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M
muzanab
250 Points
Neophyte

Neophyte

 • 

10 Messages

 • 

310 Points

Friday, May 14th, 2021 12:59 PM

Closed

Resolved

facebook not opening

i cant open my facebook on my mac after installing trend micro. all other links in google chrome is working, only facebook show site cannot be reached

Problem

 • 

Updated 

3 years ago

 • Edited

239

3

0

Brand User
tm_rochelle

Trend Security Expert

 • 

764 Messages

 • 

13.6K Points

3 years ago

Hi, Muzanab

 

I'm sorry to hear of your experience. This is not the usual behavior of the program. To further check this, may we ask for the following information below? 

 

1. Operating System of your computer

2. Exact Error message if any
3. Screenshots of the error

 

How to take a screenshot to send to Trend Micro Technical Support

 

Trend Micro is compatible with Facebook. To verify if Trend Micro is the one causing the issue, please try to disable Trend Micro by following the steps provided on the link below:

 

How to turn ON/OFF Trend Micro Antivirus for Mac

 

Awaiting for your response

 

- TM_Rochelle

3

0

muzanab

Neophyte

 • 

10 Messages

 • 

310 Points

@rochellemae_bautista my Os is MacOs Catalina, the exact message is

This site can’t be reachedwww.facebook.com took too long to respond.

Try:

Checking the connection

Checking the proxy and the firewall

ERR_TIMED_OUT

my net is perfect and other website open without issues.

3 years ago

0

Brand User
tm_cathy

 Superstar

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579 Messages

 • 

9.4K Points

Thank you for your response, muzanab.

 

Is it the same when Trend Micro is turned off?

 

Here are the steps you can try:

Clear Browsing History

  •  On your computer, open Chrome.
  • At the top right, click More More > More tools > Clear browsing data.
  • Choose a time range, All time.
  • Under the Basic tab, select all.
  • Click Clear data.

 

Flush DNS Cache

  • Open Terminal (Application › Utilities › Terminal or click Go > Utilities > Terminal)
  • Type sudo killall -HUP mDNSResponder and press Enter to run the command.
  • Enter your password (it might not appear on the screen as you type).
  • Press Enter. Close the Terminal.

Image

 

Let us know how it goes.

 

- TM_cathy

3 years ago

0

muzanab

Neophyte

 • 

10 Messages

 • 

310 Points

Dear TM_cathy

I tried turning off trend micro, follow the steps as explained but nothing works.

still facebook cant open in my google chrome browser or even in safari

3 years ago

0

Brand User
tm_karr

Prodigy

 • 

231 Messages

 • 

4.4K Points

3 years ago

Thank you for your response, muzanab

Can you please try to check the level of your Web threat Protection

Here is how to: How to use Web Threat Protection (Antivirus for Mac)

also to further check kindly check the Privacy Scanner on your browsers 

Here is how to: How to set up Privacy Scanner in Antivirus for Mac

Regards, 
TM_Kar

6

0

muzanab

Neophyte

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10 Messages

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310 Points

@saccharine_ching  thank you for your reply

i tried web threat protection but it had no issues,

on the contrary privacy scanner seems not to be working, i cannot access it. i added the trend micro toolbar in chrome but it doesnt work. initially this toolbar was not available.

3 years ago

0

muzanab

Neophyte

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10 Messages

 • 

310 Points

i am not able to send u screen shots i dont know why,it is takng long time to upload a image here

3 years ago

0

Brand User
tm_rochelle

Trend Security Expert

 • 

764 Messages

 • 

13.6K Points

Thank you for your response, muzanab

 

Since the issue still persists. Please try to reinstall the Trend Micro program. You may follow the steps provided on the link below:

 

Here's how to uninstall:

How to uninstall Antivirus for Mac

 

Here's the guide on how to install Trend Micro Antivirus for Mac:

How to install Antivirus for Mac

 

Let us know how it goes. Awaiting for your response.

 

- TM_Rochelle

3 years ago

0

muzanab

Neophyte

 • 

10 Messages

 • 

310 Points

Dear Rochelle

thank you. i did Uninstall and reinstall. i got the toolbar working now. and could open social network privacy. twitter and linkedin could be accessed but facebook not at all. and facebook does not at all open even now.

please suggest

3 years ago

0

Brand User
tm_cathy

 Superstar

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579 Messages

 • 

9.4K Points

Hi, muzanab!

 

Are you still getting the error message when Trend Micro is turned off? Does it only happen on the Facebook page? Please try to enable incognito mode and check if it is the same. 

  1. On your computer, open Chrome.
  2. At the top right, click More More and then New Incognito Window.
  3. A new window appears. In the top corner, check for the Incognito icon Incognito.

If it is still the same, please try to reinstall your chrome. You may also try to reset your router and check if the issue still persists.

 

Let us know how it goes.

 

- TM_Cathy

3 years ago

0

Brand User
tm_angelo

 Superstar

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445 Messages

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8.6K Points

3 years ago

Hi muzanab,

 

Is it okay if we try to isolate the problem, we will first need to disable the Trend Micro software then see if the issue will persist.

 

Kindly follow the instructions below on how to disable the software. There will be an instruction there as well to enable it, after disabling the software kindly try if facebook will now load.

 

How to turn ON/OFF Trend Micro Antivirus for Mac

 

Awaiting for your response.

 

-TM_Angelo

2

0

muzanab

Neophyte

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10 Messages

 • 

310 Points

@angelo_audrey_dizon hello tried, but still facebook doesnt work

3 years ago

0

Brand User
tm_angelo

 Superstar

 • 

445 Messages

 • 

8.6K Points

Hi muzanab,

 

An ERR_CONNECTION_TIMED_OUT error typically means there is something wrong with your local network connection.

 

Can you try to restart your router and flush your DNS after by following the steps in the thread above?

 

Hope this helps!

 

-TM_Angelo

3 years ago

0

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