J
Neophyte

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5 Messages

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190 Points

Sun, Oct 24, 2021 8:50 AM

Closed

Renewed Subscription - Install Error "Restart Required"

Honestly having the worst time since I today decided to renew my subscription on a Monthly Basis - I have installed and restarted my PC so many times, and I have followed ALL of the steps below and still not having any luck.

I am running Windows10Home

If anyone has any advice I would be super grateful, otherwise I am going to just cut my losses, cancel subscription and join another Anti Virus Service, as I think it will be easier!

Why did this happen?

The installer cannot remove old Trend Micro files even after restarting.

What should I do next?

  1. Log onto your computer using an account with administrator privileges.
  2. Download and install the Trend Micro Remnant File Remover Tool to completely remove these files.
  3. After restarting, run the installer again.

 

If not resolved, follow this solution from our Community.

Official Solution

Brand User
TM_Ann

 Superstar

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650 Messages

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8.5K Points

1 m ago

Hi, joanne.gamble!


This case is now resolved. Here are the troubleshooting steps that helped to successfully install the Trend Micro program. 

 

  • End Trend Micro Processes via Task Manager
  • Delete Trend Micro files on the following location
    • Local Disc (C:) Program Data
    • Local Disc (C:) AppData
    • Roaming (C:) AppData
  • Delete Trend Micro registry file
    • Disclaimer: Editing your computer's registry can cause serious damage to your computer. Always create a backup before making any changes.
    • Delete the following registry file.
      • HKEY_CURRENT_USER\SOFTWARE\TMDP
      • HKEY_LOCAL_MACHINE\SOFTWARE\TMDP
      • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro



We'll close this thread now. Feel free to contact us anytime when you need help with Trend Micro products in the future. 

-TM_Ann

 Superstar

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498 Messages

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8.3K Points

3 m ago

Hi, joanne.gamble!

I am sorry to hear about your experience.

Please try to run the Trend Micro installer again. When you see the Restart Required window, leave the window open and proceed with the steps provided below:

  1. Check and delete all Trend Micro folders and files manually in the following locations:
    • Program Files
    • Program Data
    • AppData
  2. Delete Temp and %temp% files
  3. Empty the Recycle Bin
  4. Click the Restart Now button from the "Restart Required" window
  5. Proceed with Installing Trend Micro

Let us know how it goes.

- TM_Rochelle

Neophyte

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5 Messages

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190 Points

@tm_rochelle  Hi Rochelle, thankyou so much for your reponse.

I can confirm that I have followed these steps exactly as you have suggested and unfortunately this has not worked and I am still getting the Restart Required Window.

Could you please advise further steps as I am very concerned I no longer have virus protection on my home PC.

Thank you so much

Jo 

Brand User
tm_karr

Prodigy

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194 Messages

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3.7K Points

Hi, joanne.gamble!

Please try to run the Trend Micro Remnant File Remover Tool. This usually happens when there are remnants of the previously installed Trend Micro Security software. You may refer to this link below:

How to use Trend Micro Remnant File Remover Tool

 

After running the tool, try to install Trend Micro again.

Let me know how it goes! 

 

TM_Karr

Neophyte

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5 Messages

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190 Points

@tm_karr thank you for your response.

I have tried the Trend Micro Remnant File remover tool and all of the steps above suggested and this is still not working.

Do you have any other solutions?     As we may need to cancel and move to another provider as we cannot go much longer without our computer being protected.

I have followed all of the steps above around 15 times now, nothing is working.

Thank you so much

Jo

Brand User
tm_kim

 Superstar

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574 Messages

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8K Points

Hi, joannegamble.

 

I have sent you an email regarding your concern. Let us assist you from there.

 

- TM_Kim

Neophyte

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5 Messages

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190 Points

Thank you so much Kim

Brand User
tm_angelo

 Superstar

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390 Messages

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7.5K Points

3 m ago

Thanks for the reply joannegamble, we can continue to troubleshoot the concern there.

 

-TM_Angelo 

Neophyte

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5 Messages

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190 Points

3 m ago

I am still waiting for a call from the team about this.    I replied to your email with my contact details a week ago.

Can you please come back to me ASAP - I have had no Virus Protection on my computer since 29th October and really need to get this rectified.

Thank you so much

Brand User
tm_kim

 Superstar

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574 Messages

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8K Points

Hi, joannegamble. We need additional details from you. I sent you another email, we'll assist you from there. Thank you!

 

- TM_Kim

 

 

 

(edited)

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