Issues with Windows 10 Creator Update

  • 2
  • Problem
  • Updated 5 months ago
  • Acknowledged
Just upgraded to Windows 10 Creator update. Now intermittently after boot up, Trend Micro fails to start. Tried the Diagnostic Toolkit, "Stop all components", wait a while then "Start all components". Sometimes this manual start works but most of the times , it doesn't work no matter how many times I attempted.

I've already uninstalled and reinstalled to the latest available version.

Any advice?
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inspired_sg

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Posted 1 year ago

  • 2
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TM_Cj

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Hi inspired_sg and welcome to Trend Micro Community!

I understand that you have just upgraded your computer into Windows 10 Creator update and after boot up your Trend Micro program fails to start again. Let me help you with this.

I really do apologize for this inconvenience.

As of now, Windows 10 creator update is not yet fully supported by the latest version of the Trend Micro program since this Operating System is still new but no worries since our team is already working on this so that it will be fully supported.

Thank you and have a great day!

Trend Micro Home Users Community
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Jhja

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Hi inspired_sg

Witch TM version do you have?

(Check version number by right click TM icon in system tray and choose "Check for Program updates").

I have Creators Update and run the latest TM version 11.1.1045, that was released two days ago, just fine.
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andreas.linke

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Hi,
I have Problems with Trend Micro Internet Security 2017 after updating with Windows Pro,  64bit, Creators Update. After installing the creators update, my Laptop ran into a bluescreen with error code "UNEXPECTED KERNEL MODE TRAP". It also Ends in a boot Loop.

I was able to start Windows 10 in SafeMode and to uninstall Trend Micro. So I was able to start Windows again.


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TM_Jandy, Employee

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Hi andreas.linke and welcome to Trend Micro Community!

With regards to your case, let us verify first if your computer has successfully upgraded to the Windows 10 creator update. 

To do that, (1) type in winver into the Cortana search box and (2) select the first surfaced result.



The version should be 1703.



Once you've confirmed the Windows version, please download the latest Trend Micro program version from our download center and install it on your computer.

Kindly let us know if you'll be able to install the Trend Micro program on your computer.


Trend Micro Home Users Community
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danielos2

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So let me get this right, Trend Micro didn't know Micro Soft was coming out with Windows 10 Creators Update and wasn't able to run pre-release version to test its software before hand......maybe its time to change Anti-virus software with one that keeps up with what is going on... My Trend Micro keeps wanting to update after it has already, it ask me to reboot and so I do, a few hours later or the next day it pops up a message asking me to click yes to update it but I don't because when I go into the about the software tab, it tells me that I am running the latest version...so I think it may be a scam, than hours later or the next day, it tells me it installed (without me saying too) and tells me I must reboot to allow the update to finish. I do and 10mins later, popup window opens asking me to give permission to let it install the latest version again, yep about tab shows I already have it again....aauuuhhhh think its time to change Anti Virus, what has happened to Trend Micro, you guys use to be cutting edge when vista came out...I moved from Norton to you because Norton didnt support Vista at the time...now you guys are like they were, behind...when all developers have the ability to run Windows 10 creators update before release...you should have worked out the bugs before it did, I know because I am a developer of software and do IT....come on guys.... 
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TM_Ian, Employee

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Hi @danielos2,

Apologies for all the troubles you had from this issue. We understand your concern about the continuous prompt you're getting to update your Trend Micro even though when you check your software information, it appears that you have the latest update.

Upon checking your subscription, it appears that all your 5 machines using your subscription does not have the latest version of the Trend Micro Antivirus+ Security installed. We recently rolled out an update notice for all Trend Micro users which are still using the version 11.0 and below to upgrade their software to the latest version. Please know that we have already released the Trend Micro Security 2018 version 12 recently and with this, we proactively sent recommendations to our customers to update their program to take privilege of the new and improved features of the latest version.

We sincerely apologize if this has caused any inconvenience but you may try to manually upgrade your Trend Micro Antivirus+ Security to the latest version by following the steps on this link:

Upgrading Trend Micro Antivirus+ Security to the latest version

Thank you so much for the patience and please let us know how this goes.

Have a great day! 

Trend Micro Home Users Community
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andreas.linke

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Thank you very much for your quick reply.

As you can see, I have already installed Build 1703.

I installed the 64bit-Version from your download center and it seeems to run without problems right now ;-)


Is there a chance to get a german Version? Although it may be a multilanguage Version, I was only able to choose between english or spanish.

Thank you.

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TM_Kyra, Employee

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Hi @andreas.linke and thank you for your response.

It's nice to hear that you were able to install Trend Micro. To change the Product Language of your Trend Micro program to German, please refer to the link below:

Changing the Product Language of your Trend Micro Security

If you have further questions, please let us know so that we can assist youfurther. 

Thank you and have a nice day! :)

Trend Micro Home Users Community
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TM_Dianne, Employee

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Hi @andreas.linke,

We understand your frustrations about this and we really do sorry for the inconvenience this has caused you. We are already aware of the issue and rest assured that we have dedicated team working on it. 

Thank you.

Trend Micro Home Users Community
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pauljean

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I had the same issue and I've spent hours trying to track this down to find out it was TM.  Can you send a notification out when you absolutely KNOW you have solved the Kernel trap issue?
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TM_Dianne, Employee

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Hi @pauljean,

Thank you for posting your concern here. Please know that we have just release a hotfix for Windows 10 Creators Update. Please refer to the link below:

[Hotfix] Getting BSOD after upgrading to Windows 10 Creators Update (RS2) when installing Trend Micro Security 2017

Hope this helps. Thank you!

Trend Micro Home Users Community
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plgepts

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When I click on the link above, I get the following message:

"Page Not Found
Sorry, the web page you are looking for was not found.

A report about this error has been sent to the webmaster. The page may have been moved or removed. If you got here by typing an address into your browser's address window, please check your spelling."

Why is it so difficult to provide good advice. I have been a loyal client of Trend Micro and just updated my subscription to 2018, but I get message that TM 2009 prevents me from updating to Windows 10 Version 1709!

TM should do better!

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Tom Emmelot, Champion

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Hi plgepts

Not strange after 8 months!
Look at this link:
https://en.community.trendmicro.com/tm_en/topics/windows-10-version-1709-not-installing
Best wishes for 2018.

Kind regards,
Tom
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inspired_sg

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Hi Jhja,

I'm running version 11.1.1045. Its an intermittent problem.
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TM_Dianne, Employee

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Hi @inspired_sg

Since our developers are still working on it, rest assured that we will keep you posted once the update is available.

Also, you have mentioned that you are experiencing intermittent problem. For us to further investigate, may we know the exact details of the issue? 

Looking forward to your reply. Thank you! :)

Trend Micro Home Users Community
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inspired_sg

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Hi Dianne, 

when trend micro maximum security fails to start after windows login, I found that the "Trend Micro Solution Platform" service, Amsp, fails to start. Manually starting it doesn't help either. Main console also cannot be opened. Sometimes manually starting it via the Diagnostic Toolkit works, but rarely. When manually starting it, I observed that the TM icon in the system tray at the bottom right corner will flash a few times before it disappears, indicating failure to start. 

The only way is to reboot the machine and it might work. It seems that the longer I waited at the login screen before entering my account password, the higher chance of getting TM to run. 

Sorry that I'm pretty caught up with work at the moment and hasn't been able to really test out if I can get TM to consistently run after booting the machine up and waiting for a predetermine timeout period before I login.
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ahsans

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@TM_Dianne: My Windows 10 is Creators Update 1703 (OS Build 15063.250). My Trend Micro is Trend Micro Maximum Security is 2017 (11.1.1045).

Is this version of Trend Micro compatible with Windows 10 Creators Update?
(Edited)
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TM_Victor, Employee

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Hi ahsans and inspired_sg

Ideally the Trend Micro program should not have any problems with the Windows 10 Creators Update. However, some computer system is experiencing some issues after updating to the Creators update.

This issue is still being investigated and our dedicated team is already in works to provide a fix regarding it.

We do apologize for this inconvenience that you are experiencing and we will be providing an update at once.

Thank you and have a nice day!

Trend Micro Home Users Community
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ahsans

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@TM_Victor: It's just that I am not facing any issues or problems with my DELL laptop with the Creators Update installed, because my laptop it's just couple of weeks old (new) :-). It must be some old or some new computer that is facing this issue. Anyways, looking forward to the news of when TMMS 2017 will be compatible with the Creators Update.

Feedback for Trend Micro Team: Trend Micro should have released a beta version of TM 2017 so users can test it when Creators Update was on beta stages. So in that way, Trend Micro will be able to release a compatible version of Trend Micro 2017 just in time for the release of Creators Update.

Have a nice day!
(Edited)
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TM_Voltaire, Employee

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Hi ahsans, 

Thank you for the feedback. We really appreciate it.

As mentioned by Victor last time, this issue is still being investigated and our dedicated team is already in works to provide a fix. Just to assure you, we continuously test our program to provide quick fixes as soon as possible. Let us know if you have further inquiries.

Thank you and have a nice day!

Trend Micro Home Users Community
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TM_Dianne, Employee

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Hi Everyone,

Thank you all for your patience regarding this issue. I am happy to inform you that we have just release a hotfix for Windows 10 Creators Update. Please refer to the link below:

[Hotfix] Getting BSOD after upgrading to Windows 10 Creators Update (RS2) when installing Trend Micro Security 2017

Hope this helps. Thank you!

Trend Micro Home Users Community
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ahsans

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Thanks. My laptop didn't face any BSOD during or after installation of my Trend Micro 2017 (latest version) :)
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andreas.linke

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Does the hotfix support also german as language?

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TM_Kyra, Employee

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Hello @andreas.linke,

Even if your Trend Micro program's product language is German, you can still use the hotfix provided on the link above as long as you're getting BSOD when installing Trend Micro Security 2017 after upgrading to Windows 10 Creators Update (RS2).

Hope this helps! :)

Trend Micro Home Users Community
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andreas.linke

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Thanks for your reply.

Please give me a link to the german (or multilanguage) Installation file of TM Internet Security.

In the above file I can only Chose between english or spanish :-/

Thanks,

Andreas

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TM_Malik, Employee

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Hi andreas.linke 

For the multi-language installer file, please download it from the link below:
Changing the Product Language

During the installation, you should be able to select all other languages beside English or Spanish in the License Agreement part.
Type serial number
Thanks and have a great day! :) 

Trend Micro Home Users Community