Lost Internet connection after installing Trend Micro Security software

  • Solution ID:1038598
  • Last Updated:Aug. 28, 2019 12:22 AM (PST)
  • Applies to:Antivirus+ Security - 2018;2019;2020;Internet Security - 2018;Internet Security - 2019;Internet Security - 2020;Maximum Security - 2018;Maximum Security - 2019;Maximum Security - 2020;Premium Security - 2018;Premium Security - 2019;Premium Security - 2020;
  • No Internet connection after Installation | Trend Micro Security

You lost your Internet connection after installing the Trend Micro Security program. This can happen because of the following:

  • Conflicting third-party security software
  • Corrupted winsock
  • Remnants of your old Trend Micro Security program

BEFORE YOU PROCEED:

We recommend that you print out this document before proceeding because you will be asked to restart your computer during the procedure.

To resolve the issue, do the following:

Check if your Trend Micro program is causing the issue

To check if your Trend Micro program is causing the issue, disable your Trend Micro program by following the steps below:

  1. Right-click the Trend Micro icon in the System Tray (near the clock at the bottom right part of the screen).
    If you do not see the System Tray icon, click the arrow button to show the rest of the icons.
  2. Select Exit.

    System tray icon

  3. Wait for Trend Micro's System Tray icon (near the clock at the bottom right part of the screen) to disappear.
    Once the icon disappears, Trend Micro is now disabled.
  4. Open your web browser and verify if you can access websites while your Trend Micro program is turned off.
Uninstall Conflicting third-party security software

Third-party security software can cause conflict with your Trend Micro program, resulting to computer performance issues and Internet connection problems.

To remove conflicting software, do the following:

  1. On your keyboard, press the Windows Windows Key+ R keys.
  2. In the Open field, type "appwiz.cpl", then press ENTER. 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.
    If you encounter any problems with the uninstallation process, contact the software manufacturer's support team.
  5. Enable your Trend Micro program by double-clicking the Trend Micro  icon on your desktop.

If you still cannot connect to the Internet, proceed to STEP 3: Flush the DNS.

Flush the DNS

To flush the DNS, follow the steps below:

  1. On your keyboard, press the Windows Windows Key+ R keys.
  2. In the Open field, type "cmd", then press ENTER. The Command Prompt window will open.
  3. On the Command Prompt window, type “ipconfig /flushdns” then press ENTER.
  4. Close the Command Prompt window when you receive the message that the DNS is flushed.
  5. Open your web browser and verify if you can access websites.

If you still cannot connect to the Internet, proceed to STEP 4: Perform Winsock Reset.

Perform Winsock Reset

To perform a winsock reset, do the following:

  1. On your keyboard, press the Windows Windows Key+ R keys.
  2. In the Open field, type "cmd", then press ENTER. The Command Prompt window will open.
  3. On the Command Prompt window, type “netsh winsock reset” then press ENTER.
  4. Close the Command Prompt window when you receive the following message:

    "Successfully reset the Winsock Catalog.
    You must restart the machine in order to complete the reset."

  5. Restart your computer.
  6. Open your web browser and verify if you can access websites.

If you still cannot connect to the Internet, proceed to STEP 5: Uninstall, then reinstall your Trend Micro Security program.

Uninstall, then reinstall your Trend Micro Security program

To remove remnants of your previous installation so you can reinstall your Trend Micro program, do the following:

  1. Download, install and run the Uninstall Tool. Refer to this Knowledge Base article for complete instructions:
    Uninstalling Trend Micro Security software using the Uninstall Tool.
  2. Install your Trend Micro Security software. Refer to this Knowledge Base article for complete instructions:
    Installing Trend Micro Security.