Trend is blocking internet access for a program

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  • Question
  • Updated 8 months ago
  • Acknowledged
  • (Edited)
I have an issue with software than needs to connect to a server on every start up  that since installing Trend is being blocked from making this connection. I can not find where to add this program to Trend that will either allow it to connect to the internet or exempt it from the block. The software needs to verify that I am a paid user at every start up and allow the program to work. I need to be able to add the *.exe file that is on my computer, not the website it connects too. I have found where to add websites so don't reply and say to add the website, I tried that and it doesn't work.
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michaeldeeganauthor

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Posted 8 months ago

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TM_Pat, Employee

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Hi michaeldeeganauthor and welcome to the Community!

Thank you for letting us know about this issue that you are experiencing with the Trend Micro program on your computer. We'd like to apologize for whatever inconvenience this has caused you.

For your concern about Trend Micro Security blocking this specific software on your computer to access the internet, are you getting any pop-up messages from Trend Micro Security that indicates the software was blocked by our software? If there's any, will you please provide any screenshot of the message so we can have a look on it?

If there's no pop-up from Trend Micro Security, please try to disable the software to isolate the issue. Please see the article below to temporarily disable Trend Micro Security on your computer.

Disabling or enabling your Trend Micro Security software

While the Trend Micro Security program is disabled, please try to open the software that you are referring to. If the issue seems to be resolved while Trend Micro is disabled, kindly add the affected software to Trend Micro's Exception List. Please click here for the instructions.

I hope this helps and we'd love to hear from you soon!

Enjoy the rest of the week!

Trend Micro Home Users Community
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michaeldeeganauthor

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The program does not need disabling. It only starts when I start it by double clicking the *.EXE file and during its start-up procedure, it requires access to the internet to verify my identity. I am not receiving any pop-up messages. I have tried disabling Trend via the systray option and again, it will not connect. I am suspecting that its a firewall issue and as trend does not utilise its own firewall, I suspect its the 'enhancements' it provides to Windows firewall that is creating the issue. This is a valuable tool I use in my profession as an author and unless I can resolve this issue quickly, I will be forced to un-instal Trend and seek an alternative source of internet and PC security. I am time critical on this issue as I have dead-lines with my publishers to meet. I have the 'Maximum Security support' option and after logging in and selecting this option, the screen said 'loading' with the little movement cursor going around and around for over 4 hours but failing to connect. I tried again this morning and again, the 'loading' screen has been displaying for almost 2 hours now with no result. I need to fix this issue urgently.
(Edited)
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TM_Kaye, Employee

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Hello @michaeldeeganauthor!

Thank you for your response.

I do apologize that you are encountering this issue. Since you have disabled the Trend Micro Security and the program still does not connect to the Internet, it seems that the issue you are encountering is not with Trend Micro Security. I suggest that you contact the developer of the program that you are using regarding this to assist you on how to resolve this. 

If possible, kindly provide to us the screenshot of the Trend Micro main console that shows the loading screen so we can further investigate the issue. 

Have a great day!

Trend Micro Home Users Community
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michaeldeeganauthor

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Did you even read what I sent? Seriously. The program was working fine right up until the Trend installation. I mentioned I suspected that the Trend enhancements to the Windows 'firewall' was quite possibly the problom and you totally skipped addressing that issue. Regardless, I have removed Trend from my system, Installed Kaspersky and the issue is resolved. The software is working fine again as Kaspersky offers the ability to add the '*.EXE' file to the exemptions list on its own firewall where Trend DOES NOT offer this option. If this is what Trend calls maximum support, the change to an opposition product is more than justified. Your customer support is abysmal.
 
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TM_Kiko, Employee

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Hello michaeldeeganauthor 

We do apologize about this. Furthermore, we would like to extend further help to troubleshoot this problem that you are having.

You may follow this link to add files (including the .exe file) that you wish to be exempted from the protection so it will not be prevented to work as expected.

Configuring the Exception List of Trend Micro Security software

Also, I would suggest that you add the whole program's folder so all of the files that it might refer to when you are working with it will also be affected by the policy that you will apply.

We are still more than happy to help if you wish to continue.

Let us know if this helps.

Trend Micro Home Users Community
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michaeldeeganauthor

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The program is working fine with Kaspersky internet security running and did so right from the initial install. Again, you totally failed to read my e-mail and suggested a solution I had already said that I had tried and ignored my thought that it was a firewall issue.. No matter, I uninstalled, and returned TrendMicro to my store of purchase, received a full refund and purchased Kaspersky. I much prefer Kaspersky as their 'help' is a '1800' phone number where I can talk directly to a support technician instantly and obtain help should I ever require it, rather than this waiting days for Trend assistance or lack thereof.
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TM_Phebs, Official Rep

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Hello michaeldeeganauthor 

We do apologize for the inconvenience that this has caused you. 

We’re sad to see you go and we completely respect your decision for choosing another product. We do hope that you’ll always be safe in your online journey and would consider using Trend Micro again in the future. 

Trend Micro Home Users Community