new installation will not activate even with free device slot

  • 1
  • Problem
  • Updated 2 years ago
  • Solved
- I have TM Maximum Security 2016 subscription until February 2017.
- The console tells me I can install it on 6 devices, I am currently using 5.
- When I go to the 5th device, my nephew's computer, it tells me the product is disabled because it has not been activated and I cant get any updates. Yet on the console it shows the 5th device as up and running.
- When I click on 'Activate Now' it brings up the correct serial number and expiration date and my options are 'Close', 'Change Serial No.', 'Renew Now' or 'Edit Sunbscription Information'.
- When I click on any of the above options they do not activate my 5th install.
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Jock.71

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  • frustrated

Posted 2 years ago

  • 1
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TM_Claudia, Employee

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Official Response
Thank you very much for being a long-time Trend Micro product user. The malfunction you're encountering on your nephew's computer could be due to many different factors, and likely suspect is that the Maximum Security was damaged during our background auto-update. 

We suggest you refer to the online help page below to reinstall your Maximum Security and resolve this issue:
Reinstalling the latest version of Trend Micro Security program

If the problem persists, could you please provide more detail on what is happening? (e.g. basic PC info, the action you took before this problem occurred) Some screenshots would also be helpful.

Also, thank you for being a subscriber of our premium support service! Premium Service Plan gives you 24x7 priority access to a Trend Micro support specialist. For this issue you're having, you can optionally call the Premium Service hotline directly to speak to someone live, who is also equipped with advanced tools to quickly diagnose and resolve your issues. Please find the premium service phone number in the "Call Premium Support" section on this page - please select "Australia" as your location.

Thank you!

Trend Micro Home Users Community
(Edited)