Trend Mobile Security for iOS VPN bug

I am having the same issues as described. I have found the VPN has been timing out web page searches and also when I open an app on my iOS 17.4.1 devices. I am running TMMS 11.2.1070. Could you please advise how to resolve this. To use my device, I have had to leave web guard and safe surfing features turned off/uninstalled after deleting and reinstalling the TMMS app

@tm_joyce​

same issue for me:

Phone: iPhone 13 pro
ios: 17.4.1

app version: 11.2.1070

yes, when web guard protection is set to on, internet does not work while only on cellular data. No issue observed when on wifi or when web guard is off

no difference when block trackers is turned off or turned on. Same either way.

@tm_joyce​ 

G’day.

Problem is not my end, several people have the same problem.

 I have found that the quick fix is to turn off the Web Guard VPN.

@tm_joyce​ 

17.4.1 IOS

APP Version 11.2.1070

yes, WebGuard VPN MOBILE SECURITY 

yes when turning VPN OFF, can access web. Also can use Web with two other VPN accounts on iPhone but prefer TrendMicro until today.

@tm_joyce​ talking iPhone does not work at all with mobile security app on the device. Apparently there’s a fix Trend have told Telstra but Telstra says they cannot explain to customers how as it does not make sense or does not work. Telstra advice remove it from your device.

@tm_joyce After the latest update as of today, I am able to access the internet using my VPN however it is still stopping me from doing speed tests unless I turn Web Guard off in the Trend Micro app. Is there a fix for this so I can continue to have my VPN (Web Guard) on and test my internet speeds?

Hi @kahikabeckett,

Since your internet functions with Web Guard enabled, please try other speed test websites or applications. If it's a website, consider adding it to the Approved List in Web Guard settings and see if it is working.

May we also know what application or website you use for the internet speed tests?

It doesn't work when I search in google speed test and when I actually go on the speedtest.net or even when I use the Speed Test app by Ookla. The only way it works is if I turn off Web Guard

Hi @kahikabeckett ,

When Web Guard from Trend Micro Mobile Security for iOS is active, it might prevent you from running a speed test because it could be blocking certain connections or data transfers that are necessary for the speed test to work properly. This is a security measure to ensure that your device is protected from potentially harmful websites or content that could be accessed during the speed test process.

If you want to perform a speed test while Web Guard is on, you might need to temporarily disable it or add the speed test website in the Approved List to allow it to run without interference.

Hope this helps.

Hi @dstodda @kahikabeckett @spatten82 @emmaboyd ,

We're presently investigating this issue and will provide an update as soon as it's available. Your understanding is greatly appreciated.

Can you please provide an update? 

HI @johnwjack2950 , @jthizzle37 @jfoelling @reggiesimmons,

This concern is still under investigation, and we do apologize for the inconvenience it has caused. While awaiting the update to resolve this issue, may we inquire about your mobile data provider?

Looking forward to your response. 

@tm_joyce​ Mobile Data Provider is T-Mobile. Operating Device is IOS IPhone 15 PRO. I can confirm it was the new App Update because I had zero issues before installing the latest version in the Apps Updates

Hi @jane_smith @rapigg @jthizzle37  ,

We are already aware of the issue and we are currently investigating this concern. We will notify you as soon as an update is ready. Your understanding is greatly appreciated.

Note:  same conditions existing on my iPad too.  It’s connected to Xfinity Wifi.  I had to turn WebGuard off to gain web access.

Hi @rapigg,

Thanks for letting us know. Rest assured that we will notify you as soon as an update is ready. Thanks for your understanding!

Hi @cliffrogers,

We apologize for the inconvenience this has caused you. Please be informed that our team has rolled out the newest version of Mobile Security. Kindly update your app to version 11.2.1071. To update your Trend Micro Mobile Security, follow the steps below:

1. Open the App Store on your iPhone or iPad.
2. Search for Trend Micro Mobile Security.
3. Tap the Update button beside TM Mobile Security

Hope this helps!

Hi @sheryllewood,

Welcome to Trend Micro Community!

We're sorry for any trouble this issue may have caused you. We've released a new version of Trend Micro Mobile Security for iOS: 11.2.1071. This update solves the problem from the previous version (11.2.1070) and reverts the changes made to Web Guard.

Please ensure you update your Mobile Security to version 11.2.1071 through the App Store. To update the application:

1. Open the App Store on your iPhone or iPad.
2. Search for Trend Micro Mobile Security.
3. Tap the Update button beside TM Mobile Security

Hope this helps!

Hi Trend Micro Team,

Yes, I can confirm the solution is working correctly.  Thank you

Kind Regards,

James Oelling

Hi @jfoelling ,

It's good to hear that the solution is working on your end.

Thank you.