Problem: |
|
The Trend Micro Diagnostic Toolkit for 2009 Trend Micro products (TISTOOL) is either missing or corrupted, and I need to use it to do any one of the following tasks:
|
|
|
|
·
|
Uninstall a Trend Micro program (version 2009 or older)
|
|
·
|
Uninstall or reinstall the personal firewall
|
|
·
|
Gather debug logs for sending to Trend Micro Technical Support for analysis
|
|
|
|
Where do I go and how do I download it onto my computer?
|
|
| |
Solution: |
|
Please follow the instructions below to download the toolkit:
|
|
|
|
1.
|
Close all open programs and windows.
|
|
|
|
|
2.
|
Start the TISTOOL download by clicking on the version of Windows you are using:
|
|
|
|
|
|
·
|
Windows XP
|
|
|
·
|
Windows Vista 32-bit
|
|
|
·
|
Windows Vista 64-bit
|
|
|
|
|
|
Note: To find out whether you are running Windows Vista 32-bit or 64-bit, refer to solution EN-1038409. The 64-bit version of Windows XP is not supported by our products at this time.
|
|
|
|
|
3.
|
When the File Download window appears, click Save.
|
|
|
|
|
4.
|
On the Save As window that appears, select Desktop from the left pane to set the location for the download, and then click Save.
|
|
|
|
|
5.
|
Wait while the download completes, then close the Download window.
|
|
|
|
|
6.
|
Go to your desktop and click on the downloaded file. This will be named either SupportTool_32-bit.exe or SupportTool_64-bit.exe.
|
|
|
|
|
|
Note: TISTOOL is self-extracting, so you will not need extracting tools like WinZip or WinRAR to retrieve its contents.
|
|
|
|
|
7.
|
On the Self-Extractor window, click Unzip. This will extract the files to your desktop.
|
|
|
|
|
|
|
|
|
|
|
8.
|
Wait for the extraction to complete, and then click OK then Close.
|
|
|
|
|
|
|
|
|
|
|
9.
|
From your desktop, double-click on the extracted folder, which will be named either 32-bit or 64-bit, and once inside, double-click on the TISTOOL file. This appears as a red-and-white lifesaver.
|
|
|
|
|
|
|
|
|
|
|
|
This will open the Trend Micro Diagnostic Toolkit, which will allow you to perform various troubleshooting tasks.
|
|
|
|
|
|
|
|
|
|
|
For instructions on performing the different types of troubleshooting, click on the link showing what you would like to do:
|
|
|
|
·
|
Uninstall the program
|
|
·
|
Uninstall or reinstall the personal firewall
|
|
·
|
Gather debug logs
|
|
|
|
|