Trend MicroTM Premium Security and Windows Creator update problem

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  • Problem
  • Updated 1 year ago
  • Acknowledged
My Trend MicroTM Premium Security stopped working after I installed Windows 10 Creators update, I have tried to reinstall and also use the complete uninstall tool and then reinstall - no joy. Please can you tell definitely one way or another whether this product is compatible with the creators update as i don't wish to waste any more time trying to install it if it isn't. if it isn't compatible is there any news on when it will be many thanks Jon
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Jonathan Evans

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Posted 1 year ago

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TM_Kyra, Employee

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Hi @Jonathan Evans and welcome to Trend Micro Community!

We're glad that you posted your concern here. Rest assured wewould assist you with your concern. 

Please be informed that Windows 10 Creators Update is compatible with Trend Micro program. I understand that you already tried to run the Uninstall Tool and reinstall the program.

In that case, please follow all the steps below:

STEP 1: Restart your computer to Safe Mode

Reboot your computer to Safe Mode. Do the following:
  1. Click the Windows Start Menu button, then click Power.
  2. On your keyboard, press and hold the SHIFT key, then click Restart.
  3. Click Troubleshoot.
  4. Click Advanced Options.
  5. Click Windows Startup Settings.
  6. Click Restart.
  7. On your keyboard, Press the 5/F5 key to Enable Safe Mode with Networking.
  8. Using the arrow keys on your keyboard, select the operating system that you are using then press ENTER.
  9. Log on to Windows using an account with administrator privileges.
  10. Click Yes when the “Windows is running in Safe Mode” message appears.
STEP 2: Uninstall Trend Micro Security using the Diagnostic Toolkit

To uninstall the program, do the following:
  1. Go to Start All Apps > Trend Micro Security > Trend Micro Diagnostic Toolkit.
  2. Click Yes when the User Account Control window appears.
  3. Click the (C) Uninstall tab.
  4. Click 1. Uninstall Software
    Disregard the Windows notification saying to use the Control Panel to remove the program, since the Trend Micro Diagnostic Toolkit will remove all Trend Micro related files from your computer which the Control Panel might have missed.
  5. Click Yes when asked to confirm the uninstallation.
  6. Copy your serial number.
  7. Tick I copied my serial number, then click Uninstall.
  8. Click Yes when asked to restart your computer.
STEP 3: Reinstall your Trend Micro Security

To reinstall your program, do the following:
  1. Download the installer file to begin the installation. Click this to download the installer file for Trend Micro Premium Security.
  2. Double-click the installer to run it.Click Yes when the User Account Control window appears.
  3. Wait for the installer to extract the files needed for the installation.
  4. Type your serial number, then click Next.
  5. Read the License Agreement, then click Agree and Install.
  6. Wait for the program to install. This may take a couple of minutes.
  7. Click Finish.
STEP 4: Run the hotfix

To run the hotfix, do the following:
  1. Log on to your computer using an account with administrator privileges.
  2. Click the button below to download the hotfix.

    Download Hotfix


  3. Double-click the Ti_1100_win_en_AMSP50_Eyes_hfb1369.exe icon to run it.
  4. Click Yes when the User Account Control appears.
  5. Choose I accept the license agreement, then click Next.
  6. Click Install.
  7. Once the Module Update window appears, click Yes to apply the update.
  8. Wait for the hotfix to finish, then click OK.
  9. Restart your computer.
Please let us know if you were successful on installing the Trend Micro program.

We hope this helps. Please let us know if you have further concerns.

Thank you and have a great day!

Trend Micro Home Users Community
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Jonathan Evans

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Hi there I gave that a go but it didn't work although I wasn't able to fully follow the instructions as inside Start All Apps > there is no Trend Micro Diagnostic Toolkit  maybe as i've run the uninstaller before maybe it's been uninstalled? 

w/o that bit i did all the other steps and when it installed Trend it failed at the last bit saying "checkup needed some sort of problem stopped the install" Click next to launch diagnostic program"

Then when I click next it comes back with "Install incomplete error code #1603,3002,0Xe0220019"

I ran the hotfix anyway but it falls over with :This update is not compatible with your current security software"

Note also that when I click on the little Up greater than symbol on the windows toolbar the trend icon is there and when i expand it the usual trend options are there eg open the console, scan now, check for program updates etc but when I click on any of them nothing at all happens. So it looks like its installed just not properly.

Additionally under start, all apps, still the only trend software options there are my trend Micro password manager and a trend micro troubleshooting tool. no Diagnostic Toolkit

Hope that info is on use, any suggestions on where to now?

thanks Jon
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TM_Kim, Employee

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Hi again Jonathan Evans! :)

Thank you for immediate response.

It appears that you have encountered the error code of #1603,3002,0Xe0220019 upon the installation of your Trend Micro program.

In order to resolve this issue, please refer to the steps below.

Here are the steps:

1. Look for the
Command Prompt on your computer and run it as Administrator.
2. On the Command Prompt windows, type in
"chkdsk /f" then press the Enter key.
3. Restart your
computer.
4. Afterwards. please download and run the Permission tool below.

Download Permission Tool

After performing the steps above, please proceed in installing your Trend Micro program.

Please inform us if this solves the issue.

Trend Micro Home Users Community
(Edited)
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Jonathan Evans

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Hi there, did all of this but getting the same error as before, any thoughts ?

J x
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Tom Emmelot, Champion

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Hi Jonathan,

So you found a working link to the "Download Permission Tool" and run that?
Ok, we can try a other way to see you get further.
Uninstall TM first and do a regscan with CCleaner.
Run Msconfig, Go to start/run/ type msconfig then enter.
Click on "Start Diagnostic" click OK, restart the computer.
Then install TM restart again, run MSConfig again, put it the way it was. Restart!
Then wait that the icon gets red and see what you can do then.
Hope this works ;)
Nice day,

Kind regards,
Tom
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Tom Emmelot, Champion

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Hi Kim,

That link gives a error!

Kind regards,
Tom
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TM_Kim, Employee

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Hi, Tom Emmelot! :)

I have updated the link of the tool on my end.

Thanks for checking and have a great day.

Trend Micro Home Users Community
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Tom Emmelot, Champion

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Hi Kim.

I got this!

Kind regards,
Tom
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Jhja

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Tom Emmelot, Champion

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Hi Jhja,

Thanks so the downloadlink for the "Download Permission Tool" is here:
Download Permission Tool

Kind regards,
Tom