I am having a problem with the Trend VPN setting on my iPhone and iPad.

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  • Updated 3 weeks ago
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I am having a problem with the Trend VPN setting on my iPhone and iPad. The setting connects on demand and disconnects me from my home wi-fi and the Verizon network, therefore I have no internet connection. I shut off the connect on demand setting within the content sheild protection, uner setting, general, VPN and it connects ramdomly. I need to shut it off permanently. How do I do it?
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pbellomo

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Posted 3 months ago

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TM_Pat, Official Rep

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Hello pbellomo,

Welcome to the Community.

We're sorry for the inconvenience. We are already aware of the issue and we are continuously thriving to create a fix for it. We'll let you know once we have a solution for this problem.

Regards,
Pat
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jeffjenn15206

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I update my iPhone to IOS 12 & now the VPN is messing up  my WIFI & my phone. I need a fix in order to use my Internet connection that I pay for which is unlimited & it will not work.  Please help....
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Harry

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Same problem here  It doesn't even help tp try to turn content shield off, becuase it content shied icon shows it is off
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TM_Pat, Official Rep

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Hello jeffjenn15206 and Harry,

We are already working on this issue. We are going to make a formal announcement once this is already fixed. Thank you for your patience.

Right now,we suggest everyone to turn off the Content Shield feature of the app to avoid any conflict.

Regards,
Pat
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wdharvey202

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Can't turn off Content Shield.  Clicking on the check mark icon goes to a DNS page.  Other than go without protection, if I Signed Out of TrendMicro on my iPhone and then "restored purchase" after the fix is ready would it cause any other problems?
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camassac

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Hi When is a fix going to be announced ? Been waiting for weeks now.
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TM_Pat, Official Rep

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Hi camassac,

We're sorry for the experience.

We are still investigating the issue. We'll make an announcement once this has been already fixed. Rest assured that our team is working hard in creating a solution for the problem.

Regards,
Pat
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pbellomo

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I signed out of Trend on my iPhone then signed back in.  The VPN issued seems to have resolved itself.  
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TM_Pat, Official Rep

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Hello pbellomo,

That's very interesting. Just to be clear you signed out to your account from the Settings of the Trend Micro Security app right?

Please keep us posted if ever that you'll encounter the same issue again.

Regards,
Pat
(Edited)
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jalawneh

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Hello, I am having the same issue with VPN and internet connection after upgrading to IOS 12.01. The VPN is very tempremntal. I tried logging off trendmicro, uninistall and install but that did not work. soultion?
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TM_Pat, Official Rep

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Hello jalawneh,

Welcome to the Community.

We're sorry to hear that you encounter issues with our app. We are still investigating this matter.

For the meantime, you may follow the workaround from this article: Issues with the Content Shield feature of Mobile Security on iOS 12

Regards,
Pat
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jalawneh

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Hello Pat and thank you for your reply. However, I have found that fix option you highlighted while searching the web but it did not work. I have also tried to toggle between the DNS settings and it wors BUT I need to always toggle between the settings. I understand that Trend are aware of all these issues but it is start to get a little silly! May alos add that the app seems to slow internet connection speed. Maybe there is a relay when VPN is connected but it the speed drop is noticeable. Hope you folks get this sorted soon. Cheers
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TM_Pat, Official Rep

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Hello jalawneh,

We appreciate your patience about this matter. We'll let everyone know once we have already created a fix for this.

Regards,
Pat
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allenedee

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I was experiencing the same issue with IOS 12 and was able to restore wifi/vpn connection by selecting "System Default" under DNS Settings in Content Shield.

Hope this helps.
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TM_Pat, Official Rep

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Hello allenedee,

Welcome to the Community.

Thanks for this suggestion, we really appreciate it. Rest assured that we're continuously working on this matter and we'll let everyone know once we have created a fix for this problem.

Regards,
Pat
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baldiprupra

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Hello , have you got a work around this problem?,  as i'm having the same issue. Frustrating to say the least . May just have to get this app removed from my phone.

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TM_Jan, Official Rep

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Hi baldiprupra,

Welcome to the community!

Apologies, for this inconvenience. Our dedicated team is still working for the solution for this issue. Rest assured, in case it's already fix, we will let everyone know.

If you uninstall the Trend Micro app, you will lose your protection to your device, so instead of uninstall it. You may turn OFF Content shield for the meantime and use the SafeSurfing feature to protect yourself against unsafe websites.

Should you have further questions or needed help, please don't hesitate to reach us out.


Regards,
TM_Jan


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baldiprupra

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Seems like from previous posts that you have not been able to resolve this issue for weeks. some of us need continuous connection  to the internet which by installing your app we fail to get. Will be going back to my store where purchased to discuss as they tend to promote your product over others.
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TM_Pat, Official Rep

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We're sorry for the inconvenience baldiprupra

You may follow the steps from this article: Issues with the Content Shield feature of Mobile Security on iOS 12

The steps on that article is just a workaround and is not a guaranteed solution. If it won't work for you, we advice everyone to turn off Content Shield to avoid internet connection issues.

Regards,
Pat
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baldiprupra

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Hi, tried the work around with no success. Kindly advice on how to turn off content shield as I am unable to and it comes back.
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TM_X, Official Rep

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Hi baldiprupra

Open Mobile Security on your device, tap Content Shield then tap on the check icon. 

^X
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baldiprupra

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it is checked 'off' however everytime I go in and out of a wifi zone . the vpn switch starts to flicker and I loose internet until I go back into settings, general ,vpn and then Ithe i next to contect shield protection and switch off connect on demand , which I have to everytime I go into a wifi zone.
(Edited)
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jameseaves71

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Is there any likelihood of this issue being resolved please? i'm paying money for a product/service that isn't working and i'm getting truly sick of having to go in and turn the vpn off daily. Please get this fixed.
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TM_Mac, Official Rep

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Hi jameseaves71

We're sorry for the inconvenience. Our dedicated team is working hard to work on a solution for this matter. Rest assured that we will let you know once they do. 

For now, you may check this link for a workaround: Issues with the Content Shield feature of Mobile Security on iOS 12.

Regards, 
Mac
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david_cooper

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I am having the same issue after installing Trend Micro Mobile Security a few days ago on my Apple X.  This is very troublesome.  The post is over 60 days old and this issue has gone unresolved. 

After spending time chatting with Trend Micro Support.  A reset of the iPhone Network Settings, resolved the connectivity issue.  Only to have internet issues reappear after giving Content Shield VPN Permissions.

I would advise doing a reset on the Network Settings and DO NOT give Content Shield Permissions to Enable the Trend Micro VPN until they have a permanent fix.  iPhone – Settings – General – Reset – Reset Network Settings.  (This will clear all saved WiFi passwords and SSID information)

Last month I also purchased Trend Micro Worry Free for our business (120 Licenses).  Having only installed the end points on Windows 10 PCs.  This doesn’t give me the confidence in their support and a quick resolution after seeing this post and having this issue myself.
(Edited)