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Troubleshooting guide for client/agent manual uninstallation issues in OfficeScan

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • N/A N/A
    • Windows 10
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Enterprise Server
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2003 Standard Server Edition
    • Windows 2008 32-Bit
    • Windows 2008 64-Bit
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Enterprise Server
    • Windows 2008 Server Core
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Standard Server Edition
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2012 Datacenter
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Server R2
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
    • Windows 2016 Server Core
    • Windows 2016 Server Datacenter
    • Windows 2016 Server Standard
    • Windows 7 32-Bit
    • Windows 7 64-Bit
    • Windows 8 32-Bit
    • Windows 8 64-bit
    • Windows 8.1 32-Bit
    • Windows 8.1 64-Bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

When uninstalling the OfficeScan clients/agents using the default Microsoft Add/Remove Program utility, you may encounter issues and the following error messages:

Case A

"An error occurred while trying to remove Trend Micro OfficeScan Client. It may have already been uninstalled. Would you like to remove Trend Micro OfficeScan Client from the Add or Remove programs list?"

Case B

"Unable to launch uninstallation program. Uninstallation aborted"

Case C

"Unable to get uninstallation information (GUID). Uninstallation aborted"

Details
Public

Depending on the error message, do any of the following:

Case A

"An error occurred while trying to remove Trend Micro OfficeScan Client. It may have already been uninstalled. Would you like to remove Trend Micro OfficeScan Client from the Add or Remove programs list?"

If you encounter this error message, it means that Windows failed to find the OfficeScan client/agent uninstallation program (ntrmv.exe).

Please check if the following registry value is configured correctly. "UninstallString" refers to the full file path for ntrmv.exe.

 
Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.

Key : HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\OfficeScanNT
Name : UninstallString
Type : REG_SZ
Data :  "C:\Program Files\Trend Micro\OfficeScan Client\ntrmv.exe"

For a 64-bit computer:

Key : HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\OfficeScanNT
Name : UninstallString
Type : REG_SZ
Data : "C:\Program Files (x86)\Trend Micro\OfficeScan Client\ntrmv.exe"

If you still encounter this issue, please check if ntrmv.exe exists in your OfficeScan client/agent installation folder.

Case B

"Unable to launch uninstallation program. Uninstallation aborted"

If you encounter this error message, it means that the uninstallation program, ntrmv.exe, was copied to the following folder and then executed.

%userprofile%\Local Settings\Temp\

You will receive the error message when the file copy action fails.

Make sure that your log on user has WRITE privilege to the %userprofile%\Local Settings\Temp\ folder.

If you still encounter this issue, try to delete all the files in the \Temp\ folder and try to uninstall the client/agent again.

Case C

"Unable to get uninstallation information (GUID). Uninstallation aborted"

Receiving this error message means that the OfficeScan client/agent uninstallation program, ntrmv.exe, failed to check the uninstallation information.

You will encounter this message when the following registry does not exist:

 
Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.

Key : HKLM\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion
Name : Database Path (REG_SZ) or GUID (REG_SZ), Server (REG_SZ), ServerPort (REG_DWORD)

For a 64-bit computer:

Key : HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion
Name : Database Path (REG_SZ) or GUID (REG_SZ), Server (REG_SZ), ServerPort (REG_DWORD)

Premium
Internal
Rating:
Category:
Troubleshoot; Uninstall
Solution Id:
1056887
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