cannot print web page

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  • Problem
  • Updated 2 years ago
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Since I have renewed subscription to Trend I am unable to print anything directly from the web.  I can print from Word or email.  When I try to print a web page now the message is "There was an internal error and Internet Explorer is unable to print this document" 

I am using Trend Micro Internet Security.  Never had a problem before.  I am on Win 7, and using ie11

Any suggestions?

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gdtobin

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Posted 2 years ago

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TM_L, Official Rep

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Thank you for renewing Internet Security! Regarding your situation, let's isolate to make sure the blocking is due to Internet Security or not. Here's a reference doc to for the steps:
Disabling or enabling your Trend Micro Security software

Please let us know after disabling Internet Security, the printing issue is solved or not. If the problem persists, could you provide a bit more detail (e.g. screenshot of "There was an internal error and Internet Explorer is unable to print this document” is shown, if you can print on other browsers), so we can understand more background before recommending a solution. Thanks!

Trend Micro Home Users Community 
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gdtobin

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Thanks.  I did that...disabled Trend and tried to print no luck.  I can print emails and word documents but not web page 

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TM_L, Official Rep

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Thanks for your reply. Looks like despite after disabling your Internet Security, you still can't print web pages. Let's try disabling Trend Micro Internet Explorer Toolbar to check if this is the cause. We have a support document which explains how to disable Trend Micro Toolbar:
Disabling the Trend Micro Toolbar of Trend Micro Security software

If the problem persists, we're afraid that this issue is not cause by Trend Micro Security software, we suggest reset your Internet Explorer settings, here's a reference doc for the steps: 
How to reset Internet Explorer settings

Also, here's a Microsoft support doc on the Internet Explorer printing issues for your reference:
Unable to print or view the print preview of a webpage in Internet Explorer

Please try and let us know if this resolves your issue. Thanks!

Trend Micro Home Users Community
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gdtobin

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Thanks Linda.  I tried all three processes that you suggested but no luck with them.  I wondered if it was because of the Trend Security that the problem arose because it happened at the same time as I renewed subscription.  Would I be better to completely take Trend off my PC do you think?
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TM_L, Official Rep

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We're so sorry that the above solutions can't resolve your problem. Taking it off is not a good idea, since it'd leave your PC vulnerable to threats. We would like to suggest that you reinstall Trend Micro Internet Security to check if it fixes this issue. Please follow the steps in support page below to re-install Internet Security:
Reinstalling the latest version of Trend Micro Security program 

Also, would it be possible to use a different browser to print?

If the problem persists, please call our support center directly to help you more efficiently, as they're equipped with better tools to diagnose and troubleshoot. Please see the link below on how to contact our support center:
Ways to Contact Support (look for the "Call Standard Support" section at bottom left and choose " Australia ")

We're sorry we cannot help you here as solving this issue in community would take much longer. Thank you for your continual use of Trend Micro product!

Trend Micro Home Users Community