Email - Crashing and protection

  • 1
  • Problem
  • Updated 1 year ago
  • Solved

I'll be brief. I was cleaning out my emails via the web-based service in Gmail through Chrome. Came to my spam emails and opened one or two. When I clicked on one of them, everything instantly became scary. First, chrome froze. Then, every program on my computer froze. then, my mouse stopped responding to movement. Finally, my audio - I had music playing - stopped. I ended up slamming the reset button and hard resetting the PC, and it seems completely normal now. Still, I'm very - very - worried. The email never opened - it's still unread in my spam inbox - so how could simply opening an email (since the text in it is just basic HTML text, it would have been partially loaded for Gmail to give me a preview already) totally END my PC? 

I shouldn't have to add this, but please kindly refrain from simply telling me my computer's infected. If it is, please let me know to what extent I have to go to fix this - Trend's specialised toolkits, a format-C, or taking a hammer to my hard drives for good... Whatever the issue, please let me know, and be kind. I'm worried enough as it is. :)

My PC:
i5 3470
Asus Strix R9 380 OC 4GB
Kingston 120 GB SSD + 300 GB WD HDD + 500 GB Seagate HDD
FSP Hydro 600W

Running Trend Maximum Security 2017. ATTK toolkit ID #901.
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  • Very, very worried, and not looking forward to ANOTHER REIMAGE...

Posted 1 year ago

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Official Response
Hello @hbd151!

Thank you for your response. I am having an excellent day, I do hope you're having an excellent day as well.

To answer your question, Google Chrome has what they call extensions wherein they are apps that can be seen on the web browser but it might not be listed on your Programs and Features. To manage the extensions on your Google Chrome, you may open up your Google Chrome and click on the settings button and choose "Extension". Inside the extension, you will see all of the apps you have enabled or installed on your Google Chrome browser.

Regarding your second concern, you mentioned that Trend Micro doesn't do anything about the Malware that are already inside the computer or already downloaded. There are some Malware specifically called Grayware that needs user intervention to install and they are exploiting the end user license agreement of valid or legitimate software that's why we are unable to proceed with deleting or stopping them from being installed but you may always contact us to assist you with this kinds of issue. Just to set your expectation, with removing this kinds of applications we need user's permission to prevent any complaints or legal actions.

Please do not hesitate to contact us if you are experiencing any issues with your Trend Micro program specially if you suspect that your computer has a Malware so we can assist you immediately. Kindly refer to the link below to know the different ways of contacting Trend Micro Support.

Ways to Contact Support 

Thank you and have a great day!

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