VPN

Every time Apple updates, I have to check my settings-a pain in the neck. Friends have that complaint 2. My email is still a mess - delayed. Even hazard weather updates from NWS😳 Heavy snow and strong wind gusts e-mail being delayed. U don’t mess around with weather in upstate NY😡

@charladgeorge​ I think you’re right. Since the last iOS update I no longer get iMessage notifications on my phone - even from my designated emergency contact - and web pages just won’t load. Turned off the VPN and was able to access web pages again. Now I just need my son to test the iMessage notifications.

@charladgeorge​ I think you’re right. Since the last iOS update I no longer get iMessage notifications on my phone - even from my designated emergency contact - and web pages just won’t load. Turned off the VPN and was able to access web pages again. Now I just need my son to test the iMessage notifications.

Hi @saffy66,

For your VPN concern with Trend Micro Mobile Security, please ensure that you have already installed the latest version, which is 1.2.1024. Here's a guide on How to check if Trend Micro is in its latest version on iOS.

Please keep us posted if the issue persists even after updating to the latest version of Trend Micro Mobile Security.

The issue persists; however I am inclined to blame iOS update 17.2.1 which I downloaded right before this started and has caused other issues. I can’t use the VPN because of this.

Hello Chris, I have this same problem.  When Web Guard is on, I find that it is constantly disconnecting from Wifi.

iOS 17.1.2 & iPadOS 17.1.2

TMMS 11.2.1022

@tm_chris​ 

12:05 P.M. EST

Dec.11, 2023

TREND MICRO ACCOUNT VERSION 11.2.1022.

iPAD3 VERSION 17.1.2 (21B101)

@tm_chris​ 

hi I am having the same issue. Wifi keeps disconnecting & then showing VPN. It happens all the time on my IPhone 13. 
I have just done the latest Apple update & still have same issue. It is very frustrating. 

12:02 PM EST

Dec. 12, 2023

I have a iPad 3. Yesterday (12/11,Monday) Apple Updated to: OS 17.2 (21C62). Working okay, well for now🤞

It continues to experience the same problem with iOS version 17.2

@tm_klariz​ still the same after updating to IOS 17.2

Hi @andrea14379 and @ngsheng88,

Please check some other factors that can cause this issue such as Low Power Mode being enabled on the iOS Devices and having a different VPN enabled.

@tm_karl​ device not on low power mode and i dont have other VPN enabled. Have been using this for many years and do not have any issues until recently.

Hi @ngsheng88​ and @andrea14379,

Kindly provide the information below:

1. Mobile Security Version:
2. Network Connection: (Example: WIFI, Mobile Data: 4G,5G,LTE)

Please try this troubleshooting as well:
1.Turn off Web Guard
2.Wait for a few minutes and test by checking the internet connection status on web browsers or applications

Let us know if issue still persists.

Thank you.

Hi @william,

Please check some other factors that can cause this issue such as Low Power Mode being enabled on the iOS Devices and having a different VPN enabled.

My iPhone device not on low power mode and i dont have other VPN enabled. Have been using this for many years and do not have any issues until recently

Hi @william,

Also, kindly provide the information below:

1. Mobile Security Version:
2. Network Connection: (Example: WIFI, Mobile Data: 4G,5G,LTE)

Please try this troubleshooting as well:
1.Turn off Web Guard
2.Wait for a few minutes and test by checking the internet connection status on web browsers or applications 

Let us know if issue still persists.

Thank you.

Hi @Rubicon_Guy,

Make sure that your Mobile Security is up to date. Here is the guide on how to upgrade your security to the latest version.

How to upgrade Trend Micro Mobile Security on iPhone or iPad | Trend Micro Help Center

​You may also check some other factors that can cause this issue such as having a different VPN enabled.

Hi @Rubicon_Guy,

Also, kindly provide the information below:

1. Mobile Security Version:
2. Network Connection: (Example: WIFI, Mobile Data: 4G,5G,LTE)

Please try this troubleshooting as well:
1.Turn off Web Guard
2.Wait for a few minutes and test by checking the internet connection status on web browsers or applications 

Let us know if issue still persists.

Thank you.

that update did not fix my issue. Running the latest IOS on my iPhone 12. Still experiencing sporadic ability to access websites, and continued issue with being  disconnected from home wifi. Frustrating - ready to cancel subscription.

Hi @thooton​, 

I'm sorry that this happened and yes, this concern was fix already when we release the 11.2.1024 version. May we know if you are experiencing the issue when you use Data connection as well? Also, Are all the apps installed on your phone is affected by this issue? 

Looking forward to your response. 

@thooton​ how do you turn off the VPN on an iPhone? thanks

Hi @bjolles1 
 
Try doing these steps:
  
 1. Open your settings app > general > VPN & Device Management.
 2. Tap on the very first option. could be either "VPN Not Connected" or "VPN Connected"
 3. Tap on the VPN configuration that you want to turn off or delete.
  
Let me know if it worked.

@tm_ace​ I'm unable to disconnect VPN - I know where the toggle is in my settings but i won't "take" - goes back to VPN On immediately, 

@bjolles1​ I turn mine on and off by tapping Web Guard on the app and than tapping the image which shows VPN on or off. It’s never worked from phone settings.

Hi @thooton​, 

May we verify the version of your Trend micro application both if its on your Phone and IPAD. 

Thank you!

iPhone and iPad App version 11.2.1024

Hi @thooton,

You're on the latest version already.

Please try to perform the steps below and check if there is any improvement.

1. Go to Settings > General > VPN & Device Management > VPN

2. If the VPN Status is connected, try to disconnect it first

3. Click the information icon (i) for Web Guard Protection then Delete VPN

4. Go back to Mobile Security then setup and turn on Web Guard

5. Check if issue improved

Kindly provide the iOS version of your iOS devices that encounters this issue.

Hope this helps!

Did not improve. 

@Rubicon_Guy​ same here! 

Hi @Rubicon_Guy and @bjolles1 ,

Have you tried doing these steps already?

Please try to perform the steps below and check if there is any improvement.

1. Go to Settings > General > VPN & Device Management > VPN

2. If the VPN Status is connected, try to disconnect it first

3. Click the information icon (i) for Web Guard Protection then Delete VPN

4. Go back to Mobile Security then setup and turn on Web Guard

5. Check if issue improved

Kindly provide the iOS version of your iOS devices that encounters this issue.

Also if you want to know more on what data does the Trend Micro Mobile Security collect on your device , you can refer to the link below:

https://helpcenter.trendmicro.com/en-us/article/TMKA-19412

Let me know if you have any questions.

VPN is still not working on WiFi. 

Hi @thooton 

We understand that your still having the issue. May we know if you are now running in the latest build version which is 11.2.1034? If you are still having the issues on the newest version, try re-installing the application and re-apply all the permissions needed and please let us know if you will encounter the same. 

Thank you!