tm_kree's profileBrand User
Trend Security Expert

Trend Security Expert

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866 Messages

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34.9K Points

Thursday, April 25th, 2024 1:16 AM

Under Investigation: Internet Access Issue using Mobile Data When Mobile Security for iOS Web Guard is Enabled

 

 

 

Attention Trend Micro Community!

 

 

 

What's going on?

 

We would like to inform you about an ongoing issue that some of our Mobile Security for iOS users have encountered after updating to the latest version, 11.2.1070. This update has caused internet connectivity problems when the Web Guard feature is enabled. We are currently investigating this issue.

 

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What to do!

  1. Check if Trend Micro Mobile Security for iOS is in the latest version. (11.2.1070)
  2. Observe Internet Connection Status while Web Guard is ON for both Wi-Fi and Mobile Data.
  3. Offload App Data 
  4. Reinstall Trend Micro Mobile Security

If issue persists, please provide the details below: 

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

 

 

 

Neophyte

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7 Messages

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210 Points

1 month ago

Thanks but problem still exists for me. details requested:

11.2.1070

iPhone 12 Pro

17.4.1

mobile data mode affected

Telstra/Aldimobile

Neophyte

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7 Messages

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210 Points

Trend micro.. any update? 

Brand User

Trend Security Expert

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115 Messages

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2.4K Points

Hi @reggiesimmons,

We release a new update it should be 11.2.1071 now. You may check the app store for this version.

Hope this helps. ​ 

Neophyte

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7 Messages

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210 Points

Thank you, I downloaded the new version earlier today and all seems to be working fine now.

Neophyte

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6 Messages

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170 Points

1 month ago

Still facing the same issue after uninstalling and reinstalling the product

App version: 11.2.1070

Phone: iphone 13 pro

ios:  17.4.1

Affected network mode: Mobile Data

mobile service provider :  Woolworths (Telstra network)

Neophyte

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5 Messages

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150 Points

@spatten82​ we were told by our carrier to turn off the VPN

wahlah, service again. Need to use different VPN until Trend gets it fixed 

Neophyte

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6 Messages

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170 Points

Any update TM? Reported this last Wednesday, nearly a week with no resolution or update. This is getting beyond a joke. We have paid for a service but we are not receiving that service. What compensation is there going to be for this?? What time frame are we looking at before this is fixed or rolled back?

Brand User

Trend Security Expert

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19 Messages

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430 Points

Hi @spatten82 @jenm1,

We apologize for any inconvenience this may have caused you. Please be advised 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, please do the following:

  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!

 

Neophyte

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6 Messages

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170 Points

Thank you!! This is working …….. for now 

Neophyte

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2 Messages

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90 Points

1 month ago

After deleting & re-installing:

Still blocks internet access via WiFi on iPhone 13 Pro - Xfinity mobile service provider and iOS version 17.4.1

Neophyte

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4 Messages

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80 Points

Still have the issue both my wife and me with iPhone 12 Pro. Please fix software.

Brand User

Trend Security Expert

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122 Messages

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2.5K Points

1 month ago

Hi @cynconrad @spatten82 @reggiesimmons

Thank you for following the instructions and providing the needed information. It's unfortunate the issue persists. Your input will help us figure out the problem and find a solution. We will surely provide an update once the issue was sorted out.

Thanks for your help!

Neophyte

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7 Messages

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210 Points

Perhaps it is time to roll back the version? The last version did not have this problem.

Neophyte

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4 Messages

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80 Points

Are you saying trend micro can’t fix this problem? My phones are affected only. Worst thing is when trading stocks internet goes down. iPads not affected. I expect it fixed and quick. Trend micro lets get moving.

Neophyte

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3 Messages

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170 Points

1 month ago

Issue still exists 

Neophyte

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10 Messages

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386 Points

Certainly has been an increase of errors with TM, & lagging in it response fixes for sure. Starting to lose my trust, which is not a good thing.

I couldn't connect to the Community page from my email and I have Android/Samsung/Google/Windows 11. Pick one from that bunch. 🤦‍♀️

Neophyte

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1 Message

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70 Points

1 month ago

I have iPhone 12 Pro and I have a same problem, I have reinstall Trend and the problem persist, I have remove Trend and iPhone fonction normaly…

you have a idea ?

best regards

Neophyte

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4 Messages

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80 Points

@franckbuissonthuillier​ These days you can’t remove it. It’s to dangerous to be without it. Either they fix it quick or they lose my business. I buy the next best thing.

Brand User

Trend Security Expert

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126 Messages

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3K Points

Hi @lennys123 @franckbuissonthuillier @lucybristow @lennys123 

Please refrain from uninstalling the entire app as it provides protection. Instead, temporarily disable Web Guard while we investigate the issue. We'll keep you informed with updates as we progress.

Neophyte

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2 Messages

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90 Points

1 month ago

1. 11.2.1070

2. iPhone SE 2 / iPhone 13 Pro / iPad mini 4

3. iPhone : 17.4.1.     iPad: 15.8.2

4. WiFi / Xfinity 

Neophyte

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2 Messages

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90 Points

1 month ago

1. 11.2.1070

2. iPhone SE 2 / iPhone 13 Pro / iPad mini 4

3. iPhone: 17.4.1.     iPad: 15.8.2

4. WiFi. / Xfinity

trend should be crediting $ back to us for this or discount for next renewal 

Brand User

Trend Security Expert

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126 Messages

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3K Points

Hi @groffmeister74 

Thank you for sharing this information.

Neophyte

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2 Messages

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90 Points

1 month ago

Followed above troubleshoot, problem still happening

  1. Mobile Security for iOS version 11.2.1070
  2. iPhone/iPad Model: iPhone 13 Mini
  3. iOS version 17.4.1
  4. Affected Network Mode: Telstra mobile data 

Neophyte

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3 Messages

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110 Points

1 month ago

Problem still exists for me too 

11.2.1070

iphone 15pro

ios version 17.4.1

mobile data

telstra 

(edited)

Neophyte

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3 Messages

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110 Points

Why haven’t trend micro made an announcement on this? I had to google it to find out there was an issue. 

Brand User

Trend Security Expert

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168 Messages

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3.4K Points

Hi @kerriscanlan and @nickjo ,

Thank you for providing us these information. We are already investigating the issue and will provide an update once a fix has been made. We appreciate your patience regarding this matter.

Neophyte

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5 Messages

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190 Points

1 month ago

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,iPhone 13

Brand User

Trend Security Expert

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126 Messages

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3K Points

Hi @guyebromley @josuesiordia 

While we are still investigating the issue, kindly turn off Web Guard in the meantime.  

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

Neophyte

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5 Messages

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190 Points

Yeh applying that when I’m out of the house, works absolutely great at home on the Wi-Fi. 
  Hoping this gets fixed soon, I’ve been using Trend Micro on all my units for around 15 years now, not looking to change 🙂

Neophyte

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12 Messages

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320 Points

1 month ago

On IPad, when using Wifi (with mobile data turned off) a pop up box constantly appears stating that ‘Mobile Data is turned off.  Turn on mobile data or use Wifi to access data’.
I have to press OK to be able to continue.

This has been a problem since beginning of January when I renewed my Trend Micro subscription.  Tech support tried to assist but were unsuccessful. 

This is extremely frustrating!

Ipad air 3

Trend Micro 11.2.1070

Mobile Data: Vodafone

Wifi: Catch Of the Day: Optus Network

Brand User

Trend Security Expert

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19 Messages

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430 Points

Hi @Roseybuddy,

Thank you for providing this information. Please be assured that our team is actively investigating this matter, and we will promptly update you once the issue has been resolved. Thank you for your understanding as we address this issue.

Neophyte

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12 Messages

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320 Points

Have done the update to 11.2.1071 and the issue still exists.

Brand User

Trend Security Expert

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19 Messages

 • 

430 Points

Hi @Roseybuddy,

Since you still encountered the issue after updating the app, may I ask if you are having the issue when you use Mobile Data and WiFi?

Also, please try to Offload the app. To Offload an app on your iPhone, please do the following:

  1. From your Home screen, go to Settings > General > iPhone Storage.
  2. Find Trend Micro Mobile Security.
  3. Tap Offload App.
  4. To confirm, tap Offload App.

Hope this helps!

Neophyte

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12 Messages

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320 Points

Hi, if I have both mobile data and wifi turned on, the pop up box does not appear.  However, I do not want to be using mobile data when I have wifi available.

What is the difference between uninstalling and offloading the app?  If I offload the app do I then reinstall it?

*Edit:  wifi = iinet

 Mobile data = Vodafone

(edited)

Neophyte

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12 Messages

 • 

320 Points

Any updates please?

Neophyte

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1 Message

 • 

100 Points

29 days ago

Issue still exists for me

11.2.1070

iphine 12 promax 

mobile data doesnt work

Neophyte

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1 Message

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70 Points

29 days ago

I started having the issue 2 days ago 

have tried uninstalling etc problem still exists

app version is 11.2.1070

Iphone 14 Pro with version IOS 17.4.1

only effects mobile data  

wifi works fine 

I am with Telstra 

thanks 

Neophyte

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2 Messages

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90 Points

29 days ago

Will not be renewing my subscription.

Brand User

Trend Security Expert

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23 Messages

 • 

510 Points

Hi @cynconrad ,

Welcome to Trend Micro Community!

We apologize for any inconvenience this have caused you.

Our team is currently investigating the cause of the issue. Rest assured, we are dedicated to resolving it swiftly, and we will keep you updated on our progress.

Thank you!

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