Troubleshooting Antivirus products

If your Antivirus application features or components aren’t working properly, or your application isn’t updating as you expect, you can repair your installation, or check out our Support site for general troubleshooting tips.

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In some cases, you may need to completely uninstall and reinstall your Antivirus product. You can uninstall via Apps & Features settings on Windows 10, with a dedicated uninstall utility — Clear — or, via Command Prompt.

This article contains instructions on how to uninstall Antivirus using Clear, then how to uninstall Antivirus using the Command Prompt if Clear isn’t successful. Clear can uninstall these current Antivirus programs from your Windows PC:

Uninstall Antivirus using our removal tool: Clear Clear uses a separate window to bypass the normal uninstaller setup. This ensures removal even if you receive the message that the “setup is already running.” If you can’t uninstall using the standard method, using this dedicated removal tool ensures that can still be uninstalled.

Here’s how to uninstall on Windows 10 using Clear:

Right-click the file and select Run as administrator. If prompted for permissions, click Yes. Click Yes in the Clear dialog to start your PC in Safe Mode. Select the folder containing your program files, and select the Antivirus product you want to uninstall (the location and product are usually detected automatically). Click Uninstall.
Restart your computer.

For instructions on how to uninstall with Clear on Windows 7 and Windows 8, check out our Support guide.

How to uninstall while “setup is already running”

You can’t uninstall in the standard way while the setup is already running — you need to stop the setup first, then uninstall via Clear. The “setup is already running” dialog pops up if you try to uninstall while virus definitions are updating in the background, or if you already started the removal process.

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Here’s how to stop the setup and force to uninstall:

Open Antivirus and go to Menu > Settings > Troubleshooting. Untick Enable Self-Defense. Hit Ctrl + Shift + Esc on your keyboard to open Task Manager. Select Antivirus and click End task.
You can now uninstall Antivirus using Clear.

Uninstall using Command Prompt

You can uninstall using the Command Prompt if the Clear uninstaller doesn’t work. We only recommend trying this method if uninstalling with Clear isn’t successful.

Here’s how to uninstall Antivirus using the Command Prompt on Windows 10:

Open File Explorer and go to c:Program Files Software oketbola.sitesetup, then open the file Stats.ini.
Scroll to Common, and type SilentUninstallEnabled=1. Save the changes.
Type cmd (Command Prompt) in the Start menu search bar, then click Run as administrator.
Type cd c:Program Files Software oketbola.sitesetup and hit Enter.
Type instup.exe /instop:uninstall /silent and hit Enter.

Tip: If uninstalling via Command Prompt doesn’t work, disable Self-Defense settings in Antivirus via Settings > General > Troubleshooting, and untick Enable Self-Defense. Then, try to uninstall via Command Prompt again.