“Unable to install the update. Please try again later” error message appears when clicking the About link in Trend Micro Titanium

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Solution ID Last Updated
1058879 Date : 2014/11/05 Time:3:02 AM , (PST)


Product/Version Platform
Titanium AntiVirus + - 2012, 2013;2014;Titanium for Small Business - 2012;Titanium Internet Security - 2012, Titanium Internet Security - 2013;Titanium Internet Security - 2014;Titanium Maximum Security - 2012, Titanium Maximum Security - 2013;Titanium Maximum Security - 2014;Titanium Maximum Security Premium Edition - 2012;Titanium Premium Security - 2013;Titanium Smart Surfing for PC - 2012;
Windows - 7 32-bit, 7 64-bit, 8 32-bit, 8 64-bit, Vista 32-bit, Vista 64-bit, XP Home, XP Professional, 8.1 32-bit, 8.1 64-bit

Problem Description

You receive the following error message when clicking the About link in your Trend Micro Titanium program:
Unable to install the update. Please try again later.
“Unable to install the update. Please try again later”   
(Titanium 2014)
Unable to install the update. Please try again later.
“Unable to install the update. Please try again later”   
(Titanium 2013)
This issue can happen because of a conflicting third-party security software, corrupted update file or corrupted program component.

Solution

To resolve this issue, follow the steps below:
[ Expand All ]

 

STEP 1: Upgrade to Titanium 2014

If you are using Titanium 2014, proceed to Step 2: Install a Hot Fix. If you are using Titanium 2013 and below, upgrade to Titanium 2014 by following the steps below:
  1. Open the Trend Micro Diagnostic Toolkit.
    For Windows XP, Vista and 7:
    1. Go to Start >All Programs >Trend Micro Titanium (version) >More Tools and Help.
    2. Click Trend Micro Diagnostic Toolkit.
    For Windows 8:
    1. Press Windows Windows Key key + C keys on your keyboard to open Charms or hover your mouse pointer on the upper right corner of your screen.
    2. Click Search.
    3. On the Search box, type "diagnostic toolkit".
    4. Click Trend Micro Diagnostic Toolkit from the search results.
  2. Click the (C) Uninstall tab.
  3. Click Uninstall Software. Wait while the program is uninstalled. 
  4. Click Yes when you are prompted to restart your computer.
  5. Reinstall or upgrade to Trend Micro Titanium 2014. Click on your product below for instructions:
    If the problem persists after upgrading to Titanium 2014, proceed to Step 2: Install a Hot Fix.

 

STEP 2: Install a hot fix

To install the hot fix, follow the steps below:
  1. Log onto 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. Go to Computer > Local Disk (C:) > Program Files > Trend Micro > AMSP > update > iau_sdk and check if any of the files below is missing:
    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
    Important:
  3. Download the hot fix below and save it to your desktop.
    Download
  4. Double-click the Ti_70_win_en_Update_hfx0001.exe icon to run it.
  5. Click Yes when the User Account Control window appears.
  6. Read and accept the License Agreement, then click Install.
  7. Click OK when a warning window opens.
    Note: An "Installation successful!" message should appear after you have finished installing the hot fix.

 

STEP 3: 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:
For Windows XP:
  1. Go to Start > Control Panel.
  2. Click Add/Remove Programs.
  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 Windows Vista and 7:
  1. Go to Start > Control Panel.
  2. Click  Programs > Programs and Features.
  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 Windows 8:
  1. Hover your mouse to the bottom left corner of the screen until you see the Start pictogram. 
  2. Right-click on the Start pictogram, then click Control Panel.
  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, check this Knowledge Base article: Programs to remove before installing Trend Micro Titanium
Note: If you encounter issues in uninstalling the third-party security software, you can contact the software manufacturer for assistance.

 

STEP 4: Delete the corrupted update file

  1. Open the Trend Micro Diagnostic Toolkit, do the following:
    For Windows XP, Vista and 7:
    1. Click Start > All Programs > Trend Micro Titanium (version) > More Tools and Help > Trend Micro Diagnostic Toolkit.
    2. Click Trend Micro Diagnostic Toolkit.
    For Windows 8:
    1. Press Windows Windows Key key + C keys on your keyboard to open the Charms bar.
    2. Click Search.
    3. On the Search box, type “diagnostic toolkit”.
    4. Click Trend Micro Diagnostic Toolkit from the search results.
  2. Click the (C) Uninstall tab.
  3. Click 2. Delete Now. This will delete the security update files from your computer.
    Click 2. Delete Now
  4. Click Close.
  5. Try updating your Titanium program again.

 

STEP 5: Check Windows Firewall

Important:
This solution is only applicable if you cannot start the Windows Firewall, thus preventing the installation of Trend Micro Titanium. To check if you can start Windows Firewall, check these Microsoft articles:
  1. Click the button below to download the Firewall Recovery tool.
    Download
  2. Double-click the Ti_60_win_en_FirewallRecoverTool.exe icon to run it.
  3. Click Yes when the User Account Control window appears.
  4. Read and accept the License Agreement, then click Next.
  5. Click Install. You will see the screen below:
    Installing Firewall Recover Tool
    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.
  6. Click Yes when asked to restart your computer.
    Need Reboot
    After restarting your computer, you will receive the notification below:
    Installation complete
  7. Continue installing your Trend Micro Titanium program.

 

STEP 6: Check for Malware

  1. Run Trend Micro HouseCall.
    This tool scans your PC for a wide range of Internet security threats that include viruses, worms, trojans, and spyware. For instructions, check this article: Scanning your computer using Housecall.
  2. Run the Trend Micro Rootkit Buster.
    Check this Knowledge Base article for instructions: Using the Trend Micro Rootkit Buster.
  3. Generate a HijackThis log.
    This is a free utility that quickly scans your Windows computer to find settings that may have been changed by spyware, malware, or other unwanted programs. HijackThis creates a report or log file with the results of the scan. For instructions, check this article: Generating Trend Micro HijackThis logs for malware analysis.
  4. Send the log file to Trend Micro Technical Support for verification.
    Note: If the log files are clean and the scan is still not working, uninstall, then reinstall your Trend Micro program.

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