Trend ScanMail real-time service is installed on this Exchange server but the service is stopped

[This topic is intended to address a specific issue called out by the Exchange Server Analyzer Tool. You should apply it only to systems that have had the Exchange Server Analyzer Tool run against them and are experiencing that specific issue. The Exchange Server Analyzer Tool, available as a free download, remotely collects configuration data from each server in the topology and automatically analyzes the data. The resulting report details important configuration issues, potential problems, and nondefault product settings. By following these recommendations, you can achieve better performance, scalability, reliability, and uptime. For more information about the tool or to download the latest versions, see "Microsoft Exchange Analyzers" at]  

Topic Last Modified: 2005-11-18

The Microsoft® Exchange Server Analyzer Tool queries the Win32_Service Microsoft Windows® Management Instrumentation (WMI) class to determine whether Trend Micro ScanMail for Microsoft Exchange is installed and if the ScanMail_RealTimeScan service is running on the Exchange Server computer. If the Exchange Server Analyzer finds Trend Micro ScanMail for Microsoft Exchange is installed, but the ScanMail_RealTimeScan service is not started, a warning is displayed.

Trend Micro ScanMail for Microsoft Exchange provides antivirus protection for Exchange. Some reasons the ScanMail_RealTimeScan service may have been stopped, and solutions are listed here:

  • The software you are running on your Exchange server may be an evaluation (or trial) version that has expired. In this case, you may need to reinstall Trend Micro ScanMail for Microsoft Exchange. At a minimum, to continue using the software, you must activate it.

  • An administrator may have unintentionally stopped the ScanMail_RealTimeScan service. Verify that the service is set to start automatically, and then start the service.

  • A malicious worm, virus, or other program may have stopped the service. Verify that the service is set to start automatically, and start the service. If the service continues to stop unexpectedly without relevant error events, verify that the computer is not infected with a malicious worm and disinfect the system if needed.

It is generally recommended that you deploy antivirus software designed for messaging systems at either the Simple Mail Transfer Protocol (SMTP) gateway or at the Exchange servers that host mailboxes. For the most protection, run antivirus software at the gateway that scans the inbound MIME messages, and a scanner on the Exchange server that uses Virus Scanning API (VSAPI) version 2.5. Additionally, you should be running client antivirus software on the user desktop. If you are running antivirus software designed for messaging systems (it can parse and scan MIME) at the gateway or on the Exchange server, running a file-level scanner at the desktop is sufficient.

  1. Open the Services MMC snap-in.

  2. Right-click ScanMail_RealTimeScan service, and then click Properties.

  3. On the General tab of the ScanMail_RealTimeScan property page, make sure the Start-up type is set to Automatic. If it is not, set it to Automatic, click Apply, and then click OK.

  4. Right-click ScanMail_RealTimeScan service, and then click Start.

  5. Close the Services snap-in.

  • For information about fortifying an Exchange environment against e-mail transmitted viruses and worms, see "Slowing and Stopping E-Mail Viruses in an Exchange Server 2003 Environment" (

For more information about using antivirus software with Exchange Server, see the following Microsoft Knowledge Base articles:

For a list of third-party antivirus software that is available for Exchange Server, see the Exchange Server Partners: Antivirus Web site (