Facebook logs me out and returns a message to scan my device because Facebook thinks device is infected. Trend scans show no threats.

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  • Problem
  • Updated 7 months ago
  • Acknowledged
This month I have been receiving messages from Facebook to scan my device - that Facebook believes my device is infected with malware. I have run a complete scan and there are no threats on this device. How can I be sure Trend is working properly? Sometimes when I log in I get a message that my windows security is turned off and to click to turn it back on. Facebook keeps me logged out for days at a time. Sometimes Facebook only blocks me from sharing links. This has happened repeatedly :(
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Becky

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Posted 7 months ago

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TM_Ian, Employee

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Hi @Becky and welcome to the community!

Thank you for posting your concern here.

I believe that the message you are getting to scan your device before logging in to Facebook came from the Trend Micro Housecall for Facebook. 

Just to verify, did you click the "download" button from the message you got on Facebook for the Trend Micro Housecall? If yes, did you scan your computer using the Trend Micro Housecall or just the Trend Micro Maximum Security that is installed on your PC? 

To know more information as to why you're getting this message when logging on to your Facebook account, you may visit the link below from Facebook:

Making malware cleanup easier

If the issue persists, please provide us a screenshot of the issue that you're having. Apologies if it caused you any inconvenience.

If you are having issues with the Trend Micro Maximum Security on your PC, particularly if it is being turned off automatically, please try to restart the components of the program. You may visit the link below for instructions:

Restarting the Components of your Trend Micro Security program

We'll wait for your response! Have a great day!

Trend Micro Home Users Community
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Becky

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No, Facebook wants me to scan with Kaspersky Lab, which is a Russian firm. I won't click any such download. Maybe Facebook itself has a virus. I have only run scans including a full scan from my Trend Micro Maximum Security options. 

Here is the message that prevents me from logging in:

"Hi Rebecca, we're continuously working to keep your account secure. We've noticed that this device may be infected with malicious software. To continue to use Facebook, you can either use other devices or clean this device by downloading the scanner provided by Facebook and Kaspersky Lab."
(Edited)
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TM_Victor, Employee

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Hi Becky,

Thank you for updating us regarding this concern.

Since it is Facebook that is requesting and blocks during sign-in, I think it would be best to contact first Facebook support to confirm this scan action and procedures to perform for the Kaspersky lab software in order to gain access of your account. I think this is one of the policies that they have implemented to protect you from malicious files over the web.

You may try to contact Facebook by clicking on this link - Facebook Help Center

We'll wait for your response! Have a great day!

Trend Micro Home Users Community
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Becky

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Thank you for your replies. After several days it seems to have resolved on its own (for now) and I am no longer receiving the message. 
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TM_Ian, Employee

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Thank you for this update!

Trend Micro Home Users Community