Updates on some issues with Scanning and Trend Micro program turning off

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  • Article
  • Updated 10 months ago
  • (Edited)
Hello Everyone,

Here is the updated solution as of 8:00 PM PST for the issue with Trend Micro Security automatically turns on/off during idle or during a scan.

STEP 1: Identify if your Trend Micro Security Software already received the recent update. To check this, you may open the Trend Micro Security Software then click on the human-like shadow icon that is on the upper right part of the program. After clicking the icon, click on "About the Software". After doing that, click on "Component Versions" then look for the following components:
  • Behavior MonitoringCore Driver: 7.30.1099
  • Program InspectionEngine: 2.6.2027
Note: If the mentioned components is not yet updated, please wait until the update is finished since it should automatically check for program updates.

STEP 2: Run the Hotfix

If the same issue will persist after running Hotfix, kindly follow the instructions below:

1. Uninstall Trend Micro Security using the Diagnostic Toolkit
  • Press the Windows Button and letter "R" both on your keyboard at the same time to open the Run Console
  • Once the Run Console is open, type: supporttool
  • Click OK
  • Doing that will open the Trend Micro Diagnostic Toolkit. Once open, go to (C) Uninstall and then click on "1. Uninstall Software"
  • Wait for the uninstall process to finish then restart the computer when prompted
2. Run the Remnant File Remover Tool
3. Reinstall Trend Micro Security
Select the corresponding installer file below:
I hope this helps! Please let us know if the same issue will persist after performing the steps provided so we can arrange further troubleshooting process for your Trend Micro program.
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mickey limon, Official Rep

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Posted 1 year ago

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aaames17

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I tried the hotfix which did not fix the problem and then the complete removable, remnant file removal, and reinstallation.  It worked but only for about a week.  Now it's doing it again.  the icon disappears from the system tray spontaneously, quick scans run to completion but full scans stop without completing.  Willing to try something else, but if not will have to dump this and buy something that keeps working.
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TM_Pat, Employee

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Hello aaames17,

Thank you for letting us know about this issue that you encountered. Apologies for the inconvenience. We'll endorse your case to one of our Senior Engineers. We'll send you an email for more details.

Regards,
Pat
(Edited)
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Disie

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This reply was created from a merged topic originally titled Trend Micro Maximum Security crashing at random.

Windows 10 Preinstalled. Asus F555BA. Trend Micro Maximum Security Home Version
I've been using Trend for appx 8 years now and have never had a problem. It is crashing at random. I can't see a pattern, except I'm busy. I click to open on Start Menu, it opens the whole console, restarts Trend and after 5 or so Mins, crashed again for no apparent reason with no error report.t. I have uninstalled and reinstalled 5 times now to no avail. I have also run the troubleshooter, which did nothing at all.
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TM_Malik

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Hi Disie,

Sorry for experiencing this issue. Kindly try doing advised steps on this thread. Let us know if you encounter the same problem.

Thank you so much!
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Disie

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Which steps?
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CamillaFiorentino

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This reply was created from a merged topic originally titled PROBLEM.

I have been using Trend Micro since before 9/11 and have always been happy but the last few months have been a complete nightmare. Things are probably as BAD  as they could get. The program just shuts down completely or keeps running updates or installing or just goes missing multiple times per day. I have used the help desk and they tell me to reinstall which I've done but the same things keep happening. What seems to work perfectly is the reminder to renew subscription like clock work never misses a beat. Hounded by reminder for over a month with two months still to go.

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TM_Malik

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Hello CamillaFiorentino,

Sorry that you have to encounter this problem. It's normal that the Trend Micro program disables itself while it updates but not with a time where the program shuts down without any reason.

We were already collecting information on why this is happening and presented in this thread is the hotfix to help solve the problem. Kindly do the advised troubleshooting steps and then let us know if the issue persists.

Sorry again for the inconvenience but rest assured we'll do our best to help you out.

Regards,
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eddecie

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This reply was created from a merged topic originally titled Has any one experienced the problem with Trend Micro shutting down during a scan?....
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TM_X, Alum

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Hi eddecie

You may follow the instructions above to solve this. 

^X
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gsandrt

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This reply was created from a merged topic originally titled I think I picked up some Malware. Scan stops.

I think I picked up some Malware. My laptop is running slow. When I try to scan my Trend Micro Max Security wont complete a scan. I stos and turns off about half way through. Windows 10 using Trend Micro Max Security.
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TM_X, Official Rep

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Hi gsandrt

Can you please perform the steps above and let us know if they work?

^X
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herajasa

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I give up. I've been using this product for years, but I give up.
I've been having this problem for about two months now. I've uninstalled and re-installed three, maybe four times now (I've lost count). My files are current.
I've removed potentially conflicting programs.
I've run the hot fix. I've uninstalled using the toolkit. I've run the remnant file remover and reinstalled. Nothing fixes it.
Sometimes it loads when Windows loads, sometimes it doesn't and I start it manually. In any case, it won't stay on. If I run a Quick Scan, it gets to about 39 percent then shuts down. Sometimes it will restart on its own. Often it doesn't.
I'm currently shopping for other products, but wanted to let you know.
Very frustrating and disappointing
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TM_Kaye

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Hello herajasa

I'm sorry to hear that you are still encountering the same issue after following the recommended steps above. If possible, kindly contact our Technical Support hotline so our representative can further check and investigate this on your device. You may find our support hotline on the link below. 

Contact Trend Micro Technical Support

Apologies for this inconvenience and we will be waiting for your call. 

~Kaye
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kwusler

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Will not perform a full scan.  I uninstalled and installed Trend Micro on 8/2/18 according to the directions above and am notifying you regarding that also. Seems to me that something is running in the background.  Note:  I uninstalled and installed Trend Micro twice before the 8/2/18 installation and it performs good for a couple of weeks and then reverts back to not performing a full scan.  Please help!  Kathie  
The next day when the computer was turned on the Trend Micro icon showed scanning and stayed that way.  I do hear something running in the background.  When I access the Trend Micro main menu it indicates Protected with the option to scan.
(Edited)
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TM_Kaye

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Hi kwusler,

Thank you for explaining the issue you are encountering and the troubleshooting that you already done. I'm sorry for this inconvenience.

Please apply the hotfix on this link

I'll be waiting for your next update!

~ Kaye
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blu3s0da

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i've only started noticing for about 2 weeks now, while im watching a stream, the video freezes and after a while it comes back, but Trend micro restarts on its own. i also had the problem of the full scan not even getting to 10% and TM restarts. Doing a quick scan is fine. it was getting frustrating and i was starting to worry about the security of my laptop. Last night i tried doing the steps 1 and 2(hotfix). it didnt work. today, i continued with the steps(uninstalling, remnant remover, etc), and so far so good. Full scan is currently going as i am typing this and is at 11% which is past the usual percentage when the problem was happening. I'll update this thread in a few days to see if the problem persists. Thank you @Mickey Limon!
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TM_Pat, Employee

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Hi blu3s0da,

Thanks for trying out the steps that we provided. If you have any other concern or question, do not hesitate to reach out to us.

Regards,
Pat
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Ozzie

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ARGH! Like many above, this is the third time I have performed your 'fix' and it keeps dying regardless of what you ask us to do. It will last maybe 2 weeks and starts all over again

Uninstalled
Remnant remover
Reinstalled

My computer will start to choke and gag, freeze and then the Trend Micro Max will simply shut down. NO PROTECTION, NOTHING. 10, 15, 20 times a day.

We have been Loyal Trend customers forever and ever but I don't have the time to keep 'fixing' your program.

Please find and send a permanent solution STAT! Thank you!!!




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Tom Emmelot, Champion

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Hi maraisleon3

Did you follow this to?

If the same issue will persist after running Hotfix, kindly follow the instructions below:


1. Uninstall Trend Micro Security using the Diagnostic Toolkit
  • Press the Windows Button and letter "R" both on your keyboard at the same time to open the Run Console
  • Once the Run Console is open, type: supporttool
  • Click OK
  • Doing that will open the Trend Micro Diagnostic Toolkit. Once open, go to (C) Uninstall and then click on "1. Uninstall Software"
  • Wait for the uninstall process to finish then restart the computer when prompted
2. Run the Remnant File Remover Tool
3. Reinstall Trend Micro Security
Select the corresponding installer file below:
I hope this helps! Please let us know if the same issue will persist after performing the steps provided so we can arrange further troubleshooting process for your Trend Micro program.

Hope this helps.

Kind regards,
Tom
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gsandrt

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I tried Norton Internet Security.  The first scan said I had a malware named BrowserIPO. Now nothing running in background.  Just saying.  
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TM_X, Alum

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Hi maraisleon3

I'm sorry to hear of your experience. Please contact us via our channels on the specified support hours and our team will be able to assist you. 

Ways to Contact Support

^X
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maraisleon3

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@ gsandrt  do yo suggest I use Norotn AV instead?

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gsandrt

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Well you could always get a free trial at Norton it will pull the BrowserIPO malware  and then go back to trend micro and reinstall. My subscription was days away from running out here. So I am gone.  No hard feelings.  Trend is a good product but they missed this one.  
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maraisleon3

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I uninstalled X2 and reinstalled Using the Trend Micro Remnant File Remover tool 2 weeks later I have the same problem, Trend will start and stop several times  and eventually it will stop completely especially when streaming movies.
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TM_X, Alum

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For escalation

Please reference the new conversation here: Start-up Issues
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TM_X, Alum

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For escalation

Please reference the new conversation here: Start-up Issues
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tskinner-7

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This reply was created from a merged topic originally titled NOT WORKING WELL.

This antivirus needs to be fix, the icon keeps disappearing and keeps restarting which to me isn't very trustworthily especially for online shopping or banking. I need an antivirus that keeps me protected at all times.
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TM_Pat, Employee

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Hello tskinner-7,

We're sorry to hear about this experience of yours. We would like to ask if you have already tried doing the steps that we provided? Please let us know the result after trying out the instructions.

Regards,
Pat

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