[Hotfix] Unable to open PDF files when Trend Micro Security software is enabled

  • Solution ID:1121418
  • Last Updated:Aug. 08, 2019 12:01 AM (PST)
  • Applies to:Antivirus+ Security - 2019;Internet Security - 2019;Maximum Security - 2019;Premium Security - 2019;
  • Hotfix | Cannot open PDF files | Trend Micro Security

You are unable to open PDF files using Adobe Reader when Trend Micro Security Software is enabled or turned ON.

It shows the following error code: "Adobe Acrobat Reader Error 523:523" or sometimes hangs.

When Trend Micro Security software is disabled or turned off, you can access PDF files without issues.

This issue happens because the Advance Threat Scan Engine (ATSE) component in Trend Micro Security program may take a long time to scan certain PDF files.

The Advance Threat Scan Engine (ATSE) provides real-time and on-demand detection of both malicious and potentially-malicious files based on existing virus patterns. It is a component of Trend Micro Security software version 2019 that may take a long time to scan certain PDF files.

Installing this hotfix solves the problem described above so that the ATSE can scan PDF files more quickly.


BEFORE YOU PROCEED:

To install this hotfix, you must log onto your computer using an account with administrator privileges. If you have installed software on your computer before, you probably have these privileges.

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

To resolve this issue, do the following:

  1. Make sure that your Trend Micro Security program has not started running any scans or receiving any updates.
  2. Click the button below to download the hotfix:

    Download Hotfix

  3. Double-click Ti_150_win_en_ATSE_hfb11.000.1006.exe to run the hotfix.
  4. Accept the License Agreement, then click the Next button.
  5. Click Install.
  6. Click OK when a warning window opens.
  7. Restart your computer.