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How to Fix Excel Issues Caused by Trend Micro (Office 365)

Here’s a step-by-step how-to guide to resolve Trend Micro issues with Excel (Office 365), including slow performance, freezing, and login problems caused by the latest agent update:

🛠 How to Fix Excel Issues Caused by Trend Micro (Office 365)

📌 Problem

Excel (Microsoft 365) may:

  • Freeze on startup

  • Open or close slowly

  • Get stuck on sign-in or authentication screens

These issues are linked to Trend Micro Apex One or WFBS agent version 14.3.1311.

✅ Solution Overview

Option A: Downgrade Trend Micro agent

Option B: Apply exclusions and config changes

Option C: Optional Excel add-in fix

🧩 Step-by-Step Guide

🔁 Option A: Roll Back to Stable Agent Version

1. Confirm Current Agent Version

  • Open Trend Micro Security Agent Console on affected machine.

  • Check Component Version under Help > About.

  • If it’s 14.3.1311, proceed with downgrade.

2. Uninstall Current Agent

  • Open Control Panel > Programs > Uninstall a program.

  • Select Trend Micro WFBS Security Agent or Apex One Agent.

  • Click Uninstall.

3. Reinstall Stable Version

  • Download installer for version 14.3.1299 from Trend Micro portal.

  • Run the installer and complete setup.

✅ Excel should open and work normally after reboot.

⚙️ Option B: Apply Trend Micro Configuration Fixes

1. Exclude Problematic Files and Folders

📁 Add these to the scan exclusion list:

Folders:

C:\Users\*\AppData\Local\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy* C:\Windows\SystemApps\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy*

Files:

C:\Windows\System32\Microsoft.AAD.BrokerPlugin.exe C:\Windows\System32\runtimebroker.exe C:\Windows\System32\BackgroundTaskHost.exe

2. Add Trust Exception for Autodiscover

  • Go to Trend Micro Web Reputation Settings (via Console or Policy).

  • Add:

    http://autodiscover.<your-domain>/autodiscover/autodiscover.xml

3. Modify Clipboard Delay Time

  • On the affected endpoint, go to:

    C:\Windows\System32\dgagent

  • Open or create a file called dsa.pro.

  • Add this line:

    clipboard_idle_time=5

  • Save and restart the Trend Micro Agent Service.

🧩 Option C: Disable Adobe PDF Add-in in Excel (Optional)

If Excel still feels slow:

  1. Open Excel.

  2. Go to: File > Options > Add-Ins

  3. At the bottom, next to Manage, select COM Add-ins and click Go.

  4. Uncheck: Adobe PDFMaker Office COM Addin

  5. Click OK and restart Excel.

✅ Final Check

After applying these fixes:

  • Launch Excel → Should open fast and authenticate normally.

  • Test Excel file save/open speed.

  • Try signing in via Excel account tab.

📝 Notes

  • These changes are safe and officially documented in Trend Micro KB articles.

  • If managing many devices, apply via Trend Micro Cloud Console policies.

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