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Trend Micro WFBS installation fails because of previous Symantec Endpoint Protection cloud product


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Description of the Problem

You are switching antivirus/endpoint products. Your old product is Symentec Endpoint Protection Small Business Edition cloud. Your new product is Trend Micro Worry-Free Business Services. The Trend Micro installer detects a previous product and attempts to remove it, but cannot, so the installation fails. You have checked under "Programs and Features" or "Add/Remove Programs" in the Windows control panel and do not see your Symantec product in the list of installed programs.

You may have even tried running tools such as the Symantec Removal Tool or Cleanwipe, but even after running them, the Trend Micro installer still detects a previous Symantec product that it cannot uninstall.

The Symantec/Broadcom knowlege base has a long article detailing how to perform a complete uninstall of SEP SBE cloud. Following all of the steps it recommends may seem time-consuming, intimidating, and/or overbroad. You are looking for a simple, yet effective fix that will allow your Trend Micro installation to succeed.

Solution

First, be sure that you have removed all Symantec endpoint programs from your "Programs and Features" or "Add/Remove Programs" list in your Windows control panel.

Next, open Regedit.exe and find the following registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Symantec Hosted Services ARP

Select this key and delete it. Your Trend Micro WFBS installation should now succeed.

David Carson
Posted on September 9, 2020
© Copyright Kinetic Computer Services

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This tip is a free service of Kinetic Computer Services - professional network consultants serving the Houston area since 1998.

Reproduction of this document without the author's consent is prohibited.


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