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. |
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DATA COLLECTED |
Screenshots |
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 |
Customer Entitlement Information
DESCRIPTION |
Trend Micro Technical Support uses this information to check for customer’s support entitlement. |
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DATA COLLECTED |
Product Serial Number |
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 |
Support Session Identification
DESCRIPTION |
Trend Micro Technical Support uses this information to identify a unique support troubleshooting session. |
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DATA COLLECTED |
GUID |
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 |
Usage Feedback
DESCRIPTION |
Trend Micro uses usage data to improve the customer support experience. |
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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 |
Troubleshooting Data
DESCRIPTION |
During a troubleshooting session, Trend Micro Technical Support collects relevant information to quickly identify and resolve issues. |
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DATA COLLECTED |
Any of the following information may be collected by Trend Micro Technical Support during a troubleshooting session: |
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 |
To see where the collected data is processed, refer to our list of data centers and authorized data subprocessors and their locations.