I have trend micro maximum security on two computers.  One of them won't let me get updates.  It says I am in mute mode so I can't get updates.   I open main console, open device, go to mute mode, configure and turn mute mode off.  This has no effect.  The system tray icon still says mute mode is on.  When I try to get updates, I get the message "can not get updates while mute mode is on.   Please help.

Hi,

Kindly try to restart the Trend Micro Components.
 

To disable Trend Micro using the toolkit, do the following:

1. Press Windows  + R to open the "Run" window.
2. Type supporttool.exe and click OK.
3. Click Yes on the User Account Control window to proceed.
4. In the "Diagnostic Toolkit", click the (C) Uninstall tab.
5. Select 5. Stop all components.
6. Wait for the Trend Micro icon to disappear from the notification area.
7. To reactivate, open the Diagnostic Toolkit, navigate to (C) Uninstall and select 4. Start all components.

After performing the steps above, please try to update Trend Micro again.

If issue persists, you may contact our support team.
You may check this link: Contact Support | Trend Micro Help Center

Hope this helps!

Did not work for me Mute Mode supposedly still on and will not allow updates 
Anything else I should try? 

Hi, 

May we know the current version of your Trend Micro Maximum Security; to check it, you can go to the human Icon on the upper right part and click "About Software"

You can also try the following steps:

To disable Trend Micro using the toolkit, do the following:

1. Press Windows  + R to open the "Run" window.
2. Type supporttool.exe and click OK.
3. Click Yes on the User Account Control window to proceed.
4. In the "Diagnostic Toolkit", click the (C) Uninstall tab.
5. Select 5. Stop all components.
6. Wait for the Trend Micro icon to disappear from the notification area.
7. Go to Step 2 and Step 3 to Delete the broken updates and Trend Micro proxy files. Simply click the Delete Now button.
8. To reactivate, open the Diagnostic Toolkit, navigate to (C) Uninstall and select 4. Start all components.

After performing the steps above, please try to update Trend Micro again.

If you experience the same issue again, you may need to contact our support team.
You may check this link: Contact Support | Trend Micro Help Center