G
Neophyte

Neophyte

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2 Messages

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130 Points

Fri, Oct 22, 2021 10:33 AM

Closed

stuck on preparing to install

the computer has been stuck for over 2 hours with this

Must be using the cheapest programmers when they make these programs these days.

How do i get my money back as you are in violation of my countries consumer laws as the product is not fit for purpose.

I bought an anti virus program,which this clearly is not,as its stuck,

I will be wanting my money back

Accepted Solution

 Superstar

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498 Messages

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8.3K Points

3分前

Hi goldair1!

 

Welcome to Trend Micro Home Users Community.

 

We're sorry for the inconveniences this has caused you. This is not the usual behavior of the program. This happens sometimes when you have an incompatible software on your computer. You may follow this link below on How to remove software incompatible with Trend Micro for Windows

 

This also happens when the remnants of your old Trend Micro program were not removed. You have to run the Trend Micro Remnant File Remover Tool to delete old Trend Micro files.

 

After completing the steps above, you can install the latest version - version 17.7, which has recently been released. Here's how: How to install Internet Security

 

Hope this helps. Let us know if you need further assistance.

 

- TM_Rochelle

 

 

Neophyte

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2 Messages

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130 Points

3分前

Thanks Rochelle,it was the remnant file remover that was required.

All good now

Brand User
tm_angelo

 Superstar

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390 Messages

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7.5K Points

Thank you for the reply goldair1, feel free to message us if you need any more help! 

 

-TM_Angelo

 

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