Maximum Security program update removes Trend but doesn't install new version

Hi,

We have staff using their computers as users, not administrators (as is good practice for security). They have Trend Maximum Security on theri PCs. In the last week or so it has been popping up prompts to install a new program version. If the user accepts the prompt, it removes Trend Max Security but does not install the updated version or prompt for anything else.
We had this once before, and I only noticed in doing something else that some users appeared to have no active Trend installation when I knew they were licensed.
This seems like quite a serious problem. Shouldn't it at least prompt for administrator permissions before just removing the software on a standard user account?
If there is something we need to do with the configuration to stop this happening, I'd be grateful to know what that is.

Thanks

Hello,

Please try this troubleshooting steps:
 

• Press the Windows key + R to open the Run dialog.
• Type supporttool.exe and click OK.
• When prompted by the User Account Control, click Yes.
• In the Trend Micro Diagnostic Toolkit, navigate to the (C) Uninstall tab.
• Click 5. Stop all components and wait for the Trend Micro icon in the taskbar to disappear (this may take 10-30 seconds).
• Then click 4. Start all components to restart them.
• Try opening the Trend Micro program again.