Hi @guyebromley, @candl, @famillefredcolin, @rossco08, @frank_vk6kfd, @laurawatson81, @wledan, @jim4398e7, @ianhelena3 and @iabonde1961

Thank you for your patience and we apologize for any inconvenience this may have caused. 

Our team has rolled out the newest version of Mobile Security. Kindly update your app to version 11.2.1071 and verify if the issue has been resolved.

Hope this helps. 

I have contacted Trend and down loaded the trend mobile security updated app and all is good now .

Spoke to Trend down load the updatedTrend mobile security app and all will be good .

Hi @ianhelena3,

We appreciate you confirming this. Thank you!

Thank you for your help.  I have updated the app and just tried to use the phone on mobile data and it seems to be working so far.  Thank you very much for fixing it as it was becoming very annoying.  Thank you cheers Ingrid

Hi @iabonde1961,

We appreciate your feedback and we'll make sure to continue to improve our products. Should you need further assistance, please don't hesitate to post your concern on this channel. 

I am having the same issue with iPad mini (6th generation)and iPhone XR and like most others have now had to turn VPN off so that I can access anything. Strangely, it will let me access Facebook and Instagram but nothing else unless I switch off the VPN. 

@tm_chard​ definitely running the latest version and problem persists. 

Hi @janicebeard ,
 

Can you try to set up the VPN configuration of mobile security once again?

 

Go to the Settings app > General > VPN & Device Management > remove or uninstall the VPN configuration of Mobile Security/WebGuard
 

Then restart your device > open the Mobile Security Application > set up web guard once more.
 

Let me know if that worked.

@tm_ace the instructions you have provided don’t seem to be relevant to either my mobile version or my desktop version. In settings there is not the path that you have given me to follow. The only other thing I have tried is completely uninstalling it from both mobile devices and reinstalling and the issue still persists. Not really much point in continuing to purchase it when it won’t let me even surf the net. 

Hi @janicebeard,

Can you please try to check the steps below on how you can set up Trend Micro Mobile Security's VPN Configuration again on your device?

1. Go to the "Settings" app.
2. Scroll down and tap "General."
3. Go to "VPN & Device Management" or just "VPN."
4. Find Trend Micro Mobile Security and tap the information icon (an 'i' in a circle) next to it.
5. Tap "Delete VPN" at the bottom of the screen and confirm that you want to delete the VPN configuration of Trend Micro Mobile Security.
6. Restart your Device.
7. Open Trend Micro Mobile Security and try to turn on Web Guard.

Once Web Guard is turned on again, can you please check if your connection will improve?

Hope this helps!

@tm_Waj @tm_vlad 

Thanks for the recommendations and for clarifying the instructions relating to the phone settings not App settings. I have done exactly what you have asked here and issue still persists. 
It makes absolutely no difference, super frustrating and pointless having to turn VPN off to be able to access Safari or any other items on the mobile devices apart from FB or Insta which is even more baffling. 

1. Open the main settings on your iPad Mini or iPhone XR.
2. Tap on General.
3. Scroll down and look for VPN & Device Management.
4. Tap VPN.
5. Next to Web Guard Protection, tap the i icon and then delete the VPN.

After deleting the VPN:

1. Open Mobile Security.
2. Tap Web Guard.
3. Allow the necessary permissions and check if the issue persists.

Hi @janicebeard 

We have sent a separate email to address your concern in more detail.

For your reference, here is the case number: TM-3802500-M4M6R4

Thank You!

 

I also have this problem with my iPhone 15 pro and iPad Pro 11 inch despite doing all of the above on both devices.
I was trying to stream from an app using my mobile data (Optus Australia) and also the guest network of the hotel I am staying at. Didn’t work for either network. Can only Stream from the app if I turn the VPN off. Very annoying as we are on holiday. 
 

Hi Theresa Walker,

Please try to use one connection at a time. For example, use the mobile data only then turn off wifi then check if it works.

Let us know the result. 

I did only use one connection at a time- didn’t work with either. I missed the event I wanted to view and am now back home so this won’t be a problem until next time I’m away from home.