Why is TREND not stopping malware?

  • 1
  • Question
  • Updated 2 years ago
  • Answered
Why when keying into browser, the search engine is changed to ASK or others without me requesting it. Also, when activating this request, it was opened in BING, not Chrome which is my preferred option. When searching for a solution, I am able to download an application to remove unwanted malware, but Trend is not stopping any, Why am I paying money for a service that does not appear to be working.?
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Posted 2 years ago

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Photo of TM_Victor

TM_Victor, Employee

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Hi @sharick,

We understand that you are confused that your Trend Micro software is not protecting your device. Let us assist you on this one.

I would also like to know what is the status of the Trend Micro program if it is activated with a status of "Protected".

Is it also possible to provide the applications you have downloaded to remove unwanted malware? Let me inform that installation of other antivirus software is possible after the installation of the Trend Micro program but having multiple antivirus programs affects the performance of the other. In turn, some results are false detection, slow computer performance, and not detection of malware on the device.

With the description you have provided that your search engine has changed to Ask without your knowledge, I would like to ask if you have installed any software recently? This Potentially Unwanted Application (PUA) might have been installed together with the software you have installed and has been allow to install on your web browser as a toolbar.

It is possible that your home page has changed from Google home page to Bing home page due to the changes made of the Ask toolbar that was installed.

I would like to suggest the following procedure on our esupport portal for Removing adware from web browsers.

Please let us know if this procedure worked for you or if you need real time assistance on the procedures, you may contact our support line using this link - Contact Trend Micro Technical Support.

Thank you and have a great day!

Trend Micro Home Users Community

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