Troubleshooting tool

  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged
i have internet security installed and noticed that the troubleshooting tool takes up 23.6GB of space on my hard drive, can you tell me why it takes so much space or is this unusual? can i unistall it without any issues?
Photo of pictureworldphotos

pictureworldphotos

  • 70 Points

Posted 1 year ago

  • 1
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 21,294 Points 20k badge 2x thumb
Hi pictureworldphotos,

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, that is only at working hours.

I don't now what reason, did you use it for a ticket?
But if you think that you don't need it there is a uninstall exe in the map and that will do the job.
If you need it again, you must do a new install of TM !!!

Kind regards,
Tom
Photo of TM_Jabi

TM_Jabi, Employee

  • 7,242 Points 5k badge 2x thumb
Hi Tom Emmelot,

Thank you for giving us a helping hand here, we greatly appreciate your help.

Hi pictureworldphotos and welcome to the community! 

Tom Emmelot is correct that you have to reinstall the Trend Micro program on your computer to resolve the issue. One possible cause of this issue is a problem about the components of the program, it is generating log files every time that you are using your computer that was being stored in the Debug folder which now has a size of 23.6GB. 

You can try to follow the steps below on how to reinstall the program properly: 
Step 1: Open the Trend Micro Diagnostic Toolkit. 
  1. Press Windows Windows Key key + R buttons on your keyboard to open the Run command window, type supporttool.exe on the open field.
  2. Go to (C) Uninstall tab.
  3. Click on (1) Uninstall Software.
  4. Follow the prompts that you will see and then wait for the program to be removed. 
  5. Restart your computer.
Step 2: Using the Trend Micro Remnant File Remover Tool
Note: This hotfix removes any leftover Trend Micro files from your computer so that you can successfully install the latest version of your Trend Micro Security Software.

Step 3: Click on this link to see the steps on how to download, install and activate Trend Micro Internet Security 2017

I hope that we were able to help you on this matter. Please let us know of any updates.

Thank you and have a wonderful day! 

Trend Micro Home Users Community

This conversation is no longer open for comments or replies.