when we send emails recipients are receiving multiple copies

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  • Updated 1 year ago
  • Answered
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flemkpb

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Posted 1 year ago

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TM_Victor, Employee

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Hi flemkpb!

Welcome to the community!

To fix this issue, may I know a few details regarding this one?

1. May I know if you are using any email client software like Microsoft Outlook?

2. If you are not using any email client software, may I know what web browser are you using? Is it Google Chrome, Mozilla Firefox, Microsoft Edge, or Internet Explorer?

3. May I know if you have tried to get a sample from your recipients to check if it is the same email you have sent with the same email address sender and contents?

We will be waiting for your reply regarding this one for us to assist you accurately. Also, upon checking your subscription is eligible for the Trend Micro Premium Support. If you want to be assisted on this in real-time, you may contact the Premium Support using the contact numbers on this link.

Thank you and have a great day!

Trend Micro Home Users Community
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flemkpb

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1. Windows Live Mail
2 We use internet explorer most of the time
3 Yes the same address. When  recipient opens the email all they get is code. It wanted to print nearly 200 pages
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TM_Malik, Employee

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Hi flemkpb!

We thank you for your reply.

You mentioned that when your recipients open the email, all they get are codes. May I ask if you receive a message that says “Trend Micro Security protected you from a risky message”?

If so, please apply the fix on recipients' computers from the link below:
Trend Micro Security protected you from a risky message

If not, kindly provide screenshots so that we can further check on the issue.

We can also try to isolate the problem first by temporarily disabling the Trend Micro program components.

OPTION 1: Turn off Trend Micro Security from the System Tray
  1. Right-click the Trend Micro icon  in the System Tray (near the clock at the bottom right part of the screen). 
    If you do not see the System Tray icon, click the arrow button to show the rest of the icons.
  2. Select Exit.System tray icon
  3. Wait for Trend Micro's System Tray icon  (near the clock at the bottom right part of the screen) to disappear.
    Once the icon disappears, Trend Micro is now disabled.If you are having problems clicking the Trend Micro  icon from the System Tray, proceed to OPTION 2: Turn off Trend Micro Security using the Diagnostic Toolkit.
OPTION 2: Turn off Trend Micro Security using the Diagnostic Toolkit
  1. Open the Trend Micro Diagnostic Toolkit, do the following:
    1. Click Start > All Programs > Trend Micro > More Tools and Help.For Windows 10:
      1. Click Windows icon > All Apps > Trend Micro > More Tools and Help.
    2. Click Trend Micro Diagnostic Toolkit.
    3. Click Yes when the User Account Control Window appears.User Account Control
  2. On the Diagnostic Toolkit window, click the Uninstall tab, then click 5. Stop all components.Stop all components
  3. Wait for Trend Micro's System Tray icon  (near the clock at the bottom right part of the screen) to disappear.
    Once the icon disappears, Trend Micro Security is now disabled.

After temporarily disabling the Trend Micro program on the recipients' computer, you may try sending emails again. After isolating the program, you may re-enable the Trend Micro program by double left-clicking the Trend Micro icon on desktop or clicking "Start All Components" on the Trend Micro Diagnostic Toolkit.


Thanks so much and have a lovely day!

Trend Micro Home Users Community