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Trend Micro Troubleshooting Tool is a support tool that helps you follow step-by-step instructions from our Technical Support Engineers to fix malware and Trend Micro product-related issues.

It also lets you take screenshots of your computer so they can examine the problem.

  1. Make sure Trend Micro Security is already installed on your Windows PC.
  2. Click the Start , then go to Trend Micro Security > Trend Micro Troubleshooting Tool..

    If you cannot find the tool there:

    1. Go to https://tmqa.jp/678 (You can copy this link and then paste it to the address bar).
      It will download airsupportlauncher_er-as.exe.
    2. Double-click airsupportlauncher_er-as.exe to open the tool.
  3. Click Yes when the User Account Control window appears.
  4. Wait as the Troubleshooting Tool loads.

    Loading Window

  5. Enter the Token ID your Technical Support Engineer provided, then click Connect.

    Enter Token ID

    You will see every action our Support Engineer does on your computer on the Troubleshooting Tool window.

  6. Click the X button to end the session.

Note: The Trend Micro Troubleshooting Tool requires a Token ID from customer support. Contact Customer support to get your Token ID before using the tool.

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