“The application has been updated but old version files have not been removed” error

If you receive the error message “the application has been updated but old version files have not been removed” when updating and installing a new application version:

1. Create an account on My Kaspersky and add your activation code to it. If you do not have the activation code, but the application has been activated with it, you can connect the application to My Kaspersky so that your license information is saved in your account. To learn how to connect your Kaspersky Lab product to My Kaspersky, see this guide. After you connect the application to My Kaspersky, the activation code will appear in the License Details window (Licensing → Details).
2. Download the new version of your application from the Kaspersky Lab website: Kaspersky Anti-Virus, Kaspersky Internet Security, Kaspersky Total Security, or Kaspersky Security Cloud.
3. Remove the existing version using the removal tool. For instructions, see this article.
4. Install the latest version of the application.
5. Activate the application with a valid activation code.

If you have any problems removing or installing the application, contact technical support:

• Through My Kaspersky, if you are using Kaspersky Internet Security, Kaspersky Anti-Virus, Kaspersky Total Security, Kaspersky Security Cloud. For instructions, see Online Help.
• Through Kaspersky Small Office Security Management Console, if you are using Kaspersky Small Office Security. For instructions, see Online Help.