installation of maximum security 2017 hangs on checking computer

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  • Updated 1 year ago
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after an upgrade the question kept popping up to restart. to solve this I ran the cleanup tool to remove TM and now I try to reinstall the latest version (12) but it seems to be stuck on the screen "checking you computer".
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alexanderdc

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Posted 1 year ago

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TM_Ian, Employee

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Hi @alexanderdc and welcome to the community!

Apologies for the trouble. Can you tell us the operating system of your PC? Is it Windows 7, 8, or 10?

In the meantime, please do the following steps:

1. Run Uninstall Tool on your PC. Click the link below:
Uninstalling Trend Micro Security software using the Uninstall Tool

2. Run Remnant File Remover Tool. Please visit the link below:
Using the Trend Micro Remnant File Remover Tool

3. Reinstall your Trend Micro program.

Please let us know if you'll still have issues installing the program.

Thank you and have a great day! :)

Trend Micro Home Users Community
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alexanderdc

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Hi, thank you for the quick reply.

It's a Windows 10 Pro 1703 version.

I ran both tools you suggested and restarted. But the installation of TM 12.0_HEfull.exe keeps "checking computer" and doesn't go to the next step (serial number).

what can I do?

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TM_Malik

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Thank you for your reply, alexanderdc.

We just want to check if there are any other security programs installed on your PC like McAfee, Norton, and the likes. It would be best to uninstall other security programs so that we can make sure that there are no programs conflicting with the Trend Micro antivirus.

You may run the Remnant File Remover Tool again to make sure the remnants of older files are completely removed.

Thanks so much!

Trend Micro Home Users Community
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alexanderdc

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Hi,


no other security program has (ever) been installed with the exception of MS Defender. But that's inherent to the os.

I have to end the TM mini browser (32-bit) every time in task manager to stop the installation.

Do I need to check any registry settings?

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Tom Emmelot, Champion

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Hi alexanderdc,

Try this.
Using the Trend Micro Remnant File Remover Tool
https://esupport.trendmicro.com/en-us/home/pages/technical-support/maximum-security-2017/1104912.asp...
Download and RunPermission Tool: Permission ToolDirect Download 

Manual Remove al for Trend Micro Folder from ProgramData:

• Press the WindowsLogo key (located between the Ctrl and Alt key) and R key on your keyboard toopen the Run Command window.

• Type in"%programdata%" and press Enter

• Choose the"Trend Micro" folder and delete it

Download Ccleaner at piriform and install it.
https://www.piriform.com/ccleaner/download/standard
After that run Ccleaner and run clean and register clean
After doing the steps provided above, please try to reinstall the Trend Micro program on your computer.
Hope this helps.

Kind regards,
Tom
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alexanderdc

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Hi Tom,


removing the Trend Micro folders in programdata did the trick. The installation completed successfully.

Thanks a lot for your help!


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TM_Malik

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Really sorry for the inconvenience, alexanderdc.

It's delicate to configure the registry settings but running the remnant file remover tool should be doing that work already. Please bear with us while we try further troubleshooting steps, please refer on this link for that.

If in case the issue persists, please try installing the Trend Micro program in Hidden Admin since the program might not have enough permission for the installation to push through.
  • Type CMD on search, right-click and choose Run as administrator
  • Type in the command: net user administrator /active:yes
  • Press Enter and then exit command prompt
  • Log off to the user account and login to the account named "administrator"
  • Once logged in, try installing the Trend Micro program.
  • Once you're done installing the program, disable the Hidden Admin account by typing in: net user administrator /active:no in the command prompt
Hope this helps. Have a great weekend!

Trend Micro Home Users Community

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