Problem updating programme because of an incompatible anti-virus programme

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  • Updated 1 year ago
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What is the use of my renewing when my repeated mail for help went unanswered?!!!
During my last subscription, I was unable to update the programme when your pop-ups prompted. This was because of an existing but very old Norton anti-virus programme I had but could not delete. It was there in my computer all the time, and I was able to subscribe and upload Trendmicro quite a few times despite the existence of Norton anti-virus programme in my computer. Am not sure if I can renew and use yours from now.
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Posted 1 year ago

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TM_Reine, Employee

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Welcome to the Home Users Community, CTChua2005.

I apologize for the unanswered question from your email may I ask where did you send it?

It is recommended to uninstall any conflicting software on your computer when using Trend Micro this is because using both antivirus programs at same time will cause conflict with one another as they have the same components.
 You may uninstall Norton by going to your Programs & Features windows to do that please:
 1. Press the Windows and R key at the same time.
 2. Type 'appwiz.cpl' on the run window, press enter.
 3. Search for Norton on Programs & Features.
 4. Right-click uninstall.
Please uninstall the old version using the same method mentioned above but this time uninstall 'Trend Micro Maximum Security' -afterwards you may proceed in reinstalling the latest version of the Trend Micro program.

You may refer to this article for the steps on the installation:
Installing Maximum Security

Please let us know if it works. Thank you.

Trend Micro Home Users Community
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Max Slo, Champion

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-I'm not a Trend Micro representative, but I like to give you some suggestion-


you can use the utility of our Norton friends to deinstall the software. 

You can download it from HERE. :)
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TM_Ian, Employee

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Thank you, @Max Slo for providing the link.

You may also refer to the link below for more information on how to fully removed Norton from the device:

Removing components of a previously installed antivirus program (Norton)

We hope this helps. Have a great day!

Trend Micro Home Users Community
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Thank you all for the help and instructions. Have deleted the Norton antivirus programme. Will now renew my subscription to Trend Micro.
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Hello CTChua2005!

You are most welcome. 

We are so happy to know that everything is all set. Should you have further concerns, let us know by creating a new thread.

We will be closing this one now.

All the best,

Trend Micro Home Users Community

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