Known Participant

Answered

remote support customer Client cannot be removed

Forum|Forum|3 years ago
March 24, 2022
6 replies
12035 views

In January I required adobe to access my Mac via the remote support customer Client. Upon exit, the program stayed on my computer. I cannot get rid of this program. When I restart the computer I always get a popup saying the remote support customer Client .dmg file cannot be found. The crest shows up in my tool bar and i have to force quit it to close it.

I cannot restart my computer or shut it down without making sure this is force quit first.
I just spent half an hour with adobe support and they had nothing to offer except. Force quit the program.

Does anyone know how I can get rid of this stupid remote access program? I have done all the steps suggested on their help pages and nothing works. It's like a fricken STD at this point.

Installation

Correct answer beijer

Hi - frustrating....... the app is there somewhere.....I do not remember what the name was on the folder it was in but I think something with .com and a bunch of numbers. It is invisible and probably in the Apps folder - dont remeber if it was in the general Apps folder on the one in the System folder. I am not sure it is searchable even if you can see the invisable files. Again - remove it from the dock and then try again to find it and trash it - and empty the trash. As its reemerging when you start the computer its there.........just need to find it 😉 Good luck!

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RForester

Participant

After at least a year, I was able to get this off of my computer and now it runs like a top. I spent a year frustrated with spinning cursors and restarts.

R Forester

R

RForester

Participant

Adobe do better.

R Forester

S

SamAtaganaPhotography

Participant

To follow up on beijer's post... Go to your Applications folder. Use the keyboard shortcut "Command+Shift+.(period)" to show hidden files. On my system it was called ".com.bomgar.scc.66F864E3". Move to trash and wonder why Adobe makes that program hidden...

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Ellen34859938wtqt

Participant

I'm having the same Problems with uninstalling Abobe on mijn computer en cell phone! I have sent numerous messages to Apple that I am NOT interested in a paid service!

Does anyone know to which e-mail I can send my messages?

Thank you, Ellen

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Max5F8B

Participant

Hi - a bit unclear what you are asking about. If you are trying to remove the Abobe program you need to search elsewhere, but if it relates to removiong the "Remote support customer Client" you find the answer in the thread above. Good luck! /Max

B

beijer

Participating Frequently

Hi

I hade exactly the same problem and Adobe suggested same solutions that did not work. BUT I found the solution! Here is how: turn on "invisible files" (https://technclub.com/guides/show-hidden-files-mac/) and then in the "Application " folder you see a folder that contains the app "Remote support customer Client". Remove the icon from the dock and then move the whole folder containg the client to the Trash. Then empty the trash and restart the computer. Its now gone and no asking for a .dmg. /Max

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Todd KCCOAuthor

Known Participant

Thank you for your suggestion.
I tried this and the application did not show up in the list unfortunately.

B

beijerCorrect answer

Participating Frequently

Hi - frustrating....... the app is there somewhere.....I do not remember what the name was on the folder it was in but I think something with .com and a bunch of numbers. It is invisible and probably in the Apps folder - dont remeber if it was in the general Apps folder on the one in the System folder. I am not sure it is searchable even if you can see the invisable files. Again - remove it from the dock and then try again to find it and trash it - and empty the trash. As its reemerging when you start the computer its there.........just need to find it 😉 Good luck!

T

Test Screen Name

Legend

You say the crest shows up in your tool bar. Do you mean the Dock, at the bottom of the screen? And dies it remain there, or disappear? It's clear the thing is actually gone; the problem is that something is trying to run the now banished file each time you start up.

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Todd KCCOAuthor

Known Participant

Yes sorry, it stays in the dock at the bottom. It will stay there with the "." below it until I force quit it.
It does not disappear.

Todd

Jeffrey_A_Wright

Community Manager

Todd, were you in contact with Adobe support? You can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to review and update your recent support case.

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Todd KCCOAuthor

Known Participant

Hi Jeff,
Yes I was chatting with an agent about it. They just kept circling back to force quitting the program.
They tried to tell me by doing this and restarting, the program will not come back.

This isn't the case. I have force quit it many times. I have deleted it from the activity monitor.
I have followed the steps listed on the support page on how to delete this program.
Nothing has helped.
It launces at start-up and requires me to force quit it.

Jeffrey_A_Wright

Community Manager

Ok, Todd, I would recommend running a check on the computer with any installed security software.

The only recent interaction I am showing is today about the support client installed on your computer. You can see your recorded interactions with us using the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html.

Did you contact us again in January, or do you believe the support client was installed during your interaction about Illustrator CC in early December?

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