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 Do you want to signoff PCSOFT or just change to Digest mode - visit our web site: http://freepctech.com/pcbuild.shtml