Failed update process

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  • Updated 11 months ago
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During a recent update of Trend it crashed and erased trend off my computer leaving only the password manager for use. It then proceeded to load trend micro troubleshooting tool to attempt to diagnose the problem, however that froze to. Since this happened I have only been using Microsoft defender. Was this an issue that trend was aware of? Should I attempt a reinstall of trend and see how it goes?
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m.crole

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Posted 11 months ago

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Tom Emmelot, Champion

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Hi M.crole,

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.
I think you should try a new install, but use this first.
Uninstalling Trend Micro Security 2017 using the Uninstall Tool
https://esupport.trendmicro.com/en-us/home/pages/technical-support/maximum-security-2017/1115650.asp...
Using the Trend Micro Remnant File Remover Tool
https://esupport.trendmicro.com/en-us/home/pages/technical-support/maximum-security-2017/1104912.asp...
Installing Internet Security 2018
https://esupport.trendmicro.com/en-us/home/pages/technical-support/internet-security-2017/1115023.as...
Hope this will work.

Kind regards,
Tom
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TM_Kiko, Employee

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Hello m.crole ! Welcome to the community!
Hello Tom Emmelot ! Thanks for responding to our friend's problem here.


We understand that you are having troubles with the Trend Micro Program since the last Upgrade attempt. The problem that you are having might have been caused by the Force Upgrade that has been triggered automatically in order for you to take advantage of the latest version (2018. Ver.12) of the Trend Micro program. It might have faults during the process leading to the problem that you are having.

The cause of the problem can be related to the Operating system that you have, the current network where you are connected (unstable connection) that corrupted the installer file and some other more reasons.

Furthermore, as our friend Tom Emmelot  advised, you may try doing the manual install of the latest version. You may run the 2 tools that he has provided above to ensure the complete installation 

Use this tool to remove the Trend Micro Remnant Files.

Using the Trend Micro Remnant File Remover Tool

For the Free Download and installation guide, follow these links.

If your license starts with an X:

Upgrading Trend Micro Maximum Security to the latest version

If your license starts with P or A respectively:

Upgrading Trend Micro Internet Security to the latest version

Upgrading Trend Micro Antivirus+ Security to the latest version


Hope this helps.

Trend Micro Home Users Community

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