Protection Disabled, unable to connect with some Trend Micro urls...

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  • Updated 7 days ago
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Windows 10, 64 bit... On TM Main Console it displays "Protection Disabled"... Clicking Activate Now button yields a screen that displays "Unable to Contact Trend Micro"... Tried to download hotfix at solutionfile.trendmicro.com and the site refuses to connect.  WTH is going on TM???
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blizack

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Posted 1 week ago

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TM_Nicole, Employee

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Hi, @blizack!

Thank you for your post and welcome to the community!

We apologize for the inconvenience this has caused you but rest assured we will assist you with your concern.

There can be a number of causes for this type of problem. Please refer below:

1. The computer was upgraded recently (ex. from Windows 7 to Windows 10) which can cause the antivirus program to not load and update properly.
2. Conflicting antivirus programs (McAfee, Norton, AVG, etc.)
3. Potentially unwanted programs (third party applications that you don't need).
4. Unstable or no internet connection.
5. Corrupted Trend Micro Security components.

For conditions 2 and 3, please remove the programs you don't need or uninstall other antivirus programs.
You may refer to the links below for reference:

Uninstalling Potentially Unwanted Applications (PUA)
Uninstalling Conflicting Programs with Trend Micro Security

If you believe that there are no unwanted or conflicting programs, please refer to the steps below to perform a clean reinstallation of Trend Micro Security:
  1. On your keyboard, press the Windows Windows Key + R keys.
  2.  Type "supporttool.exe" without the quotes and hit OK.
  3. On the Diagnostic Toolkit, click on "Uninstall" > "Uninstall Software". Wait for the program to uninstall.
  4. Restart your computer.
  5. Run the Permission Tool. Restart the computer if necessary.
  6. Reinstall the program using this installer. Follow the prompts and restart the computer if necessary.
  7. Monitor the program for the next 1-2 days if it shows the same message.
Please let me know if this helped and provide us an update on this case.

Thank you! 

Sincerely,
Nicole