Safe surfing

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  • Problem
  • Updated 1 month ago
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Safe surfing keeps turning off on Android.
I have installed on Android phone however safesurfing keeps turning off. I go through the process to enable it and everything seems ok but then shortly afterwards I get a message that safesurfing had turned off and I have to go through the whole thing all over again. This keeps happening and it is getting annoying.
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stephen.ebdell

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Posted 5 months ago

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5 months ago
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TM_Pat, Official Rep

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Hi stephen.ebdell,

Sorry to hear of your experience. We are currently investigating this problem at the moment. Please help us by providing us with the following information.

1. Phone brand and model
2. Android OS 
3. Did you get any error message? If yes, please indicate it here. ^_^
4. Are you using version 70.x of google chrome on your phone?

At the moment, please use other browser on your phone while we investigate this.

Regards,
Pat
2018-11-20T19:15:35+00:00
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stephen.ebdell

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Hi 

1. I have a Lenovo K5.
2. Android version 5.1.1

3. No error message just a notification that says "SafeSurfing Turned Off", Allow the accessibility permission to turn on.
This happens a few mins after allowing it and turning it on.

4. Google Chrome version 70.03538.80


Thanks

Stephen
2018-11-22T05:31:24+00:00
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TM_Pat, Official Rep

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Hi stephen.ebdell,

Thanks for the details, I appreciate it.

I just noticed the notification that you mentioned. In any case, did you enable Accessibility for Trend Micro Mobile Security on your phone? If you haven't done that, can you try to enable that then try if you will still encounter the same problem.

Regards,
Pat
2018-11-24T06:53:44+00:00
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stephen.ebdell

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Hi Yes I enable it and then very shortly afterwards it turns off again automatically and I have to enable it and go through the process all over again. 
Thanks
2019-03-03T09:55:05+00:00
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hamowennz

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I have same issues with oppo phone. I wonder if it's something to do with when it goes into low power mode. Have to rest the accessibility about twice a day (minimum). REALLY annoying
2019-03-04T01:43:13+00:00
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TM_Ann, Official Rep

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Hello stephen.ebdell and hamowennz ,

May I ask if you have tried to remove the Trend Micro program on your Battery Saver settings? 
If you are not sure, kindly go to your Background app Management. Then look for the Trend Micro on the list and remove it by switching it off.

As for the Oppo device hamowennz, you may follow the instruction on the link below.

SafeSurfing feature of Mobile Security for Android keeps turning off

I hope this helps.

Regards,
Krizia Ann
2019-03-05T20:31:12+00:00
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vle100560

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Thankyou Krizia Ann problem solved on my wife and my Oppos
2019-03-05T21:09:29+00:00
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TM_Ann, Official Rep

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You're welcome vle100560 ! 

Regards,
Krizia Ann 
2019-03-06T19:06:15+00:00
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stephen.ebdell

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I changed my phone to a K8 and it doesn't seem to happen on this phone. My partner now has the K5 but since the wipe and reinstall it doesn't happen any more. I think my K8 manages back ground apps and the K5 must have had an update. Thanks for the reply though an I am glad someone benefitted from the post, thanks Krizia.
2019-03-06T22:22:33+00:00
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TM_Ann, Official Rep

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Thanks for the response stephen.ebdell and you're welcome. 

Regards,
Krizia Ann 
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