Email Defender

It has been only recently that I am getting a message on my screen while in email. The message says: "Email Defender cannot work. If you keep seeing this message, click here for more details. When I click on the here link, a download tab appears on the bottom of my screen. When I click on the download tab, I get: "Select an app to open this .xpi file, and it offers, Notepad, Opera Internet Browser, VLC media player, Windows Media Player Legacy, and Word. None of the options work to show me a resolution.

Official Response

tm_cassie

Trend Security Expert

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22 Messages

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630 Points

5 months ago

Hello Trend Micro Home Users!

We would like to inform you that the latest version of the Trend Micro Toolbar has been released today. which addresses the issue with Email Defender on Outlook.

For your reference, please see the list below for the toolbar versions per browser.

Microsoft Edge	1.7.1398.0
Google Chrome	17.0.1676

You may also follow instructions on How to Update Trend Micro Toolbars and Extensions on Windows.

Please let us know if everything goes well on your end. Thank you!

tm_klariz

Trend Security Expert

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114 Messages

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2.3K Points

6 months ago

Hi @zsheffd,

Welcome to Trend Micro Home Users Community!

Thank you for reporting this matter to us. We are already aware of this issue that you are currently experiencing. Our team is already investigating this issue to find out the cause. Rest assured, we are doing our best to resolve this issue as quickly as possible to ensure that your devices are protected while using social networking platforms with the help of our products.

To help us with the investigation, we would appreciate if you can provide the following information:

1. What browser is affected by the issue:

2. Domain (Outlook.com or Outlook.live.com):

3. Version of Trend Micro Extension:

4. Browser Version:

Hoping to hear from you soon.

Regards,

tm_klariz

mdiaz180

Neophyte

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2 Messages

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110 Points

@tm_klariz I'm also having this issue with in Outlook.live.com while using the Chrome browser. Trend Micro Version: "17.2.1119 (Component versions)". Chrome Version: "114.0.5735.199 (Official Build) (64-bit)"

5 months ago

tm_rica

Trend Security Expert

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55 Messages

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1.2K Points

Hi @mdiaz180,

Welcome to Trend Micro Home Users Community.

Our developers have identified the issue as a result of changes in Outlook's data storage. This has prevented Trend Micro from accessing the required information. We are working on resolving this problem in our upcoming update, which is scheduled for release in the third week of July, as our developers were also evaluating our product patterns so that we will no longer encounter this kind of issue in our future releases. Once the update is ready, we will notify you via email to confirm if the issue has been resolved. Thank you for your patience and understanding.

(edited)

5 months ago

gorksue

Neophyte

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1 Message

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70 Points

6 months ago

I'm also having the same problem.I'm using Firefox browser and Outlook.live.com

tm_klariz

Trend Security Expert

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114 Messages

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2.3K Points

@gorksue,

Thank you for letting us know that you're having the same issue. Also, I would like to apologize for the inconvenience this issue has brought to you.

We'd like to inform you that the Email Defender feature of Trend Micro does not support the paid version of Outlook. While Email defender is designed to provide protection against email threats, its compatibility is limited. Unfortunately, the paid version of Outlook falls outside the scope of Email Defender's supported domains. However, Trend Micro offers a wide range of other security features to help protect your digital environment. There are other features designed to provide comprehensive protection against various cyber threats, ensuring your online activities remain secure.

Should you have any other concerns, please let us know.

Regards,

tm_klariz

6 months ago

bsoucie

Neophyte

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2 Messages

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90 Points

6 months ago

I have same problem. (The message says: "Email Defender cannot work. If you keep seeing this message, click here for more details.) I am using Windows 10 Pro, Google Chrome, Outlook.live.com. Also on a different computer using same Windows 10 Pro, Google Chrome, Outlook.live.com it works fine. I also went as far as to reinstall my Windows & all Window updates & all drivers and getting the same message. ???

Here is more info as well..

trend micro toolbar extension. ver. 17.0.1634.0

google chrome Version 114.0.5735.110 (Official Build) (64-bit) .

(edited)

emayuric_567adb

Neophyte

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12 Messages

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272 Points

6 months ago

I have the exact same problem and get the same messages as the other posters.

I have Windows 8.1, EDGE, Outlook.live, and the TM toolbar version is 17.0.1634.0

The problem just started about a week ago and prior to that I never had an issue with Email Defender for Outlook.Live

john_wild1

Neophyte

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1 Message

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70 Points

6 months ago

I have the exact same problem and get the same messages as the other posters.

outlook.live.com

Google Chrome Version 114.0.5735.110 (Official Build) (64-bit)

trend Micro Toolbar Version: 17.0.1634.0

58kopykat

Neophyte

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6 Messages

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200 Points

6 months ago

Same error and response when I 'click here'.

Chrome is up to date

Version 114.0.5735.110 (Official Build) (64-bit)

Trend Version:

17.7.1827 (Component versions)

https://outlook.live.com/

jnk71155

Neophyte

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3 Messages

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110 Points

6 months ago

I'm having the exact same problem. Using Microsoft Outlook as my email provider.

tm_chris

Trend Security Expert

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97 Messages

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2K Points

6 months ago

Hello Trend Micro Home Users,

Thank you all for providing the information that we need for the investigation.

Currently, we are looking into this issue about "Email Defender cannot work". Here is some information that you may need while we are checking on this issue.

Supported by Email Defender:
1. outlook.live that stays in outlook.live (Free Version)

Not Supported by Email Defender:
1. outlook.live that redirects to outlook.office
2. outlook.office that stays in outlook.office
3. outlook.office that redirects to outlook.live
(These are all paid version)

(edited)

emayuric_567adb

Neophyte

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12 Messages

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272 Points

@tm_chris I have the free version.

6 months ago

tm_chris

Trend Security Expert

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97 Messages

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2K Points

Hi @emayuric_567adb

We are already investigating this issue with the free version. The information provided is for reference once the issue is fixed.

6 months ago

tm_gela

Trend Security Expert

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57 Messages

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1.2K Points

6 months ago

Hi @bsoucie, @emayuric_567adb, @john_wild1, @58kopykat, and @jnk71155,

Thanks for sharing, it's really helpful for our investigation.

To ensure we're on the same page, please answer the questions below.

Which type of Outlook subscription are you currently using? Is it a free version or a paid version?
What is the initial Outlook domain you are utilizing (e.g., Outlook.com, Outlook.live.com, Outlook.office)? After signing in, does it remain on the initial domain or redirect to a different Outlook domain? If it redirects, please provide the exact link or domain it redirects to.
Have you encountered the same issue when accessing Outlook webmail using a different browser?

Thank you so much for taking the time to help us!

zsheffd

Neophyte

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2 Messages

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120 Points

6 months ago

I am in the Opera browser now as I write this, and, no problems so far, including in email.

tm_jam

Trend Security Expert

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42 Messages

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900 Points

Hi @zsheffd ,

Trend Micro Toolbar is currently unavailable with Opera browser which is why Email Defender (Trend Micro Toolbar Feature) is not having an issue with your email or browser.

Here are the compatible browsers for the Trend Micro Toolbar:

Chrome
Edge
Firefox

Regards,

TM_Jam

6 months ago

roy_rose7

Neophyte

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4 Messages

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180 Points

6 months ago

Hi.

I have had the issue coming up for a few days. Information from the last message.

Microsoft Edge Version 114.0.1823.43 (Official build) (64-bit)

outlook.live.com (free)
Trend Micro Maximum Security Version: 17.7.1904

Regards Roy

gfails

Neophyte

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1 Message

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80 Points

6 months ago

I have the exact same problem. What is the solution?

tm_chris

Trend Security Expert

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97 Messages

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2K Points

Hi @gfails

In the meantime, you may temporarily disable your Trend Micro Toolbar when accessing these websites or use another browser without the Trend Micro Toolbar. While we are investigating this issue, we still recommend using the Trend Micro Toolbar, as it offers other features that can boost additional protection with web surfing.

(edited)

6 months ago

kimbmurphy

Neophyte

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2 Messages

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100 Points

6 months ago

Not meaning to be disrespectful, but why is it taking so long to resolve this issue? Would we be better served if the previous version of Email Defender could be downloaded and used until this issue is resolved?

jnk71155

Neophyte

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3 Messages

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110 Points

@kimbmurphy Apparently they have a "Fix" which will be included in a June 28th update. However; this HAS taken a LONG time.

I've used Trend Micro for years and have liked it a lot, but this is VERY disappointing. It seems like the company has lost a lot of credibility with their lack of a prompt response to this issue.

6 months ago

tm_rica

Trend Security Expert

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55 Messages

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1.2K Points

Hi @kimbmurphy and @jnk71155,

The reason it's taking some time to fix is that we are still waiting for the approval of the changes we made to adjust our Email Defender to the newly released update from the side of Outlook. The release date of the fix was moved to 07/04/2023 due to a privacy notice update.

In the meantime, you can disable the Trend Micro toolbar while we are waiting for the general update for all customers. Thank you for your patience and understanding of the process.

Regards,

tm_rica

6 months ago

tm_klariz

Trend Security Expert

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114 Messages

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2.3K Points

Hi @kimbmurphy,

We understand how frustrating this issue can be and we sincerely apologize for all the inconvenience this issue has brought everyone here.

The update release on 07/04/2023 is postponed as our developers were also evaluating our product patterns so that we will no longer encounter this kind of issue in our future releases. The release is scheduled for the third week of July. We will definitely provide updates to our users as soon as the update becomes available. Thank you for your patience and understanding regarding this matter.

Regards,
tm_klariz

6 months ago

goopy123

Neophyte

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1 Message

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70 Points

6 months ago

Hi,

I have the same problem and I am using Microsoft Edge.

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zsheffd

Email Defender

tm_cassie

tm_klariz

mdiaz180

tm_rica

gorksue

tm_klariz

bsoucie

emayuric_567adb

john_wild1

58kopykat

jnk71155

tm_chris

emayuric_567adb

tm_chris

tm_gela

zsheffd

tm_jam

roy_rose7

gfails

tm_chris

kimbmurphy

jnk71155

tm_rica

tm_klariz

goopy123

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