cannot start windows after trend update

  • 1
  • Problem
  • Updated 12 months ago
  • Acknowledged
Windows will not start up after most recent internet security update. Got message to restart computer to complete update, but will not boot up on restart. During shutdown,got message that Trend was updating and not to shut down, but did because of previous message to restart -- obviously a mistake I know now!
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susanne.b

  • 70 Points

Posted 12 months ago

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Tom Emmelot, Champion

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Hi Susanne,

Welcome to TM Home users Community, a public site where volunteers try to help each-other , also there are TM Employees that can give answers, that is only at working hours.
Can you provide us some more details, The OS, TM version and can you start up in safe mode?
If so can you Uninstall TM with the Diagnostic Toolkit in the Program's map.
Then install the latest version.
Installing Internet Security 2017
https://esupport.trendmicro.com/en-us/home/pages/technical-support/internet-security-2017/1115023.as...
Here from you,

Kind regards,
Tom
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TM_JustineM, Employee

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Hello @susanne.b and welcome to the community!

We apologize for this inconvenience, did you see this message "Preparing To Configure Windows. Please Do Not Turn Off Your Computer" when you agreed to restart your computer? If so this means that your operating system is also installing Windows Updates and they maybe the one causing the issue. As to what Tom Emmelot said can you provide us the operating system of your computer and can you try to boot up your computer on Safe Mode? You can click here to see the steps on how you can start your computer in safe mode to try and uninstall the Trend Micro program and restart your computer on normal mode to reinstall the Trend Micro program. Here is the link for you to see the steps on how you can uninstall the Trend Micro program.

Uninstalling Trend Micro program

Here is also the link for the steps on how you can reinstall it on normal mode.

Installing Trend Micro Internet Security 2017

We hope this was able to resolve your concern please reply to this post if the issue still persist after reinstalling the program.

Thank you!

Trend Micro Home Users Community
(Edited)