
taskkill /f /im AgentPackageWindowsUpdate.exe > nul 2> nul
taskkill /f /im AgentPackageSystemTools.exe > nul 2> nul
taskkill /f /im AgentPackageHeartbeat.exe > nul 2> nul
taskkill /f /im AgentPackageUpgradeAgent > nul 2> nul
taskkill /f /im AgentPackageProgramManagement > nul 2> nul
taskkill /f /im AgentPackageRegistryExplorer.exe > nul 2> nul

timeout /t 4 /nobreak >nul

REG DELETE "HKEY_CURRENT_USER\Software\ATERA Networks" /f > nul 2> nul
REG DELETE "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks" /f > nul 2> nul
REG DELETE "HKEY_CLASSES_ROOT\Installer\Products\4758948C95C1B194AB15204D95B42292" /f > nul 2> nul
REG DELETE "HKEY_CLASSES_ROOT\Installer\Products\10F15BFE50893924BB61F671FEC4DE2F" /f > nul 2> nul

RMDIR /S /Q "C:\Program Files\ATERA Networks\AteraAgent" > nul 2> nul
RMDIR /S /Q "C:\Program Files (x86)\ATERA Networks" > nul 2> nul

--------------------------------------------<END OF DOCUMENT> -------------------------------------------- 

Need help?  Get in touch!

You can call us on 01752 373000, option 2 or, if you are on Number Club, just call extension 3001

You can email us at hub@safeharboursupport.com

You can chat & Collaborate with us at https://kite.wildix.com/nc-a12/3001

You can Whatsapp us right here: https://wa.me/441752373000

 

 

 

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