You can resolve most agent problems by redeploying with the correct enrollment token. But if a client's ScalePad Agent is stuck in a bad state, you need to fully remove it before you redeploy. This can happen after a failed install, a missing enrollment token, or overlapping install attempts from your RMM.
This article covers when you need the uninstall script, how to request and run it, and how to confirm the agent has been removed.
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What you'll need:
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When you need the uninstall script
Request the uninstall script if any of the following apply to a device:
- An earlier install was completed without the required enrollment token.
- An RMM deployment installed over an earlier manual install, and the agent is now in a bad state.
- ScalePad Support recommended a full removal before you redeploy.
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Note: If you only want to pause data collection for a client rather than remove the agent, change their Data Collection Mode to Disabled instead. The agent stays installed and you can resume collection at any time. For more details, see Configuring SaaS Management settings. |
Removing a single device without the script
If none of the issues above apply and you just want to remove the agent from one device, delete the device instead. Deleting a device automatically triggers an uninstall, so you don't need to contact Support or run a script.
For instructions on how to delete a device from SaaS Management, see:
Deploying the SaaS Management agent: Managing Devices and Users
| Note: Deleting a device can take up to an hour to complete. If the agent hasn't uninstalled after that, request the uninstall script instead. |
Requesting and running the uninstall script
- Submit a support ticket requesting the uninstall script for the affected devices.
- Support sends you the script and any steps specific to your environment.
- Run the script through your RMM against the devices you want to remove the agent from. You must run it as System, not as a user.
| Note: Don't use the standard Windows uninstall process (via Windows Settings or Control Panel) to remove the agent. It may not fully remove the agent, so use the script provided by our support team instead. |
Verifying the agent was removed
- On the device, confirm the agent no longer appears in the installed programs list.
- In Lifecycle Manager, open the client's SaaS Management page, then click Agent Deployment.
- On the Installed Devices tab, confirm the device no longer appears. The list can take a while to update.
Redeploying after uninstalling
Uninstalling the agent doesn't clear the client's enrollment token or delete their existing SaaS Management data.
Before you redeploy, review your RMM for any recurring deployment job that would reinstall the agent on a device you don't want it on. Remove or disable that job before you continue.
| Note: If you also deleted the device from the Installed Devices tab, its record stays in the ScalePad database with a deleted status. Contact ScalePad Support to have that record cleared before you redeploy to the same device, or it won't reappear in the list or resume data collection. |
 NEW Join our MSP Power-Ups - Free 15-minute micro-workshops + live Q&A with our Lifecycle Manager experts. Sign up here to reserve your spot. |
| Any questions? Reach out to our Lifecycle Manager support team by submitting a support ticket. |
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