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

  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged
Just updated to Windows 10 Fall Creator.  When I try to enable, it disables and is not filtering spam.
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kend

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Posted 1 year ago

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lenvdr

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Hi Tom, I am not quite sure which of the two errors you are referring to, the Greying out of the spam Icon or the slow exit/closing down of Outlook. The greying out of the spam filter happens on ALL versions of Office and is caused by the updated version of Windows Defender, The slowing down of Outlook closing problem is mainly on 2013 and 2016 versions of Office irrespective of the windows 10 version and is not badly affecting the 2010 version of Outlook, (a bit slower but liveable but on the 2013 and 2016 versions of outlook its a total pain). Seeing that you have the 2016 version of Office you can check this when you get your spam filter to work? I have managed to get 5 machines that were updated to 1709 to work with the Trend spam filter without any problems so far, could not try any more as all the other machines we own, have been restored back to version 1703, without any problems so far. If you have the time to restore your machine back to 1703 then do so, and should you want to update it again do so with an ISO download not an internet install/update. Download Media creation tool and make a bootable media either DVD or Flash Drive (8GB to be safe, you can always copy extra tools to the flash drive as well later). Regards Len
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lenvdr

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Hi TM_Kiko, You have my permission to contact me, I will be available on Thursday, morning will be preferred. What machine would you need the log-files of?  Trend Support have taken log-files from the PC that is running Win10 v1703 with office 2013, and only problem I have on it is the "Long time it takes to close outlook after a spam is reported, no other problems and this machine did not update to v1709. I had other machines that use both office 2013 and 2016 and after the update to v1709 the spam filter also greyed out on all these machines, as well as Office Word and Excel gave Mapi errors. All these machines were restored back the previous Windows 10 version 1703 and all are working fine except for the slow closing of outlook after a spam is reported. I can also confirm that I have 1 machine on my site and 4 machines on another site using office 2010 with the spam filter working fine and they have the Fall update installed, they only started working after I did the removal and re-install of trend after doing the full fixes and all updates to Defender. I and many others have a strong feeling that Microsoft is attempting to expressly create problems in office 2010 and will shortly be doing the same to 2013 to force users to go to office 365. Office 2010 is the only current stable version on the market and is still readable, newer versions are Bland and most people can't read the screens due to lack of colour in any icons and poor contrast. By the way I am a retired IT consultant and used to own two IT companies, I still do quite a lot of consultancy for several other IT companies as well as for many of my old clients. An untold number of new machines sold during the past three years have installed either OPEN OFFICE or one of its variants since the non availability of new licences for office 2010. I have several people that are trying to sell their office 2013 and 2016 licences.
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TM_Yanna, Employee

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Hi lenvdr

We have noticed that your case is already being handled by our escalations team. You have informed them that your case is to be closed.

May I know if you wish to continue with the case? If so, please reply to the last email sent to you by the escalations team.

Hoping to hear from you soon.

Trend Micro Home Users Community 
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TM_Victor, Employee

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Hi Tom Emmelot,

We apologize for the inconvenience you have experienced.

We have reviewed the case regarding your contact with our escalations team. It seems that during that there was a misunderstanding as during that period, the Microsoft Outlook that was installed on your device is the 2010 version. With that version of Outlook, it is not compatible as informed by our escalations team.

On your recent post, you have informed that you have already the 2016 version installed. Can I ask for the details that you have encountered so that we can verify more of the concern?

May I know if you are running the latest Windows 10 RS3 Fall Creators Update?
May I verify if your version of Microsoft Outlook 2016?
Did you also start to encounter the issue after updating to Windows 10 RS3 FallCreators update?

We hope to hear from you soon.

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

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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
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TM_Victor, Employee

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Hi Tom Emmelot,

Thank you for your response and we apologize for the inconvenience.

We hope that the compatibility problems are resolved as soon as possible as well.

We greatly appreciate your contributions.

Thank you and have a great day!

Trend Micro Home Users Community 
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lenvdr

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I think everyone is getting their facts mixed up here including TM. Firstly I am not sure about the statement a TM person told Tom as follows:This is Nate from Trend Micro Consumer Support. I would like to
inform you that the Trend Micro Anti-Spam Toolbar is only
compatible on MS Outlook 2013 or 2016 for Windows 10 RS3
Fall Creators Update. I recommend you use the 2013 or 2016
version instead. If you still want to try the 2010 version,
you can try to repair MS Outlook on Programs and Features.

The spam filter works on all the above versions as regards the functioning of the Spam filter. It did stop working on all versions as well after the 1709 Falls Update, but that was due to that update also including an update to Windows Defender that tried to disable parts of Trend causing the spam filter to be greyed out and if an attempt was bade to reactivate it, it would just be disabled again. This problem can be fixed by what I suggested regarding the full uninstall of trend, then checking all updates to defender, then reinstalling Trend.... If followed in that sequence correctly all will work in all versions of office. Trust me I have done it now on quite a few machines without failing.   Another thing the Fall update messed about was when sending a email from the email icon when within Word or Excel it would fail with a MAPI error (not imap) and that can be fixed with a simple repair of Office.  Hope this ends the problems regarding the FALL Update to 1709.  NOW FOR THE OTHER PROBLEM BEFORE THE WINDOWS UPDATE: This is only regarding outlook 2013 and 2016 the so called compatibles with the SPAM filter: Only compatible with outlook 2010 on all our machines. With Office 2013 and 2016 After marking a message as Spam then doing a send receive to inform Trend about the spam, Outlooks takes up to 5 minutes to close at times sometimes a bit less, if no messages were marked as spam during that open session outlook will close instantly. I HOPE ALL NOW UNDERSTAND THE TWO PROMLEMS that are OPEN regarding the spam Add-in. So to TM I am waiting on a reply form Trend if this slow closing problem has been isolated to Trend Or MS. I am of the opinion that it is most likely to be in trend but may also be due to other factors in MS Outlook in the way Outlook handle open files. I have an unsolved case open regarding this, the concerned case is closed on a condition that Trend report to me if or when the problem is resolved. Trend Support have closed the case as UNSOLVED till further notice. I am sure trend programmers can solve the problem together with MS as it exists in both the latest's versions of Office namely 2013 and 2016.     There are many other problems in windows Fall update 1709 but that's another story and has nothing to do with Trend or this blog.             

Regards Len
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lenvdr

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Just for information about MS trying to get people to buy new software or update here is a problem I just received.   A client called me and said MS informed him documents done in Office 2010 32bit can not be opened in 64bit version and he needed to upgrade to 2016, so he did it and lo and behold it would not open either. I told him "CRAP" it will open in 32 or 64 and asked him how he was opening it. I told him it was just a file association problem and he just needed to set his association to always open with, and point to the executable of the 64 bit version of excel and same with word.  All works fine now.  5 second problem MS require upgrade to 2016 or 365.  !!!!!!??????
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Tom Emmelot, Champion

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Hi Len,

Look-likes  the people are trained to get them buying!!!

Kind regards,
Tom
 

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Tom Emmelot, Champion

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Hi Len,

I presume that you read my test, so pop3 account working spam filter, IMAP account not working spam filter and that by all the Outlook versions.
Then also if you use the Outlook connector program it wont work, that program MS created instead of the Exchange to connect easy. But what MS wants is use 365 online!
So if 1 of the accounts in outlook use pop3 the spam filter works but only on that account!

Kind regards,
Tom
 
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JayDee

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I have this exact same problem.  We upgraded to Outlook 2016 from 2010 a couple of months ago.   The anti-spam toolbar has been working fine in Outlook 2016 with a POP account.  Then now, after the recent Windows update, it keeps disabling.   I keep re-enabling it and every time Outlook restarts it is disabled again.

This is very frustrating as we get a lot of junk mail and I am unable to flag it up as such!!  

I have uninstalled Trend Micro (using the uninstall tool), reinstalled and it has not solved the problem.

I also now have the problem of the TM anti-spam button (when I have re-enabled it), now marking the spam message and also any message which is beneath it as spam.  i.e. deleting two messages, instead of just the one!

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!
(Edited)
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TM_Kim, Employee

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Hi JayDee!

How are you today? I hope you are doing fine.

Thank you for informing us about the issue here in the community.

Upon checking your concern, your Trend Micro Anti-spam Toolbar is not working properly on your Microsoft Outlook 2016 after updating your Windows operating system. Let me help you with this.

May I know if your computer runs on the Windows 10 RS3 Fall Creators Update?

To check for this, please follow the steps below.

Here are the steps:

1. Press the Windows Logo key and R key at the same time.
2. On the Run windows, type in "winver" without quotation marks.
3. Check if the operating system's version is 1709.

After that, please check if the installed Microsoft Outlook is a Click-to-Run version. To know if the version is a Click-to-Run, please refer to the steps below.

Here are the steps:

1. Open the Microsoft Outlook.
2. Click on File on the Menu Bar then click on Office Account.
3. If the installation of Office was performed via Click-to-Run, there will be a specific Office Updates section that says "Updates are automatically downloaded and installed".

Please check if this section is present.

To work further on this issue, it would be best if you will contact our Technical Support team so that we can everything regarding the issue. Please refer to the contact details below on the link below.

Ways to Contact Trend Micro Support

Thank you and have a great day! :)

Trend Micro Home Users Community
(Edited)

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