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

Trend micro.. any update? 

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. ​ 

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

@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 

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?

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!

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

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

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

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.

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. 🤦‍♀️

@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.

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.

Hi @groffmeister74 

Thank you for sharing this information.

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

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.

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.

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 🙂

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.

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

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!

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

Any updates please?

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!