Spam@cs.trendmicro.com randomly stopped accepting email spam reports this week

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  • Question
  • Updated 11 months ago
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Submit anonumous data to Trend Micro Online Filtering Service. Spam@cs.trendmicro.com randomly stopped accepting these email reports this week
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kwall

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Posted 1 year ago

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TM_Nicole

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Hi, @kwall!

Thank you for your post and welcome to the community!

We are already aware of this case, and the reason behind this is because the email "spam@cs.trendmicro.com" no longer exists. Therefore, the emails you send here will be sent back.

New email addresses have been assigned for this particular case, however.
Below are the details:

• For reporting spam emails (detected as legit), send these to:
- spam@support.trendmicro.com

• For legitimate mails detected as spam, send these to: 
- false@support.trendmicro.com

Please let us know if the above information helped.

Thank you and have a great day!

Trend MicroHome Users Community 
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5circles

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How are these email addresses set up?  There doesn't appear to be a way to do this within Trend Premium Security.
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kwall

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Thanks Nicole but I agree with 5circles.  The submission of spam to the cs.trendmicro.com email address is an auto setting within our trend micro program.  I am not allowed to change it.  We do not submit these as a separate task as that would be costly time for myself and my employees.
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TM_Von

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Hi kwall,

There is a possibility that this was caused due to our recent launch of a newer version of our Trend Micro programs. For the mean time, I would like you upgrade to the latest version of Trend Micro Maximum Security. You may check the link below for the steps:

Upgrading Trend Micro Security to the latest version

Also, may I know what email application you are using, what version, and when you experienced this issue? 

Feel free to reply to this thread and provide screenshots if possible.

Thank you and ave a great day!

Trend MicroHome Users Community 
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kwall

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Thanks Von.  Yes, I suspected the same before I posted the thread but unfortunately, I fear it will be too time consuming to upgrade manually on all of the office machines and based on past experience, the manual upgrades can mess with your subscriptions and we are too busy to be on the phone attempting to fix.  It is unfortunate that you couldn't have completed the upgrade as an auto update on the program so that we could have run in the background ... assuming it wasn't a minor overhaul so you couldn't.  That being said, it would also have been nice to have heard from TM ahead of the upgrade that the old auto spam reporting email was going to be taken out of service so that I didn't have to spend the time this week assessing why the reports were being returned as undeliverable and then having to follow up on here.  In response to your question, I am using Outlook (Office Pro 2013).  Some of our other machines are on 2016.  I believe the first mail delivery system failure was received yesterday (september 12th) but I was away for a few days end of last week.
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TM_Von

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Hi kwall,

Thank you for that. We already have a dedicated team investigating on this issue. You can refer to this thread from time to time to check on our updates regarding this. 

Have a great day!

Trend MicroHome Users Community 
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5circles

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We are also on Outlook 2013.  I checked to see if there were any relevant registry entries that could be modified but there weren't.  Perhaps that's just as well as it's risky and a later fix would be daunting.

Can I respectfully suggest a temporary workaround that TrendMicro could put in place.  Reinstate the old email addresses.  You must have thousands of customers affected, and this would be relatively trivial.

Mike
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Ven

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Not a good look guys - you must have known that you had users out there on certain versions when you release your new release.

Would have thought that keeping the email address around for a period of time until those with the current version update.

I have 147 days remaining on my current subscription, at which point I would be updating, thus the new email address.

So you are basically saying that those that are getting emails with possible trojans / malware - you don't care about and thus if get infected, so be it, you didn't tell us.

I could see a good class action happening, if that ever happened.
(Edited)
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davidjpearce1

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Well for those hoping to solve this issue by upgrading to the latest version - it doesn't make a difference as it also uses spam@cs.trendmicro.com . Come on guys get your coding right :(
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TM_Ron

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Hello everyone,

Thank you for your patience with this issue.

We apologize for any inconvenience that this has caused you. We already have a dedicated team working on it. Rest assured we'll provide updates.

Have a wonderful day!

Trend Micro Home Users Community 
(Edited)
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kwall

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Crickets .... how tough is it to reinstate an email that was part of the package you sold us?  
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TM_Ian, Employee

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Hi @kwall,

We sincerely apologize for this issue. We truly understand the troubles this have caused everyone. Rest assured that our team is already working for a solution for this. Thank you so much for your patience.

Have a wonderful day!

Trend Micro Home Users Community 
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iudex gundyr

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Hi Guys,

I'm not getting the same issue as you do. Whenever I Report an email as Spam. I checked my Sent Items and I see emails being sent to spam@cs.trendmicro.com with the email file attached. This is what I was expecting with the feature 'Submit anonymous data to the Trend Micro Online Filtering Service to double-check incoming messages for spam'. I also expect that there will be no reply from Trend Micro Spam service on this one, as this is more of a one-way submission portal. Like any other publicly open submission services.

- Can you share what exactly happens that confirms that spam@cs.trendmicro.com stopped working?
- Did you get any response mail about Mail Delivery service failed to spam@cs.trendmicro.com
- Did you by any chance checked on your Drafts? I encounter instances where the auto-emails about to be sent to 'spam@cs.trendmicro.com' gets stuck at draft. I just had to send them manually and everything else follows through. Probably Outlook configuration changes may have caused this.

Cheers
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davidjpearce1

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hi iudex

 it is bounced emails saying domain invalid, now before it was timeouts for trend receiving but before [both upgrading to v12 & trend reinstating @cs.trendmicro.com] it was timeouts on them accepting messages. Trend are aware of actual problems and have performed remote investigations

(Edited)
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iudex gundyr

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Hi davidjpearce1,

Thanks, Good to know Trend Micro has looked up into this issue. :)
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kwall

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Over 2 months later and no resolution or update.  Now my trendmicro toolbar within outlook randomly disables itself.  When I re-enable it, it re-activates the spam marker briefly but when you try to assign an email as spam, nothing happens and then the toolbar is automatically disabled again.  My employees have no way to tag spam emails, have them moved automatically to the spam folder, and have them automatically sent to TM.  Unacceptable.
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TM_Ian, Employee

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Hi @kwall,

Apologies for this issue. The issue with the spam@cs.trendmicro.com has already been addressed backend before so everyone should be able to send spam samples from Outlook.

May I ask what version of Microsoft Outlook are you using? Can you try to disable the Anti-Spam Toolbar from the main console? Wait for a few minutes and re-enable it.

Also, please make sure that you're running the latest version of the Trend Micro program which is 12.0.1191. 

We'll wait for your response. Thanks and have a great weekend! 

Trend Micro Home Users Community 
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kwall

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Outlook 2013.  TM version up to date.  Tried your suggesting.  No change.  Removed the toolbar, then added it back in.  The spam "button" within the add-in is disabled.  When I use the Trend Micro pulldown the enable button is available.  When I click that, spam button goes live for a second and then disables again.
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kwall

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Just went through steps in Solution ID: 1104575.  Noticed I do not have the "Redemption Helper Outlook Extension" visible in my addins.  Not sure why it's gone missing or how to get it back.  Do not want to do an uninstall/reinstall on all office machines!!!!
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TM_Ian, Employee

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Hi @kwall,

Thank you for the response and we sincerely apologize for the trouble.

Can you try to reinstall Trend Micro on one of your machines to check if this will resolve the issue with the Anti-Spam toolbar?

We'll wait for your response.

Trend Micro Home Users Community 
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kwall

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Thanks Ian.  Before I do this, can you please confirm that the TM settings that have been customized (i.e. schedules, vaults, etc) with the current install will  remain intact?  Also, can I just run the upgrade to re-install or do I need to uninstall and then download and re-install from scratch?
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TM_Jabi

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Hello kwall,

Sorry for the late response.

Here's what you can do to secure that you can keep your settings intact. 
1. Export your Settings. 
 - Open the main console. 
 - Click on Settings.
 - On the the Settings page, press CTRL + E keys on your keyboard at the same time to import the settings.
 - Choose a location on where you can find it easily for exporting. 

2. Reinstall the Trend Micro program. It would be best if you will perform a clean reinstall just to be sure. 

3. Import your Settings.
 - With the program reinstalled, you can just import your settings from it's original state. 
 - Just press CTRL + I, look for the file, then OK.

4. Verify if the issue persists or not. 

We will wait for your update regarding this issue. 

Trend Micro Home Users Community 
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kwall

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This did not work at all and wasted over 2 hours of my time.  Thanks TM.  Does anyone on here have a recommendation for AV software for a small business other than TM that would either not do this random change to their program in the first place or at the very least come out with patch immediately to address the issue.  The Outlook toolbar add-in for marking and reporting spam on all of my office machines is disabled.  When you click enable on the tool bar, it looks like it works for all of 30 seconds before it automatically disables again.  Ridiculous.  Deactivated the and reactivated the toolbar as suggested, upgraded as suggested, completely uninstalled and reinstalled as suggested (saved the settings as recommended above only to not have the vault, etc return when I re-instated the settings #$$$%**).  So mad at TM.  Complete FAIL!
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kwall

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Hello ..... Hello ..... Is anyone out there?  Small business customer for 6 years on premium services and this issue/request/pain/time consuming hassle as a result of TM changing their program and not advising existing customers or putting out a patch is what I have received for paying good money.  Can someone from TM at least respond with an honest answer that you intend to do nothing and we have lost the feature to mark and report spam within Outlook.  At least that would have saved me hours upon hours of wasted time.
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TM_Victor, Employee

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Hi kwall,

We do apologize for the inconvenience that you are experiencing. 

Can I ask you to contact us over our support lines for checking and possible resolution of the problem that you are encountering?

Ways to Contact Support

We'll wait for your response.

Trend Micro Home Users Community 
(Edited)
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Tom Emmelot, Champion

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Hi TM_Victor

and the research that I have reported here before??

I test that several times now and with imap no working spamfilter ALL the versions of Outlook!!!

Kind regards,
Tom
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TM_Victor, Employee

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Hi Tom Emmelot,

The research you have made stand as is that imap does not work on all version of Outlook.

We are only asking for kwall to contact us so that we can have a check on his outlook if it also running on
an unsupported version. This is also to clarify the concern why the filter does not work on his end.

We hope that we can perform the check and also clarify the issue.

We value as well the research and tests you have made.

All the best!

Trend Micro Home Users Community
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Tom Emmelot, Champion

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Hi kwall

I test it 4 weeks ago and published it here on this site, so i quote myself:

Tom Emmelot



Hi Victor and Len,

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 this explains a lot of the trouble, but what the Windows 10 RS3 Fall Creators Update has to do with it i dont know!!!
So for me , case closed and TM start working on IMAP protocol protection!

Kind regards,
Tom
(Edited)
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kwall

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TM Victor.  If you read the thread above, multiple TM employees have already responded to indicate that TM is aware of the issue and has a team working on it.  If you also read the full thread, there are various discrepancies/inconsistencies in the responses from TM employees starting with the initial response from Nicole.  Also if you read, I have explained multiple times why I refuse to waste any more of my time fixing TM's issues.  To make matters worse, I first posted why I don't want to upgrade and re-install on all our business machines due to time lost and eventually gave up so followed the instructions provided by one of the TM employees to do a full uninstall/reinstall which not only didn't work but I had asked before I did it how to ensure I wouldn't lose all my settigns including vaults, was provided a solution, which did not work.  You have the timeline I posted the issue, you have a response indicating that TM changed spam reporting randomly without advising existing customers or providing an auto upgrade to fix, you have my responses to what programs we are using and you have Tom Emmelot's replies regarding the IMAP which we use throughout the office.  That should be more than enough info for TM to fix for their customers without wasting any more of our unpaid time AND it shouldn't take over 4 months and multiple followups from your customers to ask on status of the TM "team" that's working on the "known" issue!  This is absolutely unacceptable.
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erza, Official Rep

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Hi kwall

Let me clarify the situation here - the issue in the original post is already addressed. We acknowledge the miss and have discussed internally how to prevent this in the future. 

Other issues (in other threads) which happened after the Fall Creators Update can be resolved by repairing Outlook or reinstalling Outlook and Trend Micro Security altogether, I can understand why you were given similar isolation / solution since the symptom is similar.

However, your case falls under Unsupported Protocol. I don't want to make any excuse for missing this piece of information and I will not make any promise that we can make the toolbar support IMAP anytime soon, I will definitely bring it up to the product team but for now, is there anything we can help you with? I will contact you in another private post to get your contact information and callback schedule.

^erza

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