2. The Active Update Internal Error 47 message in Trend Micro PC-cillin Internet Security 2004 and 2005 SID : 17051  The pattern file was corrupted during the download process.  Delete the contents of the following folders: Note: These folders contain the temporary files downloaded during the update process. It is necessary to delete the temporary files so that the directory will be clean when the update files are downloaded.  \Program Files\Trend Micro\Internet Security\Au_BAckup  \Program Files\Trend Micro\Internet Security\Temp  \Program Files\Trend Micro\Internet Security\AspmData

3.  \Program Files\Trend Micro\Internet Security\Backup Restart the computer and update again. Perform a manual update of the pattern file: PC-cillin Internet Security 2004 PC-cillin Internet Security 2005 Initiate an update by clicking the Update button. This should prompt a message that there is no update available. Observe the system until the next update

4. ACTIVE UPDATE  28 or 56 – Error connecting to the Internet  48 – End Task other programs/ applications  -4, 16, 58 – Free some disk space  -1, -5, -8,7, 11, 12,19, 24, 26,29, 32, 33,43, 46, 50, 51, 53,54, 57, 59,60 = update unsuccessful

5. Email Troubleshooting

6. Start Are they using a Supported Email Program ? Yes No End A Was Email Sent/ Received? No This may not be a problem as the Email Protection feature of PC-cillin are not interacting with the software. Did it Resolve the Problem? No Yes A Restart PC, then check Again. If problem persist, Please contact ISP for updates with Mail Configuration Please enable the Incoming/ Outgoing Email scan of Pc-cillin B To Isolate further, please disable the Incoming/ Outgoing Email scan of Pc-cillin To disable or enable the Outgoing/Incoming Mail Scan, please refer to the KBID below: PC-cillin 2005 OUTGOING: KBID 17026 PC-cillin 2005 INCOMING: KBID 17025

7. To enable the outgoing (SMTP) email scan pop up message: 1.Open the PC-cillin Internet Security program window by going to Start > Programs > Trend Micro Internet Security > Trend Micro Internet Security. 2.On the right-hand sidebar, select Email > Mail Scan > Outgoing Email. 3.Select the Display pop up message when scanning mail option. Note: Outgoing (SMTP) email scan must be enabled. 4.Click Apply. To disable the outgoing (SMTP) email scan pop up message: 1.Open the PC-cillin Internet Security program window by going to Start > Programs > Trend Micro Internet Security > Trend Micro Internet Security. 2.On the right-hand sidebar, select Email > Mail Scan > Outgoing Email. 3.Uncheck the Display pop up message when scanning mail option. Note: Outgoing (SMTP) email scan must be enabled. 4.Click Apply.

8. To enable the incoming (POP3) email scan pop up message: 1.Open the PC-cillin Internet Security program window by going to Start > Programs > Trend Micro Internet Security > Trend Micro Internet Security. 2.On the right-hand sidebar, select Email > Mail Scan > Incoming Email. 3.Select the Display pop up message when scanning mail option. Note: Incoming (POP3) email scan must be enabled. 4.Click Apply. To disable the incoming (POP3) email scan pop up message: 1.Open the PC-cillin Internet Security program window by going to Start > Programs > Trend Micro Internet Security > Trend Micro Internet Security. 2.On the right-hand sidebar, select Email > Mail Scan > Incoming Email. 3.Uncheck the Display pop up message when scanning mail option. Note: Incoming (POP3) email scan must be enabled. 4.Click Apply.

9. B Verify with ISP if there was a change in the Ports Used for Incoming and Outgoing. Regular Ports would regularly be: POP3 = 110, SMTP = 25 Was there a change with ISP? No Yes Did it Resolve the Problem? No Yes A Please edit the Exception List on the Firewall for SMTP and POP3 to adjust them with the new Ports PC-cillin 2004: KBID 17039 PC-cillin 2005: KBID 22016 Get the Log Files, then Escalate A Log files include: A. Debug Log For PC-cillin 2005: KBID: 22193 B. System Information: KBID: 1583915839 C. Screen shot of any error message received with the Email Program