Knowledge Base

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 link for the action you want to take:

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Remove Symantec or Norton software

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Remove McAfee software

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Remove other third-party security software

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.

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If you still cannot connect: Proceed to the next step.

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, check this solution: How to disable or re-enable your Trend Micro program without uninstalling.

4.

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

For instructions on how to scan your computer using HouseCall, check this solution: How to scan your computer using HouseCall.

5.

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

6.

Try to connect to the Internet again.

·

If you are successful: You do not have to perform any of the steps below.

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If you still cannot connect: Proceed to the next step.

7.

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

For instructions on how to do this, check this solution: How to uninstall my Trend Micro program using the Trend Micro Diagnostic Toolkit.

8.

Download and install the latest version of your Trend Micro program. For instructions on how to do this, click on the program you are using:

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Titanium Maximum Security

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Titanium Internet Security

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Titanium Antivirus +

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Trend Micro Internet Security for Dell

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Trend Micro Internet Security Pro for Dell