Help Center
    Print

    Troubleshooting Tool (AirSupport) v6.0 Data Collection Disclosure

    Views:

    Trend Micro Troubleshooting Tool includes the following modules which, when enabled, will cause the corresponding data to be transmitted to Trend Micro. Each of these modules can be disabled as shown below:

    Default Collection

    Troubleshooting Tool (AirSupport) v6.0 automatically collects and transmits the following data, some of which may be considered personal data in certain jurisdictions, after installing/enabling the product. It is necessary to collect this data to provide the security functions on this product. Therefore, you cannot disable these features. If you do not want Trend Micro to access this data, you should uninstall and stop using the product.

    Problem Information

    DESCRIPTION

    Premium Support customers may contact Technical Support by submitting problem-related information.

    Trend Micro Technical Support uses the information provided by customers to better understand the issue and provide assistance.
    DATA COLLECTED

    Screenshots
    Problem Description
    Chat messages describing the user’s problem

    Troubleshooting Tool (AirSupport) v6.0 Data Collection Disclosure
    CONSOLE LOCATION

    This feature cannot be configured because this information is submitted by the customer.

    If you do not want this information collected, please do not use AirSupport to submit an issue.

    CONSOLE SETTINGS

    Back to top

    Customer Entitlement Information

    DESCRIPTION

    Trend Micro Technical Support uses this information to check for customer’s support entitlement.
    DATA COLLECTED

    Product Serial Number
    (if registered)
    CONSOLE LOCATION

    This feature cannot be configured because this information is submitted by the customer.

    If you do not want this information collected, please do not use AirSupport to submit an issue.
    CONSOLE SETTINGS

    Back to top

    Support Session Identification

    DESCRIPTION

    Trend Micro Technical Support uses this information to identify a unique support troubleshooting session.
    DATA COLLECTED

    GUID
    Token ID
    Session ID
    CONSOLE LOCATION

    Support session identification data cannot be configured.

    If you do not want this information collected, please do not use AirSupport to submit an issue or to connect to a support session by inputting the token ID provided by Trend Micro Support.
    CONSOLE SETTINGS

    Back to top

    Usage Feedback

    DESCRIPTION

    Trend Micro uses usage data to improve the customer support experience.
    DATA COLLECTED

    AirSupport Usage data, including which buttons are clicked and where AirSupport is launched from.
    CONSOLE LOCATION

    This feature cannot be configured.

    If you do not want AirSupport to collect usage data, uninstall AirSupport from your device.
    CONSOLE SETTINGS

    Back to top

    Troubleshooting Data

    DESCRIPTION

    During a troubleshooting session, Trend Micro Technical Support collects relevant information to quickly identify and resolve issues.
    DATA COLLECTED

    Any of the following information may be collected by Trend Micro Technical Support during a troubleshooting session:
    - Basic information about the machine
    - Installed Microsoft security updates
    - Installed applications, browsers and add-ons
    - Network connection information (IP address, connection speed, status)
    - Disk usage
    - Status of the device's security settings such as firewall, UAC, Windows Update, etc
    - Services registered
    - AutoStartUp Info
    - Registry information
    - Files (for sample collection)
    - Active URLs (from the active pages of all opened browsers)
    - Trend Micro product debug logs
    CONSOLE LOCATION

    This feature cannot be configured because this information is submitted by the customer.

    If you do not want this information collected, please do not use AirSupport to submit an issue.
    CONSOLE SETTINGS

    Back to top

    To see where the collected data is processed, refer to our list of data centers and authorized data subprocessors and their locations.

    Keywords: gdpr,general data protection regulation
    Add a comment
    Home Support

    Troubleshooting Tool (AirSupport) v6.0 Data Collection Disclosure

    Trend Micro Troubleshooting Tool includes the following modules which, when enabled, will cause the corresponding data to be transmitted to Trend Micro. Each of these modules can be disabled as shown below:

    Default Collection

    Troubleshooting Tool (AirSupport) v6.0 automatically collects and transmits the following data, some of which may be considered personal data in certain jurisdictions, after installing/enabling the product. It is necessary to collect this data to provide the security functions on this product. Therefore, you cannot disable these features. If you do not want Trend Micro to access this data, you should uninstall and stop using the product.

    Problem Information

    DESCRIPTION

    Premium Support customers may contact Technical Support by submitting problem-related information.

    Trend Micro Technical Support uses the information provided by customers to better understand the issue and provide assistance.
    DATA COLLECTED

    Screenshots
    Problem Description
    Chat messages describing the user’s problem

    Troubleshooting Tool (AirSupport) v6.0 Data Collection Disclosure
    CONSOLE LOCATION

    This feature cannot be configured because this information is submitted by the customer.

    If you do not want this information collected, please do not use AirSupport to submit an issue.

    CONSOLE SETTINGS

    Back to top

    Customer Entitlement Information

    DESCRIPTION

    Trend Micro Technical Support uses this information to check for customer’s support entitlement.
    DATA COLLECTED

    Product Serial Number
    (if registered)
    CONSOLE LOCATION

    This feature cannot be configured because this information is submitted by the customer.

    If you do not want this information collected, please do not use AirSupport to submit an issue.
    CONSOLE SETTINGS

    Back to top

    Support Session Identification

    DESCRIPTION

    Trend Micro Technical Support uses this information to identify a unique support troubleshooting session.
    DATA COLLECTED

    GUID
    Token ID
    Session ID
    CONSOLE LOCATION

    Support session identification data cannot be configured.

    If you do not want this information collected, please do not use AirSupport to submit an issue or to connect to a support session by inputting the token ID provided by Trend Micro Support.
    CONSOLE SETTINGS

    Back to top

    Usage Feedback

    DESCRIPTION

    Trend Micro uses usage data to improve the customer support experience.
    DATA COLLECTED

    AirSupport Usage data, including which buttons are clicked and where AirSupport is launched from.
    CONSOLE LOCATION

    This feature cannot be configured.

    If you do not want AirSupport to collect usage data, uninstall AirSupport from your device.
    CONSOLE SETTINGS

    Back to top

    Troubleshooting Data

    DESCRIPTION

    During a troubleshooting session, Trend Micro Technical Support collects relevant information to quickly identify and resolve issues.
    DATA COLLECTED

    Any of the following information may be collected by Trend Micro Technical Support during a troubleshooting session:
    - Basic information about the machine
    - Installed Microsoft security updates
    - Installed applications, browsers and add-ons
    - Network connection information (IP address, connection speed, status)
    - Disk usage
    - Status of the device's security settings such as firewall, UAC, Windows Update, etc
    - Services registered
    - AutoStartUp Info
    - Registry information
    - Files (for sample collection)
    - Active URLs (from the active pages of all opened browsers)
    - Trend Micro product debug logs
    CONSOLE LOCATION

    This feature cannot be configured because this information is submitted by the customer.

    If you do not want this information collected, please do not use AirSupport to submit an issue.
    CONSOLE SETTINGS

    Back to top

    To see where the collected data is processed, refer to our list of data centers and authorized data subprocessors and their locations.

    Was this helpful?

    • It wasn't helpful at all.
    • It was not helpful.
    • Just okay.
    • It was helpful.
    • It was very helpful.
    Messenger Icon
    Ask Vanessa

    Get in touch with our Social Media ambassador and she'll answer your question or issue.

    Open Messenger
    Hi there  👋

    How can we help you today? Click the button below to start chatting with support.

    Product Image
    Close
    Trend Micro Support

    Our Support Representative will be with you shortly.

    Product Image

    Trend Micro Support

    Usually replies in a few minutes.

    Before we start, kindly fill up the details below:

    Please see our privacy policy for more information on how we use your data.