R
Neophyte

Neophyte

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1 Message

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100 Points

Friday, May 5th, 2023 12:11 AM

Closed

Answered

Trend Micro will not update

On the main console, says !Unable to connect to Trend Micro. Please check that you are connected to the internet, then click Update Now to receive the latest updates. I am connected to the internet and when I hit "Update Now", I get a small pop-up that says Trend Micro Internet Security at the top, a yellow yield sign with an exclamation point inside, and an "OK" box. I hit OK and it takes me back to the main console with the same !Unable to connect message.

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Brand User

Trend Security Expert

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51 Messages

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1.1K Points

1 year ago

Hello @rizzo89,

 

Thank you for joining Trend Micro community!

 

Apparently, this problem is possibly caused by a missing component in the update. We created a hotfix to address this issue.

To try our hotfix, you can try these steps: 

1. Temporarily disable Trend Micro program on your computer.

2. Download the following hotfix here.

3. Right-click and download Ti_1773_win_en_plugVizor_NCIE_hfb17.7.1638.exe
4. Double click the file.

4. Click Yes when the User Account Control window appears.

5. Follow the prompts to install the hotfix.

6. Restart your computer to apply the changes.

 

Let us know if the issue has improved.

regards, 
tm_darlene

(edited)

Neophyte

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2 Messages

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100 Points

1 year ago

I am also having this same problem, but when I click on the hotfix link it comes up with an error message saying the link has expired. 

Brand User

Trend Security Expert

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857 Messages

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34.5K Points

Hi, @destiny_squid​ good catch!

I updated the link in the steps from @tm_darlene.

Alternatively, you go to this Help Center page for the hotfix.

Let me know how it goes!

Neophyte

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2 Messages

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100 Points

I had accidently uninstalled the program.  When I reinstalled it - so far it is working fine.  Hoping that I don't need to do anything more for now.

Brand User

Trend Security Expert

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857 Messages

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34.5K Points

@destiny_squid​ thanks for the update! 

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