Home and Home Office Forum

[stephenharvey]

I have TM Internet Security loaded on a desktop and a loptop in my office (version 17.1.1250) after the normal update this morning I had problems with both computers accessing the internet.  Using both FF and IE I could only log on to "secure" sties like my webmail and bank.  All other sites like yahoo, google and anyother website I tried the browsers behaved as if I was not connected.  Also Outlook would not connect to the 'net.  I spent all day scanning for various malware to no avail.  Finaly I turned off Internet Security and the computers worked fine.  I had not changed any settings to the Securty program in weeks.  I turned Internet Security back on and tried disabling each function one at a time to see if I could isolate the issue, think it would be the firewall, but even if I have everything turned off--all protection disabled--I still have the same issues.  If Internet Security is running i have connection problems, close the program and everything works fine.

Have there been other reports of this, after today/s updates?

Desktop is running Vista

Laptop is XP

I would appriacte feed back.  I have been using TM products for years and have been veary happy with them, but this is a rather big issue.

Thanks,

Stephen

[W4ABC]

A buddy of mine and I have been discussing the very same problem on the phone.  We're all in the same boat. 

I've got one XP box with the latest update that's working and one Vista machine (this one) with the latest update (virus scanning pattern Oct. 1, 2009 [6.495.50]) that's not connecting to the Internet or snagging POP3 mail.  I had to EXIT my Trend Micro Internet Security to get on the web to find your message.

It should be interesting to see how we're going to fix this problem since the program is preventing itself from updating - itself.

Trend Micro - you've got a problem.

Jon

[W4ABC]

http://esupport.trendmicro.com/consumer/srfstep1.aspx

I just opened a Support Case at Trend Micro.

Jon

[magnus1941]

Hi,

Same problem here.  One PC is OK other is not.  Different motherboards etc buit same operating system.

Magnus

[stephenharvey]

Let us know what they tell you.

I hate that I waisted a whole day on this, lots of billable time down the drain.

--Stephen

[soundman]

I had the same issue. Trend says they know about the problem and suggested the following temporary fix until they have a patch.

1. Open Trend Micro Program

2. Go to Other Settings TAB

3. Go to "Trend Micro Home Data Network or Trend Micro Smart Protection Network

4. Click on Settings

5. Uncheck 2 Boxes

6. Click OK

That seemed to at least let me connect to the internet.

For the record, this is the second time Trend's updates have caused me this grief (last time about 6 months ago). Last time I spent approx 6 hours IMing with support only to have to perform a complete uninstall and reinstallation of their software,,,I won't be renewing with Trend once my subscription is up.

Hope this helps!

[W4ABC]

Dear Jon,

This is Joan from Trend Micro Consumer Support.

I have reviewed your case and I understand that you are having a problem connecting to the internet when your Trend Micro Internet Security 2009 is enabled.

We are already aware of this issue and we already have a team investigating on it. Rest assured that we will keep you posted once an update is available.

As a temporary resolution for this issue, please follow the steps provided below:

1. Open Trend Micro Internet Security 2009 main console.
2. Click on Other Settings.
3. Click on Trend Micro Data Network.
4. Click on Settings.
5. Uncheck “World Virus Tracking & TrendCare Program”.
6. Click on Ok.
7. Close Trend Micro Internet Security 2009.

By doing the given instructions, you should be able to access the internet. However, if by chance the solution did not work, please reply back to this email and provide more information so that we can proceed with the next troubleshooting steps.

Note: We would appreciate a response from you within 24 to 48 hours from the date you receive this email. After the given time frame, your case will be presumed resolved and closed. You will also receive a feedback from us confirming the status of your case. Should you still have concerns regarding your issue, please simply reply to this email.

*To ensure timely response on your cases, please check your "spam" folders too. If this email is tagged as spam, please mark this message as "not spam" e-mail.

Warm regards,

Joan G. Balon
Consumer Support Team
Trendlabs HQ, Trend Micro Incorporated

[jadierking]

I was using the 2009 version, and had this problem.  The only site that I could get to was my work site.  I disabled TM and downloaded and installed the 2010 version, and the problem still exists.  It appears that you have renamed and maybe even moved some of the options, as I went to look for the Trend Micro Data Network that you spoke of in the previous post, and I can't find it.  I can't access any web site other than my work web portal.  PLEASE fix this ASAP!  The only way I can even get to any site is by completely disabling your software.  The update service from within your own software can't even access the internet.

EDIT:  I went ahead and tried what soundman posted above, and it worked!  THANKS soundman!  Now I guess we all need a fix to this problm.

EDIT #2:  It seems that as I was entering my last message my TM software began downloading an update.  I hope that this is the fix to the problem.  We'll see.

[W4ABC]

Of note:  When I follow the suggestion of Trend to uncheck “World Virus Tracking & TrendCare Program,” WWW browsing is restored but POP3 email sending and receiving is still an issue.

Jon Pearl - St. Petersburg