Information needed to optimize computer

@steve_7a5a1f​   I am running fully up to date Windows 10, and an Intel i5 CORE processor.  My PC Health Check kicks out at ~ 55% (Checking Privacy Concerns).  I did a "privacy" scan (from the Main Console).  It said that I had some Privacy issues with my Facebook page, so I went into Facebook and tightened up all my privacy settings, then re-ran the Privacy scan on TM Main Console, and it came back saying that I had fixed those issues on Facebook, and there were no further "Privacy Concerns".  I re-ran the PC Health Check from the Main Console, and nothing was resolved...it kicked out again at 55% saying it was "Unable to contact Trend Micro for information needed to optimize the computer.  Please try again later".  I have gone through three different sessions with Trend Micro Engineers (the last one yesterday for two hours on the phone and with the engineer manipulating my computer remotely), and did everything he could think of....Uninstalled my TM Internet Security program, ran the Remnant program to clean all possible Trend Micro files off my computer.  Checking my computer files and manually removing any TM files left, then re-installing my paid TM subscription Internet Security.  Still, no luck.  TM has been very helpful...or at least has made a great effort....but still I have this issue!!  Anyone else have any ideas??

Hi slackey and steve_7a5a1f,

Can you try to reset your winsock and check if the issue is still there?

1. On your keyboard, press the Windows Windows Key + R keys to open the Run window.
2. In the Open field, type cmd, then press CTRL + SHIFT + ENTER. The Administrator: Command Prompt window will open.
3. Type netsh winsock reset, and then hit ENTER.
4. Wait for the Command Prompt to run through the reset. Once it’s complete, you’ll see the message Winsock reset completed successfully.
5. Restart the computer.
6. Check your program for updates.

Let me know how it goes. 

-TM_Angelo

@tm_angelo  I followed the steps you listed.  After I ran the TM update, it took less than a second and claimed it installed an update.  I then re-ran the PC Health Check and had the same error. 

For clarity only, I did complete all 6 steps before running the PC Health Check.

I also ran all six steps you recommended to "reset the net winsock".  I did the TM update and all was "up to date".  When I ran the PC Health Checkup I got the same message again (Unable to contact TM for the information needed to optimize the computer) at the same place of the scan as always....55% "Checking Privacy Concerns".  Problem remains unsolved.  I had also answered an email from TM (Seph) last night with a time, phone number and date for a call regarding trying more troubleshooting solutions, but I did not receive a call at the time I suggested???  Did I misunderstand this message??

Hi @slackey,

I see that you have an active case with our technical support team regarding this issue and that they were able to reach out to you. Please allow 3-5 business days for us to further investigate the issue.

@steve_7a5a1f, thanks for your response. We'll also update you on what will be transpired in the investigation.

- TM_Kath

Apologies for the inconveniences this has caused you, steve

You may follow the steps provided on the link below. 

Fix "Unable to Connect to Trend Micro" error on Windows

If the suggested solution on the link didn't work, you can try to follow the instructions below to resolve the concern.

Please check if you have conflicting software with Trend Micro. You may check this link on how to remove incompatible softwares with Trend Micro.

Please remove or uninstall the Trend Micro program using the Trend Micro Remnant Remover Tool. After removing the program, please download and install the latest version using the link below:

How to install Maximum Security

Let us know how it goes. 

- TM_Rochelle

@tm_rochelle The first two did not work, so I tried removing TM with the tool you provided and reinstalled it.  That fixed the issue.  Thanks!

Thank you for your update, steve_7a5a1f. It's good to know that everything's all good now. In case you need more help, please let us know.

- TM_Kim