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Need GeekHelp - Cannot uninstall program

post #1 of 8
3/17/08 at 3:03pm
Thread Starter 
I have a new laptop that was shipped with an internet security system installed that is conflicting with Vista (the program is Trend Micro PC-cillin Internet Security). With this installed, Vista does not shut down, sleep, or hibernate properly.

I've given up trying to fix it with an update or patch - I've jumped through several hoops and I'm getting tired of it - so I'd be totally satisfied if I could just uninstall it.

Easy solution, right? Not so fast. Every time I try to uninstall the software, it hangs up the screen almost immediately. I've tried using the programs uninstaller and also using control panel.

I've done system restore to revert to an earlier configuration with no luck.

I've contacted Trend for support via email, but I'm not optimistic. I figure my best shot is my peeps at HTF.

I'm wide open to suggestions.

Thanks in advance,

Jon
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post #2 of 8
3/17/08 at 3:47pm

Re: Need GeekHelp - Cannot uninstall program

Congrats on the new PC. How are you sure it is the virus that is causing it not to sleep?

A common problem with laptos is in the power settings. If the power plan setting is 'High Performance' some laptops wont sleep. if you set it to balanced or powersave it may fix the prob.

Uninstalling virus software can be a daunting tax - they often run deep into your system files. Trend micro seems to be particularly buggy. See these;
Trend Micro: Remove All These Other Security Products - Windows BBS
Trend Micro PC-cillin Internet Security 2007 Search Result reviews - CNET Reviews

Here are directions direct from TM;
Uninstalling Trend Micro PC-cillin Internet Security 2007 [EN-1033129]

Suspiciously naive in their simplicity...

My bet is that you'll have to use the system disk that came with your laptop to do a clean install. The good news is that it'll wipe out alot of other junk when you do it.


Make sure that you do install some sort of virus/firewall protection. I get FSecure for free and have been pleased with it. Maybe your isp has something... THere are some good reviews out there on other protection software worth looking at...
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post #3 of 8
3/17/08 at 8:49pm
Thread Starter 

Re: Need GeekHelp - Cannot uninstall program

Thanks, Eric.

Quote:
How are you sure it is the virus that is causing it not to sleep?


With each re-boot, I get the message: "Windows has recovered from an unexpected shutdown - Windows can check online for a solution to the problem."

When I search for a solution, it brings me to: "This problem was caused by a compatibility issue between Windows Vista and PC-cillin Internet Security." It then directs me to the Trend Micro website, downloads page, for a solution. Nothing is clearly labeled, though, to fix this problem.

Quote:
A common problem with laptos is in the power settings.

My power settings are set to "Dell Recommended", which equally balances battery life and performance.

Of the three links provided, the first two contain no useful information. I'll try following the directions on uninstalling (the third link) and check back in.

EDIT: I tried uninstalling using the PCCTool file (the only method I'd not previously tried). Everything went fine until I clicked "Uninstall"; since then, I have the small Vista circle going round 'n round for the past ten minutes. Not looking too promising.
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post #4 of 8
3/18/08 at 2:54pm

Re: Need GeekHelp - Cannot uninstall program

Where did you get the laptop from? Maybe you could RMA it?

I think that a clean reinstall of Vista (or XP) may be in your future.

I am having a similar annoyance and am looking at buying an Apple. Maybe you could get a refund and join me?
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post #5 of 8
3/24/08 at 5:17pm

Re: Need GeekHelp - Cannot uninstall program

You might consider just going to TrendMicro's site and reinstalling the provided software. (or pulling ot off of your reinstallation disc) I'm sure the drive on your laptop was just imaged by the manufacturer and it isn't at all uncommon for a file to become corrupt in the process.

I also agree with the above poster's opinion of returning the laptop for exchange or refund if it is brand new. If it came from somebody like Newegg or TigerDirect (or any reputable seller) it shouldn't be a problem at all.
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post #6 of 8
3/24/08 at 5:28pm

Re: Need GeekHelp - Cannot uninstall program

Did they put the Vista program on a partition on your HD that you can reinstall Vista from or do you have the CD? Like others have suggested a would just reinstall Vista and you should have an option to not install the virus protection program in the first place.

Another little program that I use is Crap Cleaner which allows you to uninstall programs and then clean up your registry too. You might want to give that a shot.

The other idea of just returning the laptop for a new one sounds like the best way to go in the end.

Parker
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post #7 of 8
3/27/08 at 4:17pm
Thread Starter 

Re: Need GeekHelp - Cannot uninstall program

UPDATE:

I received a helpful (and fairly quick) reply from Trend on how to uninstall the program. Before I got around to do it, though, the computer started behaving, so I've left it installed (for now).

It's a Dell, by the way.

I appreciate the suggestions, and I like the looks of the Crap Cleaner.

Jon

Edit: Parker, I never realized you're in KC. I just returned from there yesterday. Attended a conference near the Country Club Plaza, dined at Figlio and M&S Grill. Very nice town.
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post #8 of 8
3/29/08 at 2:14am

Re: Need GeekHelp - Cannot uninstall program

Yep. Been in KC for about 22 years now. I like the Plaza for its laid back atmosphere and great food. Great to walk through on a Sunday morning and have brunch.

If you are in the area again anytime soon head out to Overland Park, KS. They have great food and some of the best electronics B&M stores in the country.
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