G
Neophyte

Neophyte

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5 Messages

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190 Points

Friday, April 26th, 2024 1:52 AM

Trend Micro VPN blocking apps

Two days ago my Trend Micro VPN started blocking access to all apps while on 5G/4G mobile connection. Works fine with all apps on Wi-Fi. Have been through all settings, reset some, tried different scenarios, all have failed. Trend Micro version 11.2.1070, iOS 17.4.1

Brand User

Trend Security Expert

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25 Messages

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550 Points

3 months ago

Hi @guyebromley,

We are currently investigating this issue and will need the following information so that we can further check about this. Please provide the following:

  1. iPhone/iPad Model:
  2. Affected Network Mode: (Wifi or Mobile Data)
    • ISP (Telstra, Optus, AT&T, Verizon)
    • Mobile Service Provider (Telstra, Optus, Vodafone)

Thank you very much!

 

Neophyte

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2 Messages

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90 Points

iPhone 8 on Telstra

Neophyte

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2 Messages

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110 Points

3 months ago

We had this problem too 2 days ago. I’ve had to turn the VPN off on phone to get it to work on 4G/5G. 
we are both on iPhone 14 pro’s and Telstra and affected on mobile data. Wifi is working fine. 

Brand User

Trend Security Expert

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115 Messages

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2.4K Points

@candl 

Thank you for the information.

Can you also provide the Trend Micro Mobile Security version.

How to check if Trend Micro is in its latest version on iOS | Trend Micro Help Center

Neophyte

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2 Messages

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110 Points

@tm_chard​ app version 11.2. 1070

We have still had to keep our VPN off now. So it’s going on 4 days now. 

(edited)

Brand User

Trend Security Expert

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140 Messages

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3.3K Points

Hi @candl ,

We will be posting an update here once the investigation is finished. We apologize for any inconvenience this may have caused.

Neophyte

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1 Message

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90 Points

Hello

Since the last update it is impossible to use website protection with cellular data. I had to deactivate this feature on my phone and my daughter's phone. We are with Orange and Bouygues(French companies)Note there is no problem when using the wifi network. It is only for the cellular network. It’s a bit of a shame not to be able to use Waze or Citymapper with cellular data😟

iphone 15 Pro and iPhone 13max

Brand User

Trend Security Expert

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36 Messages

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770 Points

Hi @famillefredcolin ,

We apologize for any inconvenience this may have caused you. Rest assured we're actively working to address this matter.

Feel free to read our updates here.

Thank you for your patience and understanding.

Neophyte

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2 Messages

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90 Points

3 months ago

Plenty of other Trend users are having the same problem…needs to be fixed urgently 

Brand User

Trend Security Expert

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37 Messages

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790 Points

Hi @rossco08

We're actively working to find a solution for this problem. Keep an eye on this link for any updates regarding this matter. 

Thank you.

Neophyte

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2 Messages

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90 Points

3 months ago

Hi. We are having a similar problem. iPhone 11 iOS 17.14.1. I have had to turn the VPN off as apps such as Flight Radar 24; app store and maps will not work. I have plenty of data on my 4G account and a good signal. Strangely MetroView works Ok but that is probably just dependent on the GPS and does not try and load external data. This is a recent problem, and also affects an iPhone 8 on ios 16.7.7.

Frank

Neophyte

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2 Messages

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90 Points

We are with Telstra. Works fine at home on our wireless network. Its only when relying on 4G.

Neophyte

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1 Message

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80 Points

3 months ago

Same here, the issue started on Wednesday 24th April. I’m on iPhone 15 Pro (iOS version 17.4.1) on Telstra 5G network, Trend Micro Mobile Security app version 11.2.1070. Everything works fine on wifi but not when using mobile data. It won’t let me turn off VPN in iPhone settings and I’ve tried resetting my network settings and nothing has resolved the issue. I’ve checked my phone data and still have plenty. I’m unable to use most of the apps on my phone if away from home / not on wifi.  It’s been 4 days and it’s extremely frustrating!! 

(edited)

Brand User

Trend Security Expert

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37 Messages

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790 Points

Hi @laurawatson81 

We apologize for any inconvenience this may have caused you. We are currently investigating this concern.

For the meantime,
kindly turn off the Web Guard feature.

  1. Tap the Mobile Security app.
  2. Tap Web Guard.
  3. Then tap Turn off button to disable Web Guard.

We will notify you as soon as an update is ready. You can also visit this link for any updates regarding this issue. 

Thank you!


Neophyte

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1 Message

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70 Points

It’s Sat the 27th Apr in Perth WA and I’m having the same issue which has been ongoing since Wed also. Of note, I use an iPad with a trend Micro installed and connected to Aus VPN, and I DON’T have this issue. Seems it only happens on my iPhone.

Brand User

Trend Security Expert

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140 Messages

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3.3K Points

Hi @wledan @frank_vk6kfd 

Please visit this link for any updates regarding this issue.

Neophyte

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1 Message

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70 Points

3 months ago

Uninstalled and reinstalled Trend as instructed and Web Guard still not working??

Latest version utilized. You’ll be losing customers if the security feature for a security company isn’t rectified quickly. 

(edited)

Brand User

Trend Security Expert

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140 Messages

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3.3K Points

Hi @jim4398e7​ 

Thank you for exploring the solution. As we await the fix, please disable Web Guard to ensure uninterrupted use of your mobile phone.

Neophyte

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4 Messages

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160 Points

3 months ago

I have the same problem 

Neophyte

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4 Messages

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160 Points

I have contacted Trend and down loaded the trend mobile security updated app and all is good now .

Neophyte

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2 Messages

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100 Points

3 months ago

I have an iPhone 15 pro max and have contacted Apple and Telstra and both of them have trouble shoot various things.  Eventually I worked out that it is Trend not letting mobile data be used with the VPN on.  If I go out I have to turn it off so that I can use mobile data... isn't this counter intuitive because it is then when you are out that you want it to be on?? I see there are lots of people with the same issue.. so yes it needs to be fixed urgently.  Telstra & Apple said they are getting numerous calls with this same issue.  Puts me off renewing my subscription so please provide an update soon.. 

Neophyte

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4 Messages

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160 Points

Spoke to Trend down load the updatedTrend mobile security app and all will be good .

Brand User

Trend Security Expert

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140 Messages

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3.3K Points

Hi @ianhelena3,

We appreciate you confirming this. Thank you!

Brand User

Trend Security Expert

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128 Messages

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2.6K Points

3 months ago

Hi @guyebromley, @candl, @famillefredcolin, @rossco08, @frank_vk6kfd, @laurawatson81, @wledan, @jim4398e7, @ianhelena3 and @iabonde1961

Thank you for your patience and we apologize for any inconvenience this may have caused. 

Our team has rolled out the newest version of Mobile Security. Kindly update your app to version 11.2.1071 and verify if the issue has been resolved.

Hope this helps. 

Neophyte

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2 Messages

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100 Points

3 months ago

Thank you for your help.  I have updated the app and just tried to use the phone on mobile data and it seems to be working so far.  Thank you very much for fixing it as it was becoming very annoying.  Thank you cheers Ingrid

Brand User

Trend Security Expert

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6 Messages

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170 Points

Hi @iabonde1961,

We appreciate your feedback and we'll make sure to continue to improve our products. Should you need further assistance, please don't hesitate to post your concern on this channel. 

Neophyte

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2 Messages

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90 Points

24 days ago

I am having the same issue with iPad mini (6th generation)and iPhone XR and like most others have now had to turn VPN off so that I can access anything. Strangely, it will let me access Facebook and Instagram but nothing else unless I switch off the VPN. 

Brand User

Trend Security Expert

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115 Messages

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2.4K Points

Hi @janicebeard

Please check the version of the Mobile Security, latest version should be 11.2.1087. If it's not updated yet, kindly update the program and check if the issue has been resolved.

Below is the link on how to check the version of Mobile Security

How to check if Trend Micro is in its latest version on iOS | Trend Micro Help Center

You can also check here for additional updates regarding the issue.

Neophyte

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2 Messages

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90 Points

@tm_chard​ definitely running the latest version and problem persists. 

Brand User

Trend Security Expert

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92 Messages

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1.9K Points

Hi @janicebeard ,
 

Can you try to set up the VPN configuration of mobile security once again?

 

Go to the Settings app > General > VPN & Device Management > remove or uninstall the VPN configuration of Mobile Security/WebGuard
 

Then restart your device > open the Mobile Security Application > set up web guard once more.
 

Let me know if that worked.

Neophyte

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2 Messages

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90 Points

@tm_ace the instructions you have provided don’t seem to be relevant to either my mobile version or my desktop version. In settings there is not the path that you have given me to follow. The only other thing I have tried is completely uninstalling it from both mobile devices and reinstalling and the issue still persists. Not really much point in continuing to purchase it when it won’t let me even surf the net. 

Brand User

Trend Security Expert

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25 Messages

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550 Points

Hi @janicebeard,

Can you please try to check the steps below on how you can set up Trend Micro Mobile Security's VPN Configuration again on your device?

  1. Go to the "Settings" app.
  2. Scroll down and tap "General."
  3. Go to "VPN & Device Management" or just "VPN."
  4. Find Trend Micro Mobile Security and tap the information icon (an 'i' in a circle) next to it.
  5. Tap "Delete VPN" at the bottom of the screen and confirm that you want to delete the VPN configuration of Trend Micro Mobile Security.
  6. Restart your Device.
  7. Open Trend Micro Mobile Security and try to turn on Web Guard.

Once Web Guard is turned on again, can you please check if your connection will improve?

Hope this helps!

Neophyte

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4 Messages

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212 Points

22 days ago

Can I get VPN on my accounts because social media is global so we need lots of protection on those social media accounts. I had a scammer trying to get $250 from me a couple ago that why I deleted my accounts for a while.

Brand User

Trend Security Expert

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115 Messages

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2.4K Points

Hi @harrellelaine 

Regarding this, if you're using Mobile Security on your device, that would have a VPN feature which is the Web Guard.

Neophyte

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4 Messages

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212 Points

22 days ago

It is iPhone 14 and my carrier is T-Mobile. That scammer kept making me feel like my Facebook account was suspended for 20 hours then it was for 23 hours then it was for A hour even if I click the like on FB then I google Facebook phone number then this person had a very strong accent and he told me to go to Apple App Store and go to send gift then he said put $250 dollars instead email he put a code ware my name was I deleted it and type Facebook and it decline so he ask did I have another card I said no. So some how he knew I had a card on my account but it not connected to my checking account. I have YouTube account so I pay $18.99 every for that so I don’t get ads. It is a Walmart One Card.

Brand User

Trend Security Expert

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115 Messages

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2.4K Points

Hi @harrellelaine

I'm sorry to hear what you've been through.

Let me just clarify, are you also experiencing loss of access to apps or internet connection while using Web Guard?

Neophyte

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2 Messages

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90 Points

21 days ago

@tm_Waj @tm_vlad 


Thanks for the recommendations and for clarifying the instructions relating to the phone settings not App settings. I have done exactly what you have asked here and issue still persists. 
It makes absolutely no difference, super frustrating and pointless having to turn VPN off to be able to access Safari or any other items on the mobile devices apart from FB or Insta which is even more baffling. 

  1. Open the main settings on your iPad Mini or iPhone XR.
  2. Tap on General.
  3. Scroll down and look for VPN & Device Management.
  4. Tap VPN.
  5. Next to Web Guard Protection, tap the i icon and then delete the VPN.

After deleting the VPN:

  1. Open Mobile Security.
  2. Tap Web Guard.
  3. Allow the necessary permissions and check if the issue persists.
Brand User

Trend Security Expert

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37 Messages

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790 Points

Hi @janicebeard 

We have sent a separate email to address your concern in more detail.

For your reference, here is the case number: TM-3802500-M4M6R4

Thank You!

 

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