If you see a popup saying "Unable to Connect to Trend Micro," your computer might be having trouble connecting to the internet or there's an update issue with your program. This is needed to update your Trend Micro software with the latest security features.
Why am I seeing this popup?
- There is an update issue with your Trend Micro program.
- This error typically appears if your computer hasn't connected to the Trend Micro servers for updates in the last three days, possibly due to network issues.
How do I fix it?
If your Trend Micro program experiences an update issue, use the hotfix below to resolve it quickly.
This hotfix will make the software less sensitive to shutdowns, allowing updates while keeping protection. Here’s how to apply the hotfix:
- Initiate the hotfix download by clicking the link below:
Ti_1780_win_en_for_UMH_1166_later_hfb0002.exe - Run the downloaded file Ti_1780_win_en_for_UMH_1166_later_hfb0002.exe
by double-clicking it. - Grant permission by clicking Yes in the User Account Control window.
- Complete the installation by following the on-screen instructions.
- Restart your device to apply changes.
If the hotfix does not work, your computer may be having trouble connecting to the internet. To resolve this, follow the steps below:
Restart Trend Micro components using Diagnostic Toolkit
- Press Windows ⊞ + R to open the "Run" window.
- Type supporttool.exe and click OK.
- Click Yes on the User Account Control window to proceed.
- In the "Diagnostic Toolkit", click the (C) Uninstall tab.
- Select 5. Stop all components.
- Wait for the Trend Micro icon to disappear from the notification area.
- After ten seconds, click 4. Start all Components.
Check for updates again. If updating fails, proceed to the next step:
Disable Use a Proxy Server to Connect to the Internet setting
- Open Trend Micro Program Settings.
- Go to Other Settings > Network Settings.
- Uncheck Use a Proxy Server to Connect to the Internet.
Flush the DNS
- Open Command Prompt as an Administrator.
- Type "ipconfig /flushdns", then press ENTER.
- Close the Command Prompt window when you receive the following message:
"Successfully flushed the DNS Resolver Cache."
Reset the Winsock Catalog
- Open Command Prompt as an Administrator.
- Type “netsh winsock reset”, then press ENTER.
- Restart your computer when you receive the following message:
"Successfully reset the Winsock Catalog.
You must restart your computer in order to complete the reset." - Update the program manually.
Check Your Internet Settings
- Metered Connection: This setting can restrict internet usage. If your internet plan is unlimited, turn this setting off. If you're on a metered plan, temporarily disable it, update Trend Micro, then turn it back on.
- Contact Your ISP: If you suspect your internet connection is unstable, it might be a good idea to talk to your Internet Service Provider for help.