remote support customer Client cannot be removed

[Todd KCCO]

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.

[Jeffrey_A_Wright]

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.

[Todd KCCO]

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]

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?

[Todd KCCO]

It was in January, I had an issue with after effects crashing immediately upon launching, it was due to the ae juice plugin. The person helped move the files then this kept popping up since.

[Jeffrey_A_Wright]

Thanks for the update, Todd!  I am not seeing anything under the account you used to post to this public discussion forum during that time period.  I will move this discussion to the After Effects forum, but the plug-in developer often supports plug-in issues.  You can continue to use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update your active support case.

You may want to double-check the e-mail history of your interaction with the plug-in manufacturer's support system from January.

The error message you are reporting is not one that I am familiar with, but the community in the After Effects forum may have additional suggestions.

[Test Screen Name]

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. 

[Todd KCCO]

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

[beijer]

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

[Todd KCCO]

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

[beijer · Accepted solution]

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!

[Todd KCCO]

There is a " .com.bomgar.scc.61AE480F" folder. Could that be it?
I was looking specifically for that app or folder for that app.

Todd

[drsdeg]

Yep - worked for me after unhiding hidden apps. Thanks!

[Todd KCCO]

That was it. 

Removed the app from the dock and then deleted it from the folder. It did not come back after I restarted.
Thank you for your help. That drove me nuts for almost 3 months. lol

[beijer]

Yep - thats the one - glad you found it 🙂

[beijer]

What is "amazing " here is that Adobe helpdesk does not know how their own software works........must be many that get help remoptely and whose computers gets this app installed.

[Todd KCCO]

I couldn't agree more. The tech agent I had helping me had only that one answer. "delete it from your dock and restart, it will then be gone." Even after I said, I have literally done this 30 times, they stuck to that being the solution. 

Thank the stars for the community, they always come through.

Cheers!

Todd

[beijer]

Yes the communities are the best. I sent the "solution" to the Adobe helpdesk in a chat I had with them so hopefully it will be spread within the organisation ........... hopefully.....!

Cheers

Max

[Todd KCCO]

Thank you Max for doing that.
I am sure this will help many people.

Todd

[rapidphoto123]

Indeed, it helped me too! Thank you very much.
Adobe support didn't know how to get rid of this app. He was checking the Applications folder during the session; he wasn't aware that it was a hidden folder? 

[Carl26605967e6pu]

Just FYI, I found the folder listed above ".com.bomgar.scc.61AE480F" by right clicking on the application icon in the dock and selecting "Show in Finder".

[Mark43064]

Could you tell me where the file/folder was? I can't find it and I no longer have the icon in my dock. Thanks.

[Mark43064]

UPDATE to my own post:

I was able to find the app in my Downloads folder.

Then by using AppCleaner (for Mac) it was able to find two other folders related to the app that is now called "Bootstrap". These were:

com.beyondtrust.Bootstrap      located here:

~/Library/Caches/com.beyondtrust.Bootstrap

com.beyondtrust.Bootstrap       located here:

~/Library/HTTPStorages/com.beyondtrust.Bootstrap

I'm hoping this gets rid of all of it.

[Ellen34859938wtqt]

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 

[Max5F8B]

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