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

SUBJECTS
Trend Micro Customer Service Technical Support Solve Configuration P

3203 -
3203 -    ..
3204 - Summary/Objective
3205 -
320501 - Follow up ref SDS 8 0000. ref SDS 7 0000.
320502 -
320503 - After numerous calls because Trend Micro in the Phillipines customer
320504 - support kept dropping the line, finally got new version of Pccillin
320505 - for 2010 installed and configured, and also restored Internet access
320506 - which failed on c14 and c16 after installing Pccillin software
320507 - yesterday.  Had to buy another license to install Pccillin for virus
320508 - protection on c16 Windows 7 32-bit operating system, and also for
320509 - Windows 7 64-bit operating system.  Had difficulty getting downloaded
320510 - software to run.  Turned out that the initial software downloaded
320511 - yesterday worked.
320512 -
320513 -
320514 -
320516 -  ..
3206 -
3207 -
3208 - Background...
3209 -
320901 - On 080219 0847 Millie received a letter from Trend Micro notifying
320902 - that Millie had "opted-in" for automatic renewal that authorized Trend
320903 - Micro to charge Millie's bank account for transactions without
320904 - independent and affirmative approval of each transaction. ref SDS 5
320905 - LV64
320907 -  ..
320908 - On 080219 0847 at 1411 called and notified Trend Micro under
320909 - Case number:  1-130750677 that Millie does not approve the
320910 - "automatic renewal" procedure which was presented in Trend
320911 - Micro's letter. ref SDS 5 4E6K
320913 -  ..
320914 - On 080219 0847 at 1423 Trend Micro notified Millie that Trend
320915 - Micro's mistake showing Millie approved "automatic renewal" was
320916 - corrected, and Trend Micro would not automatic renew nor charge
320917 - Millie for future transactions. ref SDS 5 4F4H
320919 -  ..
320920 - On 080219 0847 at 1423 Trend Micro promised to send a letter
320921 - confirming the status of Millie's account was changed to show
320922 - that she did not approve "automatic renewal." ref SDS 5 JO5L
320924 -  ..
320925 - On 080225 1122 Trend Micro entered a transaction obligating
320926 - Millie for automatic upgrades of Pccillin software, which was
320927 - not authorized by Millie. ref SDS 6 7T6F
320929 -  ..
320930 - On 0800225 1122 Millie sent a letter to Trend Micro correcting
320931 - the record. ref SDS 6 MY3J
320933 -  ..
320934 - Contacting Trend Micro is listed in the record on 080219.
320935 - ref SDS 5 HF9J
320937 -  ..
320938 - On 100218 1521 report rceived letter dated 100208 from Trend Micro
320939 - notifying that Trend Micro would "autmatically update" Pcccillin virus
320940 - protection software. ref SDS 8 P56P
320942 -  ..
320943 - On 100218 1521 rceived letter dated 100218 that Trend Micro had
320944 - "automatically updated" Pccillin program. ref SDS 8 4Q85
320946 -  ..
320947 - On 100218 1521 at 1533 called Trend Micro and talked to Paul who
320948 - provided assistance downloading Pccillin software for 1020.
320949 - ref SDS 8 YZ6O  After installation, could not access the Internet.
320950 - ref SDS 8 PZ8R
320952 -  ..
320953 - On 100219 0811 called Trend Micro.  Chuck provided assistance fixing
320954 - problem caused yesterday by installing Trend Micro pccillin virus
320955 - protection software, which prevented access to the Internet.
320956 - ref SDS 0 P56P  While Chuck was researching solutions to the problem,
320957 - Trend Micro dropped the telecphone connection; called back and talked
320958 - to Carl. ref SDS 0 FB8H  Carl was unable to restore Internet
320959 - connection. ref SDS 0 RP7O  Research in the SDS record found that
320960 - executing DOS "ping" command can help restore Internet access, and
320961 - this was successful today. ref SDS 0 I66M  Had to purchase a 2nd site
320962 - license to run pccillin for Windows 7 32-bit, and Windows 7 64-bit
320963 - operating systems. ref SDS 0 C53I  Completed installation pccilin for
320964 - Windows 7 32-bit and 64-bit operating systems on c16. ref SDS 0 JL6N
320965 -
320966 -
320968 -  ..
3210 -
3211 -
3212 - Progress
3213 -
321301 - Called and talked to Chuck at Trend Micro Technical Support...
321302 -
321303 -              800 864 6027 #3
321305 -  ..
321306 - This number gets customer service representative immediately.
321308 -  ..
321309 - Chuck used Millie's email address to verify the account.
321311 -  ..
321312 - Explained problem accessing Internet after installing Pccillin on c16,
321313 - reported yesterday on 100218 1521. ref SDS 8 PZ8R
321315 -  ..
321316 - Chuck tried following steps...
321317 -
321318 -    1.  Pccillin Trend Micro
321319 -
321320 -        Personal Firewall Controls
321321 -
321322 -            Personal Firewall
321324 -  ..
321325 - Settings click to open and apply following changes....
321326 -
321327 -            Current Firewall Profile......... Home network
321328 -            Protection Level................. Minimum
321329 -
321330 -    2.  Other Settings & Subscription
321331 -
321332 -        Trend Micro Smart Protection Network
321334 -         ..
321335 -        Settings
321337 -  ..
321338 - At this location remove all settings, and click OK.
321340 -  ..
321341 - After this adjustment, tried to access Internet, and still could not
321342 - access the Internet.
321344 -         ..
321345 -    3.  Run from DOS prompt....
321346 -
321347 -            C>netsh winsock reset   [Enter]
321349 -  ..
321350 - Got instruction to restart the computer.  Did this.
321352 -  ..
321353 - After this adjustment, still could not access the Internet.
321355 -  ..
321356 - The lights on the modem do not blink, which indicates there is no
321357 - signal coming from the computer.
321358 -
321360 -  ..
3214 -
3215 -
3216 - 0904
3217 -
321701 - Chuck went offline to research additional solutions.
321702 -
321704 -  ..
3218 -
3219 -
3220 - 0916
3221 -
322101 - While on hold during Chuck's research, Trend Micro dropped the line.
322102 -
322104 -  ..
3222 -
3223 -
3224 - 0917
3225 -
322501 - Called Trend Micro back.
322502 -
322503 - Talked to Carl.
322505 -  ..
322506 - Explained what happened with the call to Chuck, per above. ref SDS 0
322507 - PQSX
322509 -  ..
322510 - Carl put the call on hold to research the prior account progress.
322512 -  ..
322513 - He said that if the line is dropped again to just call back again.
322514 -
322516 -  ..
3226 -
3227 -
3228 - 0927
3229 -
322901 - Carl came back online.  He suggested exiting from Trend Micro.
322902 -
322903 - Did this.  Internet access still failed.
322905 -  ..
322906 - Carl suggested trying at DOS prompt....
322907 -
322908 -             C>ipconfig /flushdns  [Enter]
322910 -  ..
322911 - System returned message to restart the computer.  Did this.
322913 -  ..
322914 - After this adjustment, tried to access Internet, and still could not
322915 - access the Internet.
322917 -  ..
322918 - Carl feels this is an SBC/ATT problem.
322920 -  ..
322921 - We can see that the lights on the modem are not blinking.
322923 -  ..
322924 - Carl said that Trend Micro does not have more ideas for recovering
322925 - from customers losing access to the Internet after installing Trend
322926 - Micro software Pccillin.
322928 -  ..
322929 - Thanked Carl for assistance.
322930 -
322931 -
3230 -

SUBJECTS
Internet Access Failure Restore Ping Server Netgear Router Test Conf

5003 -
5004 - 1105
500501 -  ..
500502 - Internet Access Restore Ping Server Netgear Test
500503 -
500504 - There have been prior similar problems accessing the Internet, for
500505 - example after a power loss due to a storm, reported on 051221 0749.
500506 - ref SDS 2 I35J, or system-wide electrical failure due to overload
500507 - during the summer, when more people are using air conditioning.
500509 -  ..
500510 - Some of these problems have been resolved by running the Netgear
500511 - router test utility.
500513 -  ..
500514 - Procecures to access Netgear configuration are listed in the record on
500515 - 050916 1141. ref SDS 1 OA45
500517 -  ..
500518 - Verify Netgear configuration and running a test are explained on
500519 - 051221 0749. ref SDS 2 Z63O
500521 -  ..
500522 - After accessing the router, found that configuration was still
500523 - correctly set.
500525 -  ..
500526 - Ran the test, and this failed.  Modem lights not blinking, indicating
500527 - there is not a good connection.
500529 -  ..
500530 - Powered the modem off, and disconnected the power cord.
500532 -  ..
500533 - Waited 10 minutes.
500535 -  ..
500536 - Connected modem power cable, and pressed the power on button again.
500538 -  ..
500539 - Ran DOS "ping" test, also, reported on 051221 0749. ref SDS 2 WE6L
500540 -
500541 -            C>ping welchco.com
500543 -  ..
500544 - This returned diagnostics indicating modem access has been restored to
500545 - the Internet service provider again.
500547 -  ..
500548 - Tried Netgear test procedure and it passed.
500550 -  ..
500551 - Was able to access Internet from browser, and use the email program
500552 - for sending and receiving corresondence.
500554 -  ..
500555 - Problem solved.
500556 -
500558 -  ..
5006 -
5007 -
5008 - 1117
5009 -
500901 - Trend Micro Pccillin reconnected.
500902 -
500903 - Since Carl disconnected Pccillin to trouble shoot Internet access
500904 - problems, per above, ref SDS 0 FB8H, ran the program to activate
500905 - Pccillin without firewall and without Internet and Email controls.
500907 -  ..
500908 - Internet access was still successful.
500910 -  ..
500911 - Internet and Email Controls. Connected
500912 -
500913 -        Current protection level................ medium
500915 -  ..
500916 - Internet access was still successful.
500918 -  ..
500919 - Personal Firewall Connected
500920 -
500921 -        Current Firewall Profile................ Home Network
500922 -
500923 -        Protection level........................ minimum
500925 -  ..
500926 - Internet access was still successful.
500927 -
500928 -
500929 -
5010 -

SUBJECTS
Pccillin Purchase 2nd License Install Virus Protection for C16 Windo

5903 -
5904 - 1146
590501 -  ..
590502 - Pccillin Purchase 2nd License for C16 Windows 7 32-but and 64-bit
590503 -
590504 - Called Trend Micro back, talked to Jon in Trend Micro Customer
590505 - Support, per above. ref SDS 0 P56P
590507 -  ..
590508 - We need assistance installing Pccillin on c16 for Windows 7 32-but
590509 - operating system, and for Windows 7 64-bit operating system.
590511 -  ..
590512 - Jon said the license purchased for $49.95 reported in the record
590513 - yesterday on 100218 1521, ref SDS 8 4Q85, can be installed on only
590514 - three (3) computers.
590516 -  ..
590517 - Since the Pccillin 32-bit program is installed on...
590518 -
590519 -                c14
590520 -                c15
590521 -                c16
590523 -  ..
590524 - The customer has to buy another license to install Pccillin on c16
590525 - for Windows 7 32-bit and Windows 7 64-bit.
590527 -  ..
590528 - Jon transferred the call to the Trend Micro Sales Department.
590529 -
590531 -  ..
5906 -
5907 -
5908 - 1237
5909 -
590901 - Talked to Cherri.
590902 -
590903 -           800 864 6027 #2
590905 -  ..
590906 - We want a 2 year subscription for Pccillin to run on 3 computes, and
590907 - 3 operating systems.
590909 -  ..
590910 - Cherri assigned this call to...
590911 -
590912 -            Reference # 1-1-315725643
590914 -  ..
590915 - Cherri says that Trend Micro does not sell 2 year subscriptions.
590916 -
590918 -  ..
5910 -
5911 - 1308
5912 -
591201 - Purchase Pccillin from Trend Micro for c16 Windows 7 32-bit and
591202 - Windows 7 64-bit programs.
591204 -  ..
591205 - On 061224 purchased updated program using Discover. ref SDS 3 KM68
591207 -  ..
591208 - Current account code is different...
591209 -
591218 -  ..
591219 - Cost............................... $56.90
591221 -  ..
591224 -  ..
591225 - Downloaded another software program...
591226 -
591227 -            c: 12 trendmicrodownloadertis.exe
591229 -  ..
591230 - Tried to install and got same message saying have to buy another
591231 - program.
591232 -
591234 -  ..
5913 -
5914 -
5915 - 1336
5916 -
591601 - Talked to Cheryl.
591602 -
591603 - Tried to access customer account.  This failed.
591605 -  ..
591606 - Cheryl assisnged...
591608 -  ..
591609 - Temp password.................. 36d1a626
591611 -         ..
591612 -        computer name........... c16-w7-32
591614 -  ..
591615 - This also failed.
591617 -  ..
591618 - Cheryl finally said the software downloaded yesterday can be installed
591619 - on c16 for Windows 7 32-bit and on the Windows 7 64-bit operating
591620 - systems, reported on 100218 1521. ref SDS 8 LR7I
591622 -  ..
591623 - Cheryl assisted installing pccillin on c16 for Windows 7 32-bit, and
591624 - on c16 for Windows 64-bit operating systems, so these both have the
591625 - same product key, per above. ref SDS 0 IG5I
591626 -
591627 -
591628 -
591629 -
591630 -
591631 -
591632 -
591633 -
5917 -