Why does your anti-virus turn itself off?

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  • Updated 2 months ago
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This conversation has been merged. Please reference the main conversation: [Latest Update] "Restart Required" and "Connect to the Internet" message appears on your Trend Micro Security software

Why does your anti-virus turn itself off? I have been a customer for many years, noticing an odd problem when starting up my desktop: Windows flags an alert that the anti-virus (yours) is turned off. This is occurring with more frequency during the past year. Can anyone tell me why?
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pixability

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Posted 6 months ago

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TM_Kiko, Employee

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Hello pixability ! Welcome to the community!

We understand that you are having troubles with the Trend Micro Security program as it has been disabled automatically. Allow me to help you with this.

To provide an effective solution, we might need to know more about the past activities on your computer. Aside from the Trend Micro program, have you installed any other Antivirus programs? This may be the cause of this problem as there might be some conflicts with regard to the processes and resources that Security applications are using.

We would also like to know if you have done any reinstallation of the program or if you have done any version upgrade?

Also, can you recall if there are any Operating System update that has been on your computer as well?

Looking forward to your response.

Trend Micro Home Users Community
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barry.wells713

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Mine has just started turning off too.
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TM_Kiko, Employee

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Hello barry.wells713! Welcome to the community!

Can you tell us more about your computer set up? As stated above, can you tell us if there are any other Antivirus programs on your computer or even installed applications that you are not familiar with?

We will be waiting for your response.

All the best.
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Joan

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Mine has started doing the same thing.
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barry.wells713

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It has Windows Defender but never used it.  Trend Micro was fine till two days ago.
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Joan

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Mine was fine until a few days ago too. It keeps trying to install an update and then it turns off. I think the issue is on their end.
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TM_Kiko, Employee

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Hello Joan and barry.wells713!

Thank you for response and letting us know about the problem.

You have mentioned in the comment above that the problem started when the Trend Micro Security program attempted to install an update. This is a very important information that pin pointed the root cause.

When the Trend Micro program attempts to install updates, it downloads the updates first from our servers through the Internet. In this sense, can you recall having instability on your network? Chances are, while the security program is downloading the updates, some of it got lost along the way and the program tried to install and incomplete update leading to the problem.

I would suggest reinstalling your Trend Micro program through a download. This service is 100% free and this process will make sure that you have the latest version of the components and definition.

See this link for the free download and installation guide:

Installing Maximum Security

I hope this helps,

All the best.
(Edited)
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Joan

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I just uninstalled it and reinstalled it and it's doing the exact same thing.
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TM_Kiko, Employee

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Thanks for trying the reinstallation Joan.

Can we try another set of steps?

1. Ensure that we will be doing a fresh reinstall of the program. Run the Remnant file remover tool to uninstall the Trend Micro program and delete all the possible remnant files. Click this link to download the tool.
 - Just download and install the file and wait for it to ask you to restart your computer. Do not restart yet.

2. Run the Permission Tool to set your computer settings to fully allow the Trend Micro processes and files to run. Click this link to download the tool. Once prompted to restart, proceed with rebooting your machine.

NOTE: Both tool may look the same but they are of different use.

Then try reinstalling your Trend Micro Maximum Security program. 

All the best.
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Lianne

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I am having this problem as well. For me, it has been going on intermittently for a few days. It has become a constant problem as of last night. It seems to only be affecting my computer and not the other two in my household. My computer is running on Windows 8.1, whereas the other two are running Windows 10 and Windows 7. The most recent update for Windows 8.1 was on 5/9/2018, weeks before the issue began. I cannot download any new updates for Trend Micro and it seems to crash or turn off whenever I try (and it seems to try to update on its own and turns off randomly). I am going to try and uninstall and reinstall as per the instructions above.  
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TM_Ian, Employee

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Hi @Lianne!

Apologies for the inconvenience. We are still investigating the root cause of this issue on the Trend Micro program. 
In the meantime, we advise that you perform a fresh reinstallation of the program as mentioned by TM_Kiko and see if the issue will persists.

Thank you so much for understanding. Have a great day!
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woodartisan55, Champion

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As of this morning, Friday, 06/01/2018, I am having this same problem. If I try to download the latest update before a scan, Trend Micro turns off. I've restarted, scanned with what I have, shut down my modem for a bit, pretty much everything and the problem still appears to exist.

What Trend Micro tools are available to solve this? Greatly appreciate the help...Tim 

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TM_Ian, Employee

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Hi @woodartisan55!

As of the moment, we are advising a fresh reinstallation of the Trend Micro program. Thank you. :)
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woodartisan55, Champion

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Just as an addition to the above TM_Ian, in the last two days I have seen on the local news about "modem hacking", the solution to which is to disconnect your modem from power for a while (which is why I have done this). What does trend Micro know about this?

Here is a link to the story out of San Francisco:

http://abc7news.com/technology/fbi-urging-public-to-reboot-routers-to-stop-russian-malware/3531632/

(Edited)
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TM_Ian, Employee

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Hi @woodartisan55,

Thank you for the response. I believe you're referring to the VPN Infector that has affected at least 500,000 routers worldwide. Trend Micro has been aware about this security issue and has provided solutions to address this via the Trend Micro Home Network Security.

To know more about this, please visit the link below:

Reboot Your Routers: VPNFilter Infected Over 500,000 Routers Worldwide

You may use our free tool Housecall for Home Networks to check the security status of your router. Please click here for more information.

We hope this information helps! Thank you again and let us know if the issue on your Trend Micro program still persists after reinstallation. 

Happy weekend! :)

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