This article serves as a guide when submitting an email support case for product or virus/malware issues to Technical Support. Included in the article are brief definitions of the available product and virus/malware issue categories.
Before communicating with a Trend Micro technical support representative, refer to this KB article for some important reminders: Tips before contacting Trend Micro Technical Support.
To submit a support case:
- Go to Business Support > Contact Support .
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Under the Support Request Form section, click Open a Technical Support Case.
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In the Support Request Form, go to the Issue Information tab. Using the Issue Category dropdown menu, select the category that applies to you. Refer to the following desciption of each of the category:
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Product Issues:
- Appliance Hardware - For hardware-related issues affecting a Trend Micro appliance product (ie. Network Viruswall, Interscan Gateway Security Appliance, Interscan Messaging Appliance, etc.)
- Installation - Problems installing the entire product or a component of a product.
- Uninstall - Problems removing a component or the entire product from the system.
- Update or Rollback - Issues related to component updates and rollback such as pattern and scan engine update failures.
- Configuration - Issues relating to setting up and enabling a functionality of a product like Realtime scanning, notification, Firewalls, and etc.
- User Interface Defects or Documentation Questions - Management Console or Client-side console problems and product documentation (Installation Guide, Administrator Guide, or Online Help concerns.
- Performance (i.e. System Slow-Down or High CPU) - Degradation or poor system performance after enabling a function or installing the product.
- System Crash - Crash, hang, Blue-screen-of-Death (BSOD), ABEND, Core Dump, etc. after installing a component, enabling a feature, or installing the product.
- Compatibility
- Other Product Related Questions - Other technical concerns that do not fall within the above categories.
- Account Administration - Issues enabling or disabling access to an online account.
- Licensing and Activation - Issues related to Product Licenses and Activation
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Threat Issues:
- Threat Sample Analysis (File, Email, URL) - Submit malicious samples for analysis
- System Infection / Compromised Environment - Seek assistance in checking if the system is infected by a malware or threat.
- File False Positive - File was detected incorrectly as malicious
- Phishing Email
- SPAM - Request to analyze messages you feel should have been classified as SPAM
- SPAM False Positive - Submit for analysis samples that were incorrectly detected as SPAM
- URL Reclassification - Request re-validation of a blocked website or URL.
- Threat Enquiry
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In the Description section, briefly describe the issue or the type of inquiry that you would like assistance on. Limit the description to 1500 characters.
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For Product Issues, you can upload supporting files such as log files or sample installers. If you do not have any supporting files or logs, run the CASE DIAGNOSTIC TOOL (CDT). The tool will collect the necessary log files and other details that will help Tech Support resolve the issue. Refer to the CDT Readme for instructions and additional information.
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- Once done, click Next.
- In the Customer Information tab, fill out the needed fields. Make sure to specify your Company name and a valid email address. Click Submit.
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You will receive a confirmation once you have successfully submitted the request. Click Close.
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- An email notification will be sent to you containing the details of the case (Case ID, etc).
