This program sucks!!! Bombs Win10, can't automatically repair. WFT!!!

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  • Updated 6 months ago
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I have tried to install TrendMicro Maximum  2 times on a WIN 10 Dell M4700 in the last few days, Both times it has said it was uninstalling stuff, but it seems to have uninstalled critical components of WIN10 instead.  I just paid an IT guy $100 to fix the first time, and now it does it AGAIN on a functioning system.
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fleerbrt

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  • totally ticked off!!! And your phone support is only busness hours whenI have to go to work.

Posted 6 months ago

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TM_son, Employee

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Hello fleerbrt and thanks for asking here! 

We would just like to clarify the problem that you are having. Are you getting an error message or any message at all when you try to install the Trend Micro Maximum Security? Can you give us a screenshot of the error message? Also, may we know what is the program it asked you to uninstall during the first time you installed the Trend Micro Maximum Security if you can still remember that? 

We are lookingforward to your response.

All the best. 

Trend Micro Home Users Community
(Edited)
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fleerbrt

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Please be aware that I am not just a whinny customer who stubbed his toe on this.  I am truely concerned for your quality and service and wish to be of help in you solving what I believe to be a problem that will drive customers from your product.  At first I thought that i had a MS WIN problem, only after I paid an IT guy $100 to "fix" the problem and it repeated when trying to install your program, did it become obvious the problem is yours, not MS.

I am not sure what caused MT MAX to fail at first.  What I do know is that the part of the installation program that removes competitive programs causes big problems.  If you have competitive programs (and that may include MS Defender) installed, and it triggers MT MAX installation to try to remove them the computer gets locked into a loop on the boot cycle that looks like WINDOWS 10 has been corrupted. 

I would reccomend that your customers NEVER allow TM MAX to remove programs.  ALWAYS write down the offending program, exit TM MAX and remove the offending program manually via Settings, return to TM MAX and try the install/re-install again and repeat until ALL the offending programs are removed and the installation program goes ahead and starts to install the new version.  The last time I had to do this, Malwarebytes had an issue uninstalling & I had to download and reinstall to be able to uninstall.

The specific problem I had was I allowed TM MAX to try to uninstall competitors.  The program acted like it did the uninstall and tried to reboot.  At the reboot, a flag came up indicating there were problems and it needed to reboot again.  During the reboot a message came up "Preparing Automatic Repair".  The next massage was "Diagnosing PC", followed by "Attempting Repair" followed by "Could not repair" and it gave you some options like go on to WIN 10 (that only loops you back thru the above), or something like Advanced Options.  The only way out of that loop was to choose options that allowed me to use my recovery memory stick and revert to a WIN 10 level before I tried the MT MAX install.

The system is a DELL M4700 w/ i7 Quad core, 32Mb RAM, 1Tb SSD (Samsung), running Window 10 Pro.  (Engineering workstation.)  The IT guy got me back by totally removing three MT MAX programs (MT MAX, the password protection software and the .... the self help trouble shooting program).  Then he installed three freeware scanning programs Avast, Malwarebytes and something with "can" in the title (I wasn't watching the screen while he was working).  Using those he found & killed several virus and one trojan that crept into the system.  After he left I downloaded and tried to reinstall MT MAX and that started the symptoms all over again.  Yes I was frustrated.  I can provide you the number provided during the calls to the premium support line if you wish, just not sure how extensive the notes taken are.
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Tom Emmelot, Champion

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Hi fleerbrt,

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 am just a volunteer.
Did you follow this, i think there are conflicts again!

Programs to remove before installing Trend Micro Security
https://esupport.trendmicro.com/en-us/home/pages/technical-support/1061023.aspx
Hope this helps.

Kind regards,
Tom