Folder Shield empty box

  • 1
  • Problem
  • Updated 10 months ago
  • Acknowledged

Hello,

I'm using trendmicro maximum security folder shield.
I chose E drive folder to protect and now I want to change the selected folder.

When i click 'configure' (Data- Folder Sheild- Configure) and input password,
it supposed to show the page i can select the folder,  but the empty box only shows.(i added the screenshot)

To solve this problem,  I want to try delete maximum security and re-install it ,
but I'm afraid that E drive will be locked. because it is encrypted with my password.

My PC is Win7 64 bit.

Please help me to change the folder.

Thank you.

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ohviolet

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Posted 11 months ago

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ohviolet

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TM_JustineM, Employee

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Hello ohviolet and welcome to the community!

Apologies for the late response.

May I ask when you click on the "Folder Shield" on the task bar does it still show an empty window? And does this always happen when you close and reopen the program? Furthermore you said that you have a password protect when you configure the Folder Shield, is this password protect on the Trend Micro program? If so you can uninstall the program using the Diagnostic toolkit so that every file of the program is removed including the password. You can click on this link for you to see the steps on how you can uninstall the program using the diagnostic toolkit.

Uninstalling Trend Micro Security and older programs for Windows using the Diagnostic Toolkit

Once you have uninstalled the Trend Micro program using the diagnostic toolkit, you can reinstall the program by following the steps on this link.

Installing Maximum Security 2017

I hope this is able to help you with your concern. Please feel free to comment, post or check other topics on this community.

Thank you!

Trend Micro Home Users Community
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ohviolet

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Hello Justine,

Thank you for the reply.


May I ask when you click on the "Folder Shield" on the task bar does it still show an empty window?

-> Yes, it still shows empty window.

And does this always happen when you close and reopen the program?

-> I realized this when i tried to change the selected folder to protect this time.
 

Furthermore you said that you have a password protect when you configure the Folder Shield,
is this password protect on the Trend Micro program?

-> No it is the password for Folder Shield feature.

I'm worried that i will lose all my E drive data if i delete existing trendmicro program and reinstall it.

Is it really okay to delete trendmicro program?


Thank you.


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TM_Kiko, Employee

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Hello ohviolet ! Thanks for your quick response.

Allow me to continue guiding you with this feature.

Just to clarify, the Trend Micro Folder Shield Feature does not require any password. I have tried setting it on another folder and it does not seem to ask me of any. Anyway, this is how I did on my end.

I opened the Trend Micro Console and selected Device:

                                                  

Selected Configure on the Folder Shield Option:


                                                

Then Clicked on the current location stated on that part (it is highlighted in blue).

                                                   

I just selected the folder that I wish to be protected from there and it was all set after I have clicked on OK.

                                               


If I am sensing this correctly, you might be referring to the Trend Micro Vault feature. That is the one that will be asking for the Password to have it accessed and modified. This feature also encrypts your files for better protection and uninstalling the Trend Micro program may also delete the files inside the vault if you will try to uninstall it through the tool that you were provided with on the first response that you have received.

Can we see a screenshot of the whole process that you are trying to access and modify the folders protected by the folder shield so we can compare it from the other features?

We are looking forward to your response.

Trend Micro Home Users Community
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ohviolet

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Hello

Thank you for your reply.

Sorry for the confusion,  no need to enter password.

and I would like to get hotfix tool when folder shield configure page doesn't work.

Please check my folder shield empty box screenshot.

Thanks



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TM_Cj, Employee

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Hello ohviolet and thank you for your reply.

Eventhough you reinstall the Trend Micro program while the Folder Shield is configured on a certain folder, the files inside it will not be affected and you will not lose any files. You may now proceed with reinstalling the program and afterwards, kindly check if the issue still persist.

Thank you and have a great day!

Trend Micro Home Users Community
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ohviolet

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Hello

I deleted trendmicro program using below uninstall tool and remnant file remover tool both and reinstalled but the issue still persist.

Uninstall Tool

https://esupport.trendmicro.com/en-us/home/pages/technical-support/1111723.aspx?_ga=1.73479760.31535...


Remnant File Remover Tool


https://esupport.trendmicro.com/en-us/home/pages/technical-support/1104912.aspx?_ga=2.28890548.94106...

May i ask why this empty window shows instead of configure page?

and please provide me hotfix tool for this issue.

Thannks


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TM_Ely, Employee

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Hello ohviolet and thanks for your reply.

I would like to apologize for the late response.

Since you've already reinstalled the Trend Micro software on your computer and the issue still persists, I would like to inform you that I've noticed that you're using Trend Micro Maximum Security version 12, which is a beta build of the software. It is not yet official that’s why there are some issues that can’t be resolved yet. I suggest, as for now, please use the version 11 of the software and wait for the official release of the version 12. You may wait for the official release sometime in the 4th quarter of this year.

Here’s the direct download link of Trend Micro Maximum Security version 11:

TrendMicro Maximum Security version 11



Thank you and have great weekend!


Trend Micro Home User Community
(Edited)
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ohviolet

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Hello, thank you for your reply.

Actually, the screenshot i attached 2 weeks ago (you can find it above) is the empty window from Ti11.

but I found the same issue still persists in Ti12.

so would you please provide me if there is the hotfix for this issue in Ti11?

because the foldershield is the feature that i most wanted from trendmicro program.

also i hope this issue in Ti12  will be fixed soon.

Thanks.

  




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TM_Kaye, Employee

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Hi @ohviolet!

Thank you for your timely response. I do apologize that you are encountering this issue when using Ti11 and Ti12 version of the program.

Kindly install again the Ti11 version of the program for we need to generate a logs so that our Level 2 engineer can check and verify the error that occur when configuring the Folder Shield.

After installing the Ti11, kindly follow the steps below.:

1. On your keyboard, press the Windows Key + R keys.

2. Type in "supporttool", then press OK. This will open the Trend Micro Diagnostic Toolkit.

3. Click 1. Start Collecting Data.

4. Kindly configure again the Folder Shield. Take note of the time when the issue occur and provide it to us.

5. Click 2. Finish Collecting Data.

6. Wait for the toolkit to finish collecting data, then click Close. The archive folder containing the debug log will open. 

The default location of the debug log is C:\Program Files\Trend Micro\Titanium\Archive.

7. Attach the debug log on your next reply. 


Thank you and have a wonderful week ahead!

Trend Micro Home Users Community
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ohviolet

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Hello

I prepared the log data as attached image but i can't find the file attach button here.

I got the popup window that says the log transferred to Trendmicro and there is ID and  SPN GUID information so can you please find the log?

The attached images are Ti11 empty window and SPN GUID information.

Thanks.





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TM_JustineM, Employee

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Hello ohviolet and thank you for the prompt response.

Apologies for the late reply, we are currently checking the debug log that you generated. And we will provide you any information that we may find once the reading is complete.

Thank you and have a wonderful day!

Trend Micro Home Users Community