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

You see 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:

OPTION 1: Upgrade Trend Micro Security To The Latest Version
For instructions on how to upgrade your Trend Micro Security software, refer to this Knowledge Base article: Upgrading Trend Micro Security to the latest version.

OPTION 2: Check for missing Trend Micro update files
To check for the missing files, do the following:
  1. Log on to the computer using an account with administrator privileges.

    Note: If you have installed a software on the computer before, then you probably have these privileges.
  2. Check if the following files exist:
    For 32-bit operating system, look for the following files:
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iau.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iau.cfg
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\7z.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\iaucore.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\libs\ciuas32.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\libs\ciussi32.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\libs\patchw32.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\libs\pbld32.dll
    For 64-bit operating system, look for the following files:
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iau.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iau.cfg
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\7z.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\iaucore.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\libs\ciuas64.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\libs\ciussi64.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\libs\patchw64.dll
    • C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaucore\libs\pbld64.dll
  3. If the files are missing, replace them with working files from extracted Trend Micro Installer:
    1. Go to the "C:\ProgramData\Trend Micro Installer\TTi_10.0_HE_64bit_1438027545\Setup64\AMSP\update\iau_sdk" directory.
    2. Copy the files, then replace the missing files from its respective directory.

OPTION 3: 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 4: 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 5: Run Firewall Recovery Tool
This solution is only applicable if you cannot start the Windows Firewall, thus preventing the installation of Trend Micro Internet Security for Best Buy. To check if you can start Windows Firewall, check these Microsoft articles:
To run the Firewall Recovery tool, do the following:
  1. Download the Firewall Recovery Tool, then save it to your desktop.

     

  2. Double-click the Ti_60_win_en_FirewallRecoverTool.exe icon to run it.

    Note: Click Yes when the User Account Control window appears.
  3. Read and accept the License Agreement, then click Next.
  4. Click Install and wait until the process is complete.

    Note: The tool will also back up your entire registry. You will see it on your desktop named "registry_backup". You can delete this if you did not encounter any issues after running the tool.
  5. Click Yes when asked to restart your computer.
  6. After restarting your computer, you will receive a notification.
    Continue installing your Trend Micro Security program.

OPTION 6: Check for Malware
To check for malware, do the following:
  1. Run Trend Micro HouseCall.
    1. Download HouseCall and save it to your desktop.

       

       

    2. Click Run.
      The HouseCall window will appear, wait for HouseCall to download the necessary components to run on your computer.
    3. Read the license agreement.
    4. Select I accept the terms of the license agreement, then click Next.
    5. Click Settings.
    6. Click the Scan Type tab.
    7. Tick the type of scan you want to run, then click OK.
      Different scan types:
      • Quick Scan
        The program runs a quick check on areas where malicious software (malware) is most likely to be found.
      • Full System Scan
        The program thoroughly checks all files and folders in your computer for viruses and spyware. This scan type may take a while depending on the size and quantity of the files and folders in your computer.
      • Custom Scan
        The program allows you to select which files and folders you want to scan.
    8. Click Scan Now.
      Wait for the scan to finish. A summary of threats found on your computer and the actions taken against detected malware is displayed.
    9. Click the X button on the upper right corner of the window to close.
  2. Run the Trend Micro Rootkit Buster.
    1. Download the Rootkit Buster file that corresponds to your system type and save the file on your desktop. You may check first your version of Windows operating system when you are not sure with your system type.

       

       

       

    2. Right-click RootkitBusterV5.0-1198.exe, then select Run as administrator.
    3. Read the license agreement.
    4. Select I accept the terms of the license agreement, then click Next.

      Note: This window may appear behind your browser. You need to minimize windows that you have opened.
      License Agreement

       

    5. Click Scan Now.
    6. Tick the detected threats, then click Fix Now.
    7. Click Restart Now to finish the cleanup.

OPTION 7: Reinstall Trend Micro Security Program
To reinstall your program, do the following:
  1. Download the installer file to begin the installation.

     

    For serial number starting with X
    For serial number starting with P
    For serial number starting with A

    Note: If your serial number starts with "T", contact Best Buy or your Internet Service Provider, depending on where you got the product.

  2. Double-click the installer to run it.
    Click Yes when the User Account Control window appears.
  3. Wait for the installer to extract the files needed for the installation.
  4. Wait as Trend Micro checks if your computer is compatible for installation.
    System Check

     

  5. Type your serial number, then click Next.
    Type serial number

     


    Notes:

  6. Read the License Agreement, then click Agree and Install.
    License Agreement

     

  7. Wait for the program to install. This may take a couple of minutes.
    Installation

     

  8. Click Finish.
    You will see the main console of your Trend Micro Security program.
    Protected

     

 

Note for Windows XP Users:
On April 8th, 2014, Microsoft formally announced the Windows XP end of support. Because Microsoft no longer fixes issues on Windows XP, it has become increasingly difficult for Trend Micro to keep users safe on this operating system. While our internet security products can be installed on Windows XP, we encourage all of our users to upgrade their PCs to a more modern operating system which will provide greater stability and security. You can refer to this article for more information.
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: Nov. 28, 2016 12:37 AM (PST)
Solution ID: 1104200