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Superstar
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571 Messages
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9.5K Points
[Latest Update] "Restart Required" and "Connect to the Internet" message appears on your Trend Micro Security software
Update As of June 27:
We've now released an automatic update that resolves the error messages encountered by some users during update.
This update will restart the Trend Micro program and then restart your computer.
After restart, you can confirm that the update has been applied by:
Opening your Trend Micro program -> On the main console, click the Expiry date that will show the program version and click on Component version.
Look for the following Components and confirm the version:
Component Version
Contextual Intelligence Scan Controller (32-bit and 64-bit) 1.0.1048
Endpoint Diagnostics Engine Wrapper (32-bit and 64-bit) 7.0.1121
Threat Diagnostics Engine (32-bit and 64-bit) 7.0.1121
If the same issue persists kindly let us know.
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Update As of June 19:
After the hotfix release, we will schedule another update by the end of June to permanently fix the issue of the corrupted database file that caused the error messages.
The updates will be downloaded automatically and you can find an indicator when you hover on your
Trend Micro icon from the lower right-hand side of the screen.
During this time, you might see a Windows notification that Virus Protection is turned off,
but don't be alarmed as the status will change once the update is applied.
-------------------------------------------------------------------------------------------------------------------------------------------
Since the release of our latest updates, some issues have been reported – “Restart Required” and “Connect to the Internet” error messages – that our developers are working to resolve.
In the meantime, please run the following hotfixes in the links below:
If still experiencing the same issue/s after following the instructions, let us know and we'll help you further.
Apologies for any inconvenience caused.
We've now released an automatic update that resolves the error messages encountered by some users during update.
This update will restart the Trend Micro program and then restart your computer.
After restart, you can confirm that the update has been applied by:
Opening your Trend Micro program -> On the main console, click the Expiry date that will show the program version and click on Component version.
Look for the following Components and confirm the version:
Component Version
Contextual Intelligence Scan Controller (32-bit and 64-bit) 1.0.1048
Endpoint Diagnostics Engine Wrapper (32-bit and 64-bit) 7.0.1121
Threat Diagnostics Engine (32-bit and 64-bit) 7.0.1121
If the same issue persists kindly let us know.
-------------------------------------------------------------------------------------------------------------------------------------------
Update As of June 19:
After the hotfix release, we will schedule another update by the end of June to permanently fix the issue of the corrupted database file that caused the error messages.
The updates will be downloaded automatically and you can find an indicator when you hover on your
Trend Micro icon from the lower right-hand side of the screen.
During this time, you might see a Windows notification that Virus Protection is turned off,
but don't be alarmed as the status will change once the update is applied.
-------------------------------------------------------------------------------------------------------------------------------------------
Since the release of our latest updates, some issues have been reported – “Restart Required” and “Connect to the Internet” error messages – that our developers are working to resolve.
In the meantime, please run the following hotfixes in the links below:
If still experiencing the same issue/s after following the instructions, let us know and we'll help you further.
Apologies for any inconvenience caused.
ablesquire
2 Messages
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132 Points
6 years ago
One fails to understand >>> You announced "yesterday" that since your last update people have reported a "Restart Required" inquiry which your staff is working to correct. Yet, I see that the problem has been reported as long as two years ago. How can this be? Surely, you don't intend to charge consumers for use of your software until you have resolved the problem, do you? Many of us did not freely choose this software, but were led to do so by BestBuy's Geek Squad when they terminated their relationship with Kaspersky. Something is not right here. Please issue a fix for everyone without expecting consumers to correct the problem ourselves.
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stevedfranklin
2 Messages
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130 Points
6 years ago
I keep getting the system needs restarting pop up. This is very annoying and if I can't change I will go somewhere else.
1
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wtk716
2 Messages
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130 Points
6 years ago
I am continually receiving a message to update my service. The notification prompts me to "Connect to the Internet". I am confused by this in that my computer has been connect to my secure WiFi service the entire time.
3
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cooperdon
2 Messages
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130 Points
6 years ago
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airforce26yrs
3 Messages
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160 Points
6 years ago
Why does my Trend Micro icon on my task bar always show "installing an update"? I have tried several things to get to stop showing this but nothing works. Is my software working or not, I can't tell. I have tried the check for updates function and it will show checking, then downloading an update until it gets to about 3% then it shows installing update but never stops installing. What's up with this?
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jeha5536
2 Messages
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130 Points
6 years ago
Eliminate restart required bug!
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art7575
2 Messages
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130 Points
6 years ago
I have upgraded Windows 7 to Windows 10 on one of my PCs.
After that Trend Micro installed on my 3 PC stations shows NO CONNECTION TO THE INTERNET.
Internet is available but Trend MIcro does not see it and can not update.
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rgbrandon
2 Messages
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130 Points
6 years ago
Why have I been asked to restart 4 - 5 times in the last 2 weeks?
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barbeerian
Neophyte
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8 Messages
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256 Points
6 years ago
Win10 build 17134. HP laptop. Trend Max Security ver 12.0.1226..... I have a 3 seat license. I have had to reload ALL of them. I was getting "unable to connect to the internet" when I actually was.... Several days later.....Now I am getting constant messages requesting me to "restart your computer to finish installing the program update". This happens 3 times an hour. I have used Trend Micro for over a decade with no problems until this year..... Jon Pulicicchio, 360.581.5811
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dkuemerle
3 Messages
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160 Points
6 years ago
As of 2 weeks ago, I now get a message to restart my computer EVERY time I receive an update. I am running Windows 10, 64 Bit on two different computers and it only happens on one of them. I can understand if a major update occurs that I would need to restart for installation purposes, but EVERY update???? Really?
Is anyone else having this same issue?
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dkuemerle
3 Messages
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160 Points
6 years ago
As of 2 weeks ago, I now get a message to restart my computer EVERY time I receive an update. I am running Windows 10, 64 Bit on two different computers and it only happens on one of them. I can understand if a major update occurs that I would need to restart for installation purposes, but EVERY update???? Really?
Is anyone else having this same issue?
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keyesjeff
4 Messages
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142 Points
6 years ago
My experience with Trend Micro has devolved to untenable. I want a refund and will be uninstalling it from my devices. I'm prompted every 10 minutes to restart my computer and then the AV disables itself. Trend support was polite but all "Hot Fixes" failed. I spent more than 45 minutes on the first go around. 10 minutes later the same problem reoccurred. Calling Trend Support says the next step was going to take even longer.
This Product failed. Then it continued to fail day after day. Support says they are "Looking for a solution" which will happen on an update in the near future.
Unacceptable.. I'm buying a new and better AV. I expect a refund on my remaining 5 device subscription. How disappointing and aggravating.
Note: This conversation was created from a reply on: I want a refund of my purchase.
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ernie
2 Messages
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130 Points
6 years ago
Says Log into internet and won't update, even though I am online
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rminnick400
Neophyte
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2 Messages
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130 Points
6 years ago
EVERY TIME you send, install and execute an UPDATE to my system, I get completely locked out for the time your update process is running, then after its completed I need to totally shut down because my system is performing so terribly bad that I have no other option then to re-boot and lose everything I was doing prior to your process...... This certainly cannot be the way you do business. Please FIX IT!!! PC Lenovo, Windows 10...
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hccoertzen
2 Messages
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170 Points
6 years ago
why does trend micro want to restart my PC for latest update every day??
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