CONTACTS 

SUBJECTS
Progress Solving Pccillin Trend Micro Installation Failure Security

1203 -
1203 -    ..
1204 - Summary/Objective
1205 -
120501 - Follow up ref SDS 12 0000. ref SDS 9 0000.
120502 -
120503 -
120504 -
120505 -
120506 -
120507 -
120508 -
120510 -  ..
1206 -
1207 -
1208 - Progress
1209 -
120901 - Previously, on 070105 submitted a letter ref DIP 1 0001, answering
120902 - Len's letter dated the following day, 070106, and requesting FTP
120903 - submission of diagnostic files on failed installation of Pccillin on
120904 - c14 and c15.  The letter to Trend Micro reported performing this
120905 - request.
120907 -                     ..
120908 -                    Pc-cillin
120909 -                    Internet Security 2005
120910 -                    Trend Micro
120911 -                    10101 North DeAnza Blvd
120912 -                    Cupertino, CA  95014
120913 -                    408 257 1500
120915 -      ..
120916 -     Tech Support   800 864 6027
120917 -
120918 -                    support@trendmicro.com
120920 -                     ..
120921 -                    Info@trendmacro.com
120923 -                  ..
120924 -                 http://www.trendmacro.com
120926 -  ..
120927 - Case number:  1-71716742
120929 -  ..
120930 - On Monday, 070109, received a letter from a different channel at Trend
120931 - Micro asking for reponse to a "solution" provided.  Yesterday, got
120932 - another letter saying Trend Micro dropped support because customer did
120933 - not respond.
120935 -  ..
120936 - This morning, submitted ref DIT 1 0001 to Len saying...
120937 -
120938 -    1.  Just checking on your progress.  Last week on 070105 you
120939 -        requested uploaded via FTP a group of diagnostic files.  My
120940 -        letter, ref DIP 1 0001, the same date reported performing that
120941 -        task, ref SDS 12 BV5J, as shown below. ref DIT 1 0001
120943 -         ..
120944 -    2.  A few days ago, Millie got a letter from Trend Micro,
120945 -        ref DIT 1 EE5N, saying...
120947 -             ..
120948 -        1.  Subject:  [SR #: 1-71716742] RE: [PC2K6][INSTALLATION]tdi failed
120949 -            Date: 9 Jan 2007 11:37:43 +0800
120950 -            From:  Pcc4dell@support.trendmicro.com
120953 -             ..
120954 -        2.  Dear Customer,
120956 -             ..
120957 -            We have not received a response from you regarding above
120958 -            case since our first follow-up.  It is important that you
120959 -            reply to us on the status of your case so we can keep this
120960 -            case open or close it in our database. ref DIT 1 XE6L
120962 -             ..
120963 -        3.  We would appreciate receiving your response within two (2)
120964 -            days from the date of this email.  Otherwise, we shall deem
120965 -            that the solution(s) we provided you has/have resolved your
120966 -            issues with our product and shall close above service
120967 -            request.  Please disregard this notice if you have replied
120968 -            to our last email. ref DIT 1 BF7J
120970 -             ..
120971 -        4.  Trend Micro Support Center
120972 -            Trend Micro, Incorporated
120973 -            [URL / website] http://www.trendmicro.com/
120974 -            [Knowledge Base] http://kb.trendmicro.com/solutions/
120975 -            [Contact us] http://www.trendmicro.com/support/contact_us.htm
120976 -
120977 - **************************
120979 -         ..
120980 -    3.  Yesterday, we received another letter from the same folks who
120981 -        said Trend Micro is dropping support for the problem, because
120982 -        the customer has not responded to the "solution we have
120983 -        provided..." ref DIT 1 RH9F
120985 -         ..
120986 -    4.  I sent a response saying...
120987 -
120988 -        1.  Thanks for your letter.  You have not provided any solution.
120989 -            Len is working on this and has a 2 month window to submit
120990 -            corrected code for installing Pccillin Security 2007.
120991 -            ref DIT 1 BG9M
120993 -             ..
120994 -        2.  Please submit progress report.
120995 -
120996 - *********************
120998 -         ..
120999 -    5.  Accordingly, I would like to hear back from you on progress
121000 -        reviewing the diagnostic files, submitted on 070105, and level
121001 -        of effort toward a solution. ref DIT 1 RH5H
121002 -
121003 -
121005 -  ..
1211 -
1212 -
1213 - 1140
1214 -
121401 - Received ref DRT 1 0001 from Len dated tomorrow, 070112, because the
121402 - Phillipines is across the International date line, and responding to
121403 - the letter earlier today, ref DIT 1 0001, dated today, 070711, per
121404 - above. ref SDS 0 OC6L
121405 -
121406 -    1.  [Responding to your letter dated January 12, 2007, and asking
121407 -        for progress solving problems installing pccillin.exe...],
121408 -        ref SDS 0 OC6L
121410 -         ..
121411 -    2.  CHECK YOUR EMAILS AGAIN because I did send you a solution right
121412 -        after I saw your logs on posted on the ftp link I have given
121413 -        you. ref DRT 1 TN5O
121415 -         ..
121416 -    3.  That auto-reply messages you've been getting is just part of
121417 -        our process, if we don't hear from clients 3 days after the
121418 -        last solution was given. ref DRT 1 UN6I
121420 -         ..
121421 -    4.  VERY IMPORTANT:  In order for us to have a history of our
121422 -        correspondence, please do not delete the subject and the
121423 -        contents of this email. ref DRT 1 4O6N
121425 -  ..
121426 - After Len's letter was received, another letter was delivered from
121427 - AT&T Yahoo submitting a letter from Len dated 070109.  AT&T Yahoo says
121428 - that Len's letter was intercepted because of a virus risk.
121429 -
121430 -
121431 -
121433 -  ..
1215 -
1216 -
1217 - 1205
1218 -
121801 - Pccillin Security 2006 Decide Not to Upgrade to Security 2007
121802 -
121803 - Submitted ref DIT 2 0001 to Len responding to her letter above, and
121804 - discussing her earlier letter on 070109 that was received just today,
121805 - shown below, ref SDS 0 664T, and responded to the letter on 070105,
121806 - and which submitted diagnostic files requested by Trend Micro.
121807 - ref SDS 12 BV5J
121809 -  ..
121810 - Decided not to upgrade to Security 2007, because the process seems too
121811 - unstable.
121813 -         ..
121814 -    1.  I just got your letter dated 070112 saying you sent a letter on
121815 -        070109 with a solution. ref DIT 2 0001
121817 -         ..
121818 -    2.  Your letter on 070109, however, was not received until today, a
121819 -        few minutes ago on 070111.  As you can see from the attached
121820 -        letter below, your letter on 070109 was submitted to us by AT&T
121821 -        Yahoo, after intercepting your letter which they considered a
121822 -        risk for virus.  Since AT&T Yahoo is not intercepting all
121823 -        letters, including your letter this morning, it is not clear
121824 -        why the earlier letter was stopped, or the criteria for this
121825 -        action. ref DIT 2 FT5M
121827 -         ..
121828 -    3.  Note that dates of correspondence seem out of sequence, because
121829 -        evidently you are a day ahead of us here in California.
121830 -        ref DIT 2 KT6M
121832 -         ..
121833 -    4.  In any case, looking through your instructions, this seems like
121834 -        more than I bargained for. ref SDS 0 664T  I have been working
121835 -        with computers for 30 years.  In my experience there will be 2
121836 -        or 3 things go wrong that require further support to implement
121837 -        the steps you list, not because you did anything wrong, but
121838 -        because computer work is detailed and precise, and often
121839 -        comprises "wicked problems" that take days and weeks to solve.
121840 -        ref DIT 2 WT7G
121842 -         ..
121843 -    5.  I did not intend to buy a new software program and go through
121844 -        the exercise of debugging the installation op.  That is very
121845 -        expensive in time and money.  Right now I have very limited
121846 -        time. ref DIT 2 RT8F
121848 -         ..
121849 -    6.  I want to keep the 2006 version already installed, and simply
121850 -        update the virus scan check list through the year, as we have
121851 -        the past several years.  Right now I am good through 070223.
121852 -        Can you please arrange to extend this to the end of 2007, and
121853 -        we will let it go at that. ref DIT 2 6U8K
121855 -         ..
121856 -    7.  I have two tech support issues with the current version...
121857 -
121858 -        1.  Vulnerability check takes off on its own and interrupts my
121859 -            work. ref DIT 2 BU9H
121861 -             ..
121862 -        2.  Since we went through the exercise of re-installing version
121863 -            2006 a few weeks ago, this thing is updated itself without
121864 -            direction from the user, and Trend Micro seems to be
121865 -            sending messages in a pop up window in the lower right
121866 -            corner of the screen.
121868 -         ..
121869 -    8.  Please call me at 925 680 8947 to resolve pending issues.
121870 -
121871 -
121872 - **************************************
121874 -  ..
121875 - Attached to the letter to Len, is the letter received from AT&T Yahoo
121876 - reporting Len's letter on 070109 was intercepted to avoid risk of
121877 - virus...
121879 -         ..
121880 -    1.  January 11, 2007
121881 -        "AT&T Yahoo! Mail Virus Protection" wrote:
121883 -         ..
121884 -    2.  Your AT&T Yahoo! Mail Virus Protection was temporarily
121885 -        unavailable when you downloaded the enclosed message.
121886 -        Therefore, its attachment 'vb2007_win_en_setacl_20061106.zip'
121887 -        has not been scanned for viruses.  We Advise you to scan the
121888 -        attachment before opening it. You have two options:
121889 -
121890 -         •  Scan the file with anti-virus software.  If you don't have
121891 -            anti-virus software installed on your computer, you are
121892 -            vulnerable to viruses.
121894 -             ..
121895 -         •  Send the enclosed message back to your AT&T Yahoo!  Mail
121896 -            address and download it later.  We hope to have virus
121897 -            scanning available shortly.
121899 -         ..
121900 -    3.  We're sorry for the inconvenience.
121902 -         ..
121903 -    4.  AT&T Yahoo! Mail successfully cleans most infected attachments, which
121904 -        protects you from viruses.
121905 -
121906 - **********************************
121908 -  ..
121909 - Attached to the letter from AT&T Yahoo is a letter from Len dated
121910 - 070109 that was intercepted for virus risk, and not delivered until
121911 - today...
121913 -         ..
121914 -    1.  Subject: FW: Case 1-71716742 Installation Logs Transfered Per Request
121915 -        Date: Fri, 12 Jan 2007 01:41:12 +0800
121916 -        From:
121917 -        To:
121918 -
121919 -        ***********************
121921 -         ..
121922 -    2.  Warning: Your file,
121924 -         ..
121925 -    3.  vb2007_win_en_setacl_20061106.zip/vb2007_win_en_setacl_20061106.exe, is
121926 -        password-protected. It was not scanned by InterScan MSS.
121927 -
121928 - ***********************
121930 -  ..
121931 - For some reason AT&T Yahoo split up the header from the letter sent
121932 - by Len at Trend Micro; the rest is shown below...
121934 -         ..
121935 -    1.  RECOPYING you of the solution...
121936 -
121937 -        -----Original Message-----<BR>
121938 -        From: Elena Quitoriano (TS-PH)<BR>
121939 -        Sent: Tuesday, January 09, 2007 5:45 AM<BR>
121940 -        To: 'Rod Welch'<BR>
121941 -        Subject: RE: Case 1-71716742 Installation Logs Transfered Per Request
121943 -         ..
121944 -    2.  Thanks Rod!
121946 -  ..
121947 - This responds to the letter, ref SDS 12 BV5J,
121949 -  ..
121950 - Trend Micro's letter on 070109 continues...
121951 -
121952 -    3.  Try this solution please:
121953 -
121954 -        A.  Uninstall PC-cillin Internet Security 2007:
121955 -
121956 -            Use the same pcctool.exe that I have sent you (the one
121957 -            inside tools.zip) Run the tool to remove all traces of
121958 -            Trendmicro on your pc
121960 -             ..
121961 -            Once restarted right click on My Computer and choose
121962 -            properties
121964 -             ..
121965 -            Click on the hardware tab > device manager
121967 -             ..
121968 -            Click on view > show hidden devices
121970 -             ..
121971 -            Double click on Non Plug and Play drivers
121973 -             ..
121974 -            Search for
121975 -
121976 -                 - tmpreflt
121977 -                 - tmxpflt
121978 -                 - trend micro mbd driver
121979 -                 - trend micro tdi driver
121980 -                 - vsapint
121982 -             ..
121983 -            If found please right click on each and choose the
121984 -            uninstall option
121986 -             ..
121987 -            NOTE:You may need to restart the computer for every
121988 -            uninstallation of each of the device.
121990 -             ..
121991 -            Open up My Computer> Local C:> Program Files >
121993 -             ..
121994 -            Right Click on TRENDMICRO folder then choose delete
121996 -             ..
121997 -            Click start then run and type %temp%
121999 -             ..
122000 -            Delete all contents of temp folder
122002 -             ..
122003 -        B.  Download attached vb2007_win_en_setacl_20061106.zip and extract it
122004 -
122005 -            To extract, do as follows:
122006 -
122007 -            1.  Right click on the zip file and choose EXTRACT ALL.
122008 -            2.  Click on NEXT and click BROWSE.
122009 -            3.  Highlight (by clicking) the folder/directory where you wish to save the files to .
122010 -            4.  Click on OK.
122011 -            5.  Click on NEXT to start decompressing the files.
122012 -            6.  Click on FINISH once the process is complete.
122014 -             ..
122015 -            Run vb2007_win_en_setacl_20061106.exe by clicking on it
122017 -             ..
122018 -        C.  Installing PC-cillin Internet Security 2007:
122019 -
122020 -            Downloading and installing latest build
122022 -             ..
122023 -            Download and save the installer file on your Desktop by clicking on
122024 -            the link below:
122025 -
122026 -                 ftp://ftpuser:ftp-trend@ftp-download.trendmicro.com.ph/retail/tis15/1449/PCC15.0_b1449_full.ex
122028 -             ..
122029 -            Right click on the downloaded file and select there Rename
122030 -            Add the letter 'e' at the end of the file name (so it must
122031 -            be PCC15.0_b1449_full.exe) and press enter Run the
122032 -            installer file to proceed to the installation process
122034 -         ..
122035 -    4.  If this would still not be able to resolve the situation please send us another
122036 -        copy of the debug log files so that we can re-analyze it.
122038 -         ..
122039 -    5.  To gather the debug logs please refer to the link below:
122040 -
122041 -           http://esupport.trendmicro.com/support/viewxml.do?ContentID=EN-1032904
122043 -         ..
122044 -    6.  It is beneficial for our records to be up to date, by simply
122045 -        REPLYING back to this email.  Please let me know if I was able
122046 -        to resolve your concern(s) so I may formally close this case
122047 -        for you.  A simple "Close this case" note would do.
122048 -
122050 -  ..
1221 -
1222 -
1223 - 1441
1224 -
122401 - Received ref DRT 2 0001 from Len responding to the letter earlier
122402 - today reporting we decided to stick with version Seciruity 2006, per
122403 - above, and not install security 2007. ref SDS 0 655R
122404 -
122405 -    1.  Thanks for clearing that out.  I just had to say that cause you
122406 -        might think that I never provided a solution or replied back
122407 -        after you uploaded the files I need. ref DRT 2 0001
122409 -         ..
122410 -    2.  I'll be glad to assist you again Rod but I don't have the
122411 -        liberty to do callbacks.  Please call us and try to ask for me,
122412 -        if I'm free I can ask for the call to be transferred to me but
122413 -        otherwise, you'll have to speak to anyone who answers the call.
122414 -        ref DRT 2 NH5M
122416 -         ..
122417 -    3.  The instructions I sent you may look complicated but it is
122418 -        actually step-by-step and should take care of the problem.
122419 -        However, since you choose to continue using 2006, the best I
122420 -        can offer is extend it for up to 6 months. ref DRT 2 YH6I
122421 -
122422 -              [...below, letter to Trend Micro asks to extend
122423 -              subscription for another year. ref SDS 0 7P6H
122425 -         ..
122426 -    4.  About vulnerability check, have you already checked the links
122427 -        it gives you? ref DRT 2 5I6O
122429 -         ..
122430 -    5.  Have you checked if you have all those Microsoft
122431 -        patches/updates that our program mentions?  It would help if
122432 -        you can manually go to
122433 -
122434 -           http://windowsupdate.microsoft.com/
122436 -         ..
122437 -        ...to check for updates. ref DRT 2 TI7I
122439 -         ..
122440 -    6.  The update issue is not quite clear to me though.  By default,
122441 -        PC-cillin is set to check for updates and you will of course be
122442 -        notified about it. ref DRT 2 0J8H  If you want to stop the
122443 -        pop-ups, do as follows:
122445 -              ..
122446 -             Disable PC-cillin pop-ups
122447 -
122448 -             a.  Open the main console, then click General on the left
122449 -             b.  Click Preferences
122450 -             c.  On Pop-up manager, Click Configure button
122451 -             d.  Uncheck the things you dont want to be notified about
122452 -             e.  Click OK then Apply
122454 -         ..
122455 -    7.  Please do  let me know the results in detail.  If anything is
122456 -        unclear, do not hesitate to let us know and we're glad to help,
122457 -        ref DRT 2 IJ9I
122459 -         ..
122460 -    8.  VERY IMPORTANT:  In order for us to have a history of our
122461 -        correspondence, please do not delete the subject and the
122462 -        contents of this email. ref DRT 2 3K9M
122463 -
122464 -
122465 -
122467 -  ..
1225 -
1226 -
1227 - 1458
1228 -
122801 - Submitted ref DIT 3 0001 responding to Len's letter submitted earlier
122802 - today, ref DRT 2 0001, and received above. ref SDS 0 5C9J
122803 -
122804 -    1.  Thanks for your letter today offering to extend Pccillin 2006
122805 -        for 6 months, and responding to my letter, also today,
122806 -        requesting that payment of $50 for the new version 2007 that
122807 -        covered a full year be applied equitably to obtain a full year
122808 -        of updated virus definitions.  Since we have paid for a year,
122809 -        we should get a year.  If Trend Micro fails to perform on its
122810 -        agreement, then we will buy something else.
122812 -         ..
122813 -    2.  Want to be clear, I feel you have done an excellent job in all
122814 -        respects handling this case.
122816 -         ..
122817 -    3.  However, I am not skilled enough to manage Pccillin Security
122818 -        2007.  Since we have had success with Security 2006, it makes
122819 -        sense to continue with it, and not waste more time.
122821 -         ..
122822 -    4.  On the vulnerability check issue, I asked how to disconnect the
122823 -        report, because it disrupts my work.
122825 -         ..
122826 -    5.  On Disabling Pccillin popups, I ran through the steps in your
122827 -        letter today, shown below; they all look okay.
122829 -         ..
122830 -    6.  I don't know what "Outbreak Warning" is about?  Can you
122831 -        clarify?
122833 -         ..
122834 -    7.  The problem is the program updates itself without authority.
122835 -        Previously, when I decided to update virus definitions, I did
122836 -        that.  Now other folks are controlling the process on my
122837 -        computers, and that conflicts with our policy.  So there is
122838 -        some default set somewhere by someone at Trend Micro to simply
122839 -        take off and do things.  That is what I want disconnected.
122841 -         ..
122842 -    8.  Thanks very much for your assistance.
122843 -
122844 -
122846 -  ..
1229 -
1230 -
1231 - 2212
1232 -
123201 - Received ref DRT 3 0001 dated 070112 from Len at Trend Micro in the
123202 - Phillipines, responding to the letter, ref DIT 3 0001, submitted
123203 - earlier today, per above. ref SDS 0 7P6H
123205 -  ..
123206 - Len says...
123207 -
123208 -    1.  Can you attach a copy of your confirmation email.  If you are
123209 -        using a different serial number for 2006, I can easily grant
123210 -        your request [to extend the subscription getting virus
123211 -        definitions for another year, per above. ref SDS 0 7P6H] =).
123212 -        ref DRT 3 0001
123214 -  ..
123215 - On 061224, Millie received a confirmation letter for ordering the
123216 - initial virus definition subscription renewal. ref SDS 8 HF6I
123217 -
123218 -          [On 070114 submitted Trend Micro's confirmation letter to Len
123219 -          at Trend Micro. ref SDS 13 T63G
123221 -  ..
123222 - On 070103 installation of order received on 061224 failed, ref SDS 9
123223 - 0001, Trend Micro provided another Pccillin download, ref SDS 10 1T9L,
123224 - that also failed. ref SDS 10 IX4J
123226 -  ..
123227 - Trend Micro's letter from Len continues...
123228 -
123229 -    2.  Check serial number that's entered on your 2006 internet
123230 -        security also (click about on lower right corner of main
123231 -        console).  I need both information on your reply. ref DRT 3
123232 -        V25L
123234 -  ..
123235 - Serial number for the virus definition subscription extension Len
123236 - provided....
123237 -
123239 -
123240 - ...conflicts with the serial number shown in the program "About"
123241 - menu...
123243 -                      ..
123246 -           ..
123247 -          [On 070114 submitted serial number to Len at Trend Micro.
123248 -          ref SDS 13 T63G
123250 -  ..
123251 - Trend Micro's letter from Len continues...
123252 -
123253 -    3.  Check update settings also for pc-cillin:
123254 -
123255 -        1.  Open the PC-cillin Internet Security console.  Do any of
123256 -            the following:
123258 -                ..
123259 -            •  Click Start >Programs >Trend Micro PC-cillin Internet
123260 -               Security 2006 >Main Console.
123262 -                ..
123263 -            •  Double-click the PC-cillin icon in the Windows system
123264 -               tray.
123266 -             ..
123267 -        2.  The main console appears.
123269 -             ..
123270 -        3.  Click the Configure button for Automatic Update.
123272 -             ..
123273 -        4.  The Update information appears.
123275 -             ..
123276 -        5.  Simply remove the checkmark from AUTOMATICALLY CHECK FOR
123277 -            UDPATES then click apply.
123279 -         ..
123280 -    4.  Thing is when you do that, you will have to make sure that you
123281 -        manually click on UPDATE NOW on the main console just to make
123282 -        sure you are using all the latest components from us.
123284 -         ..
123285 -    5.  "Outbreak Warning" is what we send the clients if there is a
123286 -        serious threat that's on the wild.  It will tell you whether we
123287 -        are on alert for viruses and I advice you to keep it checked
123288 -        just to make sure you will be notified to update in case an
123289 -        outbreak happens.
123291 -  ..
123292 - Len's explanation sounds like Trend Micro somehow sends a message
123293 - through the Pccillin software program, which creates a security risk
123294 - to our computer, because there is no user authorization for the
123295 - access.
123297 -  ..
123298 - Notice of virus outbreaks occur routinely in the news.
123300 -  ..
123301 - Our policy on confidentiality and security is for people to send a
123302 - letter, like Len has done.  We will make a review, and take
123303 - appropriate action.  There is no evident benefit to compromise
123304 - security by giving someone direct access to our computers.
123305 -
123306 -            [On 070114 letter to Trend Micro asks how to turn this
123307 -            feature off. ref SDS 13 DM8Y
123308 -
123309 -
123310 -
123311 -
123312 -
123313 -
123314 -
123315 -
123316 -
123317 -
1234 -