When you install the Trend Micro Security for Mac (TMSM) Plug-in, the following error shows:
Error: An error in the Plug-in Service program occurred. Unable to upgrade the Trend Micro Security (for Mac) server. The product's database cannot be reinstalled. Contact your support provider for help in resolving this issue.
The issue is caused by the following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{AA096B41-7254-4F59-9672-4BB31C3A6570}
When this key is present, the installation seems to be doing a reinstall or upgrade instead of a fresh installation.
Upon checking the TMSM_PreInstall.log, it shows log snippets similar below:
[5-26-2014 09:23:40][DebugLevel-Info]---Prepare to insatll TMSM (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 889)
[5-26-2014 09:23:40][DebugLevel-Info]---Loading dlls.... (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 896)
[5-26-2014 09:23:40][DebugLevel-Info]---Start loading dll from C:\Windows\TEMP\{7E62045F-C449-4379-AE93-BC5D8EBEA2EC}\{585D1C07-4D36-4465-AE4A-FA83DDA71948}\TMSMSQLSetupUtility.dll
(D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 898)
[5-26-2014 09:23:41][DebugLevel-Info]---this is 64-bit platform, should be installed 64-bit JRE. (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 752)
[5-26-2014 09:23:41][DebugLevel-Info]---JRE meets requirment, skip JRE installation (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 768)
[5-26-2014 09:23:41][DebugLevel-Info]---Check password existance. (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 720)
[5-26-2014 09:23:41][DebugLevel-Info]---Check TMSM application existance. (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 734)
[5-26-2014 09:23:41][DebugLevel-Info]---Don't need to install VC2005Redistibution for CM (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 488)
[5-26-2014 09:23:41][DebugLevel-Info]---Don't need to install VC2005Redistibution (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 502)
[5-26-2014 09:23:43][DebugLevel-Info]---[ReinstallDB] Start to reinstall db (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 861)
[5-26-2014 09:23:43][DebugLevel-Info]---[ReinstallDB] Calling TMSMSQLSetupUtility.DecryptPassword (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 863)
[5-26-2014 09:23:43][DebugLevel-Error]---[ReinstallDB] DecryptPassword failure. (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 867)
[5-26-2014 09:23:43][DebugLevel-Info]---[ReinstallDB] updgarde DB schema. (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 875)
[5-26-2014 09:23:43][DebugLevel-Info]---Calling SetupUtility.InstallDatabase to upgrade db_tmsm. (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 654)
[5-26-2014 09:23:43][DebugLevel-Error]---[ReinstallDB] Installing database failed (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 879)
[5-26-2014 09:23:43][DebugLevel-Error]---[Update] Cannot reinstall DB (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 220)
[5-26-2014 09:23:43][DebugLevel-Info]---Unloading dlls.... (D:\Repack\installshield\TMSforMacintosh\Script Files\Setup.Rul, 914)
To resolve this issue:
- Open the Windows services snap-in.
- Stop all SQL services (if applicable).
- Open the Registry Editor.
Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
- Look for the following key:
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{AA096B41-7254-4F59-9672-4BB31C3A6570}
- Delete the following:
{AA096B41-7254-4F59-9672-4BB31C3A6570}
- Run the installation again. The installation should be successful.
