Troubleshooting Resources

Before contacting technical support, consider visiting the following Trend Micro online resources.

Using the Support Portal

The Trend Micro Support Portal is a 24x7 online resource that contains the most up-to-date information about both common and unusual problems.

  1. Go to http://esupport.trendmicro.com.
  2. Select from the available products or click the appropriate button to search for solutions.
  3. Use the Search Support field to search for available solutions.
  4. If no solution is found, click Contact Support and select the type of support needed.
    Tip:

    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.

Threat Encyclopedia

Most malware today consists of "blended threats" which combine two or more technologies 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://www.trendmicro.com/vinfo/us/threat-encyclopedia/#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