|
To resolve this issue, please follow the steps below:
|
|
|
|
Important: We recommend that you print out this document before proceeding because you will be asked to restart your computer during the procedure.
|
|
|
|
1.
|
Perform a Windows Update to make sure your computer has the latest updates from Microsoft.
|
|
|
|
|
|
|
To do this go to the Microsoft Update site then click Express to download and install all available updates.
|
|
|
|
|
2.
|
After installing the updates, restart your computer so the changes can take effect.
|
|
|
|
|
3.
|
Make sure no conflicting software is installed on your computer.
|
|
|
|
|
|
|
If you used different antivirus or antispyware programs before installing your Trend Micro software, there may be some components from your old software that remain in your system.
|
|
|
|
|
|
|
|
For instructions on how to remove these, click on the appropriate link for the action you want to take:
|
|
|
|
|
|
|
|
|
· Remove Symantec or Norton software
|
|
|
|
|
· Remove McAfee software
|
|
|
|
|
· Remove other third-party software [EN-1035905]
|
|
|
|
|
|
|
|
Note: If you encounter issues while removing third-party antivirus or antispyware programs, refer to the manufacturers’ websites for more information.
|
|
|
|
|
4.
|
Check for and remove any malware (malicious software like viruses and antispyware) that might be on our system by running HouseCall, our online scanner.
|
|
|
|
|
|
|
For instructions on how to scan your system using HouseCall, refer to solution EN-1038437.
|
|
|
|
|
5.
|
Check your Internet Explorer settings and make the program is set to verify that it is your default browser.
|
|
|
|
|
|
|
To do this, follow the steps below:
|
|
|
|
|
|
|
|
a
|
Close all open programs and windows.
|
|
|
|
|
|
|
|
|
b.
|
Open Internet Explorer.
|
|
|
|
|
|
|
|
|
c.
|
From the top menu bar, click Tools > Internet Options.
|
|
|
|
.
|
|
|
|
|
|
|
|
|
|
|
|
|
The Internet Options window will appear.
|
|
|
|
|
|
|
|
|
d.
|
Go to the Programs tab.
|
|
|
|
|
|
|
|
|
e.
|
Under Default Web Browser, make sure the checkbox beside Tell me if Internet Explorer is not the default web browser has been ticked.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
f.
|
Click Apply > OK to close the window.
|
|
|
|
|
6.
|
Verify whether you continue to experience the same issue.
|
|
|
|
|
|
|
If you still get the error message, upgrade to the 2010 version of your program for better performance and protection.
|
|
|
|
|
|
|
|
|
Note: The upgrade is free as long as your subscription has no expired.
|
|
|
|
|
|
|
|
|
|
For more information and instructions on upgrades, visit the Upgrading to the Latest Version answer guide.
|
|
|
|
|
|
|
|
If the issue persists after the upgrade, send your debug logs and a screenshot of the error message you are receiving to Trend Micro Technical Support.
|
|
|
|
|
|
|
|
|
To do this, follow the instructions below:
|
|
|
|
|
|
|
|
|
|
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 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 [EN-1054647]
|
|
|
|
|
|
|
|
|
|
|
c.
|
Send the screenshots and logs to Technical Support through either of the following channels:
|
|
|
|
|
|
|
|
|
|
|
|
|
· Trend Micro Email Support
|
|
|
|
|
|
|
· Trend Micro Chat Support
|