Ashnawey Didato

Hi @jbennettsr80 

It seems that you are having some issues with your computer regarding remote OneDrive. In the meantime, please make sure to disconnect your computer from the internet.

We will be sending you an email asking for callback details.

Thank you.

Hi @vajoyox780 

When you exit the Trend Micro icon on the Windows taskbar or system tray, you're not just closing the icon but exiting the entire program. This stops Trend Micro's protection, leaving your computer vulnerable. To stay protected, ensure the program remains running. You can just close the Trend Micro main console, and the application will keep running in the background.

Hi @davevt31 

Thank you for addressing that. I appreciate your input.

Hope this helps.

Trend Micro Home Users Community

Hi @mrpeterjohnston 

Closing the app doesn't stop the protection—it keeps working quietly in the background. But if you disable it, your computer is left unprotected and could be at risk. That's why it's crucial to have a password for the Trend Micro Mainconsole. With the password, only authorized users can disable or change the app's settings.

Here's an article on How to set up a Trend Micro program password on Windows

Thank you.

Hi @mrpeterjohnston 

The notification emphasizes the importance of setting up a password for your Trend Micro Security settings. Without this safeguard, anyone could potentially disable your antivirus protection with just a simple click. Adding a password acts as a vital security measure, ensuring that only authorized individuals with the password can make changes to your antivirus settings.

Thank you. 

Hi @adgx3,

Sometimes, you might have to temporarily turn off your Antivirus One for certain reasons. This could be to make your computer faster, install new software, or resolve problems.

To temporarily turn off the Antivirus One app, do the following:

1. Locate the menu bar icon at the top of your screen.
2. Right-click the icon to access the context menu.
3. Among the options, click Quit to turn off the Antivirus One.

4. Then try again. 

Let me know if this works. 


Trend Micro Community 

Hi @romalita_20 

Ensure you have the latest version of the Maximum Security app installed, version 17.8.1192 or higher.

Here is the announcement regarding the said issue. 

Have a great day!

Trend Micro Community

Hello @claudiubotezatu 

Thanks for sharing this information. We'll look into it and provide an update as soon as possible.

For the meantime, kindly try to restart the components of the Trend Micro Application and check if the issue persists. 

Here is the steps for restarting the components. 

1. Press the Windows  and R keys on your keyboard to open the Run window.
2. In the Open field, type supporttool.exe, then click OK.
3. Click Yes when the User Account Control Window appears.
   The Trend Micro Diagnostic Toolkit will open.
4. Click the (C) Uninstall tab.
5. Click 5. Stop all components.
6. Wait for 10 seconds or the Trend Micro icon in the taskbar notification area to disappear.
7. Open Trend Micro Maximum Security.

Let me know how it goes. 

Trend Micro Community 

Hi @claudiubotezatu 

Thank you for bringing this to our attention. The discrepancy in the reported 'update time' being one hour ahead is likely due to Daylight Saving Time (DST). During DST, which typically starts in spring, the system clock is adjusted forward by one hour to maximize daylight in the evenings.

While your device's system time may have been adjusted automatically for DST, the reporting mechanism within Trend Micro's software may not account for this change, leading to the one-hour discrepancy you observed. 

Rest assured, this discrepancy does not affect the functionality of the software or the effectiveness of updates. If you have any further questions or concerns, feel free to let us know.

Trend Micro Community 

HI @valeriekelly879 

Make sure that you have activated the application with your subscription. 
Here is how to activate your Mobile Security. 

1. Launch the Mobile Security App:
   • Locate the Mobile Security app on your Android device and open it.
2. Access Activation Options:
   • Tap the three dots (⋮) in the top-right corner of the screen.
   • Select "Buy/Activate" from the menu.
3. Choose Activation Method:
   • Depending on your situation, choose one of the following options:
     • Use an Activation Code:
       • Enter the serial number or activation key from your purchase receipt.
     • Sign In To Use Existing License:
       • Utilize your remaining license by signing in with your Trend Micro Account.
4. For New Activation Key:
   • If you have a new activation key, visit the Trend Micro Account and sign in with your Trend Micro Account.
   • Enter your activation code and agree to the Trend Micro License Agreement.
5. Verify Your Account:
   • After activation, tap the three dots (⋮) again.
   • Navigate to Settings and under Account & Subscription, tap on Trend Micro Account.
   • Sign in with your Trend Micro Account to complete the activation.

Hope this works!

Hi @Repata 

Please ensure that your application version is 17.8.1192. If not, please visit this page: How to Upgrade Trend Micro Security and Antivirus on Windows | Trend Micro Help Center

Thank you.