CylancePROTECT Install Guide

CylancePROTECT
INSTALLATION GUIDE
TestT

Windows Agent Requirements

Supported Operating Systems

• Windows XP SP3 through Windows 10 (excluding Windows RT)
• Windows XP Embedded OS and newer
• Windows Server 2003 SP2 through Windows Server 2012R2
System Memory & Local Storage
• 1 GB+ RAM
• Approximately 300 MB of local disk storage not including quarantined items
Additional Software
• .NET 3.5 (SP1) or newer is required on all Windows versions
• Server 2003 SP2 also requires .NET 3.5 SP1 and the patch referenced in KB2868626 to update crypt32.dll. Up-to-
date root certificates.
• Windows embedded systems sometimes lack .NET and up-to-date root certificates. These should be added.
What if the cloud isn’t reachable?
• If the Windows agent cannot reach the cloud, the endpoint is still protected since the agent is able to evaluate
dangerous files locally using the local math model. The agent also protects against memory-based attacks using
its memory protection features.
Mac Agent Requirements

Supported Operating Systems
• OS X 10.9 Mavericks / OS X 10.10 Yosemite / OS X 10.11 El Capitan

System Memory & Local Storage
• 2+ GB RAM
• 100 MB of local disk storage not including any items that may have been quarantined
What if the cloud isn’t reachable?If the Mac agent cannot reach the cloud, the endpoint is still protected since the
agent is able to protect against memory-based attacks using its memory protection features. The Mac agent
complements Apple’s built-in OS XProtect anti-malware product.

CylancePROTECT Installation Page 2 of 5

How to install CylanceProtect
Main Location
Windows : \\srvdas02ny.nyc.amlaw.corp\Helpdesk\Applications\Cylance
Mac: smb://srvdas02ny.nyc.amlaw.corp/Helpdesk/Applications/Cylance

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Notes
• A token is required during the Cylance installation which can be obtained by logging into the Cylance portal. The
below installation methods do not require this as the autoinstall.bat contains this token.
• When installing from the network drive and prompted for admin credentials use a network account password
that has admin access to the machine.
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Windows
Navigate to the 32bit or 64bit Cylance installer location and click on autoinstall.bat to begin the installation. You will be
prompted to enter admin credentials after doing so a progress bar will display and disappear once installation has been
completed.

Mac
Navigate to the Cylance install location click on Cylanceprotect.dmg this will mount the installer to the users desktop.
Click on Cylanceprotect.pkg to begin installation.

TROUBLESHOOTING
INSTALLATION MAY FAIL IF THE BELOW IS TRUE.

1. Users machine has UAC turned off. Remediation - Turn on UAC or hold down shift right click and select “Run as
different User”.
2. When installing from the network local admin credentials were entered. Remediation – Use a network account.
3. Network credentials were entered but the computer was not part of "helpdesk ad rights" group on local
computer. Remediation - Add computer to the required group.
4. Installation was successful but token is still required.
• Token has been deleted and/or changed.
• Cylance portal is down for maintenance.
• Number of licenses has been exceeded.


How to Uninstall CylancePROTECT

To uninstall the CylancePROTECT Agent on a Windows-based system, use the Add/Remove Programs feature or use the
Command Line (CMD).

Uninstalling the Agent on the device does not remove the device from the Console. You must manually remove the
device from the Device tab in the Console.
Add / Remove Programs
1. Select Start > Control Panel.

2. Click Uninstall a Program. If you have Icons selected, instead of Categories, then click Programs and Features.
3. Select CylancePROTECT, then click Uninstall.
Command Line
1. Select Start, then type cmd in the Search field.

2. Right-click cmd.exe, then select Run as administrator.
3. Use the following commands, based on the installation package used to install the Agent.
CylancePROTECT_x64.msi
• Standard uninstall: msiexec /uninstall CylancePROTECT_x64.msi

• Windows Installer: msiexec /x CylancePROTECT_x64.msi
CylancePROTECT_x86.msi
• Standard uninstall: msiexec /uninstall CylancePROTECT_x86.msi

• Windows Installer: msiexec /x CylancePROTECT_x86.msi
CylancePROTECTSetup.exe
• CylancePROTECTSetup.exe /uninstall

The following commands are optional:
• For quiet uninstall: /quiet

• For quiet and hidden: /qn
• For password protected uninstall: UNINSTALLKEY=<password>
• For uninstall log file: /Lxv* <path>
This creates a log file at the designated <path>, include the filename. Example: c:\Temp\Uninstall.log
About Require Password to Uninstall Agent
Organizations can set a password to uninstall the Agent from a device. This prevents uninstalling the Agent unless the
password is provided during the uninstall process. Password protecting the Agent uninstall is set in the Console (Settings >
Application > Require Password to Uninstall Agent).
Note: If you installed the Agent using the EXE and the Agent uninstall is password protected, then you must use the
Command Line to uninstall the Agent. Include the password in the command using UNINSTALLKEY=<password>.
About Prevent Service Shutdown from Device
Organizations can enable Prevent service shutdown from device in a policy that protects the Cylance Service from being
shutdown either manually or from another process. (Settings > Device Policy > [select a policy] > Protection Settings)
Note: If Prevent service shutdown from device is enabled, the Agent cannot be uninstalled.

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CylancePROTECT

Mac Agent Requirements

CylancePROTECT Installation Page 2 of 5

CylancePROTECT Installation Page 3 of 5

Add / Remove Programs

1. Select Start > Control Panel.

1. Select Start, then type cmd in the Search field.

• Standard uninstall: msiexec /uninstall CylancePROTECT_x64.msi

• Standard uninstall: msiexec /uninstall CylancePROTECT_x86.msi

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• For quiet uninstall: /quiet

About Require Password to Uninstall Agent

About Prevent Service Shutdown from Device

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