TM Maximum Security blocked my apps from starting

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  • Updated 1 year ago
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I had to spend an hour on the phone with a tech support representative to get Trend Micro Maximum Security installed. I was provided with a hotfix that was necessary for Outlook 2016 to start. But even after all that was resolved I still had add over 20 applications to the exceptions list to be able to use my system in the normal way that I do. And even now I wonder what other applications have been blocked from starting up that I have yet to discover.

Is this supposed to be the normal experience for a new user? I've worked as a software developer for decades so I was able to work through the process of finding the exact location of the application executable files but I cannot imagine that the average user who has little to know knowledge of the Windows file system and how things are organized would endure what I've endured.

Did I miss something, even with a rep holding my virtual hand?
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weeks

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Posted 1 year ago

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Tom Emmelot, Champion

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Hi weeks,

Can you tell me what OS, PC, TM version you are on.
I use Folder Protection, i select "Users" and so far, few month's i had 3 things to add to the exceptions list.
So i don't know what you did, but that is not normal, so tell me more.

Kind regards,
Tom
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weeks

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Thanks, Tom.  The OS is Windows 8.1, the PC is Lenovo and the TMMS is whatever is current.  During install the folder protection defaulted to the Documents folder so I just took that.
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TM_Ferry, Employee

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Hi weeks,

Welcome to Trend Micro Community!

Thank you for posting your concern here and we apologize for the inconvenience this has caused you.

At times, Trend Micro program is falsely detecting a software as a malicious program. These detections were triggered because something was exhibiting behavior similar to that of known malware, or not typical of the file type it was supposed to be. If you're sure that the software is safe and legitimate, you will need to add the program to your Trend Micro program's exception list.

In your case, 5 or more programs that is being detected by Trend Micro program is not normal. Can you provide us the list of the programs that are being blocked by Trend Micro? Also, may we know if you're seeing these programs in the security reports?

For you to see the security reports, kindly follow these steps:

1. Open Trend Micro program.
2. Click the pie graph icon at the middle, beside of Scan button.
3. Under the Security Threats, you should see all the programs and files that has been detected by Trend Micro.

For detailed steps regarding the security reports, please see this article:

Using the Security Report feature of Trend Micro Security

Hope this helps.

Have a wonderful day! :)

Trend Micro Home Users Community
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weeks

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Here are two screen shots showing the programs I had to add to the exceptions list in order for them to run.
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weeks

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My mistake.  The first and third screenshots are the same.
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Tom Emmelot, Champion

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Hi Weeks,

If a program want to change things in the User-map, then the window appear where u can click "trust", but i have few programs like you that i don't have to trust and are not in my list.
I think there is somehow still something wrong with your install and this have something to do with "Rights"
So I suggest to do a new instal:
And also look here first.
Programs to remove before installing Trend Micro Security
https://esupport.trendmicro.com/en-us/home/pages/technical-support/1061023.aspx

[Hotfix] Uninstalling Trend Micro Security 2017 using the Uninstall Tool
https://esupport.trendmicro.com/en-us/home/pages/technical-support/maximum-security-2017/1115650.asp...

Using the Trend Micro Remnant File Remover Tool
https://esupport.trendmicro.com/en-us/home/pages/technical-support/maximum-security-2017/1104912.asp...

Installing Internet Security 2017
https://esupport.trendmicro.com/en-us/home/pages/technical-support/internet-security-2017/1115023.as...

Kind regards,
Tom
(Edited)
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weeks

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Thanks, Tom.  I've already installed twice and I think I have it working more or less as I wish.  So, for now, I'm just going to let it ride, but I will keep your suggestions in mind.  Though, honestly, if I have any more trouble I'm likely to just uninstall TM Maximum Security and return to the environment that I had before.
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Tom Emmelot, Champion

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Hi Weeks,

Ok let it ride, the mail is there to stay for a while.
So if you have other questions, here from you.

Kind regards,
Tom
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TM_Malik

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Hi Tom,

Thank you for your further troubleshooting steps to help resolve the issue.

Hi weeks,

Please provide us updates on your most convenient time after doing the advised steps.

Thanks so much and have a lovely day! :)

Trend Micro Home Users Community

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