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I purchased Internet Security Dec. 15, 016. Had problems…

Customer Question
I purchased Internet Security...

I purchased Internet Security Dec. 15, 016. Had problems with laptop. Took to computer guru, fixed laptop but Trend was on but I can't open. I keep getting a lower right box stating "protection disabled", another " scanning", can't get it to stop when I want it to. My key number is: PRMF-0014-7330-3863-7142

Technician's Assistant: Just to clarify, what's the make and model of your machine, and what operating system are you running?

I have an "Acer" laptop. Can't remember model.

Technician's Assistant: Have you installed any updates recently?

None that had come to me as a Trend update unless you are referring to any update

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

Not at this oint

Submitted: 10 months ago.Category: Computer
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Answered in 1 minute by:
9/24/2017
Tech Support Specialist: Michael Hannigan, Information Systems Manager replied 10 months ago
Michael Hannigan
Michael Hannigan, Information Systems Manager
Category: Computer
Satisfied Customers: 11,888
Experience: 25 Years Experience in Field. MCSE, ICCP, CNE, Greenbelt
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Hello. My name is***** will be helping you with your question today. Please give me a moment to review your question and respond.

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Tech Support Specialist: Michael Hannigan, Information Systems Manager replied 10 months ago

The first thing I would suggest doing is making sure you have the latest version and that your subscription isn't expired. It shouldn't be, based on when you bought it. At the same time, you will make sure it's activated by installing the latest version. Here are the steps to check/do that.

Your Trend Micro subscription should not be expired. To check your serial number and subscription, log into your Trend Micro Account.

On your Trend Micro Account, you should see the complete description of your Trend Micro program which includes the version/year. On each computer names listed, you should see an "Upgrade Recommended" banner if that specified computer is still using an older version of Trend Micro. A link is included for the instruction to upgrade to latest version. I will also give you a link to a page with the latest downloads for each version.

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Tech Support Specialist: Michael Hannigan, Information Systems Manager replied 10 months ago

Here is the page with the downloads:

https://esupport.trendmicro.com/en-us/home/pages/technical-support/1059569.aspx?vwd=KB-_-prd=gen-_-src=KB1104607-_-loc=Default

Note that if your version starts with a "T", it is from a third party, like the computer reseller. or an Internet Service Provider. If this is the case, then the upgrade would have to come through them.

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Tech Support Specialist: Michael Hannigan, Information Systems Manager replied 10 months ago

I'll be available for any questions you still have, or if this does not resolve your issue. Please take a moment to click the 5 star rating and submit before leaving. It's a very important step, and I'll still be available to you if you need me.

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Customer reply replied 10 months ago
I already have Trend Internet Security (Full Version) as of 12/15/016I have tried to download the address of downloads and I keep getting the page can't display
Tech Support Specialist: Michael Hannigan, Information Systems Manager replied 10 months ago

Did you click on the link I gave you?

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Tech Support Specialist: Michael Hannigan, Information Systems Manager replied 10 months ago

Did you read my entire reply earlier?

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