"Some threats found could not be removed. Please contact Trend Micro for help" message appears

  • 1
  • Question
  • Updated 2 years ago
  • Answered
any solution of this problem?






Note: This conversation was created from a reply on: I virus called Youndoo has taken control of Google Chrome How do I remove it?.
Photo of flysky331

flysky331

  • 80 Points 75 badge 2x thumb

Posted 2 years ago

  • 1
Photo of TM_L

TM_L, Official Rep

  • 15,740 Points 10k badge 2x thumb
Hi @flysky331, thanks for asking in Trend Micro Community!

For your issue, we assume this message appears since your scan is unable to remove or clean an infected file since the logged-in user account did not have full "read/write" access to where the threat was found (such as a CD-ROM or network drive). So we suggest using the Trend Micro Anti-Threat Toolkit with Clean Boot and the performing a Full Scan to check if the threats will be removed. Check out this article for step by step directions on how to do it.

Using the Trend Micro Anti-Threat Toolkit with Clean Boot to remove MBR and rootkit infections

Running a scan using your Trend Micro Security software - refer to "Performing Quick or Full Scan"

It's quite a few steps to perform, but please do let us know if it solves your issue. We'll assist you if you still encounter problems.

Trend Micro Home Users Community

This conversation is no longer open for comments or replies.