On startup taskbar icon won't go away

@redrob​ .Yep, I am sick and tired of call backs, wasting time, and "NO FIX". They have one last chance, after that, I am going Public with this issue. Enough is enough!!!

@redrob​  Honestly, how hard is it? and how many emails, time changes does it take.

@efa11547​ Not for nothin'... but what exactly does "I'm gonna go public" mean to you?   I mean... technically this already is a publicly-known issue by nature of it being posted here on the forums, ya?

Hi redrob,

People on this forum know about it, but how many prospective consumers not on this Forum, and reading other "Reviews", are not aware of this issue, ,and will end up having the same issue. Social Media can help to spread the word, especially when, as you say, it is "publicly -known issue." Mate, I have been with TREND MICRO for over 12 years, when it was 'VET", then changed to TREND MICRO, and use all their products, but this issue is fast becoming intolerable. All we are asking as consumers is "FIX THE PROBLEM"

@tm_rochelle​ i have a same problem logo(named:trend micro maximum security) still on the taskbar!!!

Hi, zakeri.muhammad

Have you tried to install the latest version of Trend Micro program? Did you also try to follow the troubleshooting steps provided on this thread?

Awaiting for your response.

- TM_Rochelle

@tm_rochelle​ This is a waste of time as it does not resolve the issue. Issue Immediately comes back after a reboot. Stopping the task in task manager is NEVER a permanent fix and multiple people have already stated they reinstalled with the same issue, including me. 

Hello @tm_angelo​ ,

Thanks for your response; it was quite educational.

I did as you suggested and checked the Task Manager's "Startup" tab and did not find uiWinMgr.exe there. I did, however, find "Platinum User Session Agent" published by Trend and status listed as enabled.

Under the "Processes" tab I see "Platinum User Session Agent". Also there are 5 other Trend Micro processes (it that's the right term) listed: 3 are listed as "Anti-Malware Solution Platform" (of which only one seems to be active), one is listed as "Browser Exploit Detection Engine" and one as "Client Session Agent Monitor".

Also, I did find uiWinMgr.exe listed 4 times under the "details" tab, each of which have different PID's and differing amounts of Memory. All 4 of these were listed as "disabled".

I also tried something else. I right clicked the icon on the taskbar and then from the dialogue box I right clicked the title "Trend Micro Maximum Security" and then picked "Properties". This is where I learned that the icon is actually a shortcut. Which makes sense to me now.

I appreciate you directing me to the TaskManager tabs. I have no understanding of how they work and am enjoying learning more.

Hopefully we can find a solution to this glitch.

Thanks again!

-Andre'a

@efa11547​ 

Agreed!

@efa11547​ 

How did you contact Support? I've not found an easy way to do that. In essence I thought that was what I was doing here.

Thanks.

So sorry for the inconveniences this has caused you, efa11547.We are currently checking it on our end and we'll let you know once it has been fixed. 

Hi, stallings.david! You may contact our other support channels here: Contact Trend Micro 

- TM_Rochelle

@efa11547​ agreed!

Hi, majestyk_2K

Normally the Trend Micro icon can be seen on the system tray upon startup. Is it the same on your end?

If not, try doing a manual update of the program. Just simply select the Trend Micro logo and choose the option Check for Program Updates. After the update follow the steps on this guide: 

Trend Micro Security does not start or turn on

- TM_Rochelle

Yes the icon usually appears and disappears just as quick but that has stopped and the icon now stays in the taskbar but serves no purpose other than to take up space.  I've already updates the app several times and it's updated itself with "Critical updates" several times that have changed nothing. I've also performed a complete un/reinstall just to get that out of the way but again, no change. I find it odd you're telling people to disable things in the startup menu that aren't even in the startup. I feel like your knowledge of your own product is somewhat lacking and that's very discouraging.  After all this time you've still done zero actual research into the issue. 

Hi majestyk_2k,

I have sent you an email where we can continue the troubleshooting, please confirm if you have received it. Thanks!

Awaiting for your response.

- TM_Angelo

@tm_angelo Hopefully you can work through this with @majestyk_2k to find the root cause, and best resolution, then share the results with the rest of this group.

I too have been having the identical problem for a few months now.  The taskbar (bottom-right corner) is not the issue -- it's the 2nd "running" icon in the middle section of the other section which shows running apps that is the issue.  We can right-click close it and it goes away, but we have to do this on each reboot, and it's unclear why it is there in the first place.

Hi, redrob.

Let us check on this further. I have sent you an email, please confirm if you have received it. Thanks!

Awaiting for your response.

- TM_Kim

@tm_angelo​ Unfortunately, after reading your previous responses, I can't bring myself to work with someone who knows less about the software than I do. I already know you're going to run me through a bunch of nonsense I've already done and frankly, I don't have time for that. 

Everything you've recommended is either basic troubleshooting or just completely wrong so I don't see what you're going to do to help me at this point. Unless you're one of the developers, which you're certainly not. 

@majestyk_2k​ If you don't mind me paraphrasing what you're writing, you're asking support to please escalate to a supervisor or someone at a higher level who can get to the root cause of this problem, and get it fixed.  Yes?

Apologies for the inconvenience, efa11547.

I have sent you an email, so we can assist you further. We will be waiting for your response.

- TM_Kim 

To tm_ kim:

Sent you a reply email. Have been down this road before, with non satisfactory outcome. SIMPLY FIX THIS ISSUE PLEASE.

We'll assist you via email to resolve your concern, efa11547. We apologize for the inconveniences.

-TM_Rochelle

Hi, Zeph

May I know if you have followed instructions or troubleshooting provided on this thread? Kindly try to restart the Trend Micro components.

1. On your keyboard, press and hold together the Windows key + R key.
2. In the open field, type supporttool and hit Enter or click OK. This will open the Trend Micro Diagnostic Toolkit.
3. Go to C(Uninstall) tab.
4. Click number 5, after a minute click number 2.
5. Wait for another minute, and click number 4.
6. Open the Trend Micro program and check if the issue persists.

Let me know how it goes.

-TM_Rochelle

@tm_rochelle​ Already tried! On restart, the icon appears again!

@Zeph​ Same here. "Send you an email, and Apologies. Why don't they simply fix the issue.

Hi, efa11547 

 An email has been sent to you regarding your concern. A further investigation will be needed to determine what is causing the problem. We would appreciate if you replied to the email so that we can be of further assistance to you.   

Thank you for you cooperation.

- TM_Rochelle

Have sent a reply email, with contact details. I have been through this exercise before, with no satisfactory outcome. Waiting to see if TREND MICRO have do anything to improve their ability to fix this issue. I honestly have my doubts, but would love to be proved wrong!!!

Hi, efa11547.

I have sent you a reply confirming the exact time of our callback. Let us assist you from there.

- TM_Kim

@tm_kim​ Reply confirmed, with amended callback time. 

Thank you for you response, efa11547

We'll schedule the callback on your preferred time to check your device. Thank you!

- TM_Rochelle

@majestyk_2k​ Agree, this is getting way beyond a joke. Why would you trust any company that can't even fix a simple issue, to protect you in a world full of IT viruses, scams, etc? They have had more than enough feedback on this issue, but appear to have NO ANSWER. They are worse than than the Medical Profession at the Moment: "Take this Medicine, and if that don't work, we'll try something else".. They need a BIG SHAKE UP!!!