I want get my money back

  • 1
  • Problem
  • Updated 2 years ago
  • Solved
I used free version of Anivirus+ for a week. Everything worked fine. Then I bought a full version of it but I started to have problems with it. My games in steam and origin started to lag very badly. I had 1-2fps while playing, it is just like a slideshow. First I didn't know what is going on, but then realised that a few days ago I bought a full Anivirus+ version. Now I deleted this Antivirus+ from my computer and now computer games works fine again. The main thing is that when I got working Antivirus+ the "System" process loaded my CPU really badly for 20-25% while I was trying to play a game. It is insane. I just want to get my money back because I can't use such antivirus. Thank you.
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Bredman

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Posted 2 years ago

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TM_VJ

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Hi @Bredman and welcome to the community Could you provide more detail on what is happening? e.g. error message, basic PC info. Some screenshots would also be helpful.   
When you are using the trial version of the program is it working smooth andfine?

When you bought the program as full version, have you reinstall the program?There might be problem when you install the program and the installation process got corrupted, Probable reason our the following:


  • Conflicting software,
  • Malware infection.
  • Remnants of your old Trend Micro program.
We have a support article that addresses this issue. Please give this a try:  SlowPC performance due to high CPU usage

Trend Micro Home Users Community
(Edited)
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Bredman

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I have core i5-750, gtx 960 2gb, 16gb ram, system Windows 10 is installed on ssd disk. I can't do any screenshots because my pc is lagging as hell when I'm trying to play with working antivirus. 
When I used trial version everything worked fine.

I didn't reinstall the software, I just clicked button "Upgrade" and inserted my license key.

1) I reinstalled my OS so I just can't have any conflicting software, only if it's origin, skype, steam, chrome.
2) How the hell can I have malware infection if I used your Antivirus? Is it not so good?
3) I didn't reinstall it.

I'll try to unistall and clearly install it but If it won't work fine I want my money back.
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TM_JK, Employee

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Hi @Bredman, We apologize for any inconvenience this issue has caused you. There-installation should be able to refresh your system since you were from theupgrade of the OS. With the upgrade, there can be a chance that the componentsof the program were corrupted. The reinstallation should be able to fix this. 

If in case, you still want to continue with the refund, you cancontinue with request of the refund in this page

Trend Micro Home Users Community  
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Bredman

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I reinstalled Antivirus+, and made a screenshot while playing: System is lagging really badly. So it didn't really help...
(Edited)
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TM_Jabi, Employee

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Hello @Bredman. Sorrytohear that you're still encountering this issue.

We apologize for all the inconvenience this has caused you.

Let me continue helping you on this matter. Before we proceed with your refund, can we try to add the .exe files for Steam and Origin on the exception list of the Trend Micro program installed on your computer first? We once had a similar case to yours where he cannot play "Battlefield 4" properly when the program is enabled. We do found out that the cause of the issue is while using Origin and playing the game, it triggers the real-time scan of our program that makes your system busy, that's why you are having a low FPS rate and high CPU usage. 

Youmay refer to the link below for detailed steps.
Configuring the Exception List of Trend Micro Security software

Reminder: You must add the .exe files for both of the game clients (Steam and Origin) to the exception list.

Please let us know of any updates. 
Thank you! :) 

Trend Micro Home Users Community

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