Problem: |
When I try to update my Trend Micro AntiVirus plus AntiSpyware 2009, Trend Micro Internet Security 2009, or Trend Micro Internet Security Pro 2009, I receive the following error:
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“Unable to update your protection. Make sure your Internet connection works and check your proxy settings before trying again.”
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Important: The solution below only works for 2009 Home and Home Office products. If you are experiencing the same issue with a 2008 product, please refer to Knowledge Base solution EN-1036770 instead.
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Solution: |
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You can resolve this issue by using the downloadable fix tool. Please follow the steps below:
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1.
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Download CommonAppdata.exe onto your desktop.
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Run the tool by doing one of the following: |
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• If you are using Windows Vista, right-click CommonAppdata.exe and then choose RUN AS ADMINISTRATOR.
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• If you are using Windows XP, double-click CommonAppdata.exe. |
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3.
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The command prompt window will appear. Follow the instructions on that window:
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If you are using Windows Vista, hit the number 1 on your keyboard, then press ENTER.
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If you are using Windows XP, hit the number 2 on your keyboard, then press ENTER.
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4.
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When the command prompt window closes, update your Trend Micro program again.
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If you still encounter the issue after running the fix, try running an online scan using HouseCall, Trend Micro's free application for scanning and removing viruses and spyware from your computer, then try to update your computer again.
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If the issue persists even after using HouseCall, refer to solution EN-1036165 from our Knowledge Base or contact technical support by submitting a case online or chatting with one of our experts.
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Related Information:
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