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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 where there is... :

  • a conflicting third-party security software
  • a corrupted update file or program component
  • a 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.

Uninstall conflicting software

Having third-party security software or older Trend Micro programs installed on your computer may lead to installation and performance issues.

  1. On your keyboard, press the Windows Windows logo + R keys to open the Run command.
  2. On the Open, type appwiz.cpl, then press ENTER. The Programs and Features window should open.
  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.
  5. Try updating your Trend Micro Security program again.
Delete the corrupted update file
  1. Open the Trend Micro Diagnostic Toolkit:
    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 press ENTER.

      Opening Diagnostic Toolkit

  2. Click (C) Uninstall tab.
  3. Click 2. Delete Now. This will delete the security update files from your computer.

    Deleting Security Update files

  4. Click Close.
  5. Try updating your Trend Micro Security program again.
Reinstall Trend Micro Security

To reinstall your program, refer to this Knowledge Base article:
How to reinstall the latest version of Trend Micro Security program.

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Error: Unable to install the update (Trend Micro Security for Windows)

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 where there is... :

  • a conflicting third-party security software
  • a corrupted update file or program component
  • a 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.

Uninstall conflicting software

Having third-party security software or older Trend Micro programs installed on your computer may lead to installation and performance issues.

  1. On your keyboard, press the Windows Windows logo + R keys to open the Run command.
  2. On the Open, type appwiz.cpl, then press ENTER. The Programs and Features window should open.
  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.
  5. Try updating your Trend Micro Security program again.
Delete the corrupted update file
  1. Open the Trend Micro Diagnostic Toolkit:
    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 press ENTER.

      Opening Diagnostic Toolkit

  2. Click (C) Uninstall tab.
  3. Click 2. Delete Now. This will delete the security update files from your computer.

    Deleting Security Update files

  4. Click Close.
  5. Try updating your Trend Micro Security program again.
Reinstall Trend Micro Security

To reinstall your program, refer to this Knowledge Base article:
How to reinstall the latest version of Trend Micro Security program.


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