security center says firewall is off .. control panel it's on

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trendmicro internet security installed. all up to date. windows 10 64 bit installed and up to date. windows security center says windows firewall is turned off. has a button to turn it on which does nothing but provoke a uac pop up that doesn't change anything. i navigate to the security settings in under "all settings" and see it says firewall is off. i check under the control panel firewall settings (the old location) and it says the firewall is on. so ... is it on or off? i download a leak tester from GRC leaktest (https://www.grc.com/lt/leaktest.htm) and run it sandboxed (cuz trendmicro doesn't like it, lol). the leaktest penetrates the firewall indicating it is turned off.
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bigbluewaterbear

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Posted 5 months ago

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bigbluewaterbear

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given results of leak test, it seems firewall is off. so how do i get trendmicro to turn it on again, seeing as it is administering those settings now?
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TM_Pat, Employee

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Hello bigbluewaterbear and welcome to the Community!

Thank you for letting us know about this question that you have in mind.

For this concern about your computer's firewall is being turned off, you can simply turn it on manually as Trend Micro Security does not have the capability to turn it off. Upon the installation of Trend Micro Security, what it turns of is "Windows Defender" and not your Windows Firewall.

Also, will you please provide us the screenshots about this issue that you encountered so we can have a look on it as well? It will also be better if you can provide us more insight as to how were you able to say that Trend Micro Security turned off your firewall.

Should you have any other concern, please do not hesitate to reach out to us.

Happy Holidays!

Trend Micro Home Users Community
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bigbluewaterbear

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bigbluewaterbear

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bigbluewaterbear

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so in first pick, firewall is apparently off (viewed from settings). and the "turn on" button only opens the uac (which i allow) and then doesn't change anything. in the second pick, pressing the "restore settings" button does nothing as well. given windows has an odd dualistic thing going for settings, i then navigated to the control panel firewall settings for the 3rd picture. and it says the firewall is on. it also says i don't have access to settings because they are managed by my "system administrator". i had presumed that that referred to trendmicro? pic 4 shows that i can't turn the firewall on or off from within the control panel settings. i am the administrator with full control. it is a personal laptop. this problem did not exist previously to trendmicro install.
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bigbluewaterbear

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it is likely a bug and the firewall is on. as i mentioned, i did a leak test which penetrated the firewall indicating it is off. however, when i opened google chrome, windows firewall asked me for permission to allow chrome to access the internet, which indicates it is still on. lol. 
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TM_Pat, Employee

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Hello bigbluewaterbear,

Thank you for providing the information that we asked for, we really appreciate it.

Going back to your concern, it is still not clear about how Trend Micro Security prevents you from enabling your firewall. Even though this issue occurred after installing Trend Micro, we can still say that this is coincidental.

Although of course, we are not ruling out any root causes for this issue. To further check about this, you may temporarily disable the Trend Micro program on your computer then you may replicate the issue. Kindly follow the steps below to help you disable Trend Micro Security temporarily:
  1. Press the Windows button on your keyboard and letter "R" both at the same time to open the Run console.
  2. Once the Run console is open, please type: supporttool
  3. Click OK.
  4. Doing that will open the Trend Micro Diagnostic Toolkit. Please go to (C) Uninstall and then click on "5. Stop all components"
  5. Please wait for the Trend Micro icon on your system tray to disappear.
Note: Please make sure that Trend Micro security is disabled by checking on your system tray. Once you verify that it is already disabled, please replicate the issue.

Should you have any other concern, please do not hesitate to reach out to us.

Trend Micro Home Users Community
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bigbluewaterbear

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thanks for the support tool tip, i was wondering how to pause protection. and if i read this correctly, it is good to know (for troubleshooting purposes) that trendmicro doesn't `take over' the windows firewall. i previously was using eset, which has its own firewall, so it turns windows firewall off and administers the protection for me. so this could be a windows bug that was previously turned off and now visible with eset's uninstall.  so it appears i erroneously thought that my current turned off firewall message was caused by trendmicro (as it controls and monitors it), and it was behaving in this capacity as other antiviruses do in this regards.

i installed `windows 10 firewall control' to verify that the firewall is indeed working, and it is: so all seems adequate, despite the buggy `windows firewall is off' message, lol. 
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bigbluewaterbear

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ah, also supplementary ... the leak test is now blocked with the addition of windows 10 firewall control. something was definitely amok about the windows firewall, but that calibration tool seems to have fixed it. (for those with similar problems, microsoft has a "fix it tool" for their firewall .. which didn't work for me, but might for you).
(Edited)
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TM_Shei, Employee

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Hi bigbluewaterbear,

Trend Micro doesn't have different firewall, instead it has Firewall Booster feature that enhances the firewall by Windows.

You might want to read the link below to further check the Firewall Booster feature. 

Enabling the Firewall Booster feature of Trend Micro Security

Should you have other concerns, don't hesitate to reply.

Thank you and have a great day!

Trend Micro Home Users Community