Trend is preventing me from saving excel and word files as pdf in google drive file stream

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  • Updated 5 months ago
Recently installed version 15.0 of Trend Micro Internet Security on an HP laptop and now I am unable to save Excel or word Docs as a pdf in google drive file stream.  When I disable Protection against Virus's and Spyware I can save them as pdfs again.  I have added the Google drive directory to the exceptions list (which solved my problem of not being able to save updated file versions) but has not solved the PDF issue.  Google Drive version is Version: 29.1.85.2056
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metro.nz

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Posted 5 months ago

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TM_Pia, Employee

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Hi metronz,

I'm sorry to hear about this experience.

May I please know if you're not able to open those PDF files as well? 

Kindly try running the hotfix from this link:

Unable to open PDF files when Trend Micro Security software is enabled.

And let us know how it goes.

~Pia
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metro.nz

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Thanks for your reply.  Unfortunately this hasn't resolved the issue and now I can no longer save changes to files ie word docs as when I try and save it makes the file read only so I have to save as a new file each time. 
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TM_Pia, Employee

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Sorry for this inconvenience, metro.nz.

I will endorse this case to one of our senior engineers. 

Please expect an email within 10-15 minutes for more details of the escalation process.

We can continue our conversation through it.

~Pia
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jlfletchall

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Unfortunately I just discovered i have the same issue , been fighting this for 2 weeks now. Any fix yet?
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TM_Cha, Employee

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Hi jlfletchall,

Welcome to Trend Micro Community!

I'm sorry to hear about your experience. Have you tried to run the hotfix from this link? 

Unable to open PDF files when Trend Micro Security software is enabled

If not, please do so and let me know how it goes.

~Cha
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kevinkretovics

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I'm running into a sharing violation with TM turned on but everything saves just fine when it's turned off.
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jlfletchall

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Where did you go to turn it off?
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jlfletchall

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Where did you go to turn it off?
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kevinkretovics

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Right-click the icon in the icon tray, then uncheck "Protection Against Viruses & Spyware". That disables the Trend Micro anti-virus software, which is not what we should need to do for this to work. I'm on chat with support right now.
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jlfletchall

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Gotcha, i’m Already doing the same thing. Thanks
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TM_Cha, Employee

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Hello, jlfletchall

Should you need any assistance, just inform us and we'll help you out. 

~Cha
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kevinkretovics

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Thanks, I spent 3 hours on remote desktop with a Level 2 Engineer yesterday. As soon as they can provide me with an update to the log catches, I'll let everyone on this thread know. Thanks!
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Robert Walsh

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same issue for me
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TM_Pia, Employee

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Hi Robert Walsh,

Have you tried applying the fix from the link:

Unable to open PDF files when Trend Micro Security software is enabled

Awaiting your response.

~Pia

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