Titanium 3.

0- Supportability
1. What are the different Support Tools that you have for Ti 3.0? Knowledge Base Training WIKI Diagnostic Toolkit

2. What are the ways to access the Diagnostic Tool Kit? Open the Start Menu Browse through the install folder of the program And for windows vista and 7 clients may use their search option

3. What are the different Tabs for the Diagnostic Tool Kit? Threats - This automatically help customers generate a Malicious Software Logs Temporary ID, and collects malware log for support analysis. Debug - Collects system information, system registry, AMSP debug logs, Titanium debug logs, installation logs, engine debug logs, AMSP configurations and TMS configurations. Helps engineer modify files even if AMSP service is running. The self-protection will be enabled automatically if AMSP service is restarted. Uninstall - Used to forcefully uninstall Trend Micro Security Components if the program could not be uninstalled successfully by the user. Details - SupportTool can list components in TMS; the information on SupportTool is the same as that on Component Information page of Titanium including the name of the program components, patterns and engines. The purpose of this list is to provide information in case that Titanium (AMSP service) cannot start successfully

4. Explain the process of generating the Malware Logs using the Threats Tab in the Diagnostic Toolkit. Collects malware log for support analysis.

 Click on the button Generates a Malicious Software Logs Temporary ID for the SIS Tool It would first Download Initial Package

This will create a temporary file underC:\Windows\Temp\supportcustomizedpackage.exe It would then Copy and Execute in Titanium Folder C:\Program Files\Trend Micro\Titanium\TrendMicro AntiThreat Toolkit Next it would Scan the Computer and send feedback to SPN Support Engineer analyze the information from SIS Customer run the ATTK package from Support Engineer

5. How do you collect Logs for Ti 3.0? 6. Whats the difference between the Debug Level 2 and Level 3? Debug Level 2 is Detail. The log file contains info, warning, error and fatal. While Debug level 3 is the Normal. The log file only contains warning, error and fatal. 7. What is the file path for the default Debug folder? C:\program files\trend micro\titanium\archive

8. Delete Titanium Security Updates Files deletes the content of what folder? Delete Titanium Security Updates Files. This deletes the content of C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaudata. 9. Delete Titanium Proxy Files deletes the contents of which folder? Delete Titanium Proxy Files which deletes the contents of C:\Program Files\Trend Micro\AMSP\Module\20004\temp 10.It is an alternate way to check the program version aside from the About Page. Details tab which would Display the current installed product version, serial number, and expire date. 11.Whats the difference between Soft and Hard Block? hardblock - wherein The user was not able to meet the system requirement therefore would not be able to install the program.

 soft block - wherein The user was not able to meet the system requirement however there is an option to proceed with the installation 12.What troubleshooting steps should you do when upgrading to a different version of Ti 3.0? Uninstall previously installed Trend Micro Titanium Product Or Make use of the diagnostic toolkit if uninstallation failed

13.True or False: Titanium 3.0 diagnostic toolkit can uninstall previous TAV/TIS and TIS PRO products FALSE

14.What are the different email processes that you need to check if theres a conflict in installing Ti 3.0? msimn.exe (Outlook Express) outlook.exe (Microsoft Outlook) Winmail.exe (Windows Mail) wcescomm.exe (Active Sync) Wlmail.exe (Windows Live Mail)

15.Give one registration Issue and how to resolve it. 16.True or False: Titanium 3.0 supports upgrade from previous version with the same SKU. TRUE

17.How do you change the serial number If the main console could not be opened? If the main console could not be opened, you may change the serial number through the registries Browse through HKLM\SOFTWARE\TREND MICRO Next Click on UniClient Then Click on 1700 folder Click on LicensePlugin And then last, double click on SN to modify the serial number 18.How do you resolve issues for Low Disc Space? Perform Microsoft Disk Cleanup Delete Trend Micro temporary update and proxy files with the diagnostic toolkit if the user is using Titanium maximum security the user may Optimize system performance by using System Tuner

19. Discuss 2 Issues and Resolutions for INSTALLATION. 20. Discuss 2 Issues and Resolutions for ACTIVATION. 21. Discuss 2 Issues and Resolutions for REGISTRATION.