"Unable to install the update. Please try again later" error message appears when clicking the "About the Software" button of Trend Micro Security

You receive the following error message when clicking About the Software button in the main console of your Trend Micro Security software:

Unable to install the update

"Unable to install the update. Please try again later."

This issue happens due to any of the following:

  • Conflicting third-party security software
  • Corrupted update file or program component
  • Malware infection
  • The iau_sdk folder is missing due to a problem encountered by ActiveUpdate
We recommend that you print out this document or bookmark this page before proceeding because you will be asked to restart your computer during the procedure.
To resolve the issue, do either of the following options:

OPTION 1: Uninstall conflicting software
Having third-party security software or older Trend Micro programs installed on your computer may lead to installation and performance issues. To remove these programs and their components follow the steps below:
  1. On your keyboard, press the Windows Windows logo + R keys to open the Run command.
  2. Type in "appwiz.cpl" and press OK.
  3. Select the program you wish to remove, then click Remove or Uninstall.
  4. Wait for the program to be uninstalled, then restart your computer when asked.
For a complete list of third-party security software and instructions on how to remove them, refer to this Knowledge Base article:
Programs to remove before installing Trend Micro Security.
Note: If you encounter issues in uninstalling the third-party security software, you can contact the software manufacturer for assistance.

OPTION 2: Delete the corrupted update file
To delete the corrupted files, do the following:
  1. Open the Trend Micro Diagnostic Toolkit by doing the following:
    1. On your keyboard, press the Windows Windows logo + R keys to open the Run command.
    2. Type "supporttool.exe" on the Open field, then click OK.
  2. Click (C) Uninstall tab.
  3. Click 2. Delete Now. This will delete the security update files from your computer.
  4. Click Close.
  5. Try updating your Trend Micro Security program again.

OPTION 3: Reinstall Trend Micro Security Program
To reinstall your program, do the following:
  1. Download the installer file to begin the installation.
    Serial Number Starts with an 'X'
    Maximum Security
    Serial Number Starts with a 'P'
    Internet Security
    Serial Number Starts with an 'A'
    Antivirus+ Security
    Note: If your serial number starts with "T", contact Best Buy or your Internet Service Provider, depending on where you purchased the program.
  2. Double-click the installer to run it.
    Click Yes when the UserAccount Control window appears.
  3. Wait for the installer to extract the files needed for the installation.
  4. Click Yes when asked to remove the old program version.
    Ready to remove old version
  5. Click Restart Now when prompted to restart your computer.
    Restart Required
    After restarting, the installation will resume and will prompt for your serial number.
  6. Type your serial number, then click Next.
    Type serial number
  7. Read the License Agreement, then click Agree and Install.
    License Agreement
  8. Wait for the program to install. This may take a couple of minutes.
  9. Click Finish.
    You will see the main console of your Trend Micro Security program.
Need additional help?
Our Support Team is ready to help you with your concerns.
Video Tutorial

Applies To: Antivirus+ Security - 2016;2015;2017;Internet Security - 2016;Internet Security - 2015;Internet Security - 2017;Maximum Security - 2016;Maximum Security - 2015;Maximum Security - 2017;Premium Security - 2016;Premium Security - 2015;Premium Security - 2017;

Last Updated: May. 01, 2017 11:29 PM (PST)
Solution ID: 1104200