CONTACTS 
0201 - Trend Micro, Inc.
020101 - Ms. Elena (Len) Quitoriano; Customer Support Representative
020103 - Consumer Support Team

SUBJECTS
Antivirus Pc-cillin Trend Micro Internet Security 2004 Virus Protect

0403 -
0403 -    ..
0404 - Summary/Objective
0405 -
040501 - Follow up ref SDS 2 0000, ref SDS 1 0000.
040502 -
040503 -
040504 -
040505 -
040507 -  ..
0406 -
0407 -
0408 - Progress
0409 -
040901 - A few weeks ago on 090405 1339 Millie received a letter from Trend
040902 - Micro saying in part...
040903 -
040904 -    1.  Trend Micro, Inc.
040905 -        10101 N. De Anza Blvd., Suite 200,
040906 -        Cupertino, CA 95014
040908 -         ..
040909 -    2.  Date:  2009-04-05 13:39
040910 -        Subject: End of Life Announcement for PC-cillin Internet Security 2006
040912 -         ..
040913 -    3.  On May 27, 2009, Trend Micro will stop supporting PC-cillin
040914 -        Internet Security 2006. At that time, updates and technical
040915 -        assistance for this release will come to an end.
040917 -         ..
040918 -    4.  According to the Trend Micro Consumer Product Lifecycle
040919 -        Policy, support for this release should have concluded on
040920 -        December 31, 2008. For the benefit of our loyal customers, we
040921 -        have already extended this deadline more than eighteen months.
040922 -        The time has now come to move forward.
040924 -         ..
040925 -    5.  If your subscription to PC-cillin Internet Security 2006 has
040926 -        not yet expired, you can maintain your protection against
040927 -        computer viruses, spyware, and identity theft with a free
040928 -        upgrade to Trend Micro Internet Security 2009.  Just make sure
040929 -        that your computer meets the following requirements.
040931 -         ..
040932 -    6.  You must provide your current serial number to obtain your
040933 -        free upgrade, so keep this information handy:
040936 -         ..
040937 -    7.  Upgrade to Trend Micro Internet Security 2009...
040938 -
040939 -              http://esupport.trendmicro.com/Pages/I-received-a-notification-saying-that-versions-2006-and-2007-of-PC-cil.aspx
040941 -         ..
040942 -        This has another link to...
040944 -         ..
040945 -        How do I upgrade my older PC-cillin Internet Security version
040946 -        to the latest version of Trend Micro Internet Security?
040947 -
040948 -              http://esupport.trendmicro.com/Pages/How-do-I-upgrade-my-older-PC-cillin-Internet-Security-version-to-the-l.aspx
040949 -
040951 -  ..
040952 - Background...
040953 -
040954 -    1.  On 080219 0847 Millie received a letter from Trend Micro that
040955 -        notified Millie had "opted-in" for automatic renewal that
040956 -        authorized Trend Micro to charge Millie's bank account for
040957 -        transactions without independent and affirmative approval of
040958 -        each transaction. ref SDS 3 LV64
040960 -         ..
040961 -    2.  On 080219 0847 at 1411 called and notified Trend Micro under
040962 -        Case number:  1-130750677 that Millie does not approve the
040963 -        "automatic renewal" procedure which was presented in Trend
040964 -        Micro's letter. ref SDS 3 4E6K
040966 -         ..
040967 -    3.  On 080219 0847 at 1423 Trend Micro notified Millie that Trend
040968 -        Micro's mistake showing Millie approved "automatic renewal" was
040969 -        corrected, and Trend Micro would not automatic renew nor charge
040970 -        Millie for future transactions. ref SDS 3 4F4H
040972 -         ..
040973 -    4.  On 080219 0847 at 1423 Trend Micro promised to send a letter
040974 -        confirming the status of Millie's account was changed to show
040975 -        that she did not approve "automatic renewal." ref SDS 3 JO5L
040977 -         ..
040978 -    5.  On 080225 1122 Trend Micro entered a transaction obligating
040979 -        Millie for automatic upgrades of Pccillin software, which was
040980 -        not authorized by Millie. ref SDS 4 7T6F
040982 -         ..
040983 -    6.  On 0800225 1122 Millie sent a letter to Trend Micro correcting
040984 -        the record. ref SDS 4 MY3J
040986 -         ..
040987 -    7.  Contacting Trend Micro is listed in the record on 080219.
040988 -        ref SDS 3 HF9J
040989 -
040991 -  ..
0410 -
0411 -
0412 - 1135
0413 -
041301 - Called Trend Micro.  Talked to Dan.
041302 -
041303 - Case Number:  1-1-185515260
041305 -  ..
041306 - Current contract expires:  100223
041308 -  ..
041309 - Dan said the serial number, per above, ref SDS 0 KG8M, for the current
041310 - contract qualifies for the free upgrade.
041311 -
041313 -  ..
0414 -
0415 -
0416 - 1235
0417 -
041701 - Opened Trend Micro free upgrade instructions, per above. ref SDS 0
041702 - 014F
041704 -  ..
041705 - Instructions say...
041706 -
041707 -    1.  Solution ID:  EN-1039041
041708 -        Product:      PC-cillin Internet Security - 2007; Trend Micro
041709 -                      Internet Security - 2009; PC-cillin Internet
041710 -                      Security - 2006
041711 -        Operating
041712 -        System:       Windows Vista - SP1; Windows XP - SP2, SP3;
041713 -        Published:    4/8/2009 12:29 AM
041715 -         ..
041716 -    2.  If your PC-cillin Internet Security 2006 serial number begins
041717 -        with PXXP, wherein X represents any letter, you are using a
041718 -        multi-user license and should contact Trend Micro Consumer
041719 -        Technical Support to find out about your eligibility for the
041720 -        upgrade.
041722 -  ..
041723 - Talked to Dan this morning, and he advised this trasaction is elegible
041724 - for upgrade. ref SDS 0 JY6O
041725 -
041726 -    3.  Uninstall PC-cillin Internet Security 2006 or 2007. For
041727 -        instructions on how to do this, refer to the following
041728 -        Knowledge Base article:
041729 -
041730 -              http://esupport.trendmicro.com/Pages/How-do-I-remove-old-or-new-versions-of-Trend-Micro-products-in-my-comp.aspx
041732 -         ..
041733 -    4.  How do I remove old or new versions of Trend Micro products
041734 -        from my computer?
041736 -         ..
041737 -        Solution ID:  EN-1037161
041738 -        Product:      Trend Micro AntiVirus plus AntiSpyware - 2008;
041739 -                      Trend Micro Antivirus plus AntiSpyware - 2009;
041740 -                      Trend Micro Internet Security - 2008, 2009; Trend
041741 -                      Micro Internet Security Pro - 2009, 2008
041742 -        Operating     Windows 2000 Professional; Windows XP - SP2,
041743 -        System:       SP3; Windows Vista
041744 -        Published:    5/4/2009 6:28 PM
041746 -         ..
041747 -    5.  Solution
041748 -
041749 -        You can use the Trend Micro Diagnostic Toolkit to completely
041750 -        remove old or new versions of Trend Micro products that have
041751 -        been installed on your computer.  This tool can also be used to
041752 -        remove traces of Trend Micro components if you find you cannot
041753 -        install your Trend Micro product after upgrading from a
041754 -        previous version or after reinstalling the program.
041756 -         ..
041757 -    6.  To uninstall your Trend Micro program using the Diagnostic
041758 -        Toolkit, follow the steps below:
041760 -         ..
041761 -        After unzipping the download, execute...
041762 -
041763 -                tistool.exe
041765 -         ..
041766 -        This will open an initial window with two tabs.  The first tab
041767 -        is to collect program data.  Evidently this is not needed.
041769 -         ..
041770 -        Select the second tab for "Uninstall"
041771 -
041772 -            Click "uninstall"
041774 -         ..
041775 -        This will execute the uninstall, including updating the
041776 -        Windows program menu system.
041778 -         ..
041779 -    7.  Install the new version.
041780 -
041781 -        Download Trend Micro Internet Security 2009. Refer to the
041782 -        instructions below:
041783 -
041784 -        a.  Download the installer file. Click on either of the links
041785 -            below, depending on the version of Windows you are
041786 -            currently running:
041788 -             ..
041789 -            32-bit version of Windows XP or Windows Vista
041790 -            64-bit version of Windows Vista
041792 -  ..
041793 - Selected the 32-bit version for Windows XP.
041795 -  ..
041796 - Put it in...
041797 -
041798 -            g: 00 pccillin cd2009 trendmicro_tis_17.10_en-US_32-bit.exe
041800 -  ..
041801 - Copied the download install file to the trend micro program
041802 - directory...
041803 -
041804 -               h: 00 46
041805 -
041806 -        b.  Installation program executed.
041808 -             ..
041809 -        c.  Serial Number
041811 -  ..
041812 - Used cut and paste to get serial number from above, ref SDS 0 KG8M,
041813 - and enter in the installation progam dialog box.
041814 -
041815 -        d.  Installation Options
041816 -
041817 -            Disable Windows Firewall and Windws Defender.
041819 -             ..
041820 -            Select Custom to try to avoid automatic stuff that
041821 -            interrupts the work.
041823 -             ..
041824 -        e.  Installing Trend Micro Internet Security
041826 -  ..
041827 - There was an option pre-selected to install the Trend Micro Firewall,
041828 - and further noted that accepting this selection would automatically
041829 - disconnect the Windows Firewall.
041831 -  ..
041832 - Made this selection.
041833 -
041834 -        f.  Activate Account
041835 -
041844 -         ..
041845 -    8.  Virus definitions updated.
041847 -  ..
041848 - Did this.
041849 -
041850 -
041851 -
041853 -  ..
0419 -
0420 -
0421 - 1302
0422 -
042201 - Called Trend Micro.  Talked to Sandy.
042202 -
042203 -
042205 -  ..
0423 -
0424 -
0425 - 1451
0426 -
042601 - Talked to Chris.
042602 -
042603 - He suggested setting...
042604 -
042605 -        1.  Personal Firewall Controls
042606 -
042607 -            Current Firewall Profile;  Home network
042608 -            Protection Level;          Minimum
042610 -  ..
042611 - This is accomplished with the...
042612 -
042613 -                Settings option.
042614 -
042615 - ...and then select...
042616 -
042617 -                Change Profile
042619 -  ..
042620 - There is a list of options under...
042621 -
042622 -                Profile Name
042624 -  ..
042625 - Click to select....
042626 -
042627 -                Home network (currently activated)
042629 -  ..
042630 - After selecting the Home network option, then click the button above
042631 - that says...
042632 -
042633 -                Activate selected profile
042635 -  ..
042636 - Click...
042637 -
042638 -                OK
042640 -  ..
042641 - This closes the window, and returns to Personal Firewall Settings and
042642 - the security is changed to show...
042643 -
042644 -                Minimum
042646 -  ..
042647 - Talked to Janeth.
042649 -  ..
042650 - Cannot remove remove the icon from the task bar.
042651 -
042653 -  ..
0427 -
0428 -
0429 - 2000
0430 -
043001 - Made same installation on c15.
043002 -
043003 - This was quicker, because did not have to set up Millie's account
043004 - with password again.
043005 -
043006 -
043007 -
043008 -
043009 -
043010 -
0431 -