Unable to download an update (mac) - Proxy with Authentication

  • 1
  • Problem
  • Updated 3 days ago
  • Acknowledged
my Trand Micro Antivirus 2019 (mac) is not able to download any new updates.

When manually started it shows the error: 

U
nable to download an update

Could not connect to the update server. Check the network connection and try again.

--
This happens only when I'm using Mac in company network where Proxy with authentication is required.


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mligor

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Posted 5 days ago

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TM_Pat, Official Rep

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Hi mligor,

We're sorry to hear of your experience.

Please try the solution from this page: "Unable to download an update - Could not connect to the update server" error message appears when updating Antivirus for Mac

Let us know how it goes.

Regards,
Pat
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mligor

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Hi Pat,

unfortunately it doesn't.  Hotfix installer failed


As info: I have macOS Mojave - 10.14.2 (18C54)
 
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TM_Joemar, Official Rep

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Hi mligor,

May we know what kind of proxy are you using?

Examples:
• Automatic Proxy Configuration (PAC proxy)
• Web Proxy (HTTP)
• Secure Web Proxy (HTTPS)
 
Regards,
Joemar
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mligor

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I'm using Automatic Proxy Configuration - and it doesn't work.

Anyway when I switched to the Web Proxy and Secure Web Proxy and entered proxy username/password in MacOS configuration everything started to work as expected.

Problem is probably that Trend Micro doesn't know that proxy authentication is required when I use PAC proxy. Usually PAC is made to be as part of Windows Domain network and as my macOS is not in the domain I got popup from other applications to enter username + password for it.

Anyway, my problem is solved, but it would be good to make some extra option in Trend Micro for proxy settings or to detect that proxy authentication is required and ask user for username and password. 
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TM_Kree, Official Rep

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Hello mligor,

Thank you for the updates. I'm will forward your feedback to our Product Research Team, we will definitely consider this on our next version.

Have a good day.

Regards,
Kree