Knowledge Base

To resolve this issue, please follow the steps below:

1.

Make sure there are no other security programs or their remnant files on your computer.

For a list of conflicting software and instructions on how to remove them, check this solution:

How to remove conflicting third-party software detected by the Trend Micro program installer

These may cause software conflicts with your Trend Micro product.

Note: If you encounter issues while removing these third-party programs, refer to their support websites for instructions on uninstalling them.

You can also check the following solutions for the programs below:

Norton (Symantec): My Trend Micro Home and Home Office product installer keeps detecting components of my old Norton (Symantec) antivirus program

McAfee: I cannot install my Trend Micro program because I am unable to remove components from my previous McAfee antivirus program

2.

Check your computer for malware (malicious software like viruses or spyware). You can do this by scanning your computer using HouseCall, our free online scanner.

For instructions, check this solution: How to scan your computer using HouseCall.

If the issue persists and you are using the 2009 or 2010 version of your program, proceed to the next step.

3.

Upgrade to the latest version of your Trend Micro program. Click your program below for instructions:

Trend Micro AntiVirus plus AntiSpyware

Trend Micro Internet Security 2009 or 2010

Trend Micro Internet Security Pro 2009 or 2010

If you are already using your Titanium program and the issue persists after the steps above, do the following:

a.

Get a screenshot of the following:

Error message (if the scan stops)

Scanning progress window

b.

Get the Debug log for your Titanium program.

For instructions on how to collect these, check this solution: How to generate debug logs for my Trend Micro Titanium 2011 products.

c.

Send the images and debug logs to either of the following for analysis:

Trend Micro Email Support

Trend Micro Chat Support