| | | | |
Please refer to the following steps: |
|
|
1. | Verify Trend Micro as the cause of the issue. |
|
|
|
|
| Before this issue can be resolved, you need to verify that it is indeed being caused by your Trend Micro Home and Home Office product. To do this, you will need to temporarily disable your Trend Micro program. Refer to these steps: |
|
|
|
|
| a. | Right-click on the Trend Micro icon on your System Tray. This is the section at the bottom right-hand corner of your screen where the time is displayed. |
|
|
|
|
|
|
| 
|
|
|
|
|
|
| b. | On the menu that appears, click Exit. |
|
|
|
|
|
|
| 
|
|
|
|
|
|
|
| If you have set a password for your Trend Micro program, type in the correct password when prompted, then click OK. |
|
|
|
|
|
| c. | When a Windows prompt warning you that exiting the program will disable your computer’s protection, click Yes to confirm to operation. |
|
|
|
|
|
|
| 
|
|
|
|
|
|
|
| You will get a message instructing you to check your computer security on your system tray. Ignore this message for the meantime. |
|
|
|
|
|
|
| 
|
|
|
|
|
|
| d. | Open your email software (such as Microsoft Outlook, Microsoft Outlook Express, Windows Mail, or Mozilla Thuderbird). |
|
|
|
|
|
| e. | Try to send an email with an attachment. |
|
|
|
|
|
|
| • | If you still cannot send an email with an attachment, call your Internet Service Provider (ISP). |
|
|
| • | If you are able to send an email with an attachment and you know that it is your Trend Micro program that is causing the issue, go to the next step. |
|
|
|
|
|
|
|
2. | Change the file size of the email message, including the attachment, being scanned by the program. Refer to these steps. |
|
|
|
|
| a. | Open the main console of your Trend Micro program. |
|
|
|
|
|
| b. | On the left pane, click on Virus & Spyware Control, then on the right pane, click Protection Against Viruses & Spyware to expand the section. |
|
|
|
|
|
| c. | Click Settings. The Settings for Protection Against Viruses & Spyware window appears. |
|
|
|
|
|
| d. | Click Threats in Outgoing Mail. |
|
|
|
|
|
| e. | Click Advanced Settings. The Advanced Outgoing Mail Settings window appears. |
|
|
|
|
|
| f. | On the option To save time, do not scan message (including attachment) larger than, change the file size to 1MB. |
|
|
|
|
|
|
| 
|
|
|
|
|
|
| g. | Click OK to close the window. |
|
|
|
|
|
| h. | Click OK again to close the Settings for Protection Against Viruses & Spyware window. |
|
|
|
|
|
| i. | Close the main console of your Trend Micro program so the changes can take effect. |
|
|
|
|
|
| j. | Open your email software and try to send an email with an attachment. |
|
|
|
|
|
|
| • | If you are able to send emails, the issue has been resolved. |
|
|
| • | If you still cannot send emails, |
|
|
|
|
3. | Change your Personal Firewall Settings. Refer to the solution below: |
|
|
|
|
|
|
| How do I change the current personal firewall profile in Trend Micro Internet Security 2009? |
|
|
|
If the issue persists after following the steps above, use the Trend Micro Diagnostic Toolkit to collect the different log files known collectively as the Debug log, then send these to Trend Micro Consumer Support for analysis. For instructions on how to collect Debug logs, please refer to these solutions: |
|
| How can I generate debug logs from my 2009 Trend Micro Home and Home Office product? |
|
| How can I generate debug logs from my 2008 Trend Micro Home and Home Office product? |
Connect with us on
| | | |