"Protection Disabled" error message appears when opening the Trend Micro program on OS X El Capitan, MacOS Sierra, or MacOS High Sierra

  • Solution ID: 1112430
  • Last Updated: Nov. 20, 2017 2:43 AM (PST)
  • Applies to: Antivirus for Mac - 2015, 2016, 2017;2018;Trend Micro Internet Security for Best Buy - All;Trend Micro Security for Mac - All;Trend Micro Smart Surfing for Mac - All;
  • "Protection Disabled" | Error Message | Antivirus for Mac

You installed the following Trend Micro programs, then you upgrade your MacOS to OS X El Capitan, MacOS Sierra, or MacOS High Sierra:

  • Smart Surfing for Mac
  • Titanium Internet Security 2013 and 2014
  • Antivirus for Mac 2015, 2016 and 2017, 2018

Protection Disabled

"Protection Disabled
This version of Trend Micro Titanium is not compatible with current release version of Mac OS. Please upgrade to the latest version of Titanium."

This happens because your Trend Micro Security is not compatible with the latest version of your MacOS.

Notes:

The latest version of Trend Micro Antivirus for Mac that supports OS X El Capitan, MacOS Sierra or MacOS High Sierra is now available to download and install.

This solution also applies to Trend Micro Antivirus for Mac purchased from Best Buy.


To resolve the issue, do the following:
Take note of your serial number

To find your serial number, do the following:

  1. Click here to login. A login account window will appear.

  2. Type your email and password, then click Sign in.

    Trend Micro Account
    The Product Panel window will appear on the right side of your browser showing your serial number and its expiration date. Take note of the serial number.
Uninstall your existing Trend Micro program

To uninstall your program, do the following:

  1. Click Go > Applications from the upper left of your desktop.

    Go Applications on Mac OS X
  2. Open the Trend Micro folder.

  3. Run Trend Micro Titanium Diagnostic Toolkit.

  4. Click Uninstall.

  5. Type in your Mac login password, then click OK.

Download and install the program

To install the new program, do the following:

  1. Download the disk image (.DMG) or installer file, then save it to your desktop.

  2. Open the Antivirus for Mac installer.
  3. Click Install Trend Micro Antivirus.

    Installer

  4. Click Open on the security warning to continue the installation.

  5. Click Continue.

    Installer Prompt

  6. Click Continue on the Welcome screen.

    Welcome screen

  7. Read the License Agreement, then click Continue.

    License Agreement

  8. Click Agree when prompted to accept the License Agreement.

    Agree on License Agreement

    You can click Disagree if you do not agree with the terms of the License Agreement but this will automatically terminate the installation process.

  9. Type your serial number on the field provided, then click Continue.

    Enter serial number

    You can find the serial number from the CD sleeve or Order Confirmation email.
    If you want to install the trial version, select Start a free trial of Trend Micro Antivirus, then click Continue.

  10. Click Install .

    Install

  11. Type your administrator password, then click Install Software.

    Type administrator password

    The administrator password is created when you first set up your Mac operating system.
    Wait while the Trend Micro components are installed onto your Mac.

  12. Provide your email address, then click Continue.

    Type email address

  13. Click Close after the installation is done.

    Installation successful

Perform an update to get the latest protection

To update your program, do the following:

  1. Click the Trend Micro icon on the menu bar.

  2. Select Update Now.