Rusty Carlo TM_Rusty

Hello,

Thank you for reaching out. Please make sure that your Trend Micro Mobile Security app and subscription are both up to date, as outdated versions may not be able to remove the latest threats.

If the issue persists after updating, please run a full device scan and then restart your device. If the detection remains, kindly share the exact detection name or screenshot so we can provide further assistance.

Some Android malware, such as “videos18+.apk,” may embed itself deeply into the system, requiring manual removal or a factory reset for complete cleanup. We’ll guide you through this if needed.

Hello,

Please refer to the official Trend Micro Mobile Security system requirements here: How to Check if Your Android Device Supports Trend Micro Mobile Security | Trend Micro Help Center If you are able to install it on your Kindle Fire,, please note that there may be limitations due to the device’s customized operating system, which may not fully support all features of Trend Micro Mobile Security.

Hello,

Trend Micro Mobile Security does not recommend installing any applications other than Trend Micro products. If you want for support, Please contact us here: Chat with Trend Micro Support | Trend Micro Help Center. Please click "Agree and Continue", fill out all the information needed. For case number, it's optional then click "Submit" then wait for the representative to assist you with your concern.
 

Hello,

Possible Causes

• Network routing conflict — CarPlay relies on direct local network communication (especially over Wi-Fi or USB), which can be interrupted when VPN routing is active.
• VPN protection scope — Trend Micro VPN may be redirecting all network traffic, preventing CarPlay from recognizing the iPhone’s local network interface.
• iOS security behavior — Some iOS versions limit CarPlay connectivity when a system-wide VPN is active.

 

Recommended Solutions

Disable VPN when using CarPlay

• Open the Trend Micro Mobile Security or Trend Micro VPN app.
• Turn Web Guard / VPN OFF before connecting to your car.
• Once CarPlay is connected and functioning, you may re-enable the VPN afterward if needed.

Hi,
 

Try the following steps in order:

1. Restart your device and router

   • Power off the iPad and your Wi-Fi router for 1–2 minutes, then power them back on.

2. Reinstall the Trend Micro VPN profile

   • Open Settings → General → VPN & Device Management → VPN

   • Delete the Trend Micro VPN profile, then open the Trend Micro Mobile Security app to re-enable Web Guard.

   • This will reinstall a fresh VPN configuration.

3. Update Trend Micro app

   • Go to the App Store → Profile icon → Updates and make sure Trend Micro Mobile Security is up to date.

4. Disable “Private Wi-Fi Address” (for testing only)

   • Go to Settings → Wi-Fi → (Your Network) → Private Wi-Fi Address → Off

   • Test if Wi-Fi remains stable with Web Guard enabled.

5. Reset Network Settings

   • Go to Settings → General → Transfer or Reset iPad → Reset → Reset Network Settings

   • Reconnect to your Wi-Fi and test again.

6. Check for iOS updates

   • Go to Settings → General → Software Update to ensure you’re on the latest iOS version.

Hello,

To check if your iPhone is compatible with Trend Micro Mobile Security, please check the minimum system requirements here: How to Check if Your iPhone/iPad Supports Trend Micro Mobile Security | Trend Micro Help Center

Hello Xavier Barker,

Please contact us here: Chat with Trend Micro Support | Trend Micro Help Center. Please click "Agree and Continue", fill out all the information needed. For case number, it's optional then click "Submit" then wait for the representative to assist you with your concern.
 

Hi,


Please remove the ID Protection extension on you Microsoft Edge by following these steps:
 

• Open Microsoft Edge.

• Click the puzzle icon (🧩) or three dots (⋯) at the top-right corner.

• Select Extensions → Manage extensions.

• Find the extension you want to remove.

• Click Remove → Confirm by selecting Remove again.

Here's the guide to re-install the Trend Micro ID Protection extension. How to Install Trend Micro ID Protection | Trend Micro Help Center

Hi,

Here's the guide to do a full scan on your Trend Micro on your computer: How to scan for viruses using Trend Micro Security and Antivirus on Windows | Trend Micro Help Center

Hello, Amber Hunter,

Please contact us here: Chat with Trend Micro Support | Trend Micro Help Center. Please click "Agree and Continue", fill out all the information needed. For case number, it's optional then click "Submit" then wait for the representative to assist you with your concern.