Laurel,
   Most likely the installer that was used to put Verizon Access Manager on
your computer was not executed on the computer itself.  The installer could
have been executed off a CD, USB key, or network drive just as examples.  If
you have the original installer, (from whatever source) you could then
probably start the update and then point to the old installer (possibly by
browse button) so the program will uninstall the old version.  I have seen a
few manufacturers do this kind of thing.  It leads to problems since the
install information and files are not stored with the actual program
installation.  If you don't have the original installer, then it would be
time to call Verizon support.  They might have to talk you through manually
removing the software.

hope that helps,
Derek

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