Trend Micro Security does not start or turn on

This article shows you what to do when the Trend Micro Security software does not start or if it keeps on shutting down.​

 

The following also happen:
  • There is no icon of Trend Micro Security on the system tray
  • The Windows Security Center is not detecting Trend Micro Security
  • The system tray icon status is "Starting your protection"
  • The program automatically or manually restarts with every update when you click About or About your software
  • The console randomly shuts down every 5 to 10 minutes
We recommend that you print out this document or bookmark this page before proceeding because you will be asked to restart your computer during the procedure.

 

To resolve this issue, do the following:

 


STEP 1: Remove conflicting programs
Having more than one security software or their components installed on your computer can cause performance issues. You need to completely remove them before installing your Trend Micro Security software. For the list of programs to remove, refer to this Knowledge Based article: Programs to remove before installing Trend Micro Security.

STEP 2: Manually start all Trend Micro Security components
To restart all components of your Trend Micro Security, do the following:

 

  1. Close all open programs or applications.
  2. Open the Trend Micro Diagnostic Toolkit by doing either of the following:
      • Go to Start > All Programs > Trend Micro (program version) Security > Trend Micro Diagnostic Toolkit.
      • Go to Start > My Computer > Local Disk C: or OS C: > Program Files > Trend Micro > Titanium > SupportTool.exe.

     

  3. Click the Uninstall tab.
  4. Click Stop all components.
  5. Wait until all the buttons are enabled, then click Start all components.
  6. Close the Trend Micro Diagnostic Toolkit, check if the issue persists.

Step 3: Reinstall/ Upgrade to the latest version of Trend Micro Security
Uninstall your Trend Micro Security using the Trend Micro Diagnostic Toolkit, then reinstall the program. Do the following:

 

  1. Go to Start > All Programs > Trend Micro (program version) Security > More Tools & Help >Trend Micro Diagnostic Toolkit.
  2. Click (C) Uninstall tab.
  3. Click 1. Uninstall Software, then wait while the program is being uninstalled.
  4. Click Yes when prompted to restart your computer.
  5. Download the installer file to begin the installation.

     

    For serial number starting with X
    For serial number starting with P
    For serial number starting with A

    Note: If your serial number starts with "T", contact Best Buy or your Internet Service Provider, depending on where you got the product.

  6. Double-click the installer to run it.
    Click Yes when the User Account Control window appears.
  7. Wait for the installer to extract the files needed for the installation.
  8. Wait as Trend Micro checks if your computer is compatible for installation.
    System Check

     

  9. Type your serial number, then click Next.
    Type serial number

     


    Notes:

  10. Read the License Agreement, then click Agree and Install.
    License Agreement

     

  11. Wait for the program to install. This may take a couple of minutes.
    Installation

     

  12. Click Finish.
    You will see the main console of your Trend Micro Security program.
    Protected

     

 

Note for Windows XP Users:
On April 8th, 2014, Microsoft formally announced the Windows XP end of support. Because Microsoft no longer fixes issues on Windows XP, it has become increasingly difficult for Trend Micro to keep users safe on this operating system. While our internet security products can be installed on Windows XP, we encourage all of our users to upgrade their PCs to a more modern operating system which will provide greater stability and security. You can refer to this article for more information.
Video Tutorial

Applies To: Antivirus+ Security - 2015;Antivirus+ Security - 2016;Internet Security - 2015;Internet Security - 2016;Maximum Security - 2015;Maximum Security - 2016;Premium Security - 2015;Premium Security - 2016;Titanium AntiVirus + - All;Titanium for Small Business - All;Titanium Internet Security - All;Titanium Internet Security for Dell - All;Titanium Maximum Security - All;Titanium Maximum Security Premium Edition - All;Titanium Premium Security - All;

Last Updated: Oct. 26, 2016 9:51 PM (PST)
Solution ID: 1059949