Knowledge Base

Your updates can be blocked or interrupted by a number of issues. Should you receive an error message while updating, please do the following to eliminate the most common causes:

1.

Download the latest virus definitions by manually updating your program. 

For instructions on how to do this, refer to solution EN-1054013.

2.

Check your system for viruses and spyware that may be preventing you from updating by running a full system scan.

After manually downloading the update, perform a full system scan using your Trend Micro program. Click on the program you are using to access the appropriate Knowledge Base solution:

·         Trend Micro Internet Security Pro 2010 [EN-1054473]

·         Trend Micro Internet Security 2010 [EN-1054474]

·         Trend Micro AntiVirus plus AntiSpyware 2010 [EN-1054475]

·         2008 or 2009 versions of any of the Trend Micro programs above [EN-1054240]

3.

Once the scan has completed, try updating your program again.

If you still encounter issues, look for and remove other security software on your system which might be causing conflicts with your Trend Micro program, then check to see if you can run the update.

If you are not sure how to remove third-party software from your computer, follow the instructions in solution EN-1035905.

Note: Make sure you completely remove all components of your previous security software since remnant files can result in conflicts with Trend Micro products even after you have uninstalled the program. If you are unable to completely remove a conflicting program, refer to the product’s technical support website.

If the problem persists after that, upgrade your program to the 2010 version.

To view instructions on how to do this, click on the solution link appropriate for your product from the table below:

If you continue to experience issues after trying all of the above, do the following:

a.

Take a screenshot of the exact error message you are receiving.

For instructions on how to do this, refer to solution EN-1054118.

b.

Collect debug logs from your Trend Micro program.

If you are not sure how to do this, click on the program version you are using to view instructions:

·         Trend Micro Internet Security Pro 2010 [EN-1054645]

·         Trend Micro Internet Security 2010 [EN-1054646]

·         Trend Micro AntiVirus plus AntiSpyware 2010 [EN-1054647]

·         2009 versions of any of the Trend Micro programs above [EN-1038296]

·         2008 versions of any of the Trend Micro programs above [EN-1036278]

c.

Send the screenshots and logs to Technical Support via either of the following:

·         Trend Micro Email Support

·         Trend Micro Chat Support

Related Information:

·         The error “Unable to update your protection” occurs when updating my 2009 Trend Micro product [EN-1054011]

·         The message “An error prevented your security software from connecting with the Internet” appears when I try to update my 2008 Home and Home Office product [EN-1036770]

·         [Hot Fix] B1645 - The error message “Unable to update your protection” appears when updating my 2008 Trend Micro product [EN-1036736]

·         The error message “Problems found in the latest security update” appears after updating my Trend Micro product [EN-1036329]