Cannot Update Trend Micro Antivirus For MAC

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  • Updated 2 years ago
  • Solved
I cannot update Trend Micro Antivirus for MAC. its say "Cannot connect to the server, please check your internet connection....."
My Internet Connection is ok. I can download file and browse and i don't use proxy. Can anyone help me?
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steven_jakarta90

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Posted 2 years ago

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TM_Claudia, Employee

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Thank you for asking here! The error message you mentioned might appear when the internet connection is unstable. Please try to connect to a different network or try wired connection if you're connected wirelessly.

If the problem persists, please provide below information:
- Which ISP are you using?
- Which OS version are you using?
- What type of connection are you using? (home/office network/hotspot, wired/wireless)

 We will assist you as soon as possible after we receive above details.  

Trend Micro Home Users Community
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steven_jakarta90

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Thank you for Support. I already try with another internet connection, but still same. 
My ISP : DSL Modem
OS : MAC OS X El Capitan
Type of Connection : Office Network, wireless

Im check my Connection using diagnostic tool and here the result, there's error in step 2.
Perform: Step 1: Check System Proxy InformationSaved system proxy in /tmp/SupportTool/network-20160926141129/SystemProxy.plist
Perform: Step 2: Check the Active Update Website
Getting AU URL was not successful
Perform: Step 3: Try to Open a Website
Try to connect http://www.trendmicro.com/ via NSURLConnection
http://www.trendmicro.co.id/: Get response
Connection finished, saved file /tmp/SupportTool/network-20160926141129/NSURLPage.html
Perform: Step 4: Test the Internet Connection 
Try to connect http://www.trendmicro.com/ without system proxy via CFHTTP
http://www.trendmicro.com/: Connected successfully, status Code = 301
Try to connect http://www.trendmicro.com/ with system proxy via CFHTTP
http://www.trendmicro.com/: Connected successfully, status Code = 301

what must i do to fix Getting AU URL was not successful this error

Thanks You
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TM_Claudia, Employee

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Thank you for the information provided. It seems that the error is caused by cannot getting Auto Update URL. We have a Hot Fix that address this issue, if you are using Antivirus for Mac 2016, please give it a try:
[Hotfix] “Unable to Download Update: Could not Connect to the Update Server“ 

You can also upgrade to Antivirus for Mac 2017 and confirm if the update runs properly:
Upgrading your Trend Micro Security for Mac to the latest version

Please let us know if the solution works for you. Thank you.

Trend Micro Home Users Community
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steven_jakarta90

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Thanks fast reply mrs/ms Claudia, I will try it, and i will inform to you for the result.
I hope it will be a solution.

Thank you.
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steven_jakarta90

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Dear Ms/ Mrs Claudia,

Sorry For Late Reply,
That Hotfix Worked, I can update my Trend Micro Internet Security.

Thank you so much.
We appreciated for the best support.
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TM_Claudia, Employee

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Thank you for your reply! I am so glad to hear that the Hot Fix works well for you!

Please feel free to post questions or report issues here in this community in the future : -)

Trend Micro Home Users Community

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