Trend Micro internet security causing problems

  • 1
  • Question
  • Updated 2 weeks ago
  • In Progress
A few days ago my wifes laptop that had trend micro internet security installed stopped connecting to the internet ,since we could not figure out what was wrong we brought it to out computer dealer who informed us that the problem was the trend micro internet security that prevented the laptop from connecting to the internet ,we where also advised to remove trend micro from all our computers, why is trend micro security causing these kind of problems?
Photo of bertvdhulst

bertvdhulst

  • 130 Points 100 badge 2x thumb

Posted 2 weeks ago

  • 1
Photo of woodartisan55

woodartisan55, Champion

  • 7,872 Points 5k badge 2x thumb

Hi beertvdhulst. First off, I'm a long-term (10 yrs or more) user of Trend Micro and have not had such a problem with it. Second, I think your dealer is way off base as Trend has been voted one of the best, and on some tech websites, the best, security going. Third, before removing TM, I would call the assistance number available for help from one of the Trend Micro techs. If I had to assume what problem you have, I would offer a suggestion that you may have unintentionally picked up some sort of malware or PUP. Make the call for your own benefit. Good luck!  https://esupport.trendmicro.com/en-us/home/pages/technical-support/contact/home.aspx
(Edited)
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 19,912 Points 10k badge 2x thumb
Hi bertvdhulst

Welcome to TM Home users Community, a public site where volunteers try to help each-other , also there are TM Employees that can give answers, that is only at working hours. I am just a volunteer!
I almost answer in Dutch but i shall do it in English.
This is the first time since i use TM (since win 98) that i here something like this and i like to know the shop that is telling you nonsense!!!  Like to sell you won of his AV i think?
Put TM back on and ask here for help and not the other way around!!

Kind regards,
Tom
Of zeg ik vriendelijke groeten van
Tom?

Photo of bertvdhulst

bertvdhulst

  • 130 Points 100 badge 2x thumb
Hallo Tom , Ik zal het proberen om het in het nederlands te doen , Het probleem was met de laptop van mijn vrouw ,ze kon niet meer connecting to the internet, De persoon  waar ik al mij pc's koop vertelde mij dat TM de reden was dat hij de internet kaart weer opnieuw moest installeren ,en dat ik geen internet security zoals TM niet meer nodig heb omdat  win 10  het al heeft (windows defender) Ik heb TM gebruikt op zijn minst voor 10 tot 12 jaar en nooit geen problemen er mee gehad. Ik ben geen computer expert,en daar om heb ik maar gedaan wat mij verteld werd. Bedankt voor de reactie erg gewaardeerd

Groeten vanuit Canada 
Photo of TM_Malik

TM_Malik, Employee

  • 8,884 Points 5k badge 2x thumb
Hi bertvdhulst,

Sorry for having these problems on your PC. Can you check if there are any other security programs installed on your PC or potentially unwanted program? If so, those are the programs that we need to uninstall instead... it's possible that you are receiving performance issues due to those programs.

You can also call our 24/7 Premium Support hotline since you are a Premium Subscriber.

Regards,
Photo of bertvdhulst

bertvdhulst

  • 130 Points 100 badge 2x thumb
The only security program  other then Trend Micro is windows defender. And for on know reasons to me i was told that they had to re install the internet card because as i was told Trend Micro was the reason the internet card was disabled, I am not a computer expert and have to rely on other people,
I am going to find out from my repair person why he claims that Trend Micro was the cause of my problems

Regards  Bert vanderhulst
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 19,912 Points 10k badge 2x thumb
Hi bertvdhulst

Your Dutch is better than my English ;)
But reply here in English, i never heard a story like this, even in the time TM had is own firewall they never interfere with Interface drivers of a internet card! For you, just read about it on AV test pages.
If you think Win Defender is doing the Job good enough for you instead of TM than let it be.
In mine opinion you are better protected with TM.
The reason the internet was blocked is possible because  other programs where installed also.
Look here:potentially unwanted program

Wish you good luck and all the best.
If you want contact me Google me and you find the way.

Kind regards, groetjes,
Tom

Photo of TM_Pat

TM_Pat, Official Rep

  • 5,396 Points 5k badge 2x thumb
Hello Everyone!

Thank you for all your efforts Tom Emmelot woodartisan55!

And for you bertvdhulst, thank you for reporting this issue that you encountered and apologies for the inconvenience. For us to assist you in a more timely manner, we suggest that you call our Premium Support toll free hotline since you are entitled to such service. Lines are open for 24 hours a day, 7 days a week.

Regards,
Pat