Unable to Update

  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged
I have been trying to do Update but to no avail.
I have followed and tried all the 3 options given in the Help page (removing other anti-virus, delete files and reinstall) at least 5 times already .. Still stubbornly, it didn't work.

I called your toll-free, spent 32 minutes on the line, and the call was dropped your help-desk .. I lost energy to try calling again.

Can you tell me what to do next ? 

PC :- Acer 4750
Windows 7
Trend Micro Maximum Security
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EDMUNDCEH

  • 70 Points

Posted 1 year ago

  • 1
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TM_Jabi, Employee

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Hello EDMUNDCEH and welcome to the community.

We reviewed your case with our Phone Support Engineer and we saw that you were able to download and install the update on the hidden administrator account. 

Let me help you on this matter. Please see the steps below and tell me if you already tried doing it: 
Step 1:  Enable hidden admin .
a. Click the Windows Icon on the bottom left part of your screen, or you can simply press the Windows Button on your keyboard. 
b. Type CMD, n the search results list, right-click Command Prompt, and then click Run as Administrator.
c. When you are prompted by User Account Control, click Continue.
d. At the command prompt, type net user administrator /active:yes, and then press Enter.
e. Close the Command Prompt window. 

Step 2: Uninstall the program using the Uninstall tool or the Diagnostic toolkit
Note: For steps 2-4,suspend or refrain from restarting your computer, finish using all the tools listed on those steps first before restarting.

Step 3: Using the Trend Micro Remnant File Remover Tool
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 4: Using the Trend Micro Permission Tool

Step 5: Restart your computer to apply the changes.

Step 6: Login to the Admin account.
Note: Please be advised that after enabling the hidden administrator, you will need to log-in through the Administrator account. There should be no password prior to your log-in.

Step 7: Once you are on the admin account already, reinstall the Trend Micro program once more. 
Installing TrendMicro Maximum Security 11.0

Step 8: Once the program is installed again, check if you can install the update successfully, if yes, proceed with steps 9-10. If not, proceed to Step 11.

Step 9: Restart your computer after the update and login to your user account. 

Step 10: 
Open the program and install the update on the user account.
Click here to see the steps on how to install updates manually. 

I hope this helps.

Please let us know of any updates as soon as possible. 

We will wait for your response. 

Thank you and have a wonderful day! 

Trend Micro Home Users Community




(Edited)

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