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Upon checking the TMSM_PreInstall.log, it shows similar lines to the snippet below:

> TMSM_PreInstall.log Snippet

[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)

Based from the TMSM_PreInstall.log, the issue happens because either of the following registry key is present:

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{C340BAB2-9A21-41B9-A465-7AC7B1DF773E}

When the registry key is present, the installation process will be considered as a reinstall or upgrade, instead of a fresh installation.

To resolve this issue:

  1. Open the Windows services snap-in.
  2. Stop all SQL services (if applicable).
  3. Open the Registry Editor.
     
    Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
     
  4. Navigate to the following registry hive:
    • For TMSM: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\
    • For Apex One (Mac): HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\
  5. Look for and delete either of the following registry keys:
    {C340BAB2-9A21-41B9-A465-7AC7B1DF773E}
  6. Run the installation again. The installation should be successful.
Keywords: Unable to upgrade,Installing database failed,Unable to upgrade the Trend Micro Security (for Mac) server. The product's database cannot be reinstalled,Unable to upgrade the Trend Micro Security (for Mac) server,The product's database cannot be reinstalled