Custom Wipe Files Deletion

Help Windows
#1

I installed the product as a trial, I am testing it with Windows 10 and 11. So far I like its options.
My only issue is that when I request a "Custom Wipe: for Files, I get a notification that the request started and another one that the wipe is done. but when I go to the computer where the profile is supposed to be wiped, I still see all the files inside my libraries.
If I go to the custom wipe option and I manually enter the directory that I need to wipe, it will work with no issue.
Can someone help?

Thanks

#2

Hi , please , can you send us the prey.log file located in C:/windows/prey/prey.log?

regards

#3

PREY 1.9.20 spreads its wings!
Current time: Fri Mar 04 2022 16:30:34 GMT-0800 (Pacific Standard Time)
Running with PID 17984 as LAPTOP_UE524D44_ over Node.js v10.20.1 on a x64 windows system (10.0.22000)

 info Sat, 05 Mar 2022 00:30:34 GMT Plugin loaded: control-panel
 info Sat, 05 Mar 2022 00:30:34 GMT 1 plugins loaded with 0 errors.
 info Sat, 05 Mar 2022 00:30:34 GMT Initialized.
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Watching: connection, control-zones, hostname, location, network, power, status
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Starting trigger: connection
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Running: connection
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Starting trigger: control-zones
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Running: control-zones
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Starting trigger: hostname
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Starting trigger: location
 info Sat, 05 Mar 2022 00:30:34 GMT [geo] Getting location via wifi strategy
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Running: location
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Starting trigger: network
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Starting trigger: power
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Starting trigger: status
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Running: status
 warn Sat, 05 Mar 2022 00:30:34 GMT [control-panel] Unable to sync settings.
error Sat, 05 Mar 2022 00:30:34 GMT [network] Connection error: Error: getaddrinfo ENOTFOUND solid.preyproject.com solid.preyproject.com:443
 info Sat, 05 Mar 2022 00:30:34 GMT [hooks] Hook triggered: disconnected
 info Sat, 05 Mar 2022 00:30:34 GMT [triggers] Running: power
 info Sat, 05 Mar 2022 00:30:35 GMT [triggers] Running: network
 info Sat, 05 Mar 2022 00:30:35 GMT [triggers] Running: hostname
 info Sat, 05 Mar 2022 00:30:35 GMT [hooks] Hook triggered: network_state_changed
error Sat, 05 Mar 2022 00:30:35 GMT [network] Connection error: Error: getaddrinfo ENOTFOUND solid.preyproject.com solid.preyproject.com:443
error Sat, 05 Mar 2022 00:30:38 GMT [network] Connection error: Error: getaddrinfo ENOTFOUND solid.preyproject.com solid.preyproject.com:443
 info Sat, 05 Mar 2022 00:30:39 GMT [geo] Getting location via geoip
 info Sat, 05 Mar 2022 00:30:39 GMT [hooks] Hook triggered: network_state_changed
 info Sat, 05 Mar 2022 00:30:39 GMT [server] No other local server found, we are clear.
 info Sat, 05 Mar 2022 00:30:40 GMT [hooks] Hook triggered: connected
 info Sat, 05 Mar 2022 00:30:41 GMT [hooks] Hook triggered: geofencing_start
 info Sat, 05 Mar 2022 00:30:42 GMT [hooks] Hook triggered: network_state_changed
 info Sat, 05 Mar 2022 00:32:20 GMT [hooks] Hook triggered: network_state_changed
 info Sat, 05 Mar 2022 00:39:30 GMT [long-polling] Unable to connect to prey host: Error: socket hang up
 info Sat, 05 Mar 2022 00:39:30 GMT [hooks] Hook triggered: device_unseen
 info Sat, 05 Mar 2022 00:41:01 GMT [long-polling] Got 1 commands.
 info Sat, 05 Mar 2022 00:41:01 GMT [commands] Command received: {"command":"start","target":"wipe","options":{"messageID":"efb90adb-847f-43ad-b5bf-9c95fd5d744b","token":"DHAfhKuAwaUJI9Mp","wipe_documents":true}}
 info Sat, 05 Mar 2022 00:41:01 GMT [hooks] Hook triggered: command
 info Sat, 05 Mar 2022 00:41:01 GMT [actions] Starting action: wipe
 warn Sat, 05 Mar 2022 00:41:01 GMT [wipe] WIPING documents
 info Sat, 05 Mar 2022 00:41:01 GMT [actions] Running: wipe efb90adb-847f-43ad-b5bf-9c95fd5d744b
 warn Sat, 05 Mar 2022 00:41:01 GMT [wipe] Process finished! 0 dir(s) removed.
 info Sat, 05 Mar 2022 00:41:01 GMT [hooks] Hook triggered: error
error Sat, 05 Mar 2022 00:41:01 GMT Error: Wipe command failed through service
 info Sat, 05 Mar 2022 00:41:01 GMT [actions] Stopped: wipe
 info Sat, 05 Mar 2022 00:41:02 GMT [hooks] Hook triggered: action
 info Sat, 05 Mar 2022 00:41:02 GMT [control-panel] Posting response
 info Sat, 05 Mar 2022 00:41:02 GMT [control-panel] Got 200 response: OK
 info Sat, 05 Mar 2022 00:41:02 GMT [hooks] Hook triggered: action
 info Sat, 05 Mar 2022 00:41:02 GMT [control-panel] Posting response
 info Sat, 05 Mar 2022 00:41:03 GMT [control-panel] Got 200 response: OK
#4

thanks for your reply, can you run this command as administrator?
C:\Windows\Prey\wpxsvc.exe -winsvc=version
and send us the output.
And send the deletion actions again, if in case it still doesn’t work, send us the prey.log file again
thanks

#5

Hi,
did not work. here is the prey log.

Thanks

████████████████ ████████████████ ████████████████ ██ ██
██ ██ ██ ██ ██ ██ ██
██ ██ ██ ████████████████ ██ ██
██ ██ ██ ██ ██ ██
████████████████ ██ ████████████████ ████████████████
██ ██
██ ████████████████

PREY 1.9.20 spreads its wings!
Current time: Sat Mar 05 2022 05:32:12 GMT-0800 (Pacific Standard Time)
Running with PID 4508 as LAPTOP_UE524D44_ over Node.js v10.20.1 on a x64 windows system (10.0.22000)

 info Sat, 05 Mar 2022 13:32:13 GMT Plugin loaded: control-panel
 info Sat, 05 Mar 2022 13:32:13 GMT 1 plugins loaded with 0 errors.
 info Sat, 05 Mar 2022 13:32:13 GMT Initialized.
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Watching: connection, control-zones, hostname, location, network, power, status
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Starting trigger: connection
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Running: connection
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Starting trigger: control-zones
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Running: control-zones
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Starting trigger: hostname
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Starting trigger: location
 info Sat, 05 Mar 2022 13:32:13 GMT [geo] Getting location via wifi strategy
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Running: location
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Starting trigger: network
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Starting trigger: power
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Starting trigger: status
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Running: status
 warn Sat, 05 Mar 2022 13:32:13 GMT [control-panel] Unable to sync settings.
error Sat, 05 Mar 2022 13:32:13 GMT [network] Connection error: Error: connect ENETUNREACH 107.178.244.155:443
 info Sat, 05 Mar 2022 13:32:13 GMT [hooks] Hook triggered: disconnected
 info Sat, 05 Mar 2022 13:32:13 GMT [triggers] Running: power
error Sat, 05 Mar 2022 20:43:35 GMT [network] Connection error: Error: getaddrinfo ENOTFOUND solid.preyproject.com solid.preyproject.com:443
 info Sat, 05 Mar 2022 20:43:35 GMT [providers] battery_status already in progress.
 info Sat, 05 Mar 2022 20:43:36 GMT [triggers] Running: network
 info Sat, 05 Mar 2022 20:43:36 GMT [triggers] Running: hostname
 info Sat, 05 Mar 2022 20:43:36 GMT [hooks] Hook triggered: network_state_changed
error Sat, 05 Mar 2022 20:43:36 GMT [network] Connection error: Error: getaddrinfo ENOTFOUND solid.preyproject.com solid.preyproject.com:443
 info Sat, 05 Mar 2022 20:43:36 GMT [server] No other local server found, we are clear.
error Sat, 05 Mar 2022 20:43:39 GMT [network] Connection error: Error: getaddrinfo ENOTFOUND solid.preyproject.com solid.preyproject.com:443
 info Sat, 05 Mar 2022 20:43:42 GMT [hooks] Hook triggered: connected
 info Sat, 05 Mar 2022 20:43:43 GMT [hooks] Hook triggered: geofencing_start
 info Sat, 05 Mar 2022 20:43:44 GMT [geo] Processing wifi data response
 info Sat, 05 Mar 2022 20:43:44 GMT [location] New location obtained! Making the Control Panel aware...
 info Sat, 05 Mar 2022 20:43:44 GMT [hooks] Hook triggered: new_location
 info Sat, 05 Mar 2022 20:43:44 GMT [hooks] Hook triggered: network_state_changed
 info Sat, 05 Mar 2022 20:43:47 GMT [hooks] Hook triggered: network_state_changed
 info Sat, 05 Mar 2022 20:45:20 GMT [long-polling] Got 1 commands.
 info Sat, 05 Mar 2022 20:45:20 GMT [commands] Command received: {"command":"get","target":"location"}
 info Sat, 05 Mar 2022 20:45:20 GMT [hooks] Hook triggered: command
 info Sat, 05 Mar 2022 20:45:20 GMT [hooks] Hook triggered: get_location
 info Sat, 05 Mar 2022 20:45:20 GMT [geo] Getting location via wifi strategy
 info Sat, 05 Mar 2022 20:45:25 GMT [geo] Processing wifi data response
 info Sat, 05 Mar 2022 20:45:25 GMT [hooks] Hook triggered: data
 info Sat, 05 Mar 2022 20:45:25 GMT [control-panel] Posting data
 info Sat, 05 Mar 2022 20:45:25 GMT [hooks] Hook triggered: new_location
 info Sat, 05 Mar 2022 20:45:25 GMT [control-panel] Got 200 response: OK
 info Sat, 05 Mar 2022 20:45:35 GMT [hooks] Hook triggered: network_state_changed
 info Sat, 05 Mar 2022 20:45:38 GMT [long-polling] Got 1 commands.
 info Sat, 05 Mar 2022 20:45:38 GMT [commands] Command received: {"command":"start","target":"wipe","options":{"messageID":"e93f3e27-5359-4378-8e34-9393e7a1aed8","token":"pwJbbjVSpS5UPTzt","wipe_documents":true}}
 info Sat, 05 Mar 2022 20:45:38 GMT [hooks] Hook triggered: command
 info Sat, 05 Mar 2022 20:45:38 GMT [actions] Starting action: wipe
 warn Sat, 05 Mar 2022 20:45:38 GMT [wipe] WIPING documents
 info Sat, 05 Mar 2022 20:45:38 GMT [actions] Running: wipe e93f3e27-5359-4378-8e34-9393e7a1aed8
 warn Sat, 05 Mar 2022 20:45:38 GMT [wipe] Process finished! 0 dir(s) removed.
 info Sat, 05 Mar 2022 20:45:38 GMT [hooks] Hook triggered: error
error Sat, 05 Mar 2022 20:45:38 GMT Error: Wipe command failed through service
 info Sat, 05 Mar 2022 20:45:38 GMT [actions] Stopped: wipe
 info Sat, 05 Mar 2022 20:45:38 GMT [hooks] Hook triggered: action
 info Sat, 05 Mar 2022 20:45:38 GMT [control-panel] Posting response
 info Sat, 05 Mar 2022 20:45:39 GMT [control-panel] Got 200 response: OK
 info Sat, 05 Mar 2022 20:45:39 GMT [hooks] Hook triggered: action
 info Sat, 05 Mar 2022 20:45:39 GMT [control-panel] Posting response
 info Sat, 05 Mar 2022 20:45:41 GMT [control-panel] Got 200 response: OK
 info Sat, 05 Mar 2022 20:47:09 GMT [long-polling] Got 1 commands.
 info Sat, 05 Mar 2022 20:47:09 GMT [commands] Command received: {"command":"start","target":"wipe","options":{"messageID":"9891d708-a74e-45c3-ab11-31f049496953","token":"B7SSYNtPSSsVYCoT","wipe_documents":true}}
 info Sat, 05 Mar 2022 20:47:09 GMT [hooks] Hook triggered: command
 info Sat, 05 Mar 2022 20:47:09 GMT [actions] Starting action: wipe
 warn Sat, 05 Mar 2022 20:47:09 GMT [wipe] WIPING documents
 info Sat, 05 Mar 2022 20:47:09 GMT [actions] Running: wipe 9891d708-a74e-45c3-ab11-31f049496953
 warn Sat, 05 Mar 2022 20:47:09 GMT [wipe] Process finished! 0 dir(s) removed.
 info Sat, 05 Mar 2022 20:47:09 GMT [hooks] Hook triggered: error
error Sat, 05 Mar 2022 20:47:09 GMT Error: Wipe command failed through service
 info Sat, 05 Mar 2022 20:47:09 GMT [actions] Stopped: wipe
 info Sat, 05 Mar 2022 20:47:09 GMT [hooks] Hook triggered: action
 info Sat, 05 Mar 2022 20:47:09 GMT [control-panel] Posting response
 info Sat, 05 Mar 2022 20:47:10 GMT [control-panel] Got 200 response: OK
 info Sat, 05 Mar 2022 20:47:10 GMT [hooks] Hook triggered: action
 info Sat, 05 Mar 2022 20:47:10 GMT [control-panel] Posting response
 info Sat, 05 Mar 2022 20:47:10 GMT [control-panel] Got 200 response: OK
#6

thanks for your reply, can you run this command as administrator?
C:\Windows\Prey\wpxsvc.exe -winsvc=version
and send us the output.

#7

Hi,
I got this Output: 2.0.6

Thanks

#8

looking at Prey Log, I saw the following:
Wipe command failed through service

I am getting this on all three computers that I am testing

#9

Hi, thanks for your response.
What directory are you trying to remove?

Can you run these commands?
cd C:\Windows\Prey\current\lib\agent\actions\wipe\windows
wipe-win.exe -keep_root -dir “YOUR_DIRECTORY_TO_REMOVE”
example :
wipe-win.exe -keep_root -dir “C:\Users\nas\Downloads\eee”
and tell us if the folder is deleted correctly
Thanks!

#10

Hi,
I ran the command, and it did delete everything inside the directory

#11

Hi, thanks for your response.
Can you run this command as administrator?
taskkill /F /IM node.exe
and then send custom delete action from panel,
and tell us if the folder is deleted correctly
Please, after doing the above steps send us the prey.log and prey.conf file located in C:/windows/prey/
Thanks!

#12

Hi,
sorry, did not work. I emailed you the 2 files.

Thanks

#13

thanks for your reply, sorry , I can`t see the files , can you send to johao@preyhq.com please?
please tell me how to send the custom deletion from the panel website?

#14

Hi, I just did.

Thanks

#15

From the preyProject panel, I pick the computer from the device list and I click on custom wipe then I check files.

Thanks

#16

thanks for your answer and sorry for the inconvenience, can you tell me which directory you send in the custom wipe? If it is possible, please send me an image, I have tried many times and it does the deletion correctly in all of them.

#17

I just emailed you the pics.
Thanks

#18

hello, thanks for your answer, we have found the error, can you help us to validate it?

#20

Thanks for your help, it worked.
Do i need to run this solution on all my windows devices?

Thanks again.

#21

Valentina has just sent you the next steps and she will be happy to help you with anything you need.
Best,