I cannot install my Trend Micro program due to errors during installation

Solution ID:	EN-1053957
Product:	Trend Micro AntiVirus plus AntiSpyware - 2009, 2010; Trend Micro Internet Security - 2009, 2010; Trend Micro Internet Security Pro - 2009, 2010
Operating System:	Windows - 7, Vista - SP1, Vista (32- and 64-bit), Vista SP2, XP - SP2, XP - SP3
Published:	8/29/2009 8:29 AM

Problem:

I am encountering different issues or errors during the installation of Trend Micro Internet Security Pro, Trend Micro Internet Security, or Trend Micro AntiVirus plus AntiSpyware, and these cause my installation to fail.

This can include instances where the installation setup rolls back, stops, or hangs when activating various program modules.

Note: You can also search our Knowledge Base for a solution to the specific error you encounter. We recommend typing in the exact error message text.

Solution:

Public

If you experience issues while installing versions 2008 or 2009 of your Trend Micro program, you need to upgrade to the latest version, 2010.

For instructions on how to do this, please click on the program you want to upgrade:

	·	Trend Micro Internet Security Pro [Solution EN-1054199]
	·	Trend Micro Internet Security [Solution EN-1054206]
	·	Trend Micro AntiVirus plus AntiSpyware [Solution EN-1054207]

	Note: Versions of products dating back to 2007 or older have reached their end of life or end of support. For more information, visit the frequently asked questions page on end of life or end of support, solution EN-1053729.

If you are already using the 2010 version of your product and you still encounter issues, do the following:

	Note: If one action does not work, proceed to the next. Failed installations may be caused by a number of things, and these actions eliminate the most common causes.

	·	Make sure your computer meets the program’s minimum system requirements.
	·	Identify and remove all conflicting software from your computer.
	·	Scan for and remove malicious software from your system.
	·	Remove other versions of Trend Micro programs from your system.

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Make sure your computer meets the program’s minimum system requirements.

	To properly install and use your Trend Micro program, you need to make sure your computer meets its minimum system requirements.

	Click on the program you are installing from the options below to view a list of its system requirements:

		·	Trend Micro Internet Security Pro [Solution EN-1054197]
		·	Trend Micro Internet Security [Solution EN-1054205]
		·	Trend Micro AntiVirus plus AntiSpyware [Solution EN-1054204]

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Identify and remove all conflicting software from your computer.

	If you have previously installed third-party (non-Trend Micro) security software on your computer, these may conflict with your Trend Micro program and prevent you from installing it.

	You will need to uninstall all conflicting programs and any remnants of these before installing your Trend Micro program.

	For instructions on how to do this, please refer to solution EN-1035905 from our Knowledge Base.

	Click on the program you are installing from the options below to view a list programs that cause conflicts:

		·	Trend Micro Internet Security Pro [Solution EN-1054423]
		·	Trend Micro Internet Security [Solution EN-1054424]
		·	Trend Micro AntiVirus plus AntiSpyware [Solution EN-1054425]

	Note: If you are unable to remove antivirus software from your computer, refer to the software’s website for support.

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Scan for and remove malicious software from your system.

	Malicious software (also known as malware) like viruses and spyware can prevent you from installing your Trend Micro program.

	To get rid of any malware that may have infected your system, you can use any of the following Trend Micro tools:

		·	HouseCall
		·	RootkitBuster
		·	System Cleaner, also known as SysClean

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Remove other versions of Trend Micro programs from your system.

	In the rare instances in which remnants of old Trend Micro programs cannot be removed from your system, we recommend using the Trend Micro Diagnostic Toolkit.

	For instructions on how to remove old or new versions of Trend Micro products from your computer, refer to solution EN-1037161 from our Knowledge Base.

	After completely removing the older versions from your computer, install the 2010 version of your Trend Micro program. For more information, refer to our Installing Your Product answer guide.

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If you have eliminated all the causes above and still cannot install your program, you may do any of the following to contact Trend Micro Technical Support:

	·	Submit a case online
	·	Chat with a Trend Micro specialist
	·	Buy the Premium Installation Service to get help with installing your program (for US customers only)

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