Maximum Security TM toolbar extention disabled Chrome entirely - Aw SNAP! Error page

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  • Updated 2 years ago
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  • (Edited)
I just installed Maximum Security today on an HP Pavilion running Windows 10. I added the TM toolbar extension to IE first. When I proceeded to add it to Chrome, I had issues with TM recognizing I HAD installed it - then the next time I opened Chrome, all I got (and still now) is the Aw! SNAP! page as if TM is completely blocking my use of Chrome as a browser. Nothing I do in the Chrome page works. I cannot reload page, sign in, go to ANY website URL - change the chrome settings using the 3 dots - nothing works now. Please HELP.
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mjrupert

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Posted 2 years ago

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TM_L, Official Rep

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Thank you for renewing our product! For your "Aw SNAP!" message issue, let's isolate to make sure the issue is not due to Maximum Security. Please check if this message is displayed after you temporarily disable Maximum Security. We have a support document that explains how to do this:
Disabling or enabling your Trend Micro Security software

Don't forget to enable your Maximum Security after the confirmation.

If the problem still persists after temporarily disabling Maximum Security, we assumed that the "Aw SNAP!"  message is mostly a bug from Google Chrome. We found an article from Chrome that related to your question for your reference:
Fix "Aw, Snap!" page crashes

Please let me know if you have more concerns or questions by replying here. 

Trend Micro Home Users Community
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mjrupert

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Greetings,

I did work with the tech team via chat after I posted this (for about 3.5 hours). We did all sorts of things, including what you mentioned above. I had Malwarebytes I had installed the day before, and we think it conflicted. I uninstalled it - restarted machine - also disabled/uninstalled/reinstalled TM. We were able to get Google Chrome to work again (which is what I am writing to you in). However, the remaining issue is that whenever I run the Privacy Scanner (which auto-opens in IE) and I click on the Google Chrome browser, this message (see attached image pops up. I say Allow but each time I reopen Chrome and TM, this happens. Is this a setting in IE regarding Microsoft?

Thank you!
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Thanks for your reply! Glad to know that our Tech team were able to help! For your Privacy Scanner issue, here's an online help doc to help you fix this problem:
"Trend Micro Privacy Scanner ran into trouble with Google Chrome" message appears when checking web browser privacy

Please let us know if the above procedures work for you. Thanks.

Trend Micro Home Users Community
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mjrupert

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This fix did not work - I am using Windows 10, not Windows 8-1 on this particular laptop:

-> Operating system - WIN8_1_64-> User account
    - 501
-> Product version - 11.0 (Failed)
-> Error message(s)
    - 501 (Failed)
Rollback:-> Error message(s)
Rollback:-> User account
Installation terminated by user!
here is the screenshot:

Trend Micro Privacy Scanner ran into trouble with Google Chrome" message appears when checking web browser privacy
(Edited)
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mjrupert

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Did they install a windows 8.1 version of Trend Micro OR do you need to write a hotfix for Windows 10?
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TM_L, Official Rep

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Hi @mjrupert, sorry for not getting back earlier.

I understand that you were unable to use the Hotfix we provided. First, Hotfix is suitable for all the OS which is installed Trend Micro Security. For your issue, I assume that might is a browser-related problem, you can refer to the link below for detailed steps to clear your web browser's cache:

Clearing a web browser's cache

After clearing browser's cache, if the problem still persists, we suggest resetting your browser. Here's a reference doc for the steps:
Resetting your web browser for performance and website redirection issues - see "Step 1 and Step 2"

Note: Before resetting your web browsers, we recommend that you back up your favorites/bookmarks.

Please let us know if you were able to resolve your issue by trying the above. If still unsuccessful, we'll assist you further. Thank you!

Trend Micro Home Users Community
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mjrupert

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Hello Linda,

I clear my cache daily actually - and did do the steps you outlined for both IE and GC. I also installed FF yesterday - that is fine. 

I also reset the browser and powered off then back on. The problem is still there. The tech actually had me remove Chrome and then reinstall it the other day when I reported the other issue initially (Chrome not working with TM toolbar) - so while that was fixed and I am able to use GC without issue, I still am getting the same error when I run the privacy scanner. 

There must be something else going on that is a conflict with TM and GC.

Please advise.
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@mjrupert Sorry that the solution didn't work for you. Could you please follow the step below:
  1. Sign-out your Google Chrome account. 
  2. Then close all the applications or programs running.
  3. Check if the problem persists.
Please let me know if this works for you. If not, we'll have to pass this case to oru Product Development Team  for further investigation.

Trend Micro Home Users Community
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mjrupert

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The problem is still there.
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Sorry that the problem still persists after you trying the above steps. I've escalated your case to our Product Developers team, and one of the Support Agent will contact you directly for further investigation. 

Trend Micro Home Users Community

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