computer block

  • 1
  • Problem
  • Updated 2 years ago
  • In Progress
pc HP Pro 3515 series - windows 7 - Trend Micro version 11.0.1186
when the program run a full scan, it stop and all is bloched; it'is impossible to continue so I have to swich off the computer
Photo of mariogiuliani999

mariogiuliani999

  • 70 Points

Posted 2 years ago

  • 1
Photo of TM_L

TM_L, Official Rep

  • 15,740 Points 10k badge 2x thumb
Hi @mariogiuliani999, thanks for trying our new Community! 

For your situation, we have a FAQ that has related information on this. Please try:
Scan does not finish and you cannot turn off Trend Micro Security software

If the scan is already stoped, please follow the instruction below to perform a scan again:
  1. Restart your computer
  2. Right-click on the Trend Micro system tray icon at the bottom right corner of your screen.
  3. Click Check for Program Updates, then The About Your Software window will appear and will automatically check for available updates.
  4. After update completed, double-click the Trend Micro system tray icon to open the main console
  5. Perform a scan again
  6. If the scan still hangs, refer to the "If the scan still will not complete" section in above FAQ to resolve
Also, we checked our support ticket system and looks like you've been advised to Mail Support Center directly. As our agent mentioned, if the problem still persists, since this is a possible performance issue with the Trend Micro program,we need to do a real-time troubleshooting in order to fix this problem and for us to provide you with a real-time assistance, it would be best if you contact our Technical Support hotline for faster resolution of your case. 

Here are the contact details: 
Phone support: 00390292593400 
We are open: Monday - Friday, 8:00 - 17:30 GMT  

You may also connect with us through our online chat support: 
https://esupport.trendmicro.com/en-us/home/pages/technical-support/contact/prechat.aspx 

Thank you.

Trend Micro Home Users Community

This conversation is no longer open for comments or replies.