T
Neophyte

Neophyte

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4 Messages

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160 Points

Wednesday, October 11th, 2023 3:47 PM

Closed

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.

Brand User

Trend Security Expert

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236 Messages

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4.8K Points

7 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:

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

Let us know how it goes!

Neophyte

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4 Messages

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160 Points

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

Brand User

Trend Security Expert

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122 Messages

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2.9K 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). 

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

Brand User

Trend Security Expert

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80 Messages

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1.7K 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!

Neophyte

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4 Messages

 • 

160 Points

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

Tom

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