Allen Malapit (TS-PH)

Bonjour @denissibottier, 

Pouvons-nous simplement vérifier comment vous obtenez ou demandez habituellement la licence ?

Pouvons-nous également vérifier comment vous l'avez renouvelée précédemment ? Est-ce à partir d'un site Web ou votre école vous a-t-elle simplement fourni la licence ?

Veuillez nous le faire savoir afin que nous puissions vérifier davantage. Merci beaucoup !

Hi @mishkaross01,

May I ask do you get any messages when you try to log into the website? If you encounter any messages, please provide a screenshot so that we can further check on it.

You can also try to temporarily disable Trend Micro to check if it is the one that is blocking the website. You can follow the steps below on how you can temporarily disable Trend Micro:

Disable Trend Micro from the System Tray

1. Check the bottom right corner of your screen, in the taskbar notification area.
2. Right-click the Trend Micro icon  to open it. If you can't see it, click the tiny arrow (^) next to the notification area to reveal hidden icons.
3. Select Exit.
4. Wait until the Trend Micro icon disappears on the system tray.

Disable Trend Micro using the Diagnostic Toolkit

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.

Once Trend Micro is disabled, you can try to open the website again. If you cannot still log into the website while Trend Micro is disabled, it means that Trend Micro is not blocking it and it is not causing the issue. 

To turn on Trend Micro again, open the Trend Micro Diagnostic Toolkit again, then go to (C) Uninstall > 4. Start all components.

Hope this helps!

Hi @xjjeeper,

You can refer to the article about the pop-up error that you are getting from Trend Micro:

Fix "Email Defender cannot work" error

Hope this helps. If you still encounter the issue after doing the troubleshooting on the page I have provided, please let us know so that we can further check on it.

Thank you very much!

Hi @eho17,

I tried to check your records and it shows that you purchased a new Trend Micro Maximum Security license.

May I ask where you see the prompt that you need to renew?

Also, are you trying to add your devices to the new license? If you are adding your devices to the new license, you can change the serial number on the Trend Micro software. To do this, you can refer to the steps below:

For Trend Micro Maximum Security:

1. Open Trend Micro on your Windows computer.
2. Look at the bottom of the Trend Micro program window and find the expiry date.
3. Click on the expiry date. A new window will pop up.
4. In the new window, click on Change your activation code.
5. You'll be prompted to enter your new activation code. Type it in the provided field.
6. Click Next to confirm the change.
7. Finally, click Close.

For Trend Micro Mobile Security:

1. Open the Trend Micro Mobile Security app on your device.
2. Tap the three-dot menu icon (⋮).
3. Select Settings.
4. Navigate to Trend Micro Account > Account Control > Sign Out.
5. When prompted with Authentication Required, tap Continue.
6. Enter your password, then tap Sign Out. Note: Signing out will close the Mobile Security app.
7. Open the Mobile Security app again.
8. Tap Sign in to Use Your Current Subscription when prompted with Feeling Curious?.
9. Sign in with your Trend Micro Account credentials.
10. Tap Next when prompted with Use Available Subscription.
11. Select the license you want to use, then tap Use this subscription.

Hope this helps!

Hi @eho17,

I tried to check your records and it shows that you purchased a new Trend Micro Maximum Security license.

May I ask where you see the prompt that you need to renew?

Also, are you trying to add your devices to the new license? If you are adding your devices to the new license, you can change the serial number on the Trend Micro software. To do this, you can refer to the steps below:

For Trend Micro Maximum Security:

1. Open Trend Micro on your Windows computer.
2. Look at the bottom of the Trend Micro program window and find the expiry date.
3. Click on the expiry date. A new window will pop up.
4. In the new window, click on Change your activation code.
5. You'll be prompted to enter your new activation code. Type it in the provided field.
6. Click Next to confirm the change.
7. Finally, click Close.

For Trend Micro Mobile Security:

1. Open the Trend Micro Mobile Security app on your device.
2. Tap the three-dot menu icon (⋮).
3. Select Settings.
4. Navigate to Trend Micro Account > Account Control > Sign Out.
5. When prompted with Authentication Required, tap Continue.
6. Enter your password, then tap Sign Out. Note: Signing out will close the Mobile Security app.
7. Open the Mobile Security app again.
8. Tap Sign in to Use Your Current Subscription when prompted with Feeling Curious?.
9. Sign in with your Trend Micro Account credentials.
10. Tap Next when prompted with Use Available Subscription.
11. Select the license you want to use, then tap Use this subscription.

Hope this helps!

Hi @jelks5x6,

May I ask if you get an error message when Trend Micro blocks your devices? Please provide the exact error or a screenshot of the error message so we can check further on what you have encountered.

Thank you very much!

Hi @kieuquangkham,

Please try to restart the components of your Trend Micro. You can follow the steps below on how you can do this:

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. To turn it back ON, open the Trend Micro Diagnostic Toolkit again, then go to (C) Uninstall > 4. Start all components.

 Hope this helps!

Hi @info8b1a1f,

May we ask what happens when you try to activate it? If you encounter an error message, please provide the exact message or a screenshot so we can further check on what happened.

Thank you very much!

Hi @teenmura,

Can you please try to turn it back on again and monitor if you encounter the same issue so that we can further check on it? 

May we also verify if this is the only setting that you have turned off on Trend Micro? If you have turned off other settings, please let us know.

Thank you very much!

Hi @kbridgman,

If you have a Windows device in S Mode, you can install Trend Micro Security for Microsoft Edge.  You can check the link below on how you can do this:

Install Trend Micro Security for Microsoft Edge

You also have the option to switch out of S Mode to install Trend Micro Maximum Security. You can follow the steps below on how you can switch out of S Mode:

For Windows 10:

1. Open Settings.
2. Tap Update and Security.
3. Tap Activation.
4. Find Switch to Windows 10 Home or Switch to Windows 10 Pro section.
5. Then select Go to the Store link.
6. Tap Get on the Microsoft Store.

For Windows 11:

1. Open Settings.
2. Tap System.
3. Tap Activation.
4. Find Switch to Windows 11 Pro section, then select the Go to the Store link or Click Open Microsoft Store.
5. On the page that appears in Microsoft Store (Switch out of S mode or a similar page), select the Get button.

Once you have switched out of S Mode, you can proceed with installing Trend Micro Maximum Security on your device.

Hope this helps!