Support

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Required Case Information *
Product Information:
Product: *
Product Version: *
Operating System: *
Product Language: *
Activation Code:
Pattern File Number:
Scan Engine Version:
 
Account Information:
Number of Seats: *
Location: *
User Type:


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Problem Information:
Problem Category: *
Problem Description:
  *
Initial Troubleshooting Performed:


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Note: For Europe, Middle-East and Africa, please proceed with the online submission.


 
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Solutions Related to your Problem

Please note that this service does not cover malware support and submissions. The following links will provide you with access to this dedicated team:

For all queries relating to suspect viruses or malicious code, please click here.

If you have not yet taken advantage of our Knowledge Base/FAQs, please do so now as they are constantly updated to provide the latest solutions.

Technical Support Knowledge Base - click here.

Online Registration/Renewal FAQs - click here.

We look forward to providing you with an efficient service.
 
Personal Information:
Salutation:  *
First Name: *
Last Name: *
User Type: *
Phone Number: *
eMail Address: *
Company Name: *
Preferred Language: *
If you need to talk to someone immediately
please click here.

Case Diagnostic Tool:
ZIP-File(s) to upload:

To optimise the handling of your case, it is vital that we gather as much information as possible regarding your system's configuration. To facilitate this, we would request that you use the Case Diagnostic Tool (CDT) for ALL online case submissions.

This tool, together with user guide, can be downloaded here.

Case Diagnostic Tool
Download    User Guide    Readme

The resulting password encrypted output file should be attached in 'CDT Output' field below.
CDT output:
If you have any additional files (screenshots/ event logs etc..) which you believe may help us in processing your case, please package all such files into one ZIP file and attach this separately in 'Additional ZIP or PDF File' field below.
Additional ZIP or PDF File:
Please note that the total size of all attached files should not exceed 5MB!

If you should need to send us files that exceed this limit, then please upload such files to our FTP server. We would also request that you insert the names of any files submitted in this way in the 'Description' field above.

Please NOTE:

1) This account has some restrictions which can create issues for some FTP clients. If you do experience an issue, please open a new Explorer window and copy and paste the following link in the address bar: ftp://trendsupport:dropbox@techsupport.trendmicro-europe.com:21. Then please hit "Enter" and drag and drop the files to that location. For privacy reasons, you will not be able to see the uploaded files after a refresh.

2) Due to ftp account restrictions, you may receive the following error message "Error: 5XX Permission Deny". Please ignore this message and continue as it will not prevent you from uploading the files.

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Personal Information:
First Name: * 
Last Name: * 
Email Address: * 
Phone Number:
Company Name: * 
Account ID:  
 

System Information:
Are you using proxy?
Are you using firewall?
Attach Supporting Files:
(e.g documents, screenshots, system logs, etc)
Total attachment limit is 5MB

Case Diagnostic Tool:
To optimize the handling of your case, it is vital that we gather as much information as possible regarding your system's configuration. To facilitate this, we would request that you use the Case Diagnostic Tool (CDT) for ALL online case submissions. This tool, together with user guide, can be downloaded here.
- Case Diagnostic Tool (WINDOWS)
Download  User Guide  Readme
- Case Diagnostic Tool (UNIX-LINUX)
Download  User Guide  Readme
If you have your own FTP server, please upload the resulting CDT log/s and provide us with the necessary information. Otherwise, a support engineer will provide you with one, once your case is processed.
FTP Location:
Example: ftp://mycompany.com
Username/password:
Example: JohnDoe/helloworld123

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separated by a space.
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captcha
Text in the box: *
 
 
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