mligor's profile
Neophyte

Neophyte

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3 Messages

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142 Points

Wednesday, February 13th, 2019 10:44 AM

Closed

Resolved

Unable to download an update (mac) - Proxy with Authentication

my Trand Micro Antivirus 2019 (mac) is not able to download any new updates.

When manually started it shows the error: 

U
nable to download an update

Could not connect to the update server. Check the network connection and try again.

--
This happens only when I'm using Mac in company network where Proxy with authentication is required.


Brand User

Legend

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703 Messages

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11.4K Points

5 years ago

Hi mligor,

We're sorry to hear of your experience.

Please try the solution from this page: "Unable to download an update - Could not connect to the update server" error message appears when updating Antivirus for Mac

Let us know how it goes.

Regards,
Pat

Neophyte

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3 Messages

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142 Points

5 years ago

Hi Pat,

unfortunately it doesn't.  Hotfix installer failed


As info: I have macOS Mojave - 10.14.2 (18C54)
 

Prodigy

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206 Messages

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3.6K Points

Hi mligor,

May we know what kind of proxy are you using?

Examples:
• Automatic Proxy Configuration (PAC proxy)
• Web Proxy (HTTP)
• Secure Web Proxy (HTTPS)
 
Regards,
Joemar

Neophyte

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3 Messages

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142 Points

I'm using Automatic Proxy Configuration - and it doesn't work.

Anyway when I switched to the Web Proxy and Secure Web Proxy and entered proxy username/password in MacOS configuration everything started to work as expected.

Problem is probably that Trend Micro doesn't know that proxy authentication is required when I use PAC proxy. Usually PAC is made to be as part of Windows Domain network and as my macOS is not in the domain I got popup from other applications to enter username + password for it.

Anyway, my problem is solved, but it would be good to make some extra option in Trend Micro for proxy settings or to detect that proxy authentication is required and ask user for username and password. 
Brand User

Trend Security Expert

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844 Messages

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33.8K Points

5 years ago

Hello mligor,

Thank you for the updates. I'm will forward your feedback to our Product Research Team, we will definitely consider this on our next version.

Have a good day.

Regards,
Kree

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