Trend Micro Internet Security disappeared from my computer, no program files of Trend Micro at all.

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  • Updated 1 month ago
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Trend Micro Internet Security disappeared from my computer. When I searched for it on Start Menu, all it has is the title, without even the icon. Trying to launch it from the start menu has no response.

When I tried looking for the program files in the C drive or D drive, no results turn up. Weirdest thing is I still received the Trend Micro monthly report 2 weeks ago.

I reinstalled Trend Micro but Im worried some virus is lurking around that removed all my trend micro files in the first place.
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Alpaca

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Posted 5 months ago

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jappelma

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I seem to have the same problem. 
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TM_Malik, Employee

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Hello, Alpaca and jappelma. Welcome to the Community!

Apologies for the inconvenience but thank you for your posts and letting us know your concerns. We just want to inform you that our developers just recently deployed a 'Version Upgrade' to make sure that our subscribers get the benefits of the latest features from the latest version of the program. It seems that the installation of the latest version on your PC was not able to push through but what we may just do is to provide a manual reinstall for the program. Rest assured the Trend Micro program older versions were uninstalled due to the 'Version Upgrade' and not by a certain virus. We're already checking the causes for this issue and provide fix moving forward.

Thanks so much for your understanding and have a lovely weekend!

Trend Micro Home Users Community
(Edited)
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Alpaca

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ohhh wow, okok thank you for putting to rest my worries. This kind of prompt customer service will be the reason why i renew my trend micro subscription:)
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TM_Jabi, Employee

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Hello Alpaca

Thanks for staying loyal to us! 

We are glad that we were able to help you.

If you have concerns, questions or inquiries, do not hesitate to post it here again. 

Thanks so much! 

Trend Micro Home Users Community
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jappelma

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Also from my side a big thank you. Trend Micro is again up and running.
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rohanward

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Hi, how did you get it up and running again?


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TM_Victor, Employee

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Hi rohanward,

They might have performed reinstallation of their Trend Micro programs using the latest 2018 versions.

Can I ask you to try the link Reinstalling the latest version of Trend Micro Security program to reinstall your Trend Micro program?

We hope this helps regarding your concern.

Thank you and have a great week!

Trend Micro Home Users Community
 
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TM_Elise, Employee

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Hi, jappelma and Alpaca!


Thank you for choosing Trend Micro as your device’s safeguard against viruses and other malwares. It's nice to know that your Trend Micro software is working well again.

Please do not hesitate to contact us if there will be issues on your Trend Micro program. You can refer to the link below for the ways on how you can contact our customer support.

How to Contact Trend Micro Support

Have a wonderful day!

Trend Micro Home Users Community
(Edited)
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Springbok1986

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While I agree that the customer service is good, the question remains how the heck did this happen?  Was it not tested before release?  It seems this was not an isolated case or two so it is unlikely to be a narrow band of consumers, and it would have been nice to have some communication regarding this before the customer found it was missing.  Nonetheless, Trend Micro is a straight-up product and I will continue using it and hope I don't experience this again.

Thanks for the responses.

Barrie
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TM_Neo, Employee

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Hi Springbok1986, and welcome to the Trend Micro Community!

My apologies for the late reply. 

The disappearance of the Trend Micro Security varies from case to case.

In most cases the reason why Trend Micro Security files were removed are due to conflicting software. If users are to install a third-party security software, it will prompt the user to remove conflicting files and programs on the computer to proceed on installing the security software. This is the same with Trend Micro Security should the installer detect that you already had a conflicting software installed on your computer.

Please be rest assured that we have a dedicated team currently looking to resolve this issue.

Please feel free to contact us inthe community any time when you need help for Trend Micro products in thefuture. 

Have a great day!

Trend Micro Home Users Community