Trend micro INTERNET SECURITY PRO User Manual

Getting Started Guide

Trend Micro Incorporated reserves the right to make changes to this document and to the
products described herein without notice. Before installing and using the software, please
review the Readme file, release notes, and the latest version of the Getting Starte d Guide,
available from Trend Micro’s website:

http://www.trendmicro-europe.com/download

Trend Micro, the Trend Micro logo, Trend Micro Internet Security, Trend Micro Internet
Security Pro, HouseCall, TrendSecure, and TrendLabs are trademarks or registered
trademarks of Trend Micro Incorporated. All other product or company names may be
trademarks or registered trademarks of their owners. All other brand and product names are
trademarks or registered trademarks of their respective companies or organizations.

Copyright© 2007 Trend Micro Incorporated. All rights reserved. No part of this publication
may be reproduced, photocopied, stored in a retrieval system, or transmitted without the
express prior written consent of Trend Micro Incorporated.

Document part number: TISP-GB-GSG
Release date: September 2007

The Getting Started Guide for Trend Micro™ Internet Security Pro explains how to
set up and start using the software. Please read it before installing the software.

For technical support, please refer to Technical Support in this guide for contact
information. For detailed instructions, refer to the Product Help, accessible from the
main console of Trend Micro Internet Security Pro.

Contents

Preface

Documentation ........................................................................ii

About this Getting Started Guide ............................................ii

Document Conventions ........................................................... ii

Chapter 1: Introduction

What’s New .............................................................................2

Protection Checklist ................................. ...............................3

Automatic Protection ...............................................................3

Main Console ..........................................................................4

Action Buttons and System Tray Icons .......................... .....4

Chapter 2: Installation

Computer Requirements ..........................................................6

Before Installation ...................................................................8

Upgrading from a Previous Release ........................................ 9

Installing Trend Micro Internet Security Pro.........................10

Uninstalling Trend Micro Internet Security Pro ....................16

Chapter 3: Getting Started

Verifying a Successful Installation .......................................20

Accessing the Main Console .................................................20

Checking Current Settings ................................................... .20

Getting Updates .....................................................................21

Setting a Password ................................................................22

Initializing Pro Services ........................................................22

Getting More Help ................................................................23

Chapter 4: Troubleshooting

Installation and Activation Problems.....................................26

Update Problems ...................................................................27

Frequently Asked Questions .................................................28

i

Chapter 5: Technical Support

Contacting Technical Support ...............................................32

Submitting Samples of Infected Files ...................................32

Reporting Spam, Fraud, and Incorrectly Tagged Messages ..33

TrendLabs ..............................................................................33

Other Resources ....................................................................33

ii Contents

Preface

This guide explains how to install and begin using Trend Micro™ Internet
Security Pro.

This preface covers the following topics:

• Documentation on page ii

• About this Getting Started Guide on page ii

• Document Conventions on page ii

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Documentation

In addition to this guide, Trend Micro™ Internet Security Pro also includes
Product Help, which exp lains key soft ware feat ures. Click t he Help button to
get help with the window currently open, or find information on other topics.

Tip: Click Update Now on the main console to get the latest update for Trend

Micro Internet Security Pro

http://www.trendmicro-europe.co m/d ow nlo ad .

. You can also download the updates from

About this Getting Started Guide

•The Introduction summarizes the main features of Trend Micro Internet
Security Pro.

• Installation explains how to install, upgrade, renew, or remove Trend
Micro Internet Security Pro.

• Getting Started tells how to start using the software.

• Troubleshooting suggests how to solve basic problems, and includes a list
of Frequently Asked Questions.

• Technical Support gives ways to contact Trend Micro if you cannot find
the answers you need in the Troubleshooting section.

Document Conventions

This guide adheres to the following conventions:

STYLE EXPLANATION

ALL CAPITALS Acronyms, abbreviations, and keys on your keyboard

Bold Menu, menu command, button, tab, and option names, as

Italics Documentation titles

Monospace Examples (including sample command lines), program

Note:
Tip:
WARNING!

TABLE 1. Documentation conventions

ii Documentation

well as service and process names

code, Internet and World Wide Web addresses, file names,
folder names, and program output

Configuration notes
Recommendations
Things you should not do

Introduction

This chapter gives an overview of Trend Micro Internet Security Pro, and
covers the following topics:

• What’s New on page 2

• Protection Checklist on page 3

• Automatic Protection on page 3

• Main Console on page 4

To start the installation procedure, refer to one of the following topics:

• Computer Requirements for memory, hard drive, and other specifications

• Before Installation for pre-installation tasks and other considerations

• Upgrading from a Previous Release if your computer has an older version
of Trend Micro Internet Security installed

• Installing Trend Micro Internet Security Pro for installation instructions

• Getting Started for instructions on using Trend Micro Internet Security
Pro

1

1

What’s New

1

• Remote File Lock provides a password-protected vault where you can
keep sensitive files secure. Should you lose your computer, you can
access the “Report Stolen” service online to seal the vault.

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• System Tuner enhances your computer's performance by recovering disk
space, as well as deleting unwanted registry entries and autostart settings.
It helps protect your privacy on the Internet by deleting cookies and
clearing your browser history.

• T otal Recovery regularly backs up your hard disk, allowing you to restore
your entire computer to an earlier state. It also features a pre-startup
interface for restoring your computer without starting Microsoft
Windows.

• Transaction Protector helps safeguard your online transactions by
evaluating wireless networks and encrypting your keystrokes.

• A sophisticated monitoring system finds and blocks unauthorized
changes to your computer’s operating system and applications.

• A single integrated scan checks for computer viruses, spyware, and
operating system security flaws.

• Security activity reports let you see at a glance how Trend Micro Internet
Security Pro has protected you recently.

• Trend Micro Data Network controls offer more protection.

• A streamlined installation process sets up the software quickly and easily.

• Image spam filtering catches unwanted messages containing only
advertising graphics used to bypass text-based scanning systems.

2 What’s New

Protection Checklist

Trend Micro Internet Security Pro protects you from these threats:

THREAT PROTECTION

Viruses, Trojan horse programs, and worms on
your computer or arriving in email messages

Spyware, Web browser tracking “cookies,”
rootkits

Unauthorized changes to your operating
system settings, registry or Hosts file

Unsolicited “spam” messages and email fraud
attempts (“Phishing”)

“Pharming” and other Web threats Protection Against Web Threats
Hackers Personal Firewall
Wireless network intruders Wireless Home Network Monitor
Theft of private information from instant

messages, email messages or websites
Wireless network thieves Transaction Protector
Data loss due to computer theft Remote File Lock

®

Microsoft
Data loss due to hard disk problems Total Recovery
Poor computer performance System Tuners

software security flaws Scheduled & Custom Scans

TABLE 1-1. Trend Micro Internet Security Pro protection features

Protection Against Viruses & Spyware

Protection Against Viruses & Spyware

Unauthorized Change Prevention
Spam Email Filter

Data Theft Prevention

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Automatic Protection

Once installed, Trend Micro Internet Security Pro protects you by
automatically performing the following tasks:

• Checks for and downloads any new update every three hours

• Helps prevent spyware from monitoring your computer, as well as
unauthorized changes to your computer’s settings

• Searches for risks every time you open, copy, move, or save a file

• Stops you from downloading risky files, and blocks attempts to visit sites
that pose a security threat

For greater protection, enable the optional Parental Controls, Spam Email
Filter, Data Theft Prevention, and Wireless Home Network Monitor features.

3Protection Checklist

Main Console

Use the main console to see an overview of how Trend Micro Internet

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Security Pro protects you. Clicking the tabs on the left side of the window
reveals more detailed information and controls related to those features.

Tip: On the main console’s Overview tab, click the link next to Protection

status to see all of the features currently protecting you.

Action Buttons and System Tray Icons

The list below explains buttons and icons commonly used in Trend Micro
Internet Security Pro:

BUTTON /

ICON

Scans your computer for security threats.

Downloads the latest update from Trend Micro.

Closes a window and saves any changes you made.

Closes the window without saving any changes.

Trend Micro Internet Security Pro has started loading.

Trend Micro Internet Security Pro currently protects you.

Trend Micro Internet Security Pro needs your help to solve a
problem (double-click the icon to open the main console for more
information).

Trend Micro Internet Security Pro has expired.

TABLE 1-2. Common program buttons and icons

DESCRIPTION

4 Main Console

Installation

This chapter explains how to install Trend Micro Internet Security Pro.
The topics in this chapter include:

• Computer Requirements on page 6

• Before Installation on page 8

• Upgrading from a Previous Release on page 9

• Installing Trend Micro Internet Security Pro on page 10

• Uninstalling Trend Micro Internet Security Pro on page 15

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5

Computer Requirements

Table 2-1 lists the computer hardware and software specifications for

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installing Trend Micro Internet Security Pro.

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COMPUTER SPECIFICATIONS

Microsoft® Windows®

operating system

• Windows Vista

Business, or Ultimate (32-bit or 64-bit version)

• Windows

Edition 2005, or T ablet PC Edition 2005 with Service
Pack 2 (SP2)

Processor (CPU)

• Windows Vista

Intel® Pentium® 800MHz (1Ghz recommended), or
an equivalent processor

• Windows

Intel™ Pentium™ 450MHz, or equivalent processor

Minimum memory

• Windows Vista

1GB of RAM (Windows Vista® Home Basic requires
only 512MB minimum RAM)

• Windows

256MB minimum RAM (512MB recommended)

Disk space 350MB hard disk space available for installation, plus

Monitor Minimum of 1024 x 768 pixels and

1GB (minimum) to initialize Total Recovery

High Color (65536 colors)

®

Home Basic, Home Premium,

®

XP Home, Professional, Media Center

®

®

XP

®

®

XP

TABLE 2-1. Trend Micro Internet Security Pro computer requirements

Note: This version supports Intel Hyper-Threading and Dual-Core processors, as

well as RAID 0 (striping) or RAID 1 (mirrorin g or duplexing).

Internet Requirements

You need an Internet connection to activate the software, download updates,
obtain information about security threats, or visit the Trend Micro website.
Table 2-2 lists compatible Internet software.

Note: Some Internet Service Providers charge a fee every time you go online.

Others bill you based on how long you connect to the Internet, or how
much data you receive. If you must pay such fees, you might want to shut
down the Automatic Updates feature of Trend Micro Internet Security

2008. Also consider modifying your Internet connection software or router

6 Computer Requirements

to prevent the Automatic Updates feature from opening a connection (refer
to your software or router documentation for instructi ons).

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COMPATIBLE INTERNET SOFTWARE AND SERVICES

Compatible Web browsers • Microsoft Internet Explorer® 6.0 with Service Pack

2, or 7.0 (required)

®

Firefox® 2.0

®

2000, 2002, 2003, or 2007

®

Thunderbird™ 1.5 or 2.0

Compatible email software

• Mozilla

• Microsoft Outlook

• Microsoft Outlook Express 6.0 with Service Pack 2

• Mozilla

• Windows Mail™ (Windows Vista™ only)

®

• AOL

Compatible Web-based mail

Compatible instant messaging
services

TABLE 2-2. Compatible Internet software and services

Mail

• Microsoft Hotmail

• Windows Live™ Mail

• Yahoo!

• AOL

• ICQ

• MSN

• Windows Live™ Messenger 8.0

• Yahoo!

®

Mail

®

Instant Messenger™ (AIM®) 5.9

®

5.1 and ICQ® Lite

®

Messenger 7.5 (Windows® XP only)

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Messenger 8.0

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7Computer Requirements

Before Installation

A few simple preparations can help make installing Trend Micro Internet

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Security Pro much easier.

• Make sure that the computer where you plan to install the program meets
the requirements listed in Table 2-1 on page 6. You cannot install Trend
Micro Internet Security Pro if your computer does not meet the
requirements, including a working Internet connection.

• You must have administrator privileges on your computer to install Trend
Micro Internet Security Pro. If you have installed other software on your
computer before, then you probably have these privileges.

Note: If you downloaded Trend Micro Internet Security Pro onto a computer

running Windows Vista, right-click the installation prog ram and sel ect
Run as Administrator.

• If a firewall like the Windows Firewall already protects your computer,
please disable or remove the other firewall before installing Trend Micro
Internet Security Pro, which includes a Personal Firewall.

• Many businesses and schools offer Internet connections through a “proxy
server,” a computer that accelerates or filters communications with the
Internet. Your home computer probably does not use a proxy server.

If necessary, Trend Micro Internet Security Pro will import your proxy
server settings from Internet Explorer. If Internet Explorer does not have
the correct proxy server settings, then you will need to enter the proxy
server’s name or IP address and port number yourself.

Note: Trend Micro Internet Security Pro uses proxy server information when

connecting to the Internet to activate your software, set up your
Personal Firewall, and receive updates from Trend Micro.

• Close all windows except the installation program window.

• Make sure to keep your serial number handy. Where you find the serial
number depends on whether you downloaded Trend Micro Internet
Security Pro or bought the software on a disk.

8 Before Installation

Upgrading from a Previous Release

You can start installing Trend Micro Internet Security Pro on your computer
without making an effort to remove older Trend Micro software first. The
installation program will automatically detect and uninstall these versions:

• Trend Micro Internet Security 2007

• Trend Micro Internet Security 2006

• Trend Micro AntiVirus plus AntiSpyware 2007

• Trend Micro AntiVirus 11

Note: An upgrade will delete all files quarantined by older Trend Micro security

software and all entries in the Approved and Blocked Lists.

Quarantined files may contain viruses or include spyware that should not
remain on your computer. If you must preserve them, restore the files, then
transfer them to an isolated location like a USB memory stick before remov­ing the program. For instructions on how to restore quarantined files, please
refer to the Product Help.

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9Upgrading from a Previous Release

Installing Trend Micro Internet Security Pro

Before installing Trend Micro Internet Security Pro, make sure to go through

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the checklist on page 8.

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To install Trend Micro Internet Security Pro:

1. Start the installation program by placing the CD into your CD-ROM
drive, or by running the installation program downloaded from Trend
Micro (http://www.trendmicro-europe.com/download).

After the message shown below disappears, click Install Program.

FIGURE 2-1. Welcome screen

Note: If the CD-ROM menu window does not open

automatically, double-click the My Comput er icon on the
Windows desktop, open the CD-ROM drive, and then
double-click the setup.exe file.

2. If a User Account Control window asks for your permission to install the
program, click Continue.

FIGURE 2-2. User Account Control warning

10 Installing Trend Micro Internet Security Pro

3. Read the terms and conditions in the Trend Micro End User License
Agreement carefully . To install the software, you must select I accept the
Agreement, and then click Next.

FIGURE 2-3. License Agreement screen

4. T ype the serial number in the Serial Number screen and click Next. Click
the Not sure where to find the Serial Number? link if you need help.

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FIGURE 2-4. Serial Number screen

5. On the Ready to Install screen, click Install.

FIGURE 2-5. Ready to Install screen

11Installing Trend Micro Internet Security Pro

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Note: Click Customize on the Ready to Install screen to change the

installation folder, or skip installing the Personal Firewall included
with Trend Micro Internet Security Pro.

• T o install T rend Micro Internet Security Pro in a different folder ,

click Change... Click Next after choosing a location.

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FIGURE 2-6. Installation Loc at io n sc re e n

• If you would prefer to use the Windows Firewall, remove the

mark from the Install the Trend Micro Personal Firewall
checkbox. After making your choice, click Install.

FIGURE 2-7. Firewall screen

6. Installation of Trend Micro Internet Security Pro now begins.

FIGURE 2-8. Installing Trend Micro Internet Security Pro screen

12 Installing Trend Micro Internet Security Pro

7. When the window confirming a successful installation opens after a few
minutes, click Next to activate the software (normally you should not
remove the mark from the checkbox).

FIGURE 2-9. Trend Micro Internet Security Pro installed successfully

8. The installation program now begins setting up the security software.

FIGURE 2-10. Setting Up Trend Micro Internet Security Pro screen

9. Please provide an account password, your full name, and an email address
that you check regularly to activate the software. Select your current
location from the list beside Country/region and then click Next.

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FIGURE 2-11. Activate Trend Micro Internet Security Pro screen

13Installing Trend Micro Internet Security Pro

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10. After confirming that you entered the correct information, please print
this page for future reference, and then click Next.

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FIGURE 2-12. Need to make any changes?

11. To help set up your Personal Firewall, select how your computer currently
connects to the Internet and click Next.

FIGURE 2-13. How do you normally connect to the Internet?

14 Installing Trend Micro Internet Security Pro

12. Check the Open the main console now checkbox and click Finish.

FIGURE 2-14. Trend Micro Internet Security Pro now protects you

Tip: To install Trend Micro Internet Security Pro on another computer

connected to your home network, just launch the installation program on
that computer and follow the same steps.

When activating a new installation of Trend Micro Internet Security Pro,
select a name (or description) to distinguish the new one from the
previous one. Since you can use Trend Micro Internet Security Pro to
manage the security of other computers by remote control, these different
names will help you keep track of multiple installations.

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Uninstalling Trend Micro Internet Security Pro

Before removing Trend Micro Internet Security Pro, make sure you have
logged onto the computer with
removal process), and close any other open programs.

WARNING! Removing the program deletes all quarantined files, which may

contain viruses or include spyware that should not remain on your
computer. If you must preserve them, restore the files, then transfer
them to an isolated location like a USB memory stick before removing
Trend Micro Internet Security Pro.

administrator privileges (needed during the

15Uninstalling Trend Micro Internet Security Pro

2

1. You have two ways to start removing Trend Micro Internet Security Pro:

• Click the Windows Start button and select All Programs > Trend

Micro Internet Security > Uninstall Trend Micro Internet
Security.

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• Open the Control Panel and then double-click Add or Remove

Programs (Windows XP) or Uninstall a pr ogram (W indows Vista).

From the list of programs, select Trend Micro Internet Security,
and then click Remove (Windows XP) or Uninstall (Windows
Vista).

2. Click Next after reading the warning.

FIGURE 2-15. Warning screen

3. Click Remove to confirm that you want to uninstall the program.

FIGURE 2-16. Ready to Uninstall T r end Micro Internet Security Pro

4. If you have enabled password protection, enter the correct password that
you set previously in the main console.

16 Uninstalling Trend Micro Int ernet Security Pro

5. During the removal of Trend Micro Internet Security Pro, make sure to

provide the correct password for Remote File Lock when asked.

FIGURE 2-17. Uninstalling Trend Micro Internet Security Pro

6. Click Finish to restart your computer once the program has been

successfully removed.

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FIGURE 2-18. Trend Micro Internet Security Pro Successful ly Uninstalled

17Uninstalling Trend Micro Internet Security Pro

Uninstalling with the Trend Micro Diagnostic Toolkit

If you ran into problems during installation, configuration, or uninstallation,

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use the Trend Micro Diagnostic Toolkit to remove the program.

To uninstall the program using the Trend Micro Diagnostic Toolkit:

1. Open the folder where you installed the program, then double-click

TISSuprt.exe to open the diagnostic toolkit.

FIGURE 2-19. Tab A of the Trend Micro Diagnostic Toolkit

2. On the [E] Uninstall tab, click the 4. Uninstall button.

FIGURE 2-20. Tab E of the Trend Micro Diagnostic Toolkit

3. In the small window that opens, click Uninstall to remove the program.

18 Uninstalling Trend Micro Int ernet Security Pro

Getting Started

After installing Trend Micro Internet Security Pro, complete the tasks
explained on the following pages to start protecting your computer.

• Verifying a Successful Installation on page 20

• Opening the Main Console on page 20

• Checking Current Settings on page 20

• Controlling Your Updates on page 21

• Setting a Password on page 21

• Getting More Help on page 22

3

19

Verifying a Successful Installation

Use the European Institute for Computer Antivirus Research (EICAR) test

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file to confirm that Trend Micro Internet Security Pro protects you.

Note: The EICAR test file is not a virus. This harmless text file with a *.com

extension does not replicate and contains no h armful payload.

1. Open http://uk.trendmicro-europe.com/consumer/

security_info/testfile.php.

2. Download the EICAR test file by clicking one of the eicar.com links,
such as eicar.com (HTTP).

Trend Micro Internet Security Pro will show an “eicar_virus” warning,
quarantine eicar_test.com and record the event in the Virus Scan log.

Opening the Main Console

Using the main console of Trend Micro Internet Security Pro, you can easily
check or customize your security settings, download updates, and run scans.

You have three ways to open the main console:

• Click the Windows Start button, and then select All Programs > Trend
Micro Internet Security Pro > Trend Micro Internet Security Pro.

• In the system tray at the bottom of your screen, right-click the Trend
Micro Internet Security Pro icon and select Open Main Console.

• Double-click the Trend Micro Internet Security Pro desktop icon.

Checking Current Settings

After opening the main console, you can see an overview of your protection.

• Protection status shows either “Good,” “At risk,” or “Incomplete.” “At
risk” appears if you disable recommended security features. “Incomplete”
appears if you neglect to activate the software.

• Expiration date shows when you will stop receiving updates (if
Subscription appears here instead, click the Not activated yet link).

• Last update shows when you last downloaded an update. No date
appears here until you have downloaded an update for the first time. By
default, Trend Micro Internet Security Pro checks for updates every three
hours.

20 Verifying a Successful Installation

• Last scan shows the date of the last scan for security threats. No date

appears here until you have scanned your computer for the first time.

• Security activity provides a link to a report of recent security events.
Two large blue buttons also appear at the bottom of the window.

• Click Scan Now to detect and eliminate spyware, rootkits, viruses, Trojan

horse programs, worms, and other security threats.

• Click Update Now to download any new update available.

Controlling Your Updates

To download the latest update immediately:

1. Open the main console (see page 20).

2. On the Overview screen, click Update Now.

To check when you have received previous updates:

1. Open the main console (see page 20).

2. Click Other Settings, then expand the Logs header.

3. Choose Update from the dropdown list.

4. Click the View Logs button.

To check or change the update schedule:

1. Open the main console (see page 20).

2. Click Other Settings, then expand the Automatic Updates header.

3. Click the Settings... button.

4. Mark the Automatically check for updates checkbox. Trend Micro

Internet Security Pro checks for updates every three hours by default.

5. To see the progress of each update, select Notify you before the update
starts.

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Setting a Password

Set a password to prevent others from changing your settings. To manage the
security of other computers on a home network, you must set a password.

1. On the main console, select Other Settings, and then click Password.

2. Under Password, click Settings...

21Controlling Your Updates

3. Mark the Enable password protection checkbox, and then type the same
password in both the Password and Confirm password fields.

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Tip: The password must contain at least six characters, and can include

only letters of the alphabet (upper or lower case) and numbers (0
through 9). Refer to the Product Help > Tips > Establi shing Strong
Passwords topic for more recommendations.

4. In the Password hint field, type a short phrase that will remind you of
your password in case you forget it later. Choose a hint that would not
allow someone else to guess your password easily.

5. Click OK to save your password.

Initializing Pro Services

After installing Trend Micro Internet Security Pro, you must initialize Pro
Services like Remote File Lock or Transaction Protector through the Internet.

1. Open the main console (see page 20).

2. Click Pro Services to launch the Pro Services console.

3. Click the link in this message: “Some service components have not

initialized. Click here to initialize.”

4. Select a component from the list of services.

5. Click Initialize and follow the setup instructions shown.

Getting More Help

Trend Micro Internet Security Pro offers several types of help:

HELP OPTION DESCRIPTION

Help & Support Click this button on the left side of the main console for links

Context-Sensitive Help Click the Help button to learn more about a given window.
Mouseover Help Stop your mouse cursor over an icon without clicking to

TABLE 3-1. Help options

22 Initializing Pro Serv ic e s

to the Product Help and Knowledge Base.

display a short description.

Troubleshooting

This chapter explains how to solve basic problems you may encounter while
using Trend Micro Internet Security Pro.

The topics explained in this chapter include:

• Installation and Activation Problems on page 26

• Update Problems on page 27

• Frequently Asked Questions on page 29

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Installation and Activation Problems

You may encounter one of the following problems during the installation and

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activation of Trend Micro Internet Security Pro:

• The installation program stops responding.

• Trend Micro Internet Security Pro will not start after a successful
installation.

• You lost your serial number or have an invalid serial number.

• You cannot activate Trend Micro Internet Security Pro during installation
or through the main console after installation.

To solve an installation problem:

• Make sure you have administrator privileges on the computer where you
tried to install Trend Micro Internet Security Pro.

a. Press the CTRL - ALT - DELETE keys simultaneously to open a

small window showing the name of the account you have used to log
into the computer (look under Logon Information), write down the
account name, and then click Cancel .

b. Open the C o ntrol Panel.

• If your computer runs Windows XP, click User Accounts to find

out if the account you wrote down has administrator privileges.

• If your computer runs Windows V ista, click User Accounts and
Family Safety, then click User Account to see if the account
you wrote down has administrator privileges.

c. If you have not logged onto the computer with administrator

privileges, switch to an account that has those privileges.

• Make sure the computer meets all installation requirements on page 6.

• Make sure that you followed all of the instructions in the Installing Trend

Micro Internet Security Pro section of this Getting Started Guide.

If these suggestions do not help solve the problem, contact Trend Micro
Technical Support for help. See page 32 for details.

26 Installation and Activation Problems

To solve an activation problem:

• Make sure you entered the serial number correctly . You must provide this
information in the following format:

XXXX-XXXX-XXXX-XXXX-XXXX

Note: Each X corresponds to a number or letter. You can type the letters in

upper or lower case.

• Select a unique name or description for each installation after the first.

• To recover a lost password, try visiting this websit e:

http://www.trendsecure.com/my_account/signin/
index/en-gb/

• Look for any warning messages or log information related to activation.
You can search for a solution based on this information.

• You can use the trial version of Trend Micro Internet Security Pro for a
limited time only. Purchase Trend Micro Internet Security Pro before
your trial expires to maintain your security.

If the suggestions above do not help solve the problem, please contact Trend
Micro Technical Support. See page 32 for details.

Update Problems

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First, make sure that your computer can reach the Internet, then check your
network and computer for any obvious hardware or software failures. If Trend
Micro Internet Security Pro still cannot download updates, check your
connection with the update server.

To check your connection with the update server:

• Open the Windows command prompt.

Note: For Windows XP, click the Start button, select Run..., and type cmd

in the window that opens. For Windows Vista, click the Start button
and type cmd in the Start Search field.

27Update Problems

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• Type the following commands to make sure your computer can resolve
the update server’s Fully Qualified Domain Name (FQDN).

nslookup
ping tispro16-p.activeupdate.trendmicro.com

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If your computer cannot contact the update server , please contact T rend Micro
Technical Support. See page 32 for details.

28 Update Problems

Frequently Asked Questions

How do I recover a lost serial number?

To recover a lost serial number, try visiting this website:

http://www.trendsecure.com/my_account/signin/index/
en-gb/

You can also submit a request for help to the following support Web site:

http://www.trendmicro.com/support/consumer/

Why does uninstalling and then reinstalling Trend Micro
Internet Security Pro on the same computer use up two of my
allowed installations?

Trend Micro cannot distinguish a new installation on a different computer
from a new installation on the same computer. When you reach the maximum
number of installations allowed, Trend Micro Internet Security Pro will
automatically help you to deactivate the unused installation.

Why does Not activated yet appear on the main console after
successfully activating the program?

In some cases, depending on your network connection, you might not receive
a response from Trend Micro immediately. In this case, try clicking Update
Now. If T rend Micro Internet Security Pro can successfully check for updates,
your correct expiration date should appear.

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Can Trend Micro Internet Security Pro filter instant messages?

Trend Micro Internet Security Pro cannot filter chat sessions, but can check
for and eliminate viruses, Trojan horse programs, worms, spyware, and other
threats sent through instant messaging software.

Can Trend Micro Internet Security Pro scan all file types?

Yes, Trend Micro Internet Security Pro can check every file on y our computer
for threats, as well as your computer’s memory and email messages.

29Frequently Asked Questions

What Internet browsers work with Trend Micro Internet
Security Pro?

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Data Theft Prevention and the Parental Controls in Trend Micro Internet
Security Pro work with these browsers:

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• Microsoft™ Internet Explorer™ 6.0 with Service Pack 2 (for Microsoft™
Windows™ XP only)

• Microsoft™ Internet Explorer™ 7.0

• Mozilla™ Firefox™ 2.0

What is phishing?

Phishing is a form of fraud meant to steal personal information. For example,
a fake website may carefully mimic a legitimate website to fool you into
divulging your name, credit card numbers, social security number, or other
confidential information. Criminals can then rob your financial accounts or
pose as you to make purchases online.

FIGURE 4-1. A sample phishing website

Another common phishing fraud begins with an email message urging you to
solve a problem with a financial account immediately. The message looks
legitimate, but includes a link that opens a fraudulent website.

30 Frequently Asked Questions

FIGURE 4-2. A sample phishing email message

Criminals also use Internet Relay Chat (IRC) and other instant messaging
programs to slip undesirable files and links to phishing websites into
“dynamic content” (such as graphics, website addresses, and media files) sent
directly to you through a chat window.

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FIGURE 4-3. Sample phishing instant messages

31Frequently Asked Questions

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32 Frequently Asked Questions

Technical Support

Trend Micro seeks to provide technical support that exceeds your expecta­tions. In this chapter, you can find out how to get technical support.

Remember, you cannot get support before activating Trend Micro Internet
Security Pro.

This chapter covers the following topics:

• Before Contacting Technical Support on page 32

• Submitting Samples of Infected Files on page 32

• Reporting Spam, Fraud, and Incorrectly Tagged Messages on page 33

• TrendLabs on page 33

• Other Resources on page 33

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Before Contacting Technical Support

Before contacting technical support, please consider a few other ways to find

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a fast and easy answer to your question:

• Refer to the documentation. Check both the Troubleshooting chapter of
this Getting Started Guide and the Product Help for information about
Trend Micro Internet Security Pro.

• Visit the Trend Micro Technical Support site, which provides the very
latest information about all Trend Micro software, as well as answers to
questions submitted by others.

http://www.trendmicro.com/support/consumer/

Contacting Technical Support

Use this site to find the right Trend Micro telephone number:

http://www.trendmicro.com/support/consumer/

To help Trend Micro solve your problem as quickly as possible, please have
the following information ready before calling:

• Your Trend Micro Internet Security Pro serial number

• Your Trend Micro Internet Security Pro version number

• The exact text of the error message, if any

• A brief explanation of what you were doing when the problem occurred
(including ways to reproduce the problem)

Tip: Open the main console (see page 20), select Help & Support, and

click Product Information to find your program version and serial
numbers.

Submitting Samples of Infected Files

If a file seems unsafe but your security software fails to detect any problems,
please submit the suspicious file to this website:

http://subwiz.trendmicro.com

Include a brief description of any symptoms you have experienced. Trend
Micro specialists will “dissect” the file to identify any malicious code.

32 Before Contacting Technical Support

Reporting Spam, Fraud, and Incorrectly Tagged Messages

Please forward spam email messages, as well as legitimate messages misiden­tified as spam, to the following address:

[e-mail]

Please forward fraudulent (phishing) messages to the following address.

[e-mail]

Trend Micro Technical Support checks for patterns in these messages to
improve the software that detects spam and fraudulent email messages.

TrendLabs

TrendLabs, a global network of research and suppor t centers, provi des contin­uous information and updates to Trend Micro customers around the world.

Staffed by hundreds of highly-trained engineers and skilled support profes­sionals, dedicated service centers in Paris, Munich, Manila, Taipei, Tokyo,
and California ensure a rapid response to new computer security threats.

For more information about TrendLabs, please visit this Web site:

http://uk.trendmicro-europe.com/enterprise/security_info/
trendlabs.php

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Other Resources

• Visit http://www.trendsecure.com/my_account/

signin/index/en-gb/ to access your Trend Micro account, or
http://www.trendsecure.com for access to more security tools

and services.

• The Trend Micro site, http://www.trendmicro-

consumer.com, offers free trial downloads of award-winning security

software, plus tools like the Virus Map, which reports on virus infections
found all over the world.

• You can download software updates and patches at any time from

http://www.trendmicro-europe.com/download/ .

33Other Resources

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34 Other Resources