Troubleshooting
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Transcript Troubleshooting
The popup update window in Trend Micro PCcillin
Internet Security (TIS) 2005 keeps appearing
SID : 22785
Go to Updates and Registration.
Go to Update Settings.
Select the following items:
Do not require confirmation before updating.
Do no show progress message when updating.
Click Apply.
An error occured while connecting to the
Internet... appears.
SID : 22439
CHECK FOR CONFLICTING SOFTWARE
Lavasoft (Ad-aware)
Ontrack Fix-It Utilities or Ontrack SystemSuite
OSSPROXY.EXE or MarketScore
Xfire
Norton, McAfee etc.
Panda
Mcafee
Firefox
System Suite
Spy Sweeper
Zone Alarm/ Zone Labs
Malaware
CHECK YOUR COMPUTER’S INTERNET PROXY
SETTINGS.
Open PC-cillin Internet Security 2005.
Click on Updates and Registration>Update
Setting.
Under Proxy Information, place a tick mark on
Use a proxy server to connect to the Internet
Click on Proxy Settings.
Enter the proxy address, port, username and
password if necessary.
CHECK YOU COMPUTER’S INTERNET
CONNECTION
PING the computer
Check HALT INTERNET TRAFFIC
CHECK FOR 3RD-PARTY FIREWALL
Update Button is grayed out
Run PCClient.exe
Location - [ C:\program files\ trend micro\ trend
micro internet security 2005 or at the folder where
PC-cillin 2005 was installed ]
Error applying transforms
issue with Microsoft, check their website
http://support.microsoft.com/?kbid=299699
Setup has detected an unsupported platform...
appears
SID: 22693
Check Operating System:
MicrosoftTM WindowsTM 98
Microsoft Windows 98 SE
Microsoft Windows Me
Microsoft Windows 2000 Professional with Service Pack 4 or
above
Microsoft Windows XP Home or Professional with Service Pack 1,
2
Internet Explorer 6.0 with Service Pack 1 or above
Unable to connect to the Internet after
installing Trend Micro PC-cillin Internet
Security 2005
SID : 24578
Not using the correct Personal Firewall profile. The
default profile is Direct Connection.
Wireless Network, Home Network or Office Network
Open the PC-cillin Internet Security console.
Click Network Security > Personal Firewall.
Select the Enable Personal Firewall check box.
Choose a profile setting from the current profile box.
Click Apply.
Microsoft Windows XP Service Pack 2 alerts
users that Trend Micro PC-cillin Internet
Security 2005 is out of date
SID : 24574
Perform a manual update.
PC-cillin should detect the new antivirus
components. If no new antivirus is detected and the
message still appears, proceed to the next step.
Roll back the pattern file.
Go to the C:\Program Files\Trend Micro\Internet
Security 2005 directory.
Find the lpt$vpn.xxx file, where xxx is pattern
number of the latest pattern file downloaded.
Rename this file to lpt$vpn.bak.
Find the PCCtool.exe file and double-click it. The
PCCtool console appears.
In the PCCtool console, click the [A] General tab.
Click Quit All Modules and wait until PC-cillin is
disabled.
PC-cillin is disabled if the PC-cillin icon is no longer in the
Windows System Tray at the lower right corner of the
Desktop.
Click Start All Modules.
Click OK to download the modules (e.g., pattern
files).
PC-cillin should detect the new antivirus components. If
no new antivirus is detected and the message still
appears, proceed to the next step.
Perform a manual update.
PC-cillin should detect the new antivirus
components
The message WiFi Does Not Support the
Current Network appears in Trend Micro PCcillin Internet Security 2005
SID : 24310
Click Start > Trend Micro PC-cillin > Trend Micro
PC-cillin Internet Security 2005.
Click Network Security > Personal Firewall.
Highlight the profile that you are using, then click
Edit.
Go to the Network tab.
Put a check mark on the Default Gateway option
and click Get.
If there is an IP address and a MAC address, restart
the computer. If there is none, proceed with the next
steps.
Open the Registry Editor:
Always make a back up copy before making
any registry changes
Click Start > Run.
Type regedit
Click Ok or press Enter
Look for TrendMicro folder HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\
Right click the TrendMicro folder, then click New >
Key. Name it CFW.
Right click the CFW folder on the left screen,
then click New > DWORD VALUE. Name it
CfwOptions.
Right click CfwOptions on the right screen, then
choose Modify.
On Value data, type 10. For base, make sure that
Hexadecimal has been checked
Click OK.
Restart the machine.
Verify the results
This feature is still initializing. Wait a few
moments and try again later.
SID : 22780
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9.
Contact Trend Micro Technical Support and
request the HotFix4INI.zip file.
Press Alt + Crtl + Del and click Task Manager.
Click the Processes tab.
Find PCCGUIDE and then click to highlight.
Click End Process.
Right-click the HotFix4INI.zip file and click WinZip
> Extract to here.
Click Use Evaluation Version or I Agree.
Find and double-click the
PCC2005_PCCGuide1346EN file.
Click Yes to complete the installation and restart
the machine
REGISTRATION
Pc-cillin 2005 for DELL = Pc-cillin 12 / PCC12
Pc-cillin 2005 = Pc-cillin 2005 / PCC2005
Preload in DELL
- 15 mo. / 24 mo. / 36 mo.
- will start after activation of the software
• www.digitalriver.com change to
onlinekey.ltg.info/shop/productinfo.asp
• 30-day free trail serial number
http://www.trendmicro.com/download/trial/trialpcc.asp
• Visit Purchase PC-cillin on-line (1 yr. serial number)
http://www.trendmicro.com/buy/us/personal.asp or at a
store for a standard
RENEWAL
-will retain the same SN.
REINSTALLATION
-use the Recovery CD. Will use the same
SN.
- issue: server does not recognize SN.
Software is still working but not with latest
pattern file. Cannot recognize new
malwares etc.
TRIAL TO PURCHASE
-can change SN.
-24 – 48 hr. activation
REFUND
DELL – no refund
LTG – check with online site
TRIAL
15mo. – DLxM-999
24mo. – DLxx-999
36mo. – DLxQ-999
90days – DLxA-999,998
PAID
DLxF-001,002,003…