spam add-in doesn't work when I click to identify an email as spam

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  • Problem
  • Updated 2 years ago
  • Acknowledged
I have Outlook 2016 on a Windows 10 Dell Laptop and the spam toolbar was working until recently.  Now when I click the add-on to identify an email as spam or not spam nothing happens.  I did the uninstall and reinstall. I checked for updates. I have all updates from Microsoft done as well.  What happened?
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BWBMOM

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Posted 3 years ago

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TM_L, Official Rep

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Hi @Connie Mardis, welcome to Trend Micro Community! 

For your issue, here's an online help page that explains how to activate Antispam Toolbar. If you haven't tried the solution yet, please give it a try:
Using the Antispam Toolbar of Trend Micro Security

Please try and let us know if this resolves your issue. If you still cannot using the Antispam Toolbar in your Outlook 2016, please provide a description or picture of your situation, we'll be glad to assist you. Thank you!

Trend Micro Home Users Community
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PaulV

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I also have the same issue, with a PC running Windows 10 and Trend Micro Maximum Security version 212.0. The spam add-in icon is greyed-out. If I click on "Enable this toolbar", it switches on for a few seconds, before greying-out again. The "solution" provided by Trend Micro does not work!
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TM_Kiko

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Hello PaulV! Welcome to the community!

May we know more about the environment of your computer? Kindly provide us the following details:

Operating System
Outlook Version

Waiting for your response

Trend Micro Home Users Community
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PaulV

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Thank you for your reply.

The Operating System is Windows 10, version 1709.
The Outlook version is 2016.
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TM_Kiko

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You are most welcome. We have a related discussion here in the community. Please see this link for the details and more possible solutions posted.

spam filter does not work after update to Windows 10 Fall Creator Update

Hope this helps.

Trend Micro Home Users Community
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PaulV

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Thanks. I read through all the postings and find this comment:

"It needs a fix, I've paid for a subscription and I cannot use one of the main options we purchased TM anti-spam  for!"

..to be the most helpful!

So; back at you, Trend Micro!

This may be Microsoft's "improvements" messing it up for your customers, but I have neither the time nor the inclination to take my PC out of service, while I go through the uninstallations and reinstallations which others have had to implement in order to get the anti-spam function working again. Time for your program writers to do their job!
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Jabi

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Hello PaulV,

We understand your point and we do apologize for the inconvenience this issue has caused you.

May we know if you have tried performing the steps provided from the thread sent by TM_Kiko

If not, can you please try to do it first? 

If you were done following all of it, can you tell us how it goes? 

Trend Micro Home Users Community
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Tom Emmelot, Champion

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Hi,TM_Jabi, Employee , TM_Kiko, Employee , TM_L, Official Rep

TM must be more specific in to tell the people if you use ANY "OUTLOOK version"
That if you use IMAP the icon is there but the spam filter wont Work and stayed Grey d out !!!
I did all the test's with 2010, 2013, 2016 and all worked only if i use a pop3 account!!!!
So i think that it is time to change that, because everybody is using IMAP to day  and not pop3 because everybody want to Sync there devises!!! So for me , case closed and TM start working on IMAP protocol protection!

So a reply, that says Tom you are right and we are working on it should be in place i think! Or correct me if i am wrong!!!

Regards,
Tom
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TM_Victor, Employee

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Hi Tom Emmelot,

Thank you for the suggestion regarding posting of compatibility with the Trend Micro Antispam toolbar for supported Outlook versions.

Trend Micro Maximum Security, Internet Security and Antivirus+ Security scans emails that are locally stored.

IMAP or Internet Messaging Access Protocol is not possible to be supported as the mails are being stored on a server. Unlike the POP3 or Post Office Protocol where mails are being downloaded straight to the device and can be scanned.

Outlook versions that are supported can still see the antispam toolbar. They would only be grayed out or not working when the email account setup for it is running IMAP and as you have tested it works fine under a POP3 setup.

We hope this clarifies about the antispam toolbar not working on IMAP email protocol.

All the best and Happy Holidays! :)

Trend Micro Home Users Community
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BWBMOM

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I have mine set for pop3 and it was working just fine until about a month ago. Now the button isn't greyed it just doesn't do anything when I click on it. I've uninstalled and reinstalled and it still doesn't do anything. I've disabled the addin and enabled it and still nothing.  It has to have been broken in some release either on TM or Microsoft because it DID work.
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TM_Kiko

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Thank you for your response Connie Mardis,

Can we try to repair the Outlook program installed on your computer?

If you are familiar in navigating to the Programs and feature portion of your computer? If not, just Press and Hold the Windows Key on your keyboard then tap the 'R' button once. On the text box that will appear, key the command appwiz.cpl then hit the OK or Run button on the text box.

On the programs and features portion, kindly find the Outlook program or the Office program on the list and then do a single left click on it, then a 'Change' button should be available to be clicked on the top part of the window. Click on Change then once prompted, select Repair. 

The process might take some time. After that, kindly try applying the Trend Micro AntiSpam toolbar on your Outlook again.

I hope this helps.

Trend Micro Home Users Community
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BWBMOM

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Thanks that worked!
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TM_Pat, Employee

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Hello Connie Mardis

Thank you for letting us know that this concern is already resolved!

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

Enjoy the rest of the week!

Trend Micro Home Users Community

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