Outlook emails freeze when I use options

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  • Updated 2 years ago
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Hi, I loaded Trend micro yesterday and since then I have not been able to use the options in my Outlook, like normal or high send, normal, private, ask for read or delivery receipt, when I try to click on one of these options the email completely freezes. All was well with previous Avast,any ideas? Cheers Col.
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colin.langford

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Posted 2 years ago

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TM_L, Official Rep

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Thank you for contacting us in our new support community! We've checked your account information but we can't find your Trend Micro Security product info. We did a separate lookup and assume you're using Antivirus+ Security under another Trend Micro account. Please let us know if this is the case.

If you're using Antivirus+ Security and is encountering issues with Outlook client, please perform the steps below to disable the Trend Micro Antispam Toolbar and see if the problem is resolved.

You can refer to the steps below for disabling the Antispam Toolbar:
  1. Close your Outlook.
  2. Open your Trend Micro Security software main console by doing any of the following:
    ・Double-click the Trend Micro desktop shortcut.
    ・Double-click the Trend Micro icon on the system tray, found on the bottom-right corner.
  3. Click Settings (gear-like icon) to open the Protection Settings window.
  4. Click Internet & Email Controls.
  5. Click Spam & Emailed Files.
  6. Uncheck Filter out unsolicited advertisements and other unwanted email messages.
  7. Click Apply and OK.
Now open Outlook again and check if the email freeze situation is improved.

Please let us know how the troubleshooting goes. Thanks!

Trend Micro Home Users Community 
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colin.langford

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Hi Linda,

Thank you however, I did try that before posting; this request is for my home PC, but I also have Trend Micro Titanium 2011 on my work PC, and it does the same. My Trend Antivirus + Security is under another Trend Micro account, being the Australian Navy Cadets.

Thanks, Col.

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TM_L, Official Rep

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Thanks for your reply. We understand that after you disabling Antispam Toolbar, the symptom didn't change at all. So if you don't mind, let's isolate to check if Outlook freeze issue is due to your Trend Micro Antivirus + Security or not. Here's a reference doc to for the steps:
Uninstalling Trend Micro Security and older programs using the Diagnostic Toolkit

After uninstalling Trend Micro Antivirus+ Security, the symptom, now open Outlook again and check if the email freeze situation is improved, and for your safety, after checking, please re-install the program right away.
Installing Antivirus+ Security 10 (2016)

It's quite a few steps to perform, but please do let us the result of your verification. We'll help you further when we hear back from you. Thanks!

Trend Micro Home Users Community 
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colin.langford

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Hi Linda, thank you for your on-going assistance.

I followed your instructions and on uninstalling Trend Micro my Outlook worked just fine again, and on reinstalling same problem reoccurred.  But I can add a little more to this puzzle; Outlook freezes when a “Dialog Box” comes up e.g. I went to delete all of my deleted files; in deleted files I clicked “Empty” and I got the usual dialog box "Are you sure you want to delete these files YES or NO," when I clicked "YES" the page had already frozen, does that give you any ideas? 

New heading is "Outlook Freezes when a Dialog Box pops up."

Just a thought Linda, is there any way to disable Trend Micro whilst I am using Outlook, that might be the easy way to resolve this?

Many thanks, Col.

(Edited)
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Hi Colin, apologies for getting back late. So we can confirm that having Trend Micro Security installed affects Outlook performance directly. While Trend Micro Security does have add-ons to detect malware in Outlook mail attachments, it should not cause Outlook to freeze completely. As a last option before we pass you to our support center, could you please have a look at this Microsoft Outlook support document:
Outlook not responding, stopped working, freezes or hangs

It sounds counter-intuitive, but it's possible we've caused issues in Outlook itself while adding the components to scan Outlook mail, so Outlook itself might need repair. Please give it a shot and see if it helps. If not, we'll have to redirect you to the support center, who'll have tools to remotely inspect your machine (with your authorization, of course).

Thanks! -Linda

Trend Micro Home Users Community 

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