C
Neophyte

Neophyte

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6 Messages

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200 Points

Thu, Nov 4, 2021 6:27 PM

Closed

Resolved

Trend Micro Internet Security 2022 freezes my computer.

Hello,

There is a serious problem with the 2022 version (17.7), I cannot use my computer anymore.

Once Trend Micro Internet Security 2022 starts the computer freezes; I have to unplug it, restart in safe mode with network support.

In safe mode Trend Micro Internet Security 2022 does not start, that's how I guessed that it was the problem, I uninstalled it and my Windows starts normally, it does not freeze anymore.

Windows 7 professional x64, up to date.

Sincerely.

Neophyte

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2 Messages

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100 Points

1 year ago

Sorry to here about your freeze-ups. I just started using Trend Micro and starting to resent I did.

Neophyte

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6 Messages

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200 Points

1 year ago

I would like to add a clarification ; I have switched back to Trend Micro Internet Security 2021 (17.0) and I have no problem, my computer does not freeze anymore.

Version 17.7 has a problem on Windows 7 ; you have a bug !

Brand User
tm_angelo

 Superstar

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445 Messages

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8.6K Points

1 year ago

Hi connaissance,

 

I have sent an email regarding your concern. We'll assist you from there, let me know if you have received it.

 

-TM_Angelo

Neophyte

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6 Messages

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200 Points

@tm_angelo 

Hello,

I did not receive any email, could you please try again ?

It is not to mention that TrendMicro, both version 2021 (17.0) and 2022 (17.7) have a serious problem with indexing emails with Thunderbird software. The Mozilla Foundation website confirms this. We must make Thunderbird an exception.

Thank you in advance.

Brand User
tm_darryl

Hotshot

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23 Messages

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520 Points

Hi ,

 

I have resent the previous email. Please let us know if you've received it. Please check the other folders on your email account as well.

 

-TM_Darryl

Neophyte

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6 Messages

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200 Points

Hello @tm_darryl

I have responded to the email I received.

I don't think that the problem can be fixed live.
Once the version of Trend Micro Internet Security 2022 (17.7) is started, the computer freezes completely, the mouse does not move, no keys work, the computer does not go to sleep, the clock also remains frozen.

I observed that the computer locks up, freezes, during the startup of Trend Micro Internet Security 2022 (17.7) ; Windows 7 pro x64.

In Safe Mode with network support, Trend Micro Internet Security 2022 (17.7) does not start and the computer does not freeze, so I uninstalled Trend Micro Internet Security 2022 (17.7), so in normal mode everything works.

Besides, I don't live in an English-speaking country, I'm in Europe.

The version Trend Micro Internet Security 2021 (17.0) does not block the computer, Windows 7 pro x64.

However, there is a problem with Thunderbird, I have the same problem as this person :
https://support.mozilla.org/en-US/questions/1327415

I applied the solution : put Thunderbird in the exceptions, but ....

Thank you very much.

(edited)

Brand User
tm_darryl

Hotshot

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23 Messages

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520 Points

Hi ,

 

Thank you for providing this information. We sincerely apologize for the inconvenience. We'll have to further check on this issue and I would like to ask for further information about the affected device. Please provide us the following:

 

1. Installed processor and RAM

2. Version and build number of the Windows 7 Operating System

 

Also, if possible, please try reinstalling version 17.7 of Trend Micro Security again, and please check the CPU usage of the Trend Micro processes through the Task Manager.

 

-TM_Darryl

davevt31

Hustler

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60 Messages

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1.5K Points

1 year ago

Probably an issue that Windows 7 is no longer supported.

Windows 8.1 and above are listed as the system requirements.

Brand User
tm_kim

Legend

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682 Messages

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10.1K Points

Hi, davevt31.

Windows 7 is still supported as long as it is Service Pack 1.


- TM_Kim

Neophyte

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6 Messages

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200 Points

Hello @davevt31 ,

Windows 7 SP1 is still updated, until 2023, for professional licenses, in this case, people who have a maintenance contract with Microsoft Corp.

As long as you have a contract, the parties are obliged to honour it and the end of the maintenance contracts is in 2023.

Greetings. 

Neophyte

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2 Messages

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100 Points

@davevt31​ 

Dave i was using Windows 10 whe  the problem first  started.
I was then given the option to upgrade to Windows 11 so i reinstalled it same from promlem.

Legend

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753 Messages

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13.4K Points

Hi, largebird69

 

Would it be okay for you to try the instruction on these links then check if it will help the performance of your device?

How to speed up your slow PC

 

How to use PC Health Checkup

 

Let us know how it goes.

 

- TM_Rochelle

Neophyte

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6 Messages

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200 Points

1 year ago

Hi tm_darryl,

It's impossible for me to check anything with the 17.7 version, because Windows 7 SP1 freezes, it doesn't move anymore, everything is definitely blocked, the keyboard is blocked, the mouse, the screen, everything.

The only way I have left is to turn off the computer, to remove the eclectic plug.

With version 17.7, I can only use Windows 7 SP1 in Safe Mode because Trend Micro Internet Security doesn't start.

So I'm sorry, I can't help you understand the problem, but I can answer some questions.

- 16 GB Ram

- Intel® Core™ i7-2720QM Processor 
https://ark.intel.com/content/www/us/en/ark/products/50067/intel-core-i72720qm-processor-6m-cache-up-to-3-30-ghz.html

- Windows 7 Professional SP1 x64 bits ; Build : 7601 ; Version : 6.1

- Computer : Dell WorkStation Precision M4600 - Exactly this one:
https://www.dell.com/support/home/en-us/product-support/servicetag/0-SkJ5b0tKM1ZBd2FON3B1MXFCRmk1Zz090/drivers

- Motherboard : Dell Inc. 08V9YG A00

- Chipset : Intel QM67

- Graphics Card : AMD (ATI) FirePro M5950 Mobility Pro Graphics

Greetings. 

Brand User
tm_kim

Legend

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682 Messages

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10.1K Points

We have sent you another email, connaissance. Let us know if you have received it by sending us a response and we will be happy to assist you from there. Thank you!

 

- TM_Kim

Neophyte

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2 Messages

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100 Points

6 months ago

Have same problem with my wife's HP Laptop.
Once it has booted up and i attempted to open a browser the laptop would freeze.
contacted Trend Micro, said it works fine with all Laptops so reinstalled it, same problem, uninstalled problem gone.
Problem gone, and so is Trend Micro.
can't pay for a Anti Virus program on a brand new laptop that doesn't not work, and Trend don't appear to give a bugger.

Brand User
tm_kim

Legend

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682 Messages

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10.1K Points

Hi, largebird69 and khaliomer.

 

Apologies for the inconvenience you are experiencing. Kindly follow the steps below and let us know if the issue still persists:

 

1. Check and delete all Trend Micro folders and files manually in the following locations:
○ Program Files
○ Program Data
○ AppData
2. Delete Temp and %temp% files
3. Empty the Recycle Bin
4. Run the Remnant File Remover Tool.
5. After that, restart your computer then install it using the installer on this link: How to install Maximum Security

 

Let us know if you need further assistance.

 

- TM_Kim

Neophyte

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1 Message

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70 Points

6 months ago

I'm facing the same problem

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