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Neophyte

Neophyte

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6 Messages

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260 Points

Fri, Feb 11, 2022 9:36 AM

Closed

Resolved

On startup taskbar icon won't go away

Hello,

Usually after starting my computer the Trend icon appears for a moment on the taskbar and then disappears.

For about a week now the taskbar icon won't go away. When I left click on it nothing appears on my desktop. I can right click the icon and close it but I'd rather not have to go through this every time I start my computer.

There was an update since this started happening and I hoped that downloading the update would provide a fix for it but unfortunately it didn't.

Please help!

Thanks.

efa11547

Hotshot

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25 Messages

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710 Points

5 months ago

To whom it may concern: and pass this email on to senior management.

 

WHAT SOLUTION?

I have never received any solution, yesterday, day before or any time recently, only  system generated emails asking “if the solution we provided yesterday has helped resolve your concern.”

 

And as far as sitting through another call back, I have wasted enough time, been through Reinstalls, Logs sent, other attempts suggested, with no improvement of the situation.

 

 I appreciate the extension to my subscription by TREND MICRO, but the honest truth is:

 

If they can’t fix a simple issue after hours of time spent with a consumer, who has more than co-operated with them to date, but who has run out of patience,  would you yourself trust their software to protect you ?

Come on Team, how many goes at fixing this issue do you need?

 

AND DO NOT SEND ME ANY MORE SYSTEM GENERATED EMAILS: YOU HAVE MY PHONE NUMBER, CALL ME BACK WHEN YOU HAVE A SOLUTION.

Kind Regards

Neophyte

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11 Messages

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240 Points

5 months ago

Just an update, I just got another 'Critical" update on my Antivirus and yet there's that icon, still hovering in my taskbar doing nothing.  I get the impression you guys aren't really looking into this at all. 

What exactly is it you need in order to come up with a resolution for this? We've already determined that reinstalling does nothing. I've since upgraded my hard drive and reinstalled a clean copy of windows, after which the same issue still happens so I'm pretty sure this is on your end, not mine and I find it hard to believe you're not able to reproduce it. 

I feel like the people reading these messages are simply doing nothing other than just circling around the generic troubleshooting steps. You either do not have a path to reach out to someone higher up who can actually look into the issue, or you're being lazy and not bothering to bring it up to those people. 

Either way, I'm very surprised this thread is still going on after so many months of 'looking into it'. Now we're just getting smoke blown up our asses. 

efa11547

Hotshot

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25 Messages

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710 Points

@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!!

Brand User
tm_kim

Legend

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682 Messages

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10.1K Points

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

efa11547

Hotshot

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25 Messages

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710 Points

@tm_kim​ 

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

Brand User
tm_kim

Legend

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682 Messages

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10.1K Points

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

efa11547

Hotshot

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25 Messages

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710 Points

@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.

Brand User
tm_kath

Legend

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729 Messages

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13K Points

5 months ago

Great day folks!

Your Trend Micro community needs you!

We are investigating this concern where the Trend Micro icon won't go away from the taskbar. If you are experiencing the same concern, you can help us by providing Trend Micro product logs. The logs will help our developers identify the root cause of this concern. Our senior engineers will help you generate it.

Leave a comment below and we will contact you via email.

redrob

Neophyte

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13 Messages

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340 Points

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

Brand User
tm_kim

Legend

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682 Messages

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10.1K Points

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

(edited)

efa11547

Hotshot

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25 Messages

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710 Points

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.!!!

redrob

Neophyte

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13 Messages

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340 Points

@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.

efa11547

Hotshot

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25 Messages

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710 Points

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

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