CONTACTS 

SUBJECTS
Subscription Renewal for 1 Year Attempted Failed for Unknown Reasons

0803 -
0803 -    ..
0804 - Summary/Objective
0805 -
080501 - Follow up ref SDS 8 0000, ref SDS 7 0000.
080502 -
080503 - Looks like the attempt to renew virus protection subscription for
080504 - another year has wound up being a purchase of a new software program,
080505 - which was not the intent.  To maintain virus protection, Trend Micro
080506 - seems to have required customers to buy a new software program.  There
080507 - were problems downloading from Trend Micro during the initial
080508 - purchase.  This was solved today with help from Customer Support.
080509 - ref SDS 0 1T9L  However, once the installation file was downloaded,
080510 - the new program did not install correctly. ref SDS 0 4Q3N  Called
080511 - Customer Support again.  Eventually talked to an engineer after about
080512 - an hour. ref SDS 0 G16J  Trend Micro reported problems with the
080513 - version of the installation program previously submitted.  Received an
080514 - updated version of the installation program for Pccillin Security
080515 - 2007. ref SDS 0 ML9F  The replacement program is 95 MB, about 50%
080516 - bigger than the first version of Security 07.  Got another error
080517 - message that installation failed again with this replacement code.
080518 - ref SDS 0 IX4J  Called Trend Micro again, and got excellent support
080519 - from Len.  She provided Trend Macro service utilitiy tool, ref SDS 0
080520 - CX6F, and assisted installing the prior version of Pccillin Security
080521 - 2006, with a temporary serial number. ref SDS 0 8V69  Submitted system
080522 - information to Trend Micro.  Len will study configuration of C14 to
080523 - resolve installation conflicts with Pccillin Security 2007.  She
080524 - expects corrections will take as much as several months, so the
080525 - temporary serial number supports registration until February.
080526 -
080527 -
080528 -
080529 -
080530 -
080531 -
080533 -  ..
0806 -
0807 -
0808 - Progress
0809 -
080901 - Previously, on 061224 received a letter from Trend Micro transmitting
080902 - access to download updated subscriptions for virus protection.
080903 - ref SDS 8 HF6I  This included a serial number. ref SDS 8 0I6T
080904 -
080905 -                    Pc-cillin
080906 -                    Internet Security 2005
080907 -                    Trend Micro
080908 -                    10101 North DeAnza Blvd
080909 -                    Cupertino, CA  95014
080910 -                    408 257 1500
080912 -      ..
080913 -     Tech Support   800 864 6027
080914 -
080915 -                    support@trendmicro.com
080917 -                     ..
080918 -                    Info@trendmacro.com
080920 -                  ..
080921 -                 http://www.trendmacro.com
080923 -  ..
080924 - Had trouble using guidance in Trend Micro's letter on 061224.
080925 - ref SDS 8 HF6I  There are a series of steps, and then Trend Micro
080926 - asks for a password.  Was not aware this required a password, and
080927 - there is no record of using a password previously.
080929 -  ..
080930 - Called Trend Micro
080931 -
080932 -     Tech Support   800 864 6027
080934 -  ..
080935 - Talked to Pat.
080937 -  ..
080938 - Says password is...
080939 -
080942 -  ..
080943 - Was able to download the file at...
080944 -
080945 -              http://www.digitalriver.com/dr/cs/ec_MAIN.Master
080947 -  ..
080948 - This file is 65 MB, compared to about 20 MB for the program last year.
080949 -
080950 -
080963 -  ..
080964 - Received file...
080966 -             ..
080967 -            tis2007-small-1329.exe
080969 -  ..
080970 - Installation program code stored in...
080971 -
080972 -        g: 00 pccillin cd2007
080974 -  ..
080975 - Installed the new version of the program in...
080976 -
080977 -        h: 00 47
080978 -
080979 - ...following the record on 041223, ref SDS 5 NO7H, and last year on
080980 - 051220. ref SDS 7 Y94K
080982 -  ..
080983 - Initially tried to install in the same directory as
080984 - prior versions,
080985 -
080986 -        h: 00 46
080987 -
080988 - ...but got an error message saying the new version for 2007 cannot be
080989 - installed in the same directory.
080991 -  ..
080992 - So, now we will have another problem getting rid of the old files.
080994 -  ..
080995 - Installation program failed.   There is a message saying the next step
080996 - will take several minutes.  The operation was unchanged for about 30
080997 - minutes.
080999 -  ..
081000 - Called Trend Micro tech support....
081001 -
081002 -     Tech Support   800 864 6027
081004 -  ..
081005 - Took over an hour on hold to talk to an engineer.
081007 -  ..
081008 - Talked to John.
081010 -  ..
081011 - Case number:  1-71716742
081013 -  ..
081014 - Started...
081015 -
081016 -                   h: 00 47 setup.exe
081017 -
081018 - ...created by the first attempt to install the updated version.
081020 -  ..
081021 - Ran through the prior steps.
081023 -  ..
081024 - We encountered an error message on this attempt to install the new
081025 - program that said Microsoft firewall is active, and asked to replace
081026 - with Trend Micro firewall.
081028 -  ..
081029 - John said that Microsoft firewall automatically activates when there
081030 - is no other filewall.  Since the prior failed attempt to install
081031 - Trend Micro disconnected the prior version of pccillin, Windows
081032 - recognized there was no firewall and became active.
081034 -  ..
081035 - Got another error message saying installation failed again, per above.
081036 - ref SDS 0 1U59
081038 -  ..
081039 - John said that Trend Micro has had problems with this version of
081040 - setup.ext.  He is sending another installation program.
081042 -  ..
081043 - John said that the old directory can now be deleted, since the new
081044 - installation program disconnected it.
081045 -
081046 -
081048 -  ..
0811 -
0812 -
0813 - 1432
0814 -
081401 - Received ref DRT 1 0001 from John saying...
081402 -
081403 -    1.  Hello there! A pleasant day to you! My name is JOhn from
081404 -        Pc-cillin Technical Support and I will be assisting you on this
081405 -        issue.  To keep our records up-to-date, it is very important to
081406 -        RESPOND to this e-mail.
081408 -         ..
081409 -    2.  We have the latest version of PC-cillin 2007 already.
081411 -         ..
081412 -    3.  Please click on the link to get to download the installer:
081413 -
081414 -           ftp://ftpuser:ftp-trend@ftp-download.trendmicro.com.ph/retail/tis15/1449/PCC15.0_b1449_full.ex
081415 -
081416 -        *just click on the link and save it on your Desktop
081418 -         ..
081419 -    4.  Renaming the File:
081420 -
081421 -        1.  Please double-click on the My Computer Icon.
081422 -
081423 -        2.  In the My Computer Window, on the Menu bar, click on Tools
081424 -            > Folder Options.
081426 -             ..
081427 -        3.  In the Folder Options window, please go the View Tab.
081429 -             ..
081430 -        4.  Under the Advance settings,
081431 -
081432 -               check Show hidden files and folders
081433 -               uncheck Hide file extensions for known file types.
081435 -             ..
081436 -        5.  Click on Apply > Ok.
081438 -             ..
081439 -        6.  Then please go back to your Desktop
081441 -             ..
081442 -        7.  In your Desktop please look the file we downloaded
081443 -            PCC15.0_b1449_full.ex
081445 -             ..
081446 -        8.  Right-click on it and choose Rename.
081448 -             ..
081449 -        9.  Give it a name PCC15.0_b1449_full.exe (*just put letter e
081450 -            at the very end of the file so it will be *.exe) Once the
081451 -            file change, double-click on it PCC15.0_b1449_full.exe and
081452 -            just follow the prompts to install it.
081454 -         ..
081455 -    5.  Please let me know if I was able to resolve your concern(s) so
081456 -        I can formally close this case.  Your IMMEDIATE RESPONSE will
081457 -        be most appreciated.
081459 -         ..
081460 -    6.  VERY IMPORTANT: In order for me to have a history of our
081461 -        correspondence, please do not delete the subject and the
081462 -        contents of this email.
081464 -         ..
081465 -    7.  Hope this proves useful and have a nice day :)
081467 -         ..
081468 -    8.  If you have any comments with our support, please contact:
081469 -        Retail_manager@support.trendmicro.com If you would like to
081470 -        voice out some of your comments about Trend and her products,
081471 -        please contact: comments@support.trendmicro.com
081473 -         ..
081474 -    9.  ====================================================================
081475 -        [URL / website] http://www.trendmicro.com   >
081476 -        [Knowledge Base] http://kb.trendmicro.com/solutions
081477 -        [Email] retail@support.trendmicro.com
081478 -        [Contact us] http://www.trendmicro.com/en/about/contact
081479 -        ====================================================================
081481 -  ..
081482 - Downloaded the file....
081483 -
081484 -                 g: 00 pccillin cd2007 pcc15.0_b1449_full.exe
081486 -  ..
081487 - This file is 95 MB, compared to 65 MB earlier today, and about 20 MB
081488 - for the program last year, per above. ref SDS 0 BU6G
081489 -
081490 -
081492 -  ..
0815 -
0816 -
0817 - 1556
0818 -
081801 - Installation got another error message saying...
081802 -
081803 -        Error 1713 Trend Micro Pccillin Internet security 2007 cannot
081804 -        install required software.  Please contact technical support.
081805 -
081807 -             ..
081808 -            [On 100218 1521 download Pccillin software upgrade failed,
081809 -            and after getting support to download software from Trend
081810 -            Micro, installation of Pccillin caused Internet access to
081811 -            fail on computers. ref SDS 9 486L
081812 -
081813 -
081814 -
081815 -
081817 -  ..
0819 -
0820 -
0821 - 1619
0822 -
082201 - Called Trend Micro technical support.
082202 -
082203 - Talked to Len.
082205 -  ..
082206 - She feels the second install failed because the first install that
082207 - failed did not fully remove all of the remnants of the incorrect
082208 - code.
082209 -
082210 -            [On 100218 1521 download Pccillin software upgrade failed,
082211 -            and after getting support to download software from Trend
082212 -            Micro, installation of Pccillin caused Internet access to
082213 -            fail on computers, ref SDS 9 486L; at that time on 100218
082214 -            Trend Micro engineer, Paul, was helpful completing
082215 -            download. ref SDS 9 YZ6O
082216 -
082218 -  ..
0823 -
0824 -
0825 - 1703
0826 -
082601 - Len decided to install the prior version 2006.
082602 -
082603 - While we talked, Len submitted a letter to Millie.
082605 -  ..
082606 - Millie received ref DRT 1 0001 from Len confirming our discussions,
082607 - and submitting an attached zip file that has a program called...
082608 -
082609 -                         pcctool.exe
082611 -  ..
082612 - Len provided support implementing guidance in her letter on
082613 - downloading and installing the utility software. ref DRT 2 ME6G
082615 -  ..
082616 - This program was put in a directory....
082617 -
082618 -            h: 00 46 tools pcctool.exe
082620 -  ..
082621 - Running pctool.exe has a feature to thoroughly delete pccillin
082622 - program files and registry entries.
082624 -  ..
082625 - Had to run it twice to remove both 2006 and 2007 which has failed to
082626 - properly install.
082627 -
082629 -  ..
082630 - Temporary Registration for 2 Months While Trend Micro Solves Problem
082631 -
082632 - Len provided temporary serial number for version 2006 to extend for 2
082633 - months until the end of Feb 2007, while Trend Micro figures out how to
082634 - make version 2007 work, then will get a full year serial number.
082635 -
082638 -  ..
082639 - Len suggests running in an hour or so a registration op located at...
082640 -
082641 -            h: 00 46 trialmsg.exe
082642 -
082643 - ...enter the temp serial number, and click register.
082645 -  ..
082646 - This needs to be done in a couple of hours.
082647 -
082648 -          [Actually, did this the next day, and received notice from
082649 -          Trend Micro that the registration expires on 070223.
082651 -  ..
082652 - Len needs system information to debug the 2007 installation failure.
082653 -
082654 -            [On 100218 1521 download Pccillin software upgrade failed,
082655 -            and after getting support to download software from Trend
082656 -            Micro, installation of Pccillin caused Internet access to
082657 -            fail on computers. ref SDS 9 486L
082659 -  ..
082660 - Captured sysinfo from c14...
082661 -
082662 -        Start
082663 -          Programs
082664 -             Accessories
082665 -                System Tools
082666 -                   System Information
082668 -  ..
082669 - Len explained that the File menu has an export fucntion.
082671 -  ..
082672 - Submitted sysinfo on c14 by attaching to a reply to Len's letter to
082673 - Millie.
082675 -  ..
082676 - Len plans to study information on system configuration to figure out
082677 - how to make Trend Micro virus protection upgrade for security 2007
082678 - software install correctly on c14.
082680 -  ..
082681 - Len plans to write a letter tomorrow outlining the following work
082682 - plan for this transaction...
082683 -
082684 -        1.  Re-install pccillin version 2006 on c14 and c15.
082685 -
082686 -            Done
082688 -             ..
082689 -        2.  Provide 2 month temporary serial number for registration
082690 -            and computer protection while Trend Micro solves problem
082691 -            with Trend Micro system 2007 installation op code.
082693 -             ..
082694 -            Done
082696 -             ..
082697 -        3.  Customer register re-installed security 2006 using
082698 -            temporary serial number.
082700 -             ..
082701 -            Done.
082703 -             ..
082704 -        4.  System information review to determine scope of problem.
082705 -
082706 -            Done.
082708 -             ..
082709 -        5.  Modify Trend Micro code to correct the problem.
082711 -             ..
082712 -        6.  Submit corrected code to customer.
082714 -             ..
082715 -        7.  Assist customer with installation of revised code.
082717 -             ..
082718 -        8.  Assist customer configure Security 2007 version.
082719 -
082721 -  ..
082722 - Issues to be resolved once Trend Micro Security 2007 is installed...
082724 -  ..
082725 - Virus checks occur automatically that interupt the work.
082726 -
082727 -            This was partially solved by opening the Schedule module.
082729 -  ..
082730 - There is a TrendMicro icon symbol placed in the Taskbar next to the
082731 - Time field.   This needs to be eliminated.
082732 -
082733 -            [On 100218 1521 download Pccillin software upgrade failed,
082734 -            and after getting support to download software from Trend
082735 -            Micro, installation of Pccillin caused Internet access to
082736 -            fail on computers. ref SDS 9 486L
082738 -  ..
082739 - Another problem is that after failed attempts to install Security
082740 - 2007, and after re-installing Security 2006, we are now getting a
082741 - security screen that disrupts smooth work operations when sending
082742 - files to our website.  A message appears asking...
082743 -
082744 -            Allow connection.
082746 -  ..
082747 - Never had this before.
082749 -  ..
082750 - How is this turned off?
082751 -
082752 -
082753 -
082754 -
082755 -
082756 -
082757 -
082758 -
082759 -
0828 -