My customer has had several technicians before me who handled their services, none of which knew how to write down passwords or other vital documentation.

I was faced with an issue regarding ESET NOD32 today. A couple of computers had an old (undocumented) configuration of their antivirus.
As it turned out the clients had Protected setup which means you cannot access the settings, or un/reinstall the program without a specific password. It also happened to not be set up to talk to the appropriate Remote Administration-server.

So to start things of I needed to either reset the password or get the client to connect to my Remote Administrations-server to get the right policy. I decided to go with resetting the password.

There are three ways of doing this, listed below in my preferred order;

A) Hack it!

If you have physical access to the client you can do the following.

  • Reboot into safe-mode. (only needed if NOD32 is in self-protection mode).
  • Remove the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Eset\Nod\CurrentVersion\Info\PackageID
    Windows Registry Editor Version 5.00
    [HKEY_LOCAL_MACHINE\SOFTWARE\ESET\ESET Security\CurrentVersion\Info]
  • Reboot

B) Use official tools (uninstall)

This article describes how to uninstall ESET NOD32 without supplying the password, using “ESETUninstaller”.
This solution requires a third-party program (from ESET), that’s why it’s not my first option.

C) Contact Customer Support

I hate waiting for customer support. So that’s why this is my last way out.

Hope this helped you. Let me know if you find any other ways of working around this issue!