I can't install Trend Micro anymore.Windows.

  • 1
  • Problem
  • Updated 12 months ago
  • Solved
 I had to uninstall it because it wouldn't start. I tried all the troubleshooting suggestions and I keep getting this error Error code: #1603, 3002, 0x00000000
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ryujinuminokami

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Posted 2 years ago

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TM_Kiko, Employee

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Hello there ryujinuminokami ! Welcome to the community!

We understand that you are having troubles installing theTrend Micro Program back to your computer. Allow us to help you with thisconcern that you are having.

To start, we need to know if your computer is using one ofthe Intel Apollo Lake Processors. Click on the following link for the list.

Apollo Lake Processors

If you are not familiar with what processor you are using,you follow several steps below.

Open the System Window

1. Press the "Windows" key, and then type"Computer."

2. Select "This PC" from the Results list, thenright-click on an empty area of the window.

3. Select "Properties" from the menu. Yourcomputer's processor information appears next to "Processor" in theSystem section.

If your processor belongs to the list that was providedearlier, it means that there are is a component of the Trend Micro Program thatis conflicting with your computer’s components. With this, you need to run aspecific build of installer that is ready for download and installation fromour Support site. Click on this link for the whole trouble shooting guide.

Installation Incomplete... Error code: #1603, 3002,0x00000000" appears when installing Trend Micro Security Software

Take note that this link contains the basic troubleshootingthat you can do if the special build of the Installer file does not work.

Let us know if this helps.

Have a wonderful day!

Trend Micro Home Users Community

 
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ryujinuminokami

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Hello, and thanks for the reply.
My processor is not on the list, as I mentioned I tried all the basic troubleshootigs. Also it's worth mentioning that I had Trend Micro running on this machine before, but I had to uninstall it after it stopped working, and now that I'm trying to install it again I get this error. If I had one of those processors, wouldn't I be unable to install Trend Micro the first time? What else can I try?
Thanks.
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TM_Victor, Employee

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Hi, ryujinuminokami.

Thank you for updating us regarding this case.

Can I ask what is the version of operating system that you are using? Is it Windows 7, 8, 8.1 or 10?
  • Open the run window and type in the "MSinfo32.exe" and hit on enter.
  • Please inform us of the type of operating system.
May I also ask if you have noticed on what percentage of the installation did it stop before showing this error code?

I would need these information as you have informed that you have already performed the troubleshooting procedures found on the knowledge base article from the post above. Please try to perform as well the following procedures below:

1. Run System File Checker scan (SFC scan) on the affected computer.
  • Open the Command Prompt as Administrator.
  • Enter the command "sfc /scannow" and press enter.
  • Allow the scan to complete and check for any problems.
2. Perform Check Disk
  • Open the Command Prompt as Administrator.
  • Enter the command "chkdsk C: /f" and press enter.
  • If you receive the “Chkdsk cannot run because the volume is in use by another process.” message, type Y to restart the computer and let the utility to run a scan at the next boot of your PC
  • Allow the check disk to complete to check for any problems regarding the disk.
3. Perform Windows Update on the computer. You may follow the steps on this link below on performing the Windows Update. Choose the correct version of the operating system by clicking on the drop down menu for the "Select Product Version".

Service Pack and Update Center

4. After performing the procedure above, please use the Remnants remover hot fix on the link. Then after the restart of the computer, run this Permission Toolkit. Then please get a fresh installer file on the link below to be used for the installation.

Installing Maximum Security 2017

Let us know if this helps.

Have a wonderful day!

Trend Micro Home Users Community
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ryujinuminokami

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Hi,
I have Windows 10 Pro. The installation failed at 98%.
The system is up to date.
Anyway when I try entering the commands for the File checker and Disk Check, in both cases a window flashes and nothing happens.
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TM_Malik

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Hi @ryujinuminokami

Thank you for your update!

You mentioned that nothing happens when you run the commands regarding File and Disk Checker. For that, kindly make sure that you are using the Command Prompt as Administrator.

To do so, please right-click on the Windows Start button then choose Command Prompt (Admin). Kindly send us screenshot to confirm it's done correctly.


If issue persists, we can try installing the Trend Micro program while Hidden Admin is enabled:
  • Right-click the Start button then click Command Prompt (Admin)
  • Type net user administrator /active:yes and press Enter
  • After that, please retry installing the Trend Micro program
After successfully installing the Trend Micro program, you may then disable Hidden Admin:
  • Right-click the Start button then click Command Prompt (Admin)
  • Type net user administrator /active:no and press Enter

Thank you so much for your patience and hoping this will help you solve the issue!

Trend Micro Home Users Community
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ryujinuminokami

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I ran the Command Prompt as an admin. The File Checker found no problem, while the Check Disk won't start (I typed 'y' when asked to run the check after the next restart) when I restart the pc.
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slilien

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I am having so many problems with this install.   Looks like I wasted money on this product.  
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TM_Pat, Official Rep

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Hello slilien and welcome to the Community!

Thank you for letting us know about this. And apologies for whatever inconvenience this has caused you, we understand that you are a busy person.

For us to assist you accordingly with this matter, will you provide us further insights about the issue that you are having with the installation?

We'd love to hear from you soon.

Enjoy the rest of the week!

Trend Micro Home Users Community
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slilien

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I fixed  my problem.   After uninstalling all Trend Micro products and resetting Windows 10 I then deleted anything on my computer that had the name "Trend Micro" and I was able to install the software.   I was then able to install my anti-virus program successfully.  It has been working flawlessly since then.   What was weird in my eyes was the fact that the program somehow was un-installed by itself.  I've never seen that  happen before, but I could swear that the program had been installed before.  The only thing that could of possibly caused this was when I cloned my hard drive on Acronis it was somehow deleted as an active program....STRANGE!
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TM_Von

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Hello slilien,

That is good to know! There are actually a lot of factors as to why the program uninstalled/disabled itself. The most common factor is having Potentially Unwanted Applications on your computer. These applications can cause conflicts with the Trend Micro program, which is why the program disables itself to make sure not to have its files corrupted or damaged. 

Should you have further inquiries, please do not hesitate to reply to this thread.

Thank you.

Trend Micro Home Users Community
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kokozcarlos

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What application are creating the problems - Facebook gameroom is the only application and your program didn't stop working until windows started updating

Windows Malicious Software Removal Tool x64 - April 2018 (KB890830)
Installation date: ‎4/‎19/‎2018 5:36 PM

Installation status: Successful

Update type: Important

After the download, this tool runs one time to check your computer for infection by specific, prevalent malicious software (including Blaster, Sasser, and Mydoom) and helps remove any infection that is found. If an infection is found, the tool will display a status report the next time that you start your computer. A new version of the tool will be offered every month. If you want to manually run the tool on your computer, you can download a copy from the Microsoft Download Center, or you can run an online version from microsoft.com. This tool is not a replacement for an antivirus product. To help protect your computer, you should use an antivirus product.

More information: 
http://support.microsoft.com/kb/890830

Help and Support: 
http://support.microsoft.com
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TM_Marion, Employee

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Hi kokozcarlos and welcome to the community!

Sorry to hear that you're encountering this issue. 

To help you on your concern, I would like to ask further description and explanation of the symptoms you are experiencing. Please let us know what happened and on what part did you encounter the problem.

Also, please provide us the following information:

1.) On what device and its Operating System Version
2.) Exact Error Message if there's any.
3.) Screenshots of the problem if possible.

Thank you and have a great day!

Trend Micro Home Users Community
(Edited)
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TM_Kim, Employee

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Hi ryujinuminokami!

We appreciate your immediate response. Let me continue helping you with this.

In order to resolve the encountered installation error code (1603, 3002, 0x00000000), please refer to the step-by-step process below. Moreover, please click the hyperlinks to directly download the tools provided.

Here are the steps to follow:

1. Download and run Trend Micro Anti-Threat Toolkit.

2. Download and use Rootkit Buster.

3. Download and run Uninstall Tool.

4. Download and run Remnant File Remover Tool.

5. Download and run Permission Tool.

6. Manually remove the Trend Micro folder from ProgramData.

     • Press simultaneously the Windows Logo key (located between the Ctrl and Alt key) and R key on your keyboard to open the Run Command window.

     • Type in "%programdata%" on the blank space provided and press the Enter key.

     • Browse and choose the "Trend Micro" folder, then delete it.

After doing the steps provided above, please try to reinstall the Trend Micro program on your computer.

If the issue still persists, it would be best if you will contact our Technical Support team for further troubleshooting and assistance. It would be best if we could assist you through a phone conversation or a chat session. You may refer to the link below on how you can be able to reach our real-time support team.

Ways to Contact Trend Micro Support

I hope I have been of help with your concern and thank you so much for your patience in solving the issue.

Trend Micro Home Users Community
(Edited)
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ryujinuminokami

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It works perfectly now! Thank you all very much!
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TM_Jandy

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Hi ryujinuminokami!

It's nice to know that we were able to help and everything is properly working now. 

Should you have further inquiries, please do not hesitate to reply to this thread.

Thank you.

Trend Micro Home Users Community

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