Scheduled Scan is NOT working

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  • Updated 4 months ago
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It appears as if the Scheduled Scan is NOT working. I've looked for info on the site, bu they just keep pointing to screen savers and hibernation modes. My computer has hibernation turned off. Is Trend saying that since I password my screensaver, it won't run a scheduled scan.

HELP.
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jdharry

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Posted 3 years ago

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TM_L, Official Rep

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Thank you for reporting this issue. We understand that the scheduled scan of your Antivirus+Security does not work even after you turned off hibernation mode. You are right -- scheduled scan feature also will not start when you have a screensaver running and when you have fullscreen mode running (e.g. viewing full screen videos). So, we suggest that if you haven't disabled your screensaver yet, please follow the link below in "Disable Your Screensaver" section:
Scheduled scan of Trend Micro Security software is not working-

After disabling your screensaver (and assuming you're not running anything in fullscreen mode), please check if scheduled scan works or not again.

Let us know if the solution resolves your issue, and we'll assist you if you still encounter problems. Thank you. 

Trend Micro Home Users Community
(Edited)
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jdharry

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I think my frustration with that solution is Trend is asking me to remove password protection from my computer for a piece of security software.  That is incredibly frustrating.  This sincerely needs to be changed in the coding.

Individuals should be able to secure their computer and use Trend Security.

Any thoughts would be appreciated.
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TM_L, Official Rep

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@jdharry  Scheduled scan will start if your computer is locked (keyboard: Windows key + L) without screensaver, so that your PC is still secured with password. If screensaver is running at any time, with PC locked or unlocked, scheduled scan will not start. If you'd like to keep screensaver enabled, an alternative is to start the scan manually and lock the PC, which would activate screensaver after the specified time. Please let me know if this works for you. If not, we'll definitely pass the feedback to product development team.
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engrron

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I get it but it's stupid.  Other programs can start automatically at a set time, so could you if you wanted happy customers.
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TM_L, Official Rep

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@engrron We understand your needs and apologize for not being able to meet your expectation. We'll pass your feedback to product development for product enhancement considerations. Thank you.

Trend Micro Home Users Community
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TRISH

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I tried both the fixes and neither one worked. My computer was already set that way and still won't scan.
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TM_L, Official Rep

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@TRISH Sorry that the solution doc didn't help. The following conditions also need to be in place when scheduled scan starts:
● Your computer is not on sleep mode
● You're logged into Windows (can be locked)

Please try and let us know if this resolves your issue. Thanks!

Trend Micro Home Users Community 
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58kopykat

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Still doesn't work. Bad end user consideration.
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TM_Ian, Employee

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Hi @58kopykat,

Apologies for the troubles. For this issue, please refer to this link:

Scheduled scan of Trend Micro Security software is not working

If the issue persists after following the steps, make sure that the Scheduled Scan is properly configured. Here is the link for the steps:

Configuring the Scheduled Scan of Trend Micro Security

We hope this helps!

Thank you and have a great day! :)

Trend Micro Home Users Community 
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John Gideon

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I'm considering changing protection products based on this one feature.... I need this program to WORK WITH ME... I will not go to all these ridiculous steps and making these time consuming changes to my computer just to manipulate my computer to get your program to WORK WITH ME... your programming might be needed for corporations, but the residential version should not have to experience this useless procedure... This should be a simple fix for your programmers, unless they are lazy.... I personally am looking for a BETTER antivirus that will work with my needs and offer better choices....
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58kopykat

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Either I'm not understanding you or you're not understanding me. You want the laptop to always be on regardless of lid or time. I believe that's how mine is set up. If it isn't what you mean then you need to walk me through step by step.
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Tom Emmelot, Champion

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Hi 58kopykat

It is all in the window above, did you find that window?
Here from you, but it is my time to go to bed so maybe tomorrow.

Kind regards,
Tom
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TM_Nick, Employee

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Hi 58kopykatKathy Dunlapezabecki

and thank you Tom Emmelot ,

If you already did the troubleshooting steps on this link: Scheduled scan of Trend Micro Security software is not working proceed to the instruction below, if not try first to check the link and follow the step by step procedure.

Before configuring your Trend Micro settings, try first to check if there is an available program update by right clicking the Trend Micro icon on the system tray and choose "Check for Program Updates" latest version is 12.0.1226. 

If the components are up-to-date then start configuring your Trend Micro Scheduled Scan: Configuring the Scheduled Scan of Trend Micro Security

Try first to set it up sooner while you are actively using the computer like 30 minutes after you set it up for us to check if it will work. If it works, then try to change the scheduled scan on your desired time and check if the issue will still persist.

Let me know if it works.

Thank you!

Regards,

Nick
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58kopykat

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OK sending me the exact same link with 2 labels is insulting. And if you researched my thread and posts, you would know these have already been thrown at me and everyone else who has had this issue - namely everyone who wants to have a scheduled scan while they aren't in front of their computer. My scan is correctly scheduled. My laptop has screensaver off, sleep off, hibernation off, stays on when the lid is closed, and no full-screen programs running. I set up the scan to run while I was in front of the laptop and guess what?! No scheduled scan happened. Hmmm, I think there just may be an issue with your software here. Looking at my research on this site for this issue I see complaints way back to 2012. 6 years later it is still a problem. I never had this problem with any other security software. I am forced to use your product because of my Geek Squad Protection.
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TM_Nick, Employee

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Hi 58kopykat,

Apologies for the same link, since you are still encountering the issue I suggest for you to contact our phone support for them to assist you better.

You may refer to this link for ways on how to contact our support.

Since your subscription is from Best Buy our engineers will transfer the call to our level 2 engineers.

Regards,

Nick 
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steve.whaley

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having the same problem. Scheduled Scan used to work. Suddenly stopped. Have not altered PC configuration, sleep, hibernation, screen saver, etc.  Problem is with Trend, NOT MY PC!!!
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Created new thread

Please reference the new conversation here: Scheduled Scan is not working
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Tom Emmelot, Champion

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Hi steve.whaley

I quote, Nick

If you already did the troubleshooting steps on this link: Scheduled scan of Trend Micro Security software is not working proceed to the instruction below, if not try first to check the link and follow the step by step procedure.

Before configuring your Trend Micro settings, try first to check if there is an available program update by right clicking the Trend Micro icon on the system tray and choose "Check for Program Updates" latest version is 12.0.1226. 

If the components are up-to-date then start configuring your Trend Micro Scheduled Scan: Configuring the Scheduled Scan of Trend Micro Security

Try first to set it up sooner while you are actively using the computer like 30 minutes after you set it up for us to check if it will work. If it works, then try to change the scheduled scan on your desired time and check if the issue will still persist.

Let me know if it works.

Kind regards,
Tom

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TM_X, Official Rep

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Hi steve.whaley

Please follow Tom's suggestion and let us know how it goes. 

Thanks, Tom Emmelot! :) 

^X
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steve.whaley

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This reply was created from a merged topic originally titled Scheduled scans are not running..

Have run in the past with no problems, however, Scheduled Scans just started NOT to run.
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TM_Kaye

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Hi steve.whaley

Have you followed the instructions provided by Tom Emmelot
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TM_Pat, Official Rep

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Created new thread

Please reference the new conversation here: Scheduled Scan is not working
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steve.whaley

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I am not new to Trend. I've had it for years. Tom's instructions are simply on HOW to set up a scheduled scan, which I've had for years and worked fine until just recently. I know HOW to set up a scheduled scan.  I want to know WHY it's not working as it has done in the past and WHY I should continue to renew/pay for something that doesn't work.

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Created new thread

Please reference the new conversation here: Scheduled Scan is not working
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Hi steve.whaley,

Aside from the screen saver and power settings, there are other factors that your Trend Micro program is taking into consideration before it will allow the scheduled scan to run. And those are:
  • If you're using running a full screen application at the time of your scheduled scan
  • High CPU/Disk is busy
  • System Busy (File copy behavior, software installation)
  • Ongoing manual scan/ ongoing software updates
From the list given above, the CPU usage must be taken into consideration and probably the full screen application as well. On the other hand, please try to check if you already have the latest version of Trend Micro Security and perhaps update the software just as suggested by Tom Emmelot.

Regards,
Pat
(Edited)

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