Re: Have you had good results with Trend Micro support?
- From: "SMC" <mmcelrath@xxxxxxxxxxxxx>
- Date: Sat, 7 Jul 2007 16:37:31 -0500
I spoke with a supervisor for tech support on Thursday regarding this issue.
He promised to call back on Friday at a prearranged time. He did not. My own
customer policy is to call when I say I'm going to call even if it's to say
'I don't have any additional information, but I'm still working on it'.
MikeMc
"Gregg Hill" <bogus@xxxxxxxxxxx> wrote in message
news:uRLzlFLwHHA.2004@xxxxxxxxxxxxxxxxxxxxxxx
Regarding Trend support, I recently had a problem with phishing emails
getting to my Inbox in spite of servers being up-to-date and properly
configured. I send great detail in my messages to Trend, and I get back
basic answers written for children such as "Turn on phishing
detection...." with directions how to do so. It seems as though their tech
support thinks we are all idiots.
After their last response, I finally replied with
"Please stop treating me as though I am a complete moron. Let's just make
a few things clear so you know where to start. I am a professional network
consultant. I am a Trend Micro reseller. I have installed and configured
Trend Micro Client Server Messaging Security from version 2.0 to 3.6 on
multiple servers at multiple clients. I have a fully updated system, and
so do my clients."
I would not be expecting a whole lot out of them for support.
Gregg Hill
"news.microsoft.com" <paul.hideme@xxxxxxxxxxxxxxxx> wrote in message
news:%237rk68JwHHA.3508@xxxxxxxxxxxxxxxxxxxxxxx
Unloading the Client (right-click the system tray icon and choose Unload)
and restarting it seems to update the patterns for me. Still not a great
solution, but quicker than rebooting. Yesterday's insight from TM support
was a suggestion to browse their support web, which I had already done. I
got nowhere with my request for an elevation to higher-level support.
"BrianY" <BrianY@xxxxxxxxxxxxxxxxxxxxxxxxx> wrote in message
news:DF021C9F-E271-4283-8F7B-29462B8A8062@xxxxxxxxxxxxxxxx
I have SBS 2003 R2 with Trend CSM 3.6 and the problem started for me just
over a week ago. I did manage to update the pattern file by rebooting
the
server but since that time it hasn't updated again. At least now I know
I'm
not the only one with this problem.
I've only had to deal with their support once before, on a licensing
issue.
In that case they resolved the problem in less than 24 hours. If only
they
could resolve this one as quickly . . .
BrianY
"jrieszer" wrote:
I manage three seperate SBS 2003 R2 installations with Trend CSM 3.5 on
all.
I have had the same problem on all of them for about a week.
One of the clients also has a Server 2003 file server and the pattern
file
does not update on that server as well. All Win XP Pro clients update
fine.
I also found that if I stop and restart the Client/Server Security
Agent
service, then it will update to the newest pattern file. Once a new
pattern
file is released though, I need start/restart service again.
"Paul Shapiro" wrote:
Same solution works here, and the problem started about the same
time. Hmmm.
I tried uninstalling the TM Client, rebooting and reinstalling. Same
behavior- no change at all.
"SMC" <mmcelrath@xxxxxxxxxxxxx> wrote in message
news:u1bxbQ2vHHA.2040@xxxxxxxxxxxxxxxxxxxxxxx
I'm working w/ Trend on the same issue. No solution yet.
The problem on my server started about one week ago and I have had
to
manually unload the client and then reload it for the update to
take.
MikeMc
"Paul Shapiro" <paul@xxxxxxxxxxxxxxxxxxxxxxx> wrote in message
news:%23QKa6s0vHHA.4640@xxxxxxxxxxxxxxxxxxxxxxx
I've been emailing and calling Trend Micro support for several
days now
about an issue where the server's TM Client is failing to update
it's
pattern definitions. All the client workstations update
automatically,
the Exchange messaging agent updates automatically, but the TM
Client on
the server fails to update either automatically or manually. A
manual
update concludes with "Update Succeeded", but the pattern stays at
the
old version.
I'm on the phone again now, with someone who's English is pretty
poor. He
asked me to wait while he read the correspondence and phone logs,
then
proceeded to ask me questions clearly answered in the original
service
request and again in each email and phone call.
I've received several solutions by phone and email, but they're
always
for the wrong problem, not for the issue I'm having. I got a
solution for
when the Exchange messaging agent fails to update, but I wrote
that the
messaging agent IS updating. Then I got a solution for the server
failing
to retrieve the updated pattern from TM, but I wrote that auto
updates
are working for everything except the TM Client on the server.
Email only
gets answered after 2 days, if at all.
Does anyone have any suggestions either for my current problem or
how to
get through to knowledgeable TM support?
.
- References:
- Have you had good results with Trend Micro support?
- From: Paul Shapiro
- Re: Have you had good results with Trend Micro support?
- From: SMC
- Re: Have you had good results with Trend Micro support?
- From: Paul Shapiro
- Re: Have you had good results with Trend Micro support?
- From: BrianY
- Re: Have you had good results with Trend Micro support?
- From: news.microsoft.com
- Re: Have you had good results with Trend Micro support?
- From: Gregg Hill
- Have you had good results with Trend Micro support?
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