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

STEP 1:

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

Please access this article for the instructions: [Hotfix] Unable to start Trend Micro Security software

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

Please access the article for the instructions: Using the Trend Micro Remnant File Remover Tool

3. Reinstall Trend Micro Security

Responses

sam_eab7a0

2 Messages

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130 Points

5 years ago

This reply was created from a merged topic originally titled Suto Scan won't run.

i just installed on new computer. i set it up to run everyday a full scan at 2AM - it has not done that for the last 5 days?

sbhaas

2 Messages

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130 Points

5 years ago

This reply was created from a merged topic originally titled When doing a scan the program starts at 83% done and finishes finding no issues. ....

danmarquess

2 Messages

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130 Points

5 years ago

This reply was created from a merged topic originally titled Constantly scanning..

Why all of a sudden does the now scanning kicking on? It's slowing down my gaming.
I installed Trend on my Iphone but took that crap off because is was making my phone work like is was a hundred years old. Fix this problem PLEASE! and SOON!
I'm using a Lenovo ThinkPad Intel (9) Core TM i7-47
With Trend Micro Maximum Security

mtat1825

2 Messages

•

140 Points

5 years ago

This reply was created from a merged topic originally titled Why does my Trend Micro always shut off and need to restart my computer?.

lorapiotrowsky

2 Messages

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130 Points

5 years ago

This reply was created from a merged topic originally titled constanly scanning and updating.

As of a week ago, The computer tells me TM is not running. TM tells me to connect to internet for updates (done). now that it is on it continously checkes for updates or installing or scanning. is there a problem or is there that many fixes. Help slowing puter down.

rliston

3 Messages

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140 Points

5 years ago

This reply was created from a merged topic originally titled This program is a UI nightmare.

This program won't stop scanning! I have unchecked every single scan option there is, but it keeps scanning, even after reboot. There is a huge scan button, but no option to pause a scan or cancel, how stupid is that? On the right click of the desktop tray icon there is no option to pause or cancel a scan, how stupid is that? All I can do is exit the program, but when I restart it it starts scanning again! I need control over what this program is doing, but I have no options!

rliston

3 Messages

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140 Points

I gave up and uninstalled it. Three times this year I had to reinstall it, and three times the problem came back. Worthless piece of crap.

5 years ago

tm_malik

Superstar

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498 Messages

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9.5K Points

Sorry, rliston, for the trouble.

We sent you an email so that we can help you further with this case.

Regards,

5 years ago

firereecat

2 Messages

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130 Points

5 years ago

This reply was created from a merged topic originally titled Problem with quick scanning/full scanning.

Not sure why, but whenever i click on quick scan/full scan, the app is just frozen at the 'Checking the computer... Preparing to scan' page, even after 5+ hours. Is there a way to solve this?

My Trend Micro product version is version 12.0

honorene_binge

2 Messages

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130 Points

5 years ago

This reply was created from a merged topic originally titled Trend is very slow early in the morning, will NOT let me do anything until it kic....

Toshiba Laptop

tiger

2 Messages

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140 Points

5 years ago

This reply was created from a merged topic originally titled I have renewed my trend and when I try to do a full scan, it only gets to 5% and ....

I have renewed my trend. When trying to do a full scan, it only goes to 5%

tm_malik

Superstar

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498 Messages

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9.5K Points

Hello Tiger,

Sorry for experiencing this issue, kindly follow the updated solution in this thread.

Regards,

5 years ago

jean_mar

1 Message

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110 Points

Just received your renewal notice. Why is every link in the email untested by Trend except for the "tech support" link? Also, why do I have to do all the work to fix your problem? Losing faith...and trust in this product.

5 years ago

tom_emmelot

Elite Solutionist

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1.4K Messages

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33.1K Points

Hi jean_mar

Welcome to TM Home users Community, a public site where volunteers try to help each-other , also there are TM Employees that can give answers, that is only at working hours. I am just a volunteer!

Can you tell us whats your problem???

Kind regards,
Tom

5 years ago

hayek4199

3 Messages

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150 Points

5 years ago

This reply was created from a merged topic originally titled trying to run a full scan but it keeps cutting out after only 5 to 10% done.

aaames17

1 Message

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150 Points

5 years ago

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.

tm_pat

Legend

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703 Messages

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11.4K Points

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

5 years ago

disie

5 Messages

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296 Points

5 years ago

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.

tm_malik

Superstar

•

498 Messages

•

9.5K Points

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!

5 years ago

disie

5 Messages

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296 Points

Which steps?

5 years ago

camillafiorentino_41e519

2 Messages

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130 Points

5 years ago

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.

tm_malik

Superstar

•

498 Messages

•

9.5K Points

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,

5 years ago

eddecie

2 Messages

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130 Points

5 years ago

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

tm_x

Superstar

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571 Messages

•

9.5K Points

Hi eddecie,

You may follow the instructions above to solve this.

^X

5 years ago

gsandrt

4 Messages

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172 Points

5 years ago

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.

tm_x

Superstar

•

571 Messages

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9.5K Points

Hi gsandrt,

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

^X

5 years ago

herajasa

1 Message

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110 Points

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

5 years ago

tm_kaye

177 Messages

•

3.3K Points

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

5 years ago

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mickeylimon

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

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