Before contacting technical support, consider visiting the following Trend Micro online resources.
The Trend Micro Support Portal is a 24x7 online resource that contains the most up-to-date information about both common and unusual problems.
Select from the available products or click the appropriate button to search for solutions.
Use the Search Support field to search for available solutions.
If no solution is found, click Contact Support and select the type of support needed.
To submit a support case online, visit the following URL:
http://esupport.trendmicro.com/srf/SRFMain.aspx
A Trend Micro support engineer investigates the case and responds in 24 hours or less.
Most malware today consists of "blended threats" - two or more technologies combined to bypass computer security protocols. Trend Micro combats this complex malware with products that create a custom defense strategy. The Threat Encyclopedia provides a comprehensive list of names and symptoms for various blended threats, including known malware, spam, malicious URLs, and known vulnerabilities.
Go to http://about-threats.trendmicro.com/us/threatencyclopedia#malware to learn more about:
Malware and malicious mobile code currently active or "in the wild"
Correlated threat information pages to form a complete web attack story
Internet threat advisories about targeted attacks and security threats
Web attack and online trend information
Weekly malware reports
In the United States, Trend Micro representatives are available by phone or email:
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Address |
Trend Micro, Incorporated 225 E. John Carpenter Freeway, Suite 1500 Irving, Texas 75062 U.S.A. |
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Phone |
Phone: +1 (817) 569-8900 Toll-free: (888) 762-8736 |
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Website |
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Email address |
Worldwide support offices:
http://www.trendmicro.com/us/about-us/contact/index.html
Trend Micro product documentation:
To improve problem resolution, have the following information available:
Steps to reproduce the problem
Appliance or network information
Computer brand, model, and any additional hardware connected to the endpoint
Amount of memory and free hard disk space
Operating system and service pack version
Endpoint client version
Serial number or activation code
Detailed description of install environment
Exact text of any error message received
Several options are available for sending suspicious content to Trend Micro for further analysis.
Gather system information and submit suspicious file content to Trend Micro:
http://esupport.trendmicro.com/solution/en-us/1059565.aspx
Record the case number for tracking purposes.
Query the safety rating and content type of a URL suspected of being a phishing site, or other so-called "disease vector" (the intentional source of Internet threats such as spyware and malware):
http://global.sitesafety.trendmicro.com/
If the assigned rating is incorrect, send a re-classification request to Trend Micro.
From time to time, Trend Micro may release a patch for a reported known issue or an upgrade that applies to a specific product or service. To find out whether any patches are available, go to:
http://www.trendmicro.com/download/
If a patch has not been applied (patches are dated), open the Readme file to determine whether it is relevant to your environment. The Readme file also contains installation instructions.
Trend Micro always seeks to improve its documentation. If you have questions, comments, or suggestions about this or any Trend Micro document, please go to the following site:
http://www.trendmicro.com/download/documentation/rating.asp