DSL Modem and settings problem.

  • 1
  • Question
  • Updated 2 years ago
Why does Settings, Extra settings, Extra Security disconnect my DSL modem from the internet? I have to set Extra Performance to avoid the problem.
Photo of rpl

rpl

  • 92 Points 75 badge 2x thumb

Posted 2 years ago

  • 1
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 18,880 Points 10k badge 2x thumb
Hi rpl,

And what does the middle (default) ??

Kind regards,
Tom
Photo of rpl

rpl

  • 92 Points 75 badge 2x thumb
Thanks Tom. The "Balanced setting" in the middle worked OK for the one test I just did. If it continues to work, great, you've solved the problem for me!. Although I bought the product named Maximum Security so that I could get Maximum protection, and this isn't quite that.

Similarly, I had a Spyware virus that "Quick Scan" missed and "Full scan" found and removed.

I'm looking for the tightest security, because my email account was stolen recently and used for a Spam Phishing scheme. My email account was subsequently locked, and I latergot a nasty email from the "abuse team".that monitors the particular email system.   
Photo of TM_L

TM_L, Official Rep

  • 15,740 Points 10k badge 2x thumb
Hi Tom, thanks for the reply!

Hi @rpl, welcome to Trend Micro Community! 

System Startup feature should not disconnect your DSL modem from the internet since it's a feature that Trend Micro Security can change the loading speed of your security drivers to help your computer start up as quickly as possible or provide the strongest security as soon as possible. It only changes the loading speed, won't change the protection.

For your email account issue, we have an Antispam Toolbar to protect you from spam mail but Trend Micro Security cannot avoid your email account being hacked. The only way to avoid your mail account being hacked is to change your email account's password regularly.

If the above explanation doesn't address your concern, could you provide the following information for us?
- How do your connect with your DSL modern? (e.g: Before connected to the Internet, do you connect to the DSL modem with any programs?)
- What is the type of your DSL modern?
- Is there any error message appears when the DSL modern disconnect? If yes, please provide a description or picture of the message.

Thank you!

Trend Micro Home Users Community
Photo of rpl

rpl

  • 92 Points 75 badge 2x thumb
The modem is an Actiontec Q1000.., bought from my ISP (Century Link). When working  the Century Link connection gives a download speed of 23.1 Mbps. Upload speed is 0.82 Mbps.
 My main computer is connected to it through a USB port. No programs are involved. While I agree that the System Startup feature should not disconnect the modem, I assure you that it does when set to Extra Security. There is not an error code but my Windows 10 System tray has an icon for Internet access which will show the disconnect with a Yellow flag on the icon and a Network not connected message when I click on it. Plus, of course my google Chrome browser will not function.
Trend Micro found spyware on my system, which I think might account for the email password hack. I have no particular problems with spam emails, other than an occasional obvious phishing ploy.

Before installing your product, and now with  the balanced setting chosen, the Actiontec DSL modem works fine for connections from my spouses laptop in another room, as well as a functional link to my Samsung BluRay where I have Netflix, YouTube, and Pandora set up.

I wonder whether the Extra Security setting is flooding the system with too much data too fast, or something? Something is disabling the modem with that setting.   
Photo of TM_L

TM_L, Official Rep

  • 15,740 Points 10k badge 2x thumb
Hi @rpl,  thank you for providing the detailed situation. 

I'm afraid that we are not able to help you here since we might need you to provide more related information for further investigation, so we've passed this issue to our support center, along with our conversation history here. Our spport agent will contact you to assist soon. Thanks.

Trend Micro Home Users Community