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During an upgrade, some Endpoint Encryption agents require first manually uninstalling the old Endpoint Encryption agent software. If the Endpoint Encryption agent software is malfunctioning in some way, uninstalling and reinstalling the Endpoint Encryption agent software may solve the problem.

To uninstall Endpoint Encryption agents, the user account must have uninstallation rights within the group or policy that the Endpoint Encryption devices are registered to and have local administrator rights.

Tip:

Any User or Group Authenticator can run the uninstaller in Windows if the policy Full Disk Encryption > Agent > Allow User to Uninstall = Yes.

  1. From Windows, go to C:\Program Files\Trend Micro\Full Disk Encryption and run TMFDEUninstall.exe.
    Note:

    If prompted by User Account Control, click Yes.

    The Full Disk Encryption Uninstall window opens.

  2. Click Next.

    Full Disk Encryption begins to uninstall.

  3. Click OK to confirm hard drive decryption.

    To view decryption status, open Full Disk Encryption from the system tray.

    Warning:

    Do not shut down or restart the endpoint or put the endpoint to sleep, as these actions may interrupt the decryption process. If decryption is interrupted, some data may become corrupted.

  4. When decryption completes, click OK.
  5. Run TMFDEUninstall.exe again to complete uninstallation.
  6. Restart the endpoint.

    The device record is not automatically removed and must be manually removed from PolicyServer.

Parent topic: Manually Uninstalling Endpoint Encryption Agents