Troubleshooting Tool (AirSupport) v6.0 Data Collection Disclosure

  • Solution ID:1119764
  • Last Updated:May. 24, 2018 5:38 AM (PST)
  • Applies to:Antivirus+ Security - 2018;Internet Security - 2018;Maximum Security - 2018;Premium Security - 2018;
  • Data Collection Disclosure | Trend Micro Troubleshooting Tool

Trend Micro Troubleshooting Tool (AirSupport) v6.0 is a support tool used by a Trend Micro Technical Support representatives to troubleshoot product-related issues remotely.

This article outlines the following Trend Micro Troubleshooting Tool features that collect data, the data transmitted, and how it can be configured.


Problem Information
DESCRIPTION

Trend Micro Technical Support uses the information provided by customers to better understand the issue and provide assistance.

Premium Support customers may contact Technical Support by submitting problem-related information.

DATA COLLECTED

Screenshots
Problem Description
Chat messages describing the user’s problem

CONSOLE LOCATION

This feature cannot be configured because this information is submitted by the customer.

If you do not want this information collected, please do not use Trend Micro Troubleshooting Tool to submit an issue.

CONSOLE SETTINGS

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Customer Entitlement Information
DESCRIPTION

Trend Micro Technical Support uses this information to check for customer’s support entitlement.

DATA COLLECTED

Product Serial Number
(if registered)

CONSOLE LOCATION

This feature cannot be configured because this information is submitted by the customer.

If you do not want this information collected, please do not use Trend Micro Troubleshooting Tool to submit an issue.

CONSOLE SETTINGS

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Support Session Identification
DESCRIPTION

Trend Micro Technical Support uses this information to identify a unique support troubleshooting session.

DATA COLLECTED

GUID
Token ID
Session ID

CONSOLE LOCATION

Support session identification data cannot be configured.

If you do not want this information collected, please do not use Trend Micro Troubleshooting Tool to submit an issue or to connect to a support session by inputting the token ID provided by Trend Micro Support.

CONSOLE SETTINGS

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Usage Feedback
DESCRIPTION

Trend Micro uses usage data to improve the customer support experience.

DATA COLLECTED

Trend Micro Troubleshooting Tool Usage data, including which buttons are clicked and where Trend Micro Troubleshooting Tool is launched from.

CONSOLE LOCATION

This feature cannot be configured.

If you do not want Trend Micro Troubleshooting Tool to collect usage data, uninstall Trend Micro Troubleshooting Tool from your device.

To uninstall Trend Micro Troubleshooting Tool, click below for instructions:

How do I uninstall Trend Micro Troubleshooting Tool?
CONSOLE SETTINGS

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Troubleshooting Data
DESCRIPTION

During a troubleshooting session, Trend Micro Technical Support collects relevant information to quickly identify and resolve issues.

DATA COLLECTED

Any of the following information may be collected by Trend Micro Technical Support during a troubleshooting session:
- Basic information about the machine
- Installed Microsoft security updates
- Installed applications, browsers and add-ons
- Network connection information (IP address, connection speed, status)
- Disk usage
- Status of the device's security settings such as firewall, UAC, Windows Update, etc
- Services registered
- AutoStartUp Info
- Registry information
- Files (for sample collection)
- Trend Micro product debug logs

CONSOLE LOCATION

This feature cannot be configured because this information is submitted by the customer.

If you do not want this information collected, please do not use Trend Micro Troubleshooting Tool to submit an issue.

CONSOLE SETTINGS

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