Neophyte
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2 Messages
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130 Points
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
tm_rochelle
Trend Security Expert
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764 Messages
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13.6K Points
3 years ago
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
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goldair1
Neophyte
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2 Messages
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130 Points
3 years ago
Thanks Rochelle,it was the remnant file remover that was required.
All good now
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