You’re offline. This is a read only version of the page.
Online Help Center
Search
Support
For Home
For Business
English (US)
Bahasa Indonesia (Indonesian)
Dansk (Danish)
Deutsch (German)
English (Australia)
English (US)
Español (Spanish)
Français (French)
Français Canadien
(Canadian French)
Italiano (Italian)
Nederlands (Dutch)
Norsk (Norwegian)
Polski (Polish)
Português - Brasil
(Portuguese - Brazil)
Português - Portugal
(Portuguese - Portugal)
Svenska (Swedish)
ภาษาไทย (Thai)
Tiếng Việt (Vietnamese)
Türkçe (Turkish)
Čeština (Czech)
Ελληνικά (Greek)
Български (Bulgarian)
Русский (Russian)
עברית (Hebrew)
اللغة العربية (Arabic)
日本語 (Japanese)
简体中文
(Simplified Chinese)
繁體中文
(Traditional Chinese)
繁體中文 HK
(Traditional Chinese)
한국어 (Korean)
Cancel
This website uses cookies for website functionality and traffic analytics. Our Cookie Notice provides more information and explains how to amend your cookie settings.
Learn More
Yes, I agree
Table of Contents
The page you're looking for can't be found or is under maintenance
Try again later or go to the home page
Go to home page
Privacy and Personal Data Collection Disclosure
Introducing Remote Manager
Introduction
Trend Micro Remote Manager
What's new
Features
Browser requirements
Supported products
Key terminology
Managing customers
Remote Manager customers
Customers overview
Customers data
Filtering the Customers list
Adding customers
Assigning Worry-Free Business Security Services templates to existing customers
Mass policy updates to multiple customers
Policy updates for Worry-Free Business Security Services
Configuring the Approved/Blocked URLs List for Worry-Free Business Security Services
Approved/Blocked URL List wildcard support
Configuring the Antivirus Scan Exclusions for Worry-Free Business Security Services
Wildcard Exceptions
Supported system variables for file and folder exceptions
Wildcard Support for Mac File Exclusions
Configuring the Behavior Monitoring Exception List for Worry-Free Business Security Services
Behavior Monitoring Exception List Wildcard Support
Supported environment variables
Configuring the Predictive Machine Learning Exception List for Worry-Free Business Security Services
Configuring Predictive Machine Learning Settings for Worry-Free Business Security Services
Configuring ransomware settings for Worry-Free Business Security Services
Configuring alert settings for Worry-Free Business Security Services
Configuring firewall settings for Worry-Free Business Security Services
Configuring privileges settings for Worry-Free Business Security Services
Policy updates for Trend Micro Web Security
Configuring the Approved/Blocked URLs List for Trend Micro Web Security
Match modes for Trend Micro Web Security approved/blocked URLs
Cloud Edge settings
Updating Cloud Edge firmware
Configuring Cloud Edge firmware update permissions
Importing multiple customers with Cloud Edge devices
Merging multiple Remote Manager accounts in Licensing Management Platform
Individual customer settings
Customer information
Customer Products
Product/Service information
Adding new products using a Licensing Management Platform account
Adding new products using a Customer Licensing Portal account
Network tree status icons
Customer Licenses
Renewing licenses
Modifying unit allocation
Company Profile
Customer Risk Management
Contact Information
Customer Notifications
ConnectWise Manage settings for individual customers
Managing Trend Micro products
Cloud App Security in Remote Manager
Cloud App Security
Registering Cloud App Security
Managing Cloud App Security
Cloud App Security events
Cloud App Security notifications
Cloud Edge in Remote Manager
Cloud Edge
Registering customers with Cloud Edge devices
Managing Cloud Edge
Cloud Edge events
Cloud Edge notifications
Hosted Email Security in Remote Manager
Hosted Email Security
Registering Hosted Email Security
Connecting a Hosted Email Security Customer to the Remote Manager Web Console
Disconnecting a Hosted Email Security Customer from the Remote Manager Web Console
Managing Hosted Email Security
Trend Micro Email Security in Remote Manager
Trend Micro Email Security
Connecting Trend Micro Email Security for a New Customer
Connecting a Trend Micro Email Security Customer to Remote Manager
Disconnecting a Trend Micro Email Security Customer from Remote Manager
Managing Trend Micro Email Security
Trend Micro Web Security in Remote Manager
Trend Micro Web Security
Registering Trend Micro Web Security
Managing Trend Micro Web Security
Trend Micro Web Security Events
Trend Micro Web Security Notifications
Worry-Free Business Security in Remote Manager
Worry-Free Business Security
Registering Worry-Free Business Security Standard and Advanced
Checking the Trend Micro Remote Manager Agent Connection
Managing the Worry-Free Business Security Server
Viewing Device Group Information
Worry-Free Business Security Events
Worry-Free Business Security Notifications
Worry-Free Business Security Services in Remote Manager
Worry-Free Business Security Services
Registering Worry-Free Business Security Services
Connecting a Worry-Free Business Security Services Customer to the Remote Manager Web Console
Disconnecting a Worry-Free Business Security Services Customer from the Remote Manager Web Console
Managing Worry-Free Business Security Services
Viewing Worry-Free Business Security Services Device Group Information
Security Settings for Worry-Free Business Security Services
Role-based Access Permissions
Worry-Free Business Security Services Events
Worry-Free Business Security Services Notifications
Integrating third-party solutions
Autotask support
Integrating Autotask
Integrating Remote Manager with Autotask
Enabling Autotask to display Remote Manager notifications
Enabling Autotask to generate account tickets
Supported Trend Micro product events in Autotask
ConnectWise Manage support
Integrating ConnectWise Manage
Integrating ConnectWise Manage and Remote Manager customers
Adding Trend Micro products to ConnectWise Manage
Monitoring Hosted Email Security spam stats
Monitoring Trend Micro Email Security spam stats
Managing customer billing
Creating a management solution
Creating cross-references
ConnectWise Manage ticket integration
Monitoring customer notifications
Creating ticket profiles
Configuring settings in ConnectWise Manage using older integration models
Configuring settings in ConnectWise Manage versions 2015.1 through 2016.5
Creating an integrator login
Integrating Hosted Email Security with ConnectWise Manage
Adding Trend Micro products to ConnectWise Manage
Configuring settings in ConnectWise Manage version 2014.5 and earlier
Creating an integrator login
Integrating Hosted Email Security with ConnectWise Manage
Adding Trend Micro products to ConnectWise Manage
Creating a management solution
Creating cross-references
Configuring global ConnectWise Manage integration settings in Remote Manager
ConnectWise Automate support
Integrating ConnectWise Automate
Installing the Trend Micro Worry-Free Services Plug-in for ConnectWise Automate
Assigning user permissions in ConnectWise Automate
Migrating to the web-based plug-in
Using the Worry-Free Services Plug-in for ConnectWise Automate
Managing Trend Micro customers in ConnectWise Automate
Importing ConnectWise Automate clients
Customers summary
Security Agent Deployment Exception List
Managing Worry-Free Security Agents in ConnectWise Automate
Deploying the Security Agent to unmanaged endpoints
Scanning Worry-Free Security Agents
Updating Worry-Free Security Agents
Unloading Worry-Free Security Agents
Removing Worry-Free Security Agents
Managing Worry-Free Services ticket settings in ConnectWise Automate
Worry-Free Business Security Services tickets in ConnectWise Automate
Using the Worry-Free Services Plug-in for ConnectWise Automate (old versions)
Managing Trend Micro customers in ConnectWise Automate
Importing ConnectWise Automate clients
Trend Micro Customers
Security Agent Deployment Exception List
Managing Worry-Free Security Agents in ConnectWise Automate
Deploying the Security Agent to unmanaged endpoints
Scanning Worry-Free Security Agents
Updating Worry-Free Security Agents
Unloading Worry-Free Security Agents
Removing Worry-Free Security Agents
Using Trend Micro scripts in ConnectWise Automate
Monitoring Worry-Free Business Security Services Agents
Action Required Events widget
Threat Management widget
Managing Worry-Free Services ticket settings in ConnectWise Automate
Worry-Free Business Security Services tickets
Datto RMM support
Datto RMM
Integrating Datto RMM
Associating Worry-Free Business Security Services customers to Datto RMM managed sites
Downloading Worry-Free Business Security Services components
Managing Worry-Free Security Agents in Datto RMM
Kaseya VSA support
Integrating Kaseya VSA
Configuring Kaseya VSA notification settings in Remote Manager
Configuring notification settings in Kaseya VSA
Installing the Trend Micro Worry-Free Services Plug-in for Kaseya VSA
Updating the Trend Micro Worry-Free Services Plug-in for Kaseya VSA
Managing Trend Micro customers in Kaseya VSA
Importing Kaseya VSA customers
Customers summary
Security Agent Deployment Exception List
Managing Worry-Free Security Agents in Kaseya VSA
Deploying the Security Agent to unmanaged endpoints
Scanning Worry-Free Security Agents
Updating Worry-Free Security Agents
Unloading Worry-Free Security Agents
Removing Worry-Free Security Agents
Managing Worry-Free Services ticket settings in Kaseya VSA
Worry-Free Business Security Services tickets in Kaseya VSA
Monitoring customers
Overview of the new dashboard
Understanding the dashboard
Dashboard status screens
Working with tabs and widgets
Tab tasks
Change Layout window
Widget tasks
Remote Manager widgets
Customers with Notifications widget
Overall Detections widget
Customers Needing the Most Attention widget
Customers with the Most Suspicious Activities & Threats widget
License Management widget
Ransomware Detections widget
Ransomware Detections for All Customers widget
System Management widget
Threat Management widget
Trial and Full License Usage widget
Number of Customers by Registered Product widget
Worry-Free Business Security Services widgets
Worry-Free Business Security Services Abnormal Agent Status widget
Worry-Free Business Security Services Endpoint Operating Systems widget
Notification Center
Event Details
Event logs
Running a log query
Managing events
Understanding events
Event severity
Event status
Managed product events
Cloud App Security events
Cloud Edge events
Trend Micro Web Security events
Worry-Free Business Security events
Worry-Free Business Security Services events
Viewing product-specific events
Detection & Response
Detection & Response overview
Noteworthy Events / Detection
Analysis Chains
Analysis Chain icons
Details panels
Message Details
Configuring Noteworthy Event notifications
Assessments
Creating assessments
Creating a Quick Endpoint Assessment
Creating an Advanced Endpoint Assessment with User-defined Criteria
Creating an Advanced Endpoint Assessment with OpenIOC Criteria
Supported OpenIOC Indicators for Advanced Endpoint Assessments
Creating a Quick Email Assessment
Creating an Advanced Email Assessment with User-defined Criteria
Creating an Advanced Email Assessment with OpenIOC Criteria
Supported OpenIOC Indicators for Advanced Email Assessments
Viewing assessment results
Affected customers
Matched messages
Matched endpoints
Protecting your customers with Worry-Free XDR
Creating and Modifying Service Plans in Licensing Management Platform
Assigning an Individual Service Plan to a Customer in Licensing Management Platform
Managing reports
Reports overview
Adding a report
Modifying report settings
Generated Reports
Customer report targets
Editing the target Customer List
Partner report recipients
Administering Remote Manager
Administering Remote Manager
Administration settings
Configuring global notification settings
Customizing email notification content
License notifications
Worry-Free Business Security Services notifications
Worry-Free Business Security notifications
Cloud App Security notifications
Cloud Edge notifications
Trend Micro Web Security notifications
Configuring console settings
Generating an API key
Diagnostic Tool for ConnectWise Automate
Diagnostic Tool for Kaseya VSA On-premises
Default settings templates
Configuring default settings templates for Worry-Free Business Security Services
Configuring default settings templates for Cloud Edge
Viewing administration logs
Getting help
Troubleshooting and frequently asked questions
Troubleshooting
Trend Micro Remote Manager web console issues
Access issues
Inconsistent status icons
Node on tree cannot be expanded
Page cannot be displayed
Agent issues
Managed product or third-party software connection issues
Connection issues with Hosted Email Security
Unable to connect to ConnectWise Manage customers
Frequently asked questions
CSV FAQs
Why do I lose encoding of non-English characters after opening the CSV file in Excel?
Web console FAQs
Maximizing ransomware protection FAQs
Hosted Email Security FAQs
Report FAQs
Technical support
Contacting support
Using the support portal
Speeding up the support call
Sending suspicious content to Trend Micro
Email Reputation Services
File Reputation Services
Web Reputation Services
Troubleshooting resources
Threat encyclopedia
Download center
Documentation feedback
ConnectWise Automate support
This section contains the following topics:
Related information
Integrating ConnectWise Automate™
Using the Worry-Free Services Plug-in for ConnectWise Automate
Using the Worry-Free Services Plug-in for ConnectWise Automate (old versions)
Table of Contents
Privacy and Personal Data Collection Disclosure
Introducing Remote Manager
Introduction
Trend Micro Remote Manager
What's new
Features
Browser requirements
Supported products
Key terminology
Managing customers
Remote Manager customers
Customers overview
Customers data
Filtering the Customers list
Adding customers
Assigning Worry-Free Business Security Services templates to existing customers
Mass policy updates to multiple customers
Policy updates for Worry-Free Business Security Services
Configuring the Approved/Blocked URLs List for Worry-Free Business Security Services
Approved/Blocked URL List wildcard support
Configuring the Antivirus Scan Exclusions for Worry-Free Business Security Services
Wildcard Exceptions
Supported system variables for file and folder exceptions
Wildcard Support for Mac File Exclusions
Configuring the Behavior Monitoring Exception List for Worry-Free Business Security Services
Behavior Monitoring Exception List Wildcard Support
Supported environment variables
Configuring the Predictive Machine Learning Exception List for Worry-Free Business Security Services
Configuring Predictive Machine Learning Settings for Worry-Free Business Security Services
Configuring ransomware settings for Worry-Free Business Security Services
Configuring alert settings for Worry-Free Business Security Services
Configuring firewall settings for Worry-Free Business Security Services
Configuring privileges settings for Worry-Free Business Security Services
Policy updates for Trend Micro Web Security
Configuring the Approved/Blocked URLs List for Trend Micro Web Security
Match modes for Trend Micro Web Security approved/blocked URLs
Cloud Edge settings
Updating Cloud Edge firmware
Configuring Cloud Edge firmware update permissions
Importing multiple customers with Cloud Edge devices
Merging multiple Remote Manager accounts in Licensing Management Platform
Individual customer settings
Customer information
Customer Products
Product/Service information
Adding new products using a Licensing Management Platform account
Adding new products using a Customer Licensing Portal account
Network tree status icons
Customer Licenses
Renewing licenses
Modifying unit allocation
Company Profile
Customer Risk Management
Contact Information
Customer Notifications
ConnectWise Manage settings for individual customers
Managing Trend Micro products
Cloud App Security in Remote Manager
Cloud App Security
Registering Cloud App Security
Managing Cloud App Security
Cloud App Security events
Cloud App Security notifications
Cloud Edge in Remote Manager
Cloud Edge
Registering customers with Cloud Edge devices
Managing Cloud Edge
Cloud Edge events
Cloud Edge notifications
Hosted Email Security in Remote Manager
Hosted Email Security
Registering Hosted Email Security
Connecting a Hosted Email Security Customer to the Remote Manager Web Console
Disconnecting a Hosted Email Security Customer from the Remote Manager Web Console
Managing Hosted Email Security
Trend Micro Email Security in Remote Manager
Trend Micro Email Security
Connecting Trend Micro Email Security for a New Customer
Connecting a Trend Micro Email Security Customer to Remote Manager
Disconnecting a Trend Micro Email Security Customer from Remote Manager
Managing Trend Micro Email Security
Trend Micro Web Security in Remote Manager
Trend Micro Web Security
Registering Trend Micro Web Security
Managing Trend Micro Web Security
Trend Micro Web Security Events
Trend Micro Web Security Notifications
Worry-Free Business Security in Remote Manager
Worry-Free Business Security
Registering Worry-Free Business Security Standard and Advanced
Checking the Trend Micro Remote Manager Agent Connection
Managing the Worry-Free Business Security Server
Viewing Device Group Information
Worry-Free Business Security Events
Worry-Free Business Security Notifications
Worry-Free Business Security Services in Remote Manager
Worry-Free Business Security Services
Registering Worry-Free Business Security Services
Connecting a Worry-Free Business Security Services Customer to the Remote Manager Web Console
Disconnecting a Worry-Free Business Security Services Customer from the Remote Manager Web Console
Managing Worry-Free Business Security Services
Viewing Worry-Free Business Security Services Device Group Information
Security Settings for Worry-Free Business Security Services
Role-based Access Permissions
Worry-Free Business Security Services Events
Worry-Free Business Security Services Notifications
Integrating third-party solutions
Autotask support
Integrating Autotask
Integrating Remote Manager with Autotask
Enabling Autotask to display Remote Manager notifications
Enabling Autotask to generate account tickets
Supported Trend Micro product events in Autotask
ConnectWise Manage support
Integrating ConnectWise Manage
Integrating ConnectWise Manage and Remote Manager customers
Adding Trend Micro products to ConnectWise Manage
Monitoring Hosted Email Security spam stats
Monitoring Trend Micro Email Security spam stats
Managing customer billing
Creating a management solution
Creating cross-references
ConnectWise Manage ticket integration
Monitoring customer notifications
Creating ticket profiles
Configuring settings in ConnectWise Manage using older integration models
Configuring settings in ConnectWise Manage versions 2015.1 through 2016.5
Creating an integrator login
Integrating Hosted Email Security with ConnectWise Manage
Adding Trend Micro products to ConnectWise Manage
Configuring settings in ConnectWise Manage version 2014.5 and earlier
Creating an integrator login
Integrating Hosted Email Security with ConnectWise Manage
Adding Trend Micro products to ConnectWise Manage
Creating a management solution
Creating cross-references
Configuring global ConnectWise Manage integration settings in Remote Manager
ConnectWise Automate support
Integrating ConnectWise Automate
Installing the Trend Micro Worry-Free Services Plug-in for ConnectWise Automate
Assigning user permissions in ConnectWise Automate
Migrating to the web-based plug-in
Using the Worry-Free Services Plug-in for ConnectWise Automate
Managing Trend Micro customers in ConnectWise Automate
Importing ConnectWise Automate clients
Customers summary
Security Agent Deployment Exception List
Managing Worry-Free Security Agents in ConnectWise Automate
Deploying the Security Agent to unmanaged endpoints
Scanning Worry-Free Security Agents
Updating Worry-Free Security Agents
Unloading Worry-Free Security Agents
Removing Worry-Free Security Agents
Managing Worry-Free Services ticket settings in ConnectWise Automate
Worry-Free Business Security Services tickets in ConnectWise Automate
Using the Worry-Free Services Plug-in for ConnectWise Automate (old versions)
Managing Trend Micro customers in ConnectWise Automate
Importing ConnectWise Automate clients
Trend Micro Customers
Security Agent Deployment Exception List
Managing Worry-Free Security Agents in ConnectWise Automate
Deploying the Security Agent to unmanaged endpoints
Scanning Worry-Free Security Agents
Updating Worry-Free Security Agents
Unloading Worry-Free Security Agents
Removing Worry-Free Security Agents
Using Trend Micro scripts in ConnectWise Automate
Monitoring Worry-Free Business Security Services Agents
Action Required Events widget
Threat Management widget
Managing Worry-Free Services ticket settings in ConnectWise Automate
Worry-Free Business Security Services tickets
Datto RMM support
Datto RMM
Integrating Datto RMM
Associating Worry-Free Business Security Services customers to Datto RMM managed sites
Downloading Worry-Free Business Security Services components
Managing Worry-Free Security Agents in Datto RMM
Kaseya VSA support
Integrating Kaseya VSA
Configuring Kaseya VSA notification settings in Remote Manager
Configuring notification settings in Kaseya VSA
Installing the Trend Micro Worry-Free Services Plug-in for Kaseya VSA
Updating the Trend Micro Worry-Free Services Plug-in for Kaseya VSA
Managing Trend Micro customers in Kaseya VSA
Importing Kaseya VSA customers
Customers summary
Security Agent Deployment Exception List
Managing Worry-Free Security Agents in Kaseya VSA
Deploying the Security Agent to unmanaged endpoints
Scanning Worry-Free Security Agents
Updating Worry-Free Security Agents
Unloading Worry-Free Security Agents
Removing Worry-Free Security Agents
Managing Worry-Free Services ticket settings in Kaseya VSA
Worry-Free Business Security Services tickets in Kaseya VSA
Monitoring customers
Overview of the new dashboard
Understanding the dashboard
Dashboard status screens
Working with tabs and widgets
Tab tasks
Change Layout window
Widget tasks
Remote Manager widgets
Customers with Notifications widget
Overall Detections widget
Customers Needing the Most Attention widget
Customers with the Most Suspicious Activities & Threats widget
License Management widget
Ransomware Detections widget
Ransomware Detections for All Customers widget
System Management widget
Threat Management widget
Trial and Full License Usage widget
Number of Customers by Registered Product widget
Worry-Free Business Security Services widgets
Worry-Free Business Security Services Abnormal Agent Status widget
Worry-Free Business Security Services Endpoint Operating Systems widget
Notification Center
Event Details
Event logs
Running a log query
Managing events
Understanding events
Event severity
Event status
Managed product events
Cloud App Security events
Cloud Edge events
Trend Micro Web Security events
Worry-Free Business Security events
Worry-Free Business Security Services events
Viewing product-specific events
Detection & Response
Detection & Response overview
Noteworthy Events / Detection
Analysis Chains
Analysis Chain icons
Details panels
Message Details
Configuring Noteworthy Event notifications
Assessments
Creating assessments
Creating a Quick Endpoint Assessment
Creating an Advanced Endpoint Assessment with User-defined Criteria
Creating an Advanced Endpoint Assessment with OpenIOC Criteria
Supported OpenIOC Indicators for Advanced Endpoint Assessments
Creating a Quick Email Assessment
Creating an Advanced Email Assessment with User-defined Criteria
Creating an Advanced Email Assessment with OpenIOC Criteria
Supported OpenIOC Indicators for Advanced Email Assessments
Viewing assessment results
Affected customers
Matched messages
Matched endpoints
Protecting your customers with Worry-Free XDR
Creating and Modifying Service Plans in Licensing Management Platform
Assigning an Individual Service Plan to a Customer in Licensing Management Platform
Managing reports
Reports overview
Adding a report
Modifying report settings
Generated Reports
Customer report targets
Editing the target Customer List
Partner report recipients
Administering Remote Manager
Administering Remote Manager
Administration settings
Configuring global notification settings
Customizing email notification content
License notifications
Worry-Free Business Security Services notifications
Worry-Free Business Security notifications
Cloud App Security notifications
Cloud Edge notifications
Trend Micro Web Security notifications
Configuring console settings
Generating an API key
Diagnostic Tool for ConnectWise Automate
Diagnostic Tool for Kaseya VSA On-premises
Default settings templates
Configuring default settings templates for Worry-Free Business Security Services
Configuring default settings templates for Cloud Edge
Viewing administration logs
Getting help
Troubleshooting and frequently asked questions
Troubleshooting
Trend Micro Remote Manager web console issues
Access issues
Inconsistent status icons
Node on tree cannot be expanded
Page cannot be displayed
Agent issues
Managed product or third-party software connection issues
Connection issues with Hosted Email Security
Unable to connect to ConnectWise Manage customers
Frequently asked questions
CSV FAQs
Why do I lose encoding of non-English characters after opening the CSV file in Excel?
Web console FAQs
Maximizing ransomware protection FAQs
Hosted Email Security FAQs
Report FAQs
Technical support
Contacting support
Using the support portal
Speeding up the support call
Sending suspicious content to Trend Micro
Email Reputation Services
File Reputation Services
Web Reputation Services
Troubleshooting resources
Threat encyclopedia
Download center
Documentation feedback
