Messenger protection

  • 1
  • Problem
  • Updated 11 months ago
  • Solved
  • (Edited)
I am running mobile security on a Samsung S5 with Android 6. Something keeps turning Messenger Protection off. Any ideas what is causing this.
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doughard

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Posted 11 months ago

  • 1
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TM_Pat, Employee

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Hello doughard and welcome to the Community!

Thank you for sharing this issue with us, apologies for whatever inconvenience this has caused you. 

The Messenger Protection of Trend Micro Mobile Security is only supported on instant messaging applications like Line and WhatsApp. Are you using those applications on your mobile device?

We'd love to hear from you soon!

Enjoy the rest of the week!

Trend Micro Home Users Community
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doughard

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Hi, I am using both Whats App and Line. I also have Facebook Messenger installed but don't use it much.
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TM_JustineM, Employee

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Hello @doughard,

Thank you for the information and apologies for the late reply. 

Do you experience this issue after restarting your phone or booting up after a charge? Can you check if the Trend Micro Mobile Security for Android is enabled on the Auto Start manager? Can you also check if all the permission for the Trend Micro Mobile Security for Android is enabled? You can check the permission of the Trend Micro Mobile Security for Android by clicking on this link.

Control your app permissions on Android 6.0 and up

Thank you and please do not hesitate to post or comment on this community.

Trend Micro Home Users Community
(Edited)
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doughard

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Hi Justine, thanks for getting back to me.
The problem happens randomly. Not just after a reboot or restart.  
I have checked Permissions for mobile Security and found all turned on except camera and storage. I have now enabled all permissions for Mobile Security.
To re-enable Messenger Protection I have to go to Accessibility / Services / Mobile Security, and turn it on again. It then works normally for a few hours before turning itself off again.
I hope this helps in identifying the cause of my problem.
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TM_JK, Employee

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Hi doughard,

Thank you for the update.

The reason why your Messenger protection is off is because the app needs permission from the mobile phone for this feature to run. These permissions will let the app get the needed data for the feature to work.

Since you have been able to turn this permission, the feature should now be working properly.

Please don't hesitate to post here for any concern.


Trend Micro Home Users Community
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doughard

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Hi team, that seems to have fixed the problem, thanks !
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TM_Ian, Employee

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Hi doughard,

Thank you so much for this wonderful update!

We're very glad to know that the issue is now resolved. Should you have further concerns, please do not hesitate to post here on our community!

Thank you and have a great day! :)

Trend Micro Home Users Community