The Search function in the Business Support Portal allows you to query knowledge base articles, product documentation, Q and A discussions, Ideas Exchange topics, Threat Encyclopedia topics, and even your Cases and Files for Analysis.
| Knowledge Base Articles | These articles cover issues encountered by customers and engineers, and the steps to resolve these issues. KB articles range from tips, how-to’s, configuration guides, and alerts to advisories, notable malware or threat warnings, hot topics, known issues, and new releases. |
|---|---|
| Product Documentation | This is also known as the Online Help Center. You can find product manuals and guides in Trend Micro’s Document Center. It contains the Online Help, administrator guides, deployment guides, system requirements, installation and upgrade guides, and more. |
| Questions | These are question and answer discussions. In most cases, questions come from customers and are answered by either product experts or by other customers. At the moment, the discussions are only available for Deep Security. |
| Ideas | These are topics or ideas from the Ideas Exchange page. Ideas Exchange is a feature of the Business Support Portal that allows customers and partners to submit their ideas about features or functionalities in order to help improve the product. It contains the description of their ideas and the responses from other customers and the Trend Micro Product Team. For more information, please visit this Ideas Exchange KB Article. |
| Threat Encyclopedia | Latest technical information about malwares, spam, vulnerabilities, and Network Content Inspection rules by Trend Micro’s threat experts are found here. |
| Cases | These are support requests that you have submitted. |
| Files for Analysis | These are files that you submitted to threat experts for analysis. |
This article discusses the different ways to search for information in the Trend Micro Business Support Portal. Tips and advanced search techniques such as using operators, wildcards, etc. are also covered.
General Tips
- Double-check your spelling.
- Use keywords that closely describe your issue. If you have an error code, use that error code and specify the product name. Using a single search string will generate more results, but the relevance may not be high. For best results, use a combination of search strings, such as product name and error code or symptom. For example: “apex one agent upgrade”.
- Include keywords and key phrases that describe the issue you encountered or from messages that appeared on your computer screen or product console.
- Remove unnecessary words from your search query like, "how" and "to". For example: "error after installation", "scheduled update stops".
- Use the exact error message or error code for your search. For example: "error code 7", "at least one exchange server is outdated".
- Clear filters to broaden your search.
- For best results, try using:
- Wildcards [*, ?]
- Operators [and, and not, or]
- Group Keywords [parenthesis, quotation marks]
Using Search Operators
- Use AND to find items that match all of the search terms.
- Use AND NOT to find items that don't contain the search term.
- Use OR to find items with at least one of the search terms.
- Use parentheses to group search terms together. Grouped search terms are evaluated before other search terms in your string.
- Use quotation marks to find items that match all of the search terms in the order entered.
- When you combine multiple operators in a search string, they are evaluated in this order: (1) parentheses, (2) AND or AND NOT from right to left, and (3) OR.
Wildcard Usage
- Use * to find items that match zero or more characters at the middle or end of your search term.
- Use ? to find items that match only one character at the middle or end of your search term.
Wildcard Limitations
- The more focused your wildcard search, the faster the search results are returned, and the more likely the results will reflect your intention. For example, to search for all occurrences of the word prospect (or prospects, the plural form), it is more efficient to specify prospect* in the search string than to specify a less restrictive wildcard search (such as prosp*) that could return extraneous matches (such as prosperity).
- You can't search for a ? or * in a search phrase that is enclosed in quotation marks or when exact phrase is selected in the search scope because they function as wildcards. For example, "my wo?d" matches "my wood" and "my word".
- We don’t support leading wildcards at the start of a search term, with the exception of standard lookups.
You can search the Knowledge Base, Product Documentation, Threat Encyclopedia, and Ideas Exchange using the main search bar in the Trend Micro Business Support Portal landing page.
For best results, narrow your search by entering two (2) or more search strings, and then selecting the related product by clicking the All Products dropdown arrow.
The 2nd-level pages such as Technical Support, Threat Help and Research, Renewals and Registration, Contact Support, Support Policies, Product Vulnerability, and Ideas Exchange also have have the search bar. It is located at the upper right corner of the page. The only difference with this search bar is you cannot select a product after entering the search string.
However, if you add the product name to your search string, you will get similar results.
Similar to the 2nd-level pages, there is a search bar inside all product landing pages, such as the Apex One Product Landing Page. The search bar is also located in the upper right corner of the page.
However, please note that these search bars are pre-filtered by product name. For example, if you searched for “install agent” using the Apex One Product Landing Page search bar, then the search engine will return related topics automatically filtered for the product Apex One. Therefore, make sure that you are in the correct product landing page before entering the search string to gather the best results.
Each KB article also has the search bar located in the upper right corner of the page. Similar to the 2nd-level pages, you cannot select a product to filter the search results during your initial search. However, if you add the product name to your search string, then you will get similar results.
When you are logged in to the MySupport Portal, the same search bar is available in the upper right corner of all pages (2nd-level pages, product pages, and KB articles). As an added feature, you will be able to search for Cases and Files for Analysis that you own.
You can also use the search bar to find KB articles and documentation on Trendmicro.com. To search, click on the spyglass icon and the search bar will appear. For best results, specify the product name together with your search string. For example: “Apex One install agent”.
You can also search the Business Support Portal using Google. For best results, specify the product name together with your search string. For example: “Apex One install agent”.
Additional tips and tricks for Google Search can be found in here.
On the left pane of the search results page, you will find filters to further narrow your results. The two main filters are Type and Product. You can filter by the type of information by selecting “Articles”, “Product Documentation”, “Questions”, “Threat Encyclopedia”, or “Ideas”. Next to the type of information, you will see the number of results that was found.
Zero (0) means there was no information found related to your search string. Trend Micro monitors searches that return zero results and creates relevant articles accordingly. On the main search result page, you will also see the total number of related pages that was found as well as how many results were found.
You can open results by clicking the title. This will open the content in the same browser window. Clicking the tab icon beside the title will open the result in a new tab.
By default, the Search Results Page shows 10 results per page. You can increase the value to 20 using the per page dropdown at the bottom of the search results. Additionally, you can browse the results pages using the navigation arrows.
