why am I repeatly getting a request that a restart is required.

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  • Updated 2 weeks ago
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This conversation has been merged. Please reference the main conversation: [Latest Update] "Restart Required" and "Connect to the Internet" message appears on your Trend Micro Security software

repeated requests that a restart is required to finish installing the latest program update 
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Rcantrell1927

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Posted 2 weeks ago

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allenbeyer

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You are not alone
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SMcK

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Me too. For the last three days. New computer, just installed Trend Micro a few weeks ago.
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Tom Emmelot, Champion

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Hi Rcantrell1927 andallenbeyer

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 am just a volunteer!

I suggest to do a new install:
First do a uninstall and reboot.
Then i  quote a TM Employee:

1. Ensure that we will be doing a fresh reinstall of the program. Run the Remnant file remover tool to uninstall the Trend Micro program and delete all the possible remnant files. Click this link to download the tool.
 - Just download and install the file and wait for it to ask you to restart your computer. Do not restart yet.

2. Run the Permission Tool to set your computer settings to fully allow the Trend Micro processes and files to run. Click this link to download the tool. Once prompted to restart, proceed with rebooting your machine.

NOTE: Both tool may look the same but they are of different use.

Then try reinstalling your Trend Micro Maximum Security program.

Installing Maximum Security
Hope this solve the case.
Kind regards,
Tom
(Edited)
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TM_Ian, Employee

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Hi @all,

Apologies for all your troubles. Can you send us a screenshot of the component versions of your Trend Micro program? Here are the steps:

Step 1: Press Windows logo + R and type supporttool.exe on Run window.
Step 2: Click Yes on User Account Control.
Step 3: Go to Details tab of the Diagnostic Toolkit and take a screenshot of the version of the components of your Trend Micro program.

Kindly post here the screenshot. 

Also, is there a Protection Disabled error message on the main console of your Trend Micro program?

We will be waiting for your response. Thanks @Tom for your suggestions! :)
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SMcK

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There is no Protection Disabled message. Only message is the one about Restart Required, but I suspect restarting it for the sixth time would be pointless.
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TM_Ian, Employee

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Hi @SMcK,

Thank you for the response. We are still investigating the root cause of this particular issue. For now, we advise that you reinstall your Trend Micro program by doing the following steps below:

Step 1: Open Trend Micro Diagnostic Toolkit and go to C)Uninstall.
Step 2: Click Uninstall Software and restart your computer.
Step 3: Download your Trend Micro program 2018 full version from our download center here.

Please let us know if the issue persists after reinstalling your Trend Micro program.

Thank you for the patience and our sincerest apologies for this inconvenience. Have a great day!
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SMcK

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OK, I went through the reinstall process, though because I'm running the six-month trial version from Best Buy it directed me to a different download, TTi_12.0_MR_Full.exe.

Once I went through all the setup, I got the restart message again. After rebooting, I checked the icon in the system tray and noticed it seemed to be stuck on "installing an update" forever.



By right-clicking on the icon, I got the menu and selected "Check for Program Updates".


Almost immediately, it said the program was up to date, the "installing" icon and message went away, and it looks, for now anyway, stable. Fingers crossed.
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TM_Ian, Employee

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Hi @SMcK,

Thank you for the response. Please let us know if the issue persists after reinstalling the program.
Happy weekend! :)

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