Has the latest Windows Update for my Microsoft Surface Pro snoozed TM Maximum Security?

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Has the latest Windows Update for my Microsoft Surface Pro snoozed TM Maximum Security? 

I regularly run Program Updates (virus definition updates) and the full virus scans but in the past few days the updates have taken very long to run and just today the pop up screens for both the Main Console and Program Update simply closed on their own. Usually I am informed that I have either received a new update or that Maximum Security is up to date. 

Now Windows tells me Maximum Security has snoozed. Is there some incompatibility? Is my computer unprotected now? I have since activated Windows Defender, just in case. Please help.
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ee_elaine

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Posted 3 months ago

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TM_Malik, Employee

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Welcome to the Home Users Community, ee_elaine!

The Windows Updates should not, as much as possible, affect the Trend Micro program in any way. Just to confirm, may we ask if you have installed updates for Windows 10 or have you upgraded from Windows 7/8/8.1 to Windows 10?

For now, please check if the Trend Micro program or any process that has Trend Micro Inc. labeled as Manufacturer is enabled in Startup. For Windows 10, you can check that by opening Task Manager > click "more details...". For other version of Windows, Startup can be checked on the System Configuration window > Startup tab.

If the Trend Micro program is still installed, you can double-left click on the Trend Micro Maximum Security shortcut icon on your desktop.

Let us know what happens then.

By the way, we see that you are subscribed to Premium Support Plan so you are entitled to access our 24/7 Premium Support Hotline in case it's more convenient for you.

Best Regards
(Edited)
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dsbusiness510

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I'm having the same problem i clicked on task manager, clicked on details and i didn't even see Trend Micro on the list. It's weird, i can't even open it and the status always say snoozed. I just recently updated my Windows 10 software as well.
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TM_Malik, Employee

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Hi, dsbusiness510.

I just want to confirm, you do not see any Trend Micro Inc. as Manufacturer on the Task Manager?

For now, feel free to install the latest version of the Trend Micro program that's purchased from BestBuy - BestBuy Installer.

Let us know if you need further assistance. Thank you! =)
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TM_Malik, Employee

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Thank you! Let me know what happens then. If you receive any error or something weird, please feel free to send a screenshot for that.
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TM_Malik, Employee

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You should see a process on your Task Manager if something is being installed on the PC. Well, to make sure there are no programs being installed, you can restart the PC.
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dsbusiness510

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Ok i hope this is fixed soon
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TM_Malik, Employee

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I hope so too. Feel free to send us your reply for any updates. Thanks! :)
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dsbusiness510

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i think my computer is infected what does it mean when the software says it's snoozed? That's what it says on the side of the Trend Micro icon when i open it up in security and maintenance tab in the control panel.
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TM_Malik, Employee

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Hi, dsbusiness510. It means the Trend Micro program is turned off/temporarily disabled. This is possibly caused by a conflicting program. Can you send us a screenshot of the window saying that the Trend Micro program is snoozed? It should show us all the security programs installed on your PC.

If there are any other security programs aside from Trend Micro, I advise you to uninstall the conflicting program and reinstall the Trend Micro program.

Thanks!
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snepp1

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I have this same problem after  Windows 10 automatically updated to Fall Creator update.
Tried removing & then reinstalling Trend Micro maximum Security 12.0.  During reinstall was asked to remove existing TM installation so did that.  No other incompatible programs identified to be removed.
After reinstall TM opened and did an update search and download.
Then opened the main console window which shut by itself and Defender is showing Trend Micro Maximum Security is snoozed and can't be reopened.Cannot work out how to "unsnooze" TM.
(Edited)
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TM_Malik, Employee

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Hello, snepp1. It's good to have you here in the Community!

Can we check some services just for normal troubleshooting?

On Services window:
  • Please open run command (press on the Windows key and letter "R" on your keyboard)
  • Type services.msc and click OK
  • Check for the service Trend Micro Solution Platform on the list. Please make sure it's running and set to automatic. If not, stop the service and check the properties. Please configure the properties as advised.

On System Configuration window:
  • Please open run command (press on the Windows key and letter "R" on your keyboard)
  • Type msconfig and click OK
  • Go to Services tab and tick "Hide all from Microsoft Services"
  • Please make sure Trend Micro Solution Platform and Platinum Host Service are checked
  • Click Apply and Okay. Restart if there are necessary changes

Hope this helps, please let us know the results. Thank you!
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snepp1

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Thanks for feedback & suggestions.
Done above and restarted.
After restart, msconfig shows both Trend Mico Solution Platform and Platinum Host Services running and in services.msc, Trend Micro Solution Platform Running and automatic.

However, Windows Defender Security Centre still shows



 and I am unable to open and run TM by clicking on the link or in any other way.
TM starts and icon shows in task bar but then disappears
(Edited)
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TM_Malik, Employee

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Thank you for your reply, snepp1.

Can we ask for the version of your Windows 10 (and the OS build)? You can type winver and click OK on run window.

Please also check the components listed below, let us know if they match:


You can check the Trend Micro components by opening the Trend Micro Diagnostic Toolkit > Details tab.

Sorry again for receiving this issue. Please let us know the details and we'll consult this to our technical specialists.

Thank you!
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snepp1

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System reports as Windows 10 Version 1709 Build 16299.431

How do I find then open  "Trend Micro Diagnostic Toolkit > Details tab"?
I have found some info which confirms most compare to the list provided
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TM_Malik, Employee

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Hi snepp1, please install the Windows 10 Version 1803. Just check for Windows Updates and install latest updates. Then reinstall the Trend Micro program.
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TM_Malik, Employee

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Hello ee_elainesnepp1, and dsbusiness510. Please make sure to check & install Windows updates and try reinstalling the Trend Micro program again. Kindly let us know if you encounter the same issue.

Thank you!
(Edited)
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dsbusiness510

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Thank You, hopefully it does
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TM_Malik, Employee

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Thanks as well, dsbusiness510. Please let us know the results. :)

Best Regards,