since renewal icannot open video attachments in my email programme

  • 1
  • Problem
  • Updated 1 year ago
  • Solved
Photo of teresa.cumming


  • 70 Points

Posted 1 year ago

  • 1
Photo of TM_VJ

TM_VJ, Employee

  • 474 Points 250 badge 2x thumb
Hi teresa.cumming and welcome to the community.

I would like ask for the email client you are using. Is it a application based Microsoft Outlook? Does the Trend Micro Anti-Spam toolbar already enable? Also have you try to open the attachment if the Trend Micro is turned-off?

To simulate the issue, we have to turned off the Trend Micro program so we can check if the Trend Micro software is causing the issue. To turn it off.
  1. Right-click the Trend Micro icon  in the System Tray (near the clock at the bottom right part of the screen). 
    If you do not see the System Tray icon, click the arrow button to show the rest of the icons.
  2. Wait for Trend Micro's System Tray icon  (near the clock at the bottom right part of the screen) to disappear.
    Once the icon disappears, Trend Micro is now disabled.
See full details of Disabling or enabling your Trend Micro Security software here.

Once the program is disabled, kindly replicate the issue.

If the issue still persist even the Trend Micro program is disabled there is a possibility that the problem is coming from your email client or the attachment itself

The Anti-spam toolbar  Filters out unsolicited advertisements and other unwanted email messages to activate the Trend Micro Anti-Spam toolbar in supported versions of Microsoft® Outlook®, Microsoft® Outlook® Express, and Windows Mail also it Checks for threats in files attached to email messages.

To activate the Anti-spam toolbar kindly see the full details from this link: Using the Anti-spam Toolbar of your Trend Micro Security

You may also provide the screen shot of your email client so we can determine if it is supported.

  1. In Outlook, choose File.

    This is what the ribbon looks like in Outlook 2016

  2. Choose Office Account.

    If you don't see Office Account, option, choose Help. You'll see the product version on the right side of the page.

  3. You'll find the version and build number under Product Information.

  4. If you need to know whether you're using the 34-bit version or the 64-bit version of Outlook, choose About Outlook. Choose the About Outlook box

  5. At the top of the About Outlook box, it says the version number and whether you're using 32-bit or 64-bit.

    At the top of the box it says 32 or 64 bit

Note: Microsoft Office 365 is not supported by Anti-Spam Toolbar 

Trend Micro Home Users Community