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Cannot install Trend Micro as it says that Kaspersky Internet Agent is still installed.

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Last Modified: 2017-05-06
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. Image of the error.
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RaminTechnical Advisor
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Commented:
did you try agent remover ?
https://support.kaspersky.com/3456
Joseph HornseyDirector of IT & Infrastructure
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Commented:
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.
dovidfCEO

Commented:
Have you used Revo uninstaller?
OAC TechnologyProfessional Nerds

Author

Commented:
@Ramin Yes, already tried that and it returned 1.
@Joseph Manually installing Trend? Like from the msi?
RaminTechnical Advisor
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Commented:
try Kaspersky Security Center 10 Network agent removal tool, if available run it in safe mode.
https://support.kaspersky.com/13088
Joseph HornseyDirector of IT & Infrastructure
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Commented:
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.
OAC TechnologyProfessional Nerds

Author

Commented:
@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-MM-SS.log in any Temp folder. As this is a remote issue, I'm unable to connect with our software while that computer is in safe-mode.
dovidfCEO

Commented:
It probably makes sense to contact Trend Micro at this point. They probably have experience dealing with this issue.
OAC TechnologyProfessional Nerds

Author

Commented:
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.
Sudeep SharmaTechnical Designer
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Commented:
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
OAC TechnologyProfessional Nerds

Author

Commented:
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
Sudeep SharmaTechnical Designer
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OAC TechnologyProfessional Nerds

Author

Commented:
Hello Sudeep,

I got the log files from the windows installer. I'll add it here.
MSI3f165.LOG
RaminTechnical Advisor
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Commented:
do you have any registry cleaner tools? , it can be a registry entries.
OAC TechnologyProfessional Nerds

Author

Commented:
Any ideas from the log files? Anyone?
RaminTechnical Advisor
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Commented:
I would try to install kaspersky security center network agent 10, and then try to uninstall it.
Sudeep SharmaTechnical Designer
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Commented:
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
OAC TechnologyProfessional Nerds

Author

Commented:
I will try both of your answers. Thanks.
OAC TechnologyProfessional Nerds

Author

Commented:
Neither worked.
RaminTechnical Advisor
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Commented:
Sudeep SharmaTechnical Designer
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Commented:
Would you be able to provide the ARN file of your system using Autoruns?

Sudeep
Dmitri FarafontovDevOps Engineer
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Commented:
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
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OAC TechnologyProfessional Nerds

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Commented:
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