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I cannot connect to the Internet when my Trend Micro program is turned on
 

Solution ID:

 EN-1054900

Product:

 Trend Micro AntiVirus plus AntiSpyware - 2008, 2009, 2010; Trend Micro Internet Security - 2008, 2009, 2010; Trend Micro Internet Security Pro for Dell - 2009, 2010 / 3.0; Trend Micro Internet Security for Dell - 16.6; Trend Micro Internet Security Pro - 2008, 2009, 2010
Operating System:
 Windows - 7, Vista, XP

Published:

 11/3/2009 11:07 PM 
 

Problem:

I cannot connect to the Internet when my Trend Micro Internet Security Pro, Trend Micro Internet Security, or Trend Micro AntiVirus plus AntiSpyware is turned on or enabled.

 

When I disabled my Trend Micro program, however, I was able to go online. How do I resolve this so I am protected while on the Internet?
 

Solution:
Public
 

To resolve this issue, please follow the recommendations below:

 

1.

Make sure no conflicting software is installed on your computer.

 

 

 

 

If you used a different antivirus or antispyware program before installing your Trend Micro program, there may be remaining components from your old software in your system.

 

 

 

 

 

For instructions on how to remove these components, click on the appropriate link for the action you want to take:

 

 

 

 

 

 

o        Remove Symantec or Norton software

 

 

 

o        Remove McAfee software

 

 

 

o        Remove other third-party security software [Solution EN-1035905]

 

 

 

 

 

Note: If you encounter issues while removing third-party antivirus or antispyware programs, refer to the manufacturers’ websites for more information.

 

 

2.

Try to connect to the Internet.

 

 

 

 

·         If you are successful, you do not have to perform any of the steps below.

 

 

·         If you still cannot connect, proceed to Step 3.

 

 

 

Important: We recommend that you print out this document before proceeding because you will be asked to restart your computer during the procedure.

 

 

3.

Disable your Trend Micro program.

 

 

 

 

For instructions on how to do this, refer to solution EN-1037114.

 

 

4.

Check for and remove any malware (malicious software like viruses and spyware) that might be on your system by running HouseCall, our online scanner.

 

 

 

 

For instructions on how to scan your system using HouseCall, refer to Knowledge Base solution EN-1038437.

 

 

5.

Restart your computer. This will re-enable your Trend Micro program.

 

 

6.

Try to connect to the Internet.

 

 

 

 

·         If you are successful, you do not have to perform any of the steps below.

 

 

·         If you still cannot connect, proceed to Step 7.

 

 

7.

Perform a clean uninstall of your program using the Trend Micro Diagnostic Toolkit.

 

 

 

 

For instructions on how to remove programs using the Diagnostic Toolkit, refer to Knowledge Base solution EN-1037931.

 

 

8.

Download and install the 2010 version of your program for better performance and protection.

 

 

 

Note: The upgrade is free as long as your subscription has not expired. Otherwise, you will need to renew your license before upgrading.

 

 

 

 

For instructions and more information on upgrading your product, refer to our Upgrading to the Latest Version answer guide.

 

 

 

 

  
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