stropenhagen's profile

1 Message

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130 Points

Sat, Mar 31, 2018 7:13 PM

Closed

Age of Empires Definitive Edition

Age of Empires Definitive Edition 
The game will not play and I have looked everywhere for the folder with the game in it to allow it. myself and my friends cannot find it and I get the same error message every time I start the game. https://media.discordapp.net/attachments/151164464375267328/429530150456000512/unknown.png?width=832...

 Superstar

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245 Messages

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9.7K Points

5 years ago

-I'm not a Trend Micro representative, but I like to give you some suggestion-

Did you try to set in whitelist the game folders?

127 Messages

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2.6K Points

5 years ago

Hi Stropenhagen,

As Max said, kindly add the whole Age of Empires folder to the exception list of Trend Micro program. You may refer to this link on how to do it:

Configuring the Exception List of Trend Micro Security software

For you to know the location path, kindly right click the shortcut icon on your desktop then click "Open file location".

Please let us know how it goes.

Trend Micro Home Users Community

 Superstar

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245 Messages

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9.7K Points

5 years ago

-I'm not a Trend Micro representative, but I like to give you some suggestion-

Here is a possible solution!

498 Messages

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9.5K Points

5 years ago

Hi Stropenhagen,

This is a similar case from: Age of Empires.

Can we try and isolate the problem first? We can disabe the Trend Micro program components using Trend Micro Diagnostic Toolkit and run the game again.

Please press the Windows key (located between the Ctrl and Alt key) and R key on your keyboard to open the Run Command window. Type in "supporttool.exe" and click OK...this will open Trend Micro Diagnostic Toolkit. Go to Uninstall tab and click on Stop All Components.

If the issue persists, that means the issue is not caused by the Trend Micro program. Just in case it worked, please send us a screenshot of the exact error message and we'll try took look into it further. You may then re-enable the Trend Micro program components on the Trend Micro Diagnostic Toolkit and click on "Start All Components".

Thanks!

Trend Micro Home Users Community

3 Messages

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140 Points

5 years ago

Hi,

I uninstalled Trend Micro (doing Beta testing) and the game worked.
I have installed the new beta and the game now crashes with the overlay problem.
I had the folder white listed but it still failed.

Thanks
Brand User
tm_ian

Prodigy

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260 Messages

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5.3K Points

For escalation reasons

Please reference the new conversation here: Age of Empires crash when Trend Micro Security is running

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