After installing Trend Micro Max Security, I lost my wireless network

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  • Updated 1 year ago
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I have windows 10. After installing TM Max Security, my wireless net work no longer shows and I have no internet connection. I have to set up a new network, provide ISP, etc but that's not what I'm looking to do. I simply want to be able to select my wireless network and connect to it.

I had to uninstall it so I can get the wireless network back to be able to send this message. Any solution? Thanks.
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din.nguyen

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Posted 1 year ago

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TM_Jabi, Employee

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Hi din.nguyen and welcome to the community! 

Sorrytohear that you're encountering this issue.

To help you with this, you can try to follow some workarounds below:

Step 1: Perform a clean installation of the Trend Micro program.
- Use the Trend Micro Remnant File Remover Tool.
(Note: This hotfix removes any leftover Trend Micro files from your computers so that you can successfully install the latest version of your Trend Micro Security Software.)

- To install the Trend Micro program back on your computer, please click on this link.

Step 2: Check the Network and connection settings on your computer. 
- Click on the Start  button on your desktop. 
- Open Settings.
- Click on the Network & Internet  icon.
- Select Wi-Fi.
- Check if it is Turned On/Off.
- If it is turned off, try turning it on. 
- If it is turned on already, proceed to the next step.

Step 3: Update the network adapter driver
  1. In the search box on the taskbar, type Device Manager, and then select Device Manager from the list of results.
  2. In Device Manager, select Network adapters > the network adapter name.
  3. Press and hold (or right-click) the network adapter, and then select Update Driver Software > Search automatically for updated driver software. Follow the steps, then select Close.
  4. After installing the updated driver, select the Start   button > Power > Restart if you're asked to restart, and see if that fixes the connection issue.
If Windows can’t find a new driver for your network adapter, visit the PC manufacturer’s website and download the latest network adapter driver from there. If your PC can't connect to the Internet, you'll need to download a driver on a different PC and save it to a USB flash drive, so you can manually install the driver on your PC. You’ll need to know the PC manufacturer and model name or number.

To manually install the network adapter driver, do one of the following, depending on what kind of file you downloaded from the PC manufacturer’s website:
  • If you downloaded an executable (.exe) file, just double-click the file to run it and install the drivers. That should be all you need to do.
  • If you downloaded individual files, and at least one file has a .inf file name extension and another has a .sys extension, do the following:
  1. In the search box on the taskbar, type Device Manager, and then select Device Manager from the list of results.
  2. In Device Manager, select Network adapters > the network adapter name. (If it’s not listed there, check in Other devices.)
  3. Press and hold (or right-click) the network adapter, and then select Update Driver Software > Browse my computer for driver software.
  4. Select Browse > select the location where the driver files are stored > OK.
  5. Select Next > follow the steps to install the driver > Close.
  6. After you've updated the driver, select the Start  button > Power > Restart if you're asked to restart, and see if that fixes the connection issue.
Please let us know the solutions above works. Any update regarding this issue will be greatly appreciated. 
Thank you! 

Trend Micro Home Users Community
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claudiu_botezatu

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Hi TM_Jabi,

The OP said "after installing TM Max Security, my wireless net work no longer shows and I have no internet connection"

How can he/she "visit the PC manufacturer’s website and download the latest network adapter driver from there"???????

(Edited)
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TM_Victor, Employee

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Hi @claudiu_botezatu,

Thank you for posting your query here.

It is possible to temporary disable the Trend Micro program installed on the computer by following the procedure on this link below and with the program disabled, he/she may then proceed in visiting the PC manufacturer's website for the download and update of the driver.

Disabling or enabling your Trend Micro Security software

Any update regarding this issue will be greatly appreciated. 

Thank you! 

Trend Micro Home Users Community
(Edited)
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boardmanwj

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I was thinking I would have to get advice from TM on how to go about allowing my wireless connection, but the disabling idea was much easier!
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din.nguyen

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Thank you all. I'll attempt to update my driver and then reinstall TM again this weekend. If all fails, I've saved your responses/tips to see if that works. Will update then.
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TM_Dianne, Employee

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Hi din.nguyen,

Thank you for your response. Please let us know the update and the progress of this case. We are more than willing to help you further.

Thank you for your patience with us. :)

Trend Micro Home Users Community