This procedure will detail how to properly offboard BizCare assets, locations, and clients from within Connectwise Automate (Labtech). Assets will be offboarded (and/or retired) when they are no longer being used. Locations will be offboarded when the client moves from that location, and clients will be offboarded when the customer is no longer a BizCare subscriber altogether.

Glossary

Offboard - to uninstall all Labtech-related software

Retire - mark an asset as “Retired”, removing it from the list of active Computers, freeing the Connectwise Automate license in the process

Procedure

Offboard and retire an asset

Offboard a computer

An asset should be offboarded and retired when the customer decommissions the asset, when the customer decides to remove the asset from their BizCare coverage, or the customer cancels their BizCare.

1. Select the asset(s) that you will be offboarding
2. Right click on the selected asset(s) and run Scripts → Maintenance → Agent → Offboarding
   1. All online clients will receive the offboarding command and uninstall. This may take a few minutes- after waiting, click the refresh icon at the bottom of the Computers list to make sure all online computers have received the command.
   2. A successfully offboarded computer will be moved from the Computers tab to the Retired Assets tab
   3. Offline computers will receive the offboarding command at next sign in.

Manually offboard a computer

Sometimes an agent won't take the offboarding command, or the computer is offline and can't be reached to receive the offboarding command.

In these cases, we (or the customer, or the new IT Company) can manually offboard computers.

The official Agent Uninstaller program from ConnectWise is here: https://s3.amazonaws.com/assets-cp/assets/Agent_Uninstaller.zip

A user has written an official script that uninstalls ConnectWise Automate and ScreenConnect here: https://gist.github.com/ak9999/e68da02d7957bd7db2a2a647f76d50be

Retire a computer

If an offline computer never signs back in or an online computer will not take the offboarding command, you may have to manually retire the asset.

1. Right click on the selected asset(s) and click “Retire”.
   1. When removing a server, it may be necessary to remove the network probe prior to retiring. Use Scripts → Maintenance → Agent → Probe - Remove from an Offline Agent. Set the “SetToOneToForceRemoval” variable to 1. Wait for the script to finish before trying to retire the server.
   2. If using the script does not remove the probe, follow instructions for manually removing the probe from the database: https://docs.connectwise.com/ConnectWiseAutomate/ConnectWiseAutomateKnowledgeBaseArticles/NetworkProbe:DeletinganOfflineProbe. Use your Labtech account username and password to connect to the MySQL database via SQLyog.
2. Enter a reason, and click OK to retire the asset. It will be moved to the Retired Assets tab on the Client/Location screens.
   3. If the steps above do not retire the asset, go to System → Configuration → Dashboard → Management → Offline Computers. Sort the list by Client, then find the asset(s) you are trying to retire. Right-click and click “Delete PC”. Contrary to the action name the assets are being retired, not deleted.
3. Issue a Deactivate command to the retired asset(s) in the Webroot console.

Remove ScreenConnect and Antivirus

After offboarding the agent, also check ScreenConnect and their Antivirus site to make sure those agents have been uninstalled as well:

1. ScreenConnect: Login to https://myremote.care
   1. Find their computer in the Access section
   2. Uninstall the ScreenConnect session
2. Antivirus: Login to their AV site
   1. Malwarebytes: https://oneview.threatdown.com
   2. Webroot: https://identity.webrootanywhere.com/v1/Account/login
   3. Find the customer's site and remove the computer being offboarded

Offboard a location

All computers at a location must be removed from the location prior to offboarding.

If the client is moving all computers from Location A to Location B:

1. Create Location B for the client according to the “Create Location(s) in Labtech” section of Procedure - Setup BizCare client.
2. Select all computers in Location A.
3. Right click → Send To → Location
4. Send to Location B

If the client is being removed from BizCare coverage:

1. Offboard and retire all computers according to the section above.
2. Go to the Retired Assets list
3. Select all retired assets, right click → Delete

Once all computers are removed from the location to be deleted:

1. Right click on the location in the Clients list on the left and select “Delete”

Offboard a client

Offboard the assets and location(s) for the Client as detailed above, then:

1. Right click on the client in the Clients list on the left and select “Delete”
   1. If prompted to move tickets, etc. to another client, move them to the “!Retired Assets” client.
2. Deactivate the entire site for the offboarded client in Webroot and/or Malwarebytes
3. Find their Access Group in ScreenConnect and delete all sessions in it, then delete the Access Group
4. Delete the relevant BizCare subscription(s) in PCRT. BizCare subscriptions can be found on the Group page for the client.
   2. If the customer was setup for automatic renewal via Stripe, follow the Stripe subscription link from the subscription details page in PCRT prior to deleting the PCRT subscription. End the Stripe subscription.

References

Manually uninstall CWA Agent Manually remove network probe - ConnectWise Automate

Procedure - Setup BizCare client