Cannot install Trend Micro as it says that Kaspersky Internet Agent is still installed.
We're trying to install Trend Micro on a clients computer and Kaspersky has something somewhere that's triggering Trend into failing the installation. Here are the things we've tried, but the issue is still happening.
-Add/Remove Programs shows no Kaspersky Installed
-Searched Registry for anything "Kaspersky" and removed all keys
-Ran multiple "Removal Tools" from the Kaspersky community
The error Trend gets is attached.
-Add/Remove Programs shows no Kaspersky Installed
-Searched Registry for anything "Kaspersky" and removed all keys
-Ran multiple "Removal Tools" from the Kaspersky community
The error Trend gets is attached.
Last Comment
Yeah, this stuff will drive you crazy.
The next thing I'd try would be to log onto that machine and do a manual install instead of an automated one. Generally, doing that will take care of the problem.
The next thing I'd try would be to log onto that machine and do a manual install instead of an automated one. Generally, doing that will take care of the problem.
Have you used Revo uninstaller?
ASKER
@Ramin Yes, already tried that and it returned 1.
@Joseph Manually installing Trend? Like from the msi?
@Joseph Manually installing Trend? Like from the msi?
try Kaspersky Security Center 10 Network agent removal tool, if available run it in safe mode.
https://support.kaspersky.com/13088
https://support.kaspersky.com/13088
Pretty much.
We use ESET for our anti-virus and if we need to do something manually, it's a matter of getting the installation package off our server and using that to do the manual install. The installation package from our server contains all of our default settings including configuring the client to connect to our server for updates, etc.
For Trend, I'm sure it's a similar process if you have your own server. If it's a hosted solution, it'll probably be a little different, but the same general idea.
We use ESET for our anti-virus and if we need to do something manually, it's a matter of getting the installation package off our server and using that to do the manual install. The installation package from our server contains all of our default settings including configuring the client to connect to our server for updates, etc.
For Trend, I'm sure it's a similar process if you have your own server. If it's a hosted solution, it'll probably be a little different, but the same general idea.
ASKER
@dovidf I used CCleaner's uninstaller to cleanup the remnants left by the Windows Uninstaller. I just tried Revo and Kaspersky doesn't show up anywhere.
@Ramin I've tried using the tool you linked, but no commands are returned and nothing seems to happen. Additionally, I don't see ak_cleaner-YYYY-MM-DD-HH-M
@Ramin I've tried using the tool you linked, but no commands are returned and nothing seems to happen. Additionally, I don't see ak_cleaner-YYYY-MM-DD-HH-M
It probably makes sense to contact Trend Micro at this point. They probably have experience dealing with this issue.
ASKER
After trying to run the manual install, the first thing we see when launching it is "An error has stopped the Trend Micro Security Agent from installing. No changes have been made to this computer. Please try running the installer again later." We may just have to reach out to Trend.
Could you please clear the TEMP and user TEMP area then try to install and if it fails (most likely) paste the logs files from the TEMP and User Temp?
Logs would most likely would point to the package/file/registry which is detecting Kaspersky agent on the system.
Another option would be using Process Monitor and checking what all areas (File/Registry) Trend Micro access while installing the software, but it would be overkill, unless log files point us to the problematic registry keys or files.
Process Monitor:
https://technet.microsoft.com/en-us/sysinternals/processmonitor.aspx
Thanks.
Sudeep
Logs would most likely would point to the package/file/registry which is detecting Kaspersky agent on the system.
Another option would be using Process Monitor and checking what all areas (File/Registry) Trend Micro access while installing the software, but it would be overkill, unless log files point us to the problematic registry keys or files.
Process Monitor:
https://technet.microsoft.com/en-us/sysinternals/processmonitor.aspx
Thanks.
Sudeep
ASKER
Great Idea Sudeep, I did just that. I've attached the output files from the Trend install to this comment. The installer also output a 300 MB file that is too big to put on here, but I skimmed through these log files and can see that it mentions by name Kaspersky.
RestartManager.log
wofie_msi.log
wofie_msi.log
RestartManager.log
wofie_msi.log
wofie_msi.log
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ASKER
do you have any registry cleaner tools? , it can be a registry entries.
ASKER
Any ideas from the log files? Anyone?
I would try to install kaspersky security center network agent 10, and then try to uninstall it.
Open the device manager, (Windows+Run, type devmgmt.msc and press enter).
Click on View and select "Show Hidden Devicess". After that do you see any device which has Exclamation Mark (Yellow mark) against it?
If found, right click it and select uninstall. Most likely you have some files or drivers left which are not removed.
Further, use Autoruns from Microsoft sysinternal tools and see what remnant drivers or files you could find related to Kaspersky.
Info:
https://technet.microsoft.com/en-us/sysinternals/bb963902.aspx
Download:
https://download.sysinternals.com/files/Autoruns.zip
Thanks,
Sudeep
Click on View and select "Show Hidden Devicess". After that do you see any device which has Exclamation Mark (Yellow mark) against it?
If found, right click it and select uninstall. Most likely you have some files or drivers left which are not removed.
Further, use Autoruns from Microsoft sysinternal tools and see what remnant drivers or files you could find related to Kaspersky.
Info:
https://technet.microsoft.com/en-us/sysinternals/bb963902.aspx
Download:
https://download.sysinternals.com/files/Autoruns.zip
Thanks,
Sudeep
ASKER
I will try both of your answers. Thanks.
ASKER
Neither worked.
Download the tools mentioned in this link from Microsoft and run it,
https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed
https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed
Would you be able to provide the ARN file of your system using Autoruns?
Sudeep
Sudeep
Why not simply use a native Kaspersky Removal tool to remove the NetAgent:
https://support.kaspersky.com/common/service.aspx?el=1464#block2
Please click on "Additional information for business products"
If still no go try to use Cleaner from Kaspersky which had been designed for force removal:
https://support.kaspersky.com/13088
https://support.kaspersky.com/common/service.aspx?el=1464#block2
Please click on "Additional information for business products"
If still no go try to use Cleaner from Kaspersky which had been designed for force removal:
https://support.kaspersky.com/13088
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