First verify whether 3rd-party antivirus programs are included in the list of competitor products that Apex One can automatically remove: List of competitor products that OfficeScan can automatically remove.

You can also verify from the tmuninst.ptn and tmuninst_as.ptn files under \PCCSRV\Admin. Open these files using a text editor such as Notepad.

You can also verify it from a certain patch or hot fix installer. For example:

1. Right-click and extract the hot fix installer (e.g. apex_one_2019_win_en_hfbnnnn.u.exe).

   

2. Look for the tmuninst.ptn file and open it using a text editor such as Notepad.

   

If the 3rd-party software is confirmed in the lists that can be detected and uninstalled, ensure that you run the updated installer (e.g. as MSI) as follows:

1. In the affected machine, right-click CMD.
2. Select "Run as administrator".
3. Type "cd" with your MSI installer Location path.
4. Type your MSI installer’s name.
5. Press Enter and wait until finished.

If it works but you need to apply it on mass deployment, you may deploy it via SCCM or GPO. This should be done by the your System Administrator.

Depending on the uninstallation process of the software, the endpoint may or may not need to restart after uninstallation.

If automatic agent migration is successful but a user encounters problems with the Security Agent right after installation, restart the endpoint.

If the Apex One installation program proceeded to install the Security Agent but was unable to uninstall the other security software, there will be conflicts between the two software. To resolve the issue, uninstall both software and then install the Security Agent using any of the installation methods discussed in the Deployment Considerations document.

If the 3rd-party software on the target computer cannot be found in the list, Trend Micro Technical Support can assist you to include it in the Apex One agent installer by coordinating with our DEV Team to detect these antivirus programs.

Before contacting Trend Micro Technical Support, prepare the following information for further checking:

• What is the version and build number of the Apex One Server?
• What is the version and build number of the 3rd party AV to be removed?
• What type of Security Agent installation method will the customer use?
• What is the client machine's operating system?
• Kindly provide the copy and installation guide of the 3rd party installer [32 and 64 bit].
• In the computer that 3rd party AV installed, kindly provide the following:
  • Screenshot of the "Program and Features".
  • Screenshot of the "About" status from 3rd party AV icon.
  • Kindly export and send to us the Registry entries from this path:
    1. Go to HKEY_LOCAL_MACHINE\Software\....

       [32-Bit] = Microsoft\Windows\CurrentVersion\Uninstall\
       [64-Bit] = Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\

    2. Proceed depending on the outcome:
       • If the installer can no longer be retrieved, you can uninstall the 3rd-party software using Add/Remove Programs in the Control Panel.
       • If you encounter any problems uninstalling the 3rd-party software, you need to contact the vendor of the 3rd-party software.

If you want to prevent Apex One from uninstalling 3rd-party security products during agent installation, you may refer to following article: Preventing Apex One from uninstalling 3rd-party security products during agent installation.