Using the Trend Micro Troubleshooting Tool to fix malware and performance issues

  • Solution ID:1103326
  • Last Updated:Sep. 24, 2019 11:52 PM (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;
  • Using Trend Micro AirSupport | Trend Micro Security

Trend Micro Troubleshooting Tool is a support tool that will help you follow the troubleshooting instructions provided by our Technical Support Engineers by leveraging our Smart Protection Network (SPN) and Platinum technology.

This tool also lets you take screenshots so you can send it to Trend Micro Technical Support.

Learn how to use the Trend Micro Troubleshooting Tool to troubleshoot malware and Trend Micro product related issues.


Opening Trend Micro Troubleshooting Tool

Launch the Trend Micro Troubleshooting Tool from either of the following:

For Windows:
From the Trend Micro Diagnostic Toolkit
From the Start Menu
From the Direct Download Link

 

For Mac:
From the Trend Micro Diagnostic Toolkit
Loading of Troubleshooting Tool

Wait for the troubleshooting tool to proceed

Loading Window

Enter Token ID
Enter the Token ID provided by our Technical Support Engineer, then click Connect.

Enter Token ID

Technical Support Engineer's actions will be listed on the Troubleshooting Tool window.

You can disconnect from the Troubleshooting Tool by clicking on the 'X' button found on the upper-right corner of the window.

 

Need Additional Help?

Contact our Technical Support for further assistance.