"Protection Disabled" error message appears when opening the main console of your Trend Micro Security program

You see the following error message when opening the main console of your Trend Micro Security program:
Protection Disabled
"Protection Disabled
Please contact Trend Micro for help immediately."
This happens if your Trend Micro Security program cannot connect to Trend Micro registration server to complete the activation process.

To resolve the issue, check the following scenarios:
Scenario 1: You do not have a working Internet connection
To verify if you can access the internet, click any of the following websites:

Scenario 2: There is an ongoing server maintenance
You may encounter this problem if you try activate or register your program while our servers are under maintenance. If this happens, try activating or registering the program later.

Scenario 3: Check for any malware infection
Run the Trend Micro Housecall to remove any malicious files on your computer.
To run an online scan using HouseCall, follow the steps below:
  1. Download HouseCall and save it to your desktop.


  2. Click Run.
    The HouseCall window will appear, wait for HouseCall to download the necessary components to run on your computer.
    Applying program updates


    Note: The download time depends on the speed of your Internet connection.

  3. Read the license agreement.
  4. Select I accept the terms of the license agreement, then click Next.
    End User License Agreement


  5. Click Settings.


  6. Click the Scan Type tab.
  7. Tick the type of scan you want to run, then click OK.
    Scan Type


    Below are the different scan types:
    • Quick Scan
      The program runs a quick check on areas where malicious software (malware) is most likely to be found.
    • Full System Scan
      The program thoroughly checks all files and folders in your computer for viruses and spyware.
      Note: This scan type may take a while depending on the size and quantity of the files and folders in your computer.
    • Custom Scan
      The program allows you to select which files and folders you want to scan.
  8. Click Scan Now.
    Wait for the scan to finish. A summary of threats found on your computer and the actions taken against detected malware is displayed.
  9. Click the X button on the upper right corner of the window to close.

Note: Visit the HouseCall page for more information on this free product.

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, 2016;2017;Internet Security - 2015, Internet Security - 2016;Internet Security - 2017;Maximum Security - 2015, Maximum Security - 2016;Maximum Security - 2017;Premium Security - 2015, Premium Security - 2016;Premium Security - 2017;

Last Updated: Sep. 12, 2016 4:28 AM (PST)
Solution ID: 1104238