calejo

Hi-
This is my first post....

I bought a Dell laptop (Windows Vista 64bit SP1) which came preloaded with a trial version of Trend Micro Internet Security. The free trial expired so I paid to purchase the subscription. The confirmation e-mail provided a link for me to download the complete program.

I downloaded and when it went to install, it said it had to remove the old version. This never happened, so I was not able to install the new version. When I log back on the computer, the installer is there notifying me it needs to upload program.

I have tried to uninstall Trend Micro using the Add/Remove programs,
An error occurred while trying to uninstall Trend Micro Internet Security.
It may have already been uninstalled. Would you like to remove...from
the Programs and Features list?

I clicked on the Uninstall option found on the start menu under the Trend Micro heading, but my pc could not find the shortcut. I tried to open the other headings (read-me, help, etc.) but they weren't found either. I found Trend Micro still remains in my program files. Then I used their diagnostic tool and tried to remove this way, but it also fails.

At this point I want to remove the program from my computer. I can't use the old one and I can't use the one I purchased!

Any suggestions would be MUCH appreciated! I'm so frustrated with this!

tetonbob

Hello -

So, you tried the 64 bit diagnostic/removal tool available here?

http://esupport.trendmicro.com/1/How...n-my-comp.aspx


See the last line, where it says...

There are links to show you what to do.


Have you tried contacting Trend Micro support? It is after all a paid product.

http://esupport.trendmicro.com/consumer/default.aspx


I would sometimes suggest Revo Uninstaller, but it's not 64bit compatible, according to the Revo home page.

It's possible the Windows Installer Cleanup Utility may be of some help, but I'd hold that till other avenues have been followed first.

http://support.microsoft.com/kb/290301

calejo

Thank you for your response. Yes, I tried uninstalling with their downloaded Support Tool and got the same message that the program stopped working. I also collected the analysis report and sent to them. I have been communicating with Trend for two days and have not gotten anywhere.

Also, I don't know if it's related to all the uninstalling I'm doing, but now I cannot access my bank's website. I get a message that says: Do you want to view only the web page content that was delivered securely? When I put either yes or no, it kicks me out of the website with a message that the operation was aborted.

Lots of frustration here as this is a new computer. Do you think I need to take it somewhere to get this removed and re-installed?

tetonbob

Have you tried a System Restore to a point before the new Trend AV was attempted to be installed?

I'm afraid I don't have any experience with 64bit OS, so my assistance is going to be limited. I'd still say that it's Trend's responsibility to you as a paying customer to get your machine back to a protected state.

You may wish to ask for assistance in the Windows Vista section of the forum. The staff there is likely more experienced with troubleshooting issues on a 64bit OS.

calejo

Thank you for your help. I did do the System Restore and then contacted Trend who had me on the phone for 2 hours with a level 2 tech. He was able to finally fix it.

tetonbob

Glad to hear it, thanks for letting me know.