SmartScan crashes every time

I have updated to the most recent version but it still crashes every time I try to run SmartScan. I can run a manual scan without issue.

tm_carlo

Trend Security Expert

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173 Messages

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3.6K Points

2 months ago

Hi @tking4 ,

Welcome to the Trend Micro User Community!

May I ask what the name of the Trend Micro product is that you are using on your Mac computer?

If you are referring to Trend Micro Antivirus for Mac, you may follow the instructions below:

Restart your computer and try running the smart scan again.
Check and disable any conflicting software or security programs that may be interfering with the smart scan.

Let us know how it goes!

6

0

T

Thanks for the response. I am using AntiVirus 1 Version 3.9.5 (3401). I have reset my computer, uninstalled/re-installed the program, and I do not have any additional antivirus software or security programs running.

Tom

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2 months ago

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tm_helen

Trend Security Expert

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36 Messages

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1.1K Points

Hi @tking4,

There is a minor version 3.9.6 released yesterday, please try to update it on your end.

1. Go to AppStore then Updates.

2. Look for the Antivirus One then click the Update button.

Let us know how it goes.

If it crashes again, please take note of the percentage of the scan before it crashed and which part of the scan process it stopped (6 of 6).

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2 months ago

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T

tking4

Neophyte

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4 Messages

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160 Points

updated, ran Smart Scan and it still crashes at 3% on step 1

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2 months ago

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tm_jam

Trend Security Expert

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42 Messages

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900 Points

Hi @tking4,

May we ask if a remote session is possible so we can check the crash report of your Mac?

Please send us your contact details in a private message.

Thanks!

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2 months ago

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T

tking4

Neophyte

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4 Messages

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160 Points

My apologies for the late response, but how do I PM you? Cant figure it out.

Tom

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23 days ago

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tking4

SmartScan crashes every time

tm_carlo

tking4

tm_helen

tking4

tm_jam

tking4

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