Chrome and Firefox on Vista no longer work after update

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  • Updated 2 years ago
  • Solved
I have a 9 year old HP laptop running Vista SP2 that is slow but still works.  I've been running Trend Micro on it for years without issues except for it being kind of slow.  I have the latest version of Trend Micro Maximum Security on it, and everything was working fine until around a few months ago when I saw Trend Micro download an update.  After that, Google Chrome stopped working.  It will sit and eventually ask if I want to kill the page.  Internet Explorer still works, but it is so slow that I refuse to use it.  I then downloaded Firefox which was working for a bit, but eventually the same issue of hanging started.  

I have tried uninstalling/reinstalling Chrome, Trend Micro, and the steps on this link esupport.trendmicro.com/en-us/home/pages/technical-support/1038598.aspx without anything working.

If I exit Trend Micro, both browsers work again.  I've tried disabling the Trend Micro Toolbar, and that also doesn't seem to help.  I don't think I have a virus because I have scanned my computer with Trend Micro and Malware Bytes without any results.

I do not want to buy a new computer yet and don't think my computer could handle an upgrade to a new Windows, but I also do not like browsing the internet without virus protection.  I've been a Trend Micro supporter/user for 10 years now, but if I cannot get this to work, I will have to change to a different antivirus.

I appreciate any help.

Brittany
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bambam13

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  • very angry and frustrated

Posted 2 years ago

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TM_L, Official Rep

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Hi Brittany, sorry for not getting back earlier and we totally understand your frustration.

For your Google Chrome issue, we have a support article about this situation that should help you:
[Hotfix] Google Chrome is not working when Trend Micro Security is enabled in Windows Vista

For your Firefox issue, please follow the instruction below to see if the problem is solved:

Step 1: Disable the "Block potentially dangerous websites" setting

Double-click the Trend Micro icon on your desktop or on the system tray at bottom right corner of the screen to open the main console.
  1. Click on "Setting" (the gear icon). 
  2. Go to "Internet & Email Controls" and choose "Web Threats".
  3. Make sure to untick the boxes for the following option: Block potentially dangerous websites
  4. Click "Apply" then "OK" to save the changes.
  5. See if the problem persists.
Don't forget to re-enable your the setting after the confirmation.

Step 2: Disable the "Prevent Internet Explorer, Firefox, and Chrome from running malicious scripts on infected websites" setting
  1. Click on "Setting" (the gear icon). 
  2. Go to "Internet & Email Controls" and choose "Web Threats".
  3. Make sure to untick the boxes for the following option: Prevent Internet Explorer, Firefox, and Chrome from running malicious scripts on infected websites
  4. Click "Apply" then "OK" to save the changes.
  5. See if the problem persists.
Don't forget to re-enable your the setting after the confirmation.

Step 3: Stop User Mode Hooking
  1. Click Start > All Apps > Trend Micro Security > Trend Micro Diagnostic Toolkit.
  2. Click the (B) Uninstall tab.
  3. Untick the boxes for the following option: User Mode Hooking
  4. Click "Apply" then "OK" to save the changes.
  5. See if the problem persists.
Don't forget to re-enable your the setting after the confirmation.

It's quite a few steps to perform, but please do let us the result of your verification. We'll help you further when we hear back from you. Also, if the problem persists, could you provide a bit more details (e.g. version of your IE, Google Chrome and Firefox, the detailed description of the browser stopped working issue), so we can understand more background before recommending a solution. Thank you.

Trend Micro Home Users Community
(Edited)
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bambam13

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Thank you, Linda!  The hotfix for Chrome worked like a charm!  I very much appreciate it!
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TM_L, Official Rep

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Hi Brittany, thanks for your reply!

It's my pleasure to be helpful  : D  Please feel free to contact us anytime when you need help for Trend Micro products in the future. Thank you!

Trend Micro Home Users Community

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