On startup taskbar icon won't go away

@majestyk_2k​  Yep ,spot on, they keep telling me that the problem has been 'Escalated to a higher level, and are taking this matter very seriously", and I have spent hours on the phone to them, done all of the "Remedies" and still the same issue. After I demanded compensation, they extended my subscription for 5 months, the amount of time this issue has been happening. Even had a Supervisor ring me, and tell me they are working on the issue, and wanted me to let them have access to my computer for even more "LOGS". Numerous emails ,attempts to fix it, and no better off. I have told them not to send any more emails asking for callbacks, and call me when they have a solution. My suggestion is, call them back, demand compensation. One day they will wake up and find that telling people lies, fogging them off with "Sorry, We Apologise", is going to cost them dearly, Because as you say, they really don't give a bugger, and one wonders about management, that they haven't attended to this issue, as I have been told on several occasions, that the problem has been sent 'UP STAIRS" to a higher level. WHAT A LOAD OF CRAP!!

Hi, majestyk_2k.

I have sent you an email regarding this case. Please send us a response, and let us assist you from there.

- TM_Kim

@tm_kim​ 

Here we go, another email, promising assistance . These people are unbelievable!! They simply have NO ANSWER.!!

Hi, efa11547.

Some information wasn't cleared on the logs collected from your computer that's why we need to get another set of it. Apologies for the inconvenience, we are doing our best to create a solution for this issue as fast as we can.

- TM_Kim

@tm_kim​ Sorry, I have run out of patience. Ever since Trend Micro were in my computer, I have desktop icons that relate to nothing, my system has root files that clog my directory, that stay open every time I open it, and have done nothing to fix this issue after hours of wasted time. There is no way you are getting access to my system again. I do not trust Trend Micro , and want to hear from somebody in management , to insure that this problem is fixed. And why wasn't " some information" cleared from previous logs. The last "TECHNITION" I spoke with ,simply wasted my time, and from her actions on screen, and didn't have a clue as to what she was doing, and the link dropped out several times, and I had to relog her in on 3 occasions.

I, along with many others have lost all faith in your product.

@tm_kath​ Can you please post the simple instructions here on how to generate the logs they want, and how/where to submit them?

Hi, @redrob.

Generating debug logs can help our Trend Micro Technical Support Experts diagnose product issues you experience on your Windows computer. You may follow the steps below:

1. Press the Windows and R keys on your keyboard to open the Run window.
2. In the Open field, type supporttool.exe, then click OK.
3. Click Yes when the User Account Control window appears. The Trend Micro Diagnostic Toolkit will open.
4. On the (A) Debug tab, Click 1. Start Collecting Data. Wait as Trend Micro is setting up the log collection on your computer.
5. Replicate the steps you made when you encountered the issue or error.
6. Make sure to take note of the time on your computer in every step that you do. Especially on the part where the issue started up to the time it ended.
7. Click 2. Finish Collecting Data.
8. Kindly take note of the Support Token ID.
9. Click Close after the Toolkit finishes collecting and sending data.
10. The folder containing the debug log will open. Its default location is C:\Program Files\Trend Micro\Titanium\Archive.
11. Send us a message here once the file is ready then we will email you. Reply with the time stamp you took during replication and the token ID, so we can start checking the logs.

- TM_Kim

Replicate the steps you made when you encountered the issue or error.Our senior engineers will help you generate it.

Same as we have always done, simply log onto our computers. SoTrend Micro want us to do all the work for them. Went through all this "LOG DATA COLECTION", and achieved nothing.!!!

@tm_kim​ step 5 "reproduce the problem" may not work here.

Reproducting it essentially is just to reboot the computer and wait for the minimized window to appear on the bottom bar which shows running programs.

Rebooting will kill your log collection process, yes, making it no longer collecting the logs when the problem starts.

They haven't got a clue as to what to do, and NOT ONE OF THEIR SO CALLED "SOLUTIONS" HAS HELPED AT ALL.