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How do I uninstall my older Trend Micro program if the removal tools fail?

Solution IDLast Updated
1038848Date : 2012/01/27 Time: 3:14 AM (PST)


Product/VersionPlatform
Trend Micro AntiVirus plus AntiSpyware - 2007, 2008, 2010; Trend Micro Internet Security - 2008, 2009, 2010, Trend Micro Internet Security for Dell - 16.6; Trend Micro Internet Security Pro - 2008, 2009, 2010; Trend Micro Internet Security Pro for Dell - 2009, 2010 / 3.0
Windows - 7 32-bit, 7 64-bit, Vista 32-bit, Vista 64-bit, XP Home, XP Professional

Problem Description

When using the Trend Micro Diagnostic Toolkit to remove my older program, I encounter an error or it fails. What should I do?

Solution

Important: You will be asked to restart the computer during the procedure. We recommend that you add this page to your favorites or print it out.
Click either of the methods below for instructions on how to remove the old version of your Trend Micro program:
Run the Diagnostic Toolkit in Safe Mode
  1. Start your computer in Safe Mode. You can do this by following the steps below:
    1. Turn off the computer, then turn it on.
    2. Press F8 repeatedly while the computer is starting until the screen below appears:
      Windows Advanced Option Menu
    3. Select Safe Mode with Networking using the arrow keys, then press Enter.
    4. Wait until Windows loads completely, then log in to your account.
      Note: The image quality will be poor once you are in Safe Mode. Do not worry. Once you restart normally, everything will be back to the way it was.
  2. Download and run the Diagnostic Toolkit. Click your Windows version below, then click Run:
  3. Click the Uninstall tab.
  4. Click 1. Uninstall software, then click Uninstall.
  5. Wait as the tool uninstalls the program.
    You will know it is finished when you are prompted to restart your computer.
  6. Click Yesand the program should be uninstalled once you log back in.
    If the same issue persists, try the next option:
    Manually removing the program's components.
Manually remove the program's components
  1. Start your computer in Safe Mode. You can do this by following the steps below:
    1. Turn off the computer, then turn it on.
    2. Press F8 repeatedly while the computer is starting until the screen below appears:
      Windows Advanced Option Menu
    3. Select Safe Mode with Networking using the arrow keys, then press Enter.
    4. Wait until Windows loads completely, then log in to your account.
      Note: The image quality will be poor once you are in Safe Mode. Do not worry. Once you restart normally, everything will be back to the way it was.
  2. Delete the registry entries of your Trend Micro program. You can do this by following the steps below:
    Important: Editing your computer's registry can cause serious errors on your computer. Always create a backup before making any changes. If you need assistance, you can view the Help file by clicking Help > Help Topics on the Registry Editor window. You can also contact Trend Micro Technical Support.
    1. Do either of the following:
      • For Windows XP:
        1. Go to Start > Run.
        2. Type "regedit" in the Open field, then press Enter.
      • For Windows Vista and Windows 7:
        1. Click the Windows Orb.
        2. Type "regedit" in the Start Search field, then press Enter.
          The Registry Editor window will appear.
    2. Look for HKEY_CURRENT_USER, then expand it by clicking the [+] symbol beside it.
    3. Expand SOFTWARE by clicking the [+] symbol beside it.
    4. Delete Trend Micro under SOFTWARE by right-clicking the folder, then selecting Delete.
    5. Look for HKEY_LOCAL_MACHINE, then expand it by clicking the [+] symbol beside it.
    6. Expand SOFTWARE by clicking the [+] symbol beside it.
    7. Delete Trend Micro under SOFTWARE by right-clicking the folder, then selecting Delete.
    8. Close the Registry Editor window, then restart your computer normally.
      The program should be uninstalled completely.


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