• Do not allow someone to take control of your computer especially from suspicious third party support.
• Never provide credit card or financial information to anyone unless you are 100% confident you are working with your software provider. Scammers may utilize phone directories to know your name.
• Whenever you receive a random phone call or see pop-up notifications/advertisements (see picture below) and you are uncertain whether it is from Trend Micro, you are advised to hang up and validate with Trend Micro Technical Support. The only authorized technical support phone numbers for Trend Micro will be located on Trend Micro’s website.
• When you search online to find technical support or a company’s contact information, make sure you are visiting the company’s website and not some other third party domain. You can also find Trend Micro support information on your order confirmation email, software package or original receipt, if available.

This message appears when your Operating System needs to be launched again in order to implement updates for the components of your Trend Micro security software.

To resolve this issue, refer to this Knowledge Base article for complete instructions:
"Restart Required" message appears when installing updates for your Trend Micro Security software

You are getting this message due to the following possible scenarios:

• The computer affected has been removed from your subscription license.
• There are conflicting software installed on your computer.
• There are Potentially Unwanted Applications (PUA) and/or malware on your computer.
• The program failed to download and install updates.

To resolve the issue, you may refer to the steps below:

Turn off Trend Micro from the System Tray

To disable your Trend Micro program, follow the steps below:

1. Right-click the Trend Micro icon from the System Tray.

   If you do not see the Trend Micro icon from the System Tray, click the arrow button to show the rest of the icons.

   

2. Select Exit.
3. Wait for Trend Micro's System Tray icon to disappear. Once the icon disappears, Trend Micro is now disabled.
4. Wait for 30 seconds.

Enable Trend Micro Security

To enable your Trend Micro Security program, follow the steps below:

1. Choose how to open the program by following these steps depending on your Windows Operating System:
   Windows 10

   To open your Trend Micro Security, double-click the Trend Micro  icon on your desktop or on your system tray.

   

   Windows 8/8.1

   To open your Trend Micro Security, click the Trend Micro  icon on the Windows Start screen.

   

   Windows 7

   To open the main console of your Trend Micro program, do any of the following:

   • Double-click the Trend Micro  icon on your desktop.

     

   • Double-click the Trend Micro  icon on your system tray.

     

   • Click Start > Programs or All Programs > Trend Micro then choose either:
     • Trend Micro Antivirus+ Security
     • Trend Micro Internet Security
     • Trend Micro Maximum Security
2. Run a scan.

If the issue still persist after restarting the components of your Trend Micro program, refer to this Knowledge Base article: "Protection Disabled" error message appears when opening the main console of your Trend Micro Security program.

You can experience this due to the following scenarios:

• Conflicting third-party security software
• Virus infection
• Trend Micro Security software is running in compatibility mode
• Missing path variable in Windows

To resolve the issue, follow the steps below:

Uninstall Conflicting Software

Having third-party security software or older Trend Micro programs installed on your computer may lead to installation and performance issues. To remove these programs and their components follow the steps below:

1. Download, then run Control Panel.
2. Click Yes when the User Account Control window appears.
3. Select the program you need to remove, then click Remove or Uninstall.
4. Wait for the program to be uninstalled, then restart your computer when asked.
   For the complete list of third-party security software and instructions on how to remove them, check this Knowledge Base article: Programs to remove before installing Trend Micro Security.

   Note: If you encounter issues in uninstalling the third-party security software, contact the software manufacturer for assistance.

Run HouseCall to check for virus infection

Run Housecall to scan your computer from malware. For complete instructions, refer to this Knowledge Base article: Scanning your computer using Trend Micro HouseCall (For Home Users).

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

If the issue still persist, refer to this Knowledge Base article: Unable to open the main console of Trend Micro Security.

Your Trend Micro Security program scan will not complete or finish and you cannot shut it off. This problem is caused by either of the following:

• High CPU usage
• The current file being scanned is locked or corrupted

To resolve the issue, restart the scan process. To do this, refer to the steps below:

1. On your keyboard, press the CTRL + SHIFT + ESC keys simultaneously.
   This will open the Task Manager window.
2. Select Quick/Full Scan in Progress in the Task Manager under the Applications tab, then click End Task.
3. Click End Now when a warning window that says "This program is not responding".
   If the scan does not stop, do the following:
   1. Click the Processes tab on the Task Manager.
   2. Select any instance of uiWinMgr.exe, then click End Process.
4. Restart your computer, then run a scan again.
5. Check if the scan will finish.

If the scan still hangs or stops after performing all the steps above, refer to this Knowledge Base article: Scan does not finish and you cannot turn off Trend Micro Security software.

You are getting this message due to failure of receiving Trend Micro program updates.

To resolve this issue, follow the steps below:

1. Check the internet connection of your computer if it is properly connected
2. Update your program by clicking the Update Now button

If the issue still persist, refer to this Knowledge Base article: "Connect to the Internet" error message appears when opening the main console of your Trend Micro Security program.

The CoreServiceShell.exe is your Trend Micro program's main process. It takes up 40 MB to 200 MB of memory in a normal computer state or environment. If the consumed memory is higher than 200 MB and does not go back to normal for about 5 to 10 minutes, remove conflicting softwares installed on your computer

To remove the conflicting program, do the following:

1. On your keyboard, press the Windows  + R keys.
2. In the Open field, type "appwiz.cpl", then click on OK. The Programs and Features window will open.
3. Select the program you wish to remove, then click Remove or Uninstall.
4. Wait for the program to be uninstalled, then restart your computer.

   Note: If you encounter any problems with the uninstallation process, contact the software manufacturer's support team.

If the issue still persist, refer to this Knowledge Base article for solution: "Slow pc performance due to high CPU or memory usage of CoreServiceShell.exe.

If you are getting Blue Screen of Death (BSOD) while installing Trend Micro Security or during Windows 10 RS3 update, you may refer to this Knowledge Base article: Getting BSOD in Windows 10 Fall Creators (RS3) with Trend Micro Security.

Microsoft has formally announced Windows XP (April 8, 2014) and Windows Vista (April 11, 2017) end of support. Because Microsoft no longer fixes issues on Windows XP and Windows Vista, it has become increasingly difficult for Trend Micro to keep users safe on these operating systems. We encourage all of our users to upgrade their PCs to a more modern operating system which will provide greater stability and security.

For more information, refer to these Knowledge Base articles:

• Trend Micro's official statement for Windows XP's Consumer End of Support (EOS)
• Trend Micro's official statement for Windows Vista's Consumer End of Support (EOS)

A renewal is one way to add one or two years to your Trend Micro program's license or subscription. This can be bought using your credit card, PayPal account or Wire Transfer. After you buy a renewal, your subscription will be automatically extended to the number of years purchased. Purchasing a renewal also qualifies you for a free upgrade to the latest version of your Trend Micro program.

To cancel Auto Renew, do the following:

1. Log in to your Trend Micro Account.
2. Click the green Auto-Renew ON slider.
3. Click Disable Now.
   

   When you successfully disabled Auto-Renew, you should see Renew Now.

   

You will be charged 90% of the regular price. 10% of the regular price of the product will be discounted for every auto-renewal.

An email including the exact price of your subscription will be delivered to you before the automatic renewal happens.

To change your inactive email address, you need to contact our Technical Support for assistance.

Yes, you can use the serial number of your Maximum Security (serial number starts with 'X') for your Mobile Security for Android and for your Mobile Security for iOS.

Changing credit card details is unavailable on the Trend Micro Account portal. You need to manually renew your subscription in advance if you want to register a new credit card.