Computer Jams on Full Scan - System 32 File

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  • Updated 7 months ago
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I have recently encountered an error where the computer jams during a full scan when it hits the system 32 file. It does not occur on a quick scan and I can complete a full scan if I custom scan and exempt the System 32 file. This has only been happening for the last couple of months. Does anyone know what the issue is or hoe to fix it???  I am running the current version of Trend Micro maximum Security. Any help would be greatly appreciated.
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akluke

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Posted 7 months ago

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TM_Kaye, Employee

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Hi akluke and welcome to Trend Micro Community!

I am sorry to hear that you encountered this issue with the full scan of the program. A scan “hangs” or freezes if the scan window does not show any progress or it is stuck scanning at a certain percentage or file. This can also be verified under the Applications tab of the Windows Task Manager by checking the status of the Trend Micro Security scan window if it is either “Running” or “Not Responding”. This may happen due to the following:

- File being scanned is corrupted
- File being scanned has no permissions
- File being scanned is too big

May we know on what percentage does the scan hangs, the exact file and its file path did it hangs. Please also provide to us the operating system of your device. 

You may also do a manual update of the program. Updating the components of Trend Micro can resolve the issue. To do that, please follow the steps below:

1. On the system tray, right-click the System tray icon, then select Exit.
2. Double-click the Trend Micro icon on your desktop.
3. At the bottom right-hand corner of your desktop, right-click on the Trend Micro system tray icon.
4. Select Check for Program Updates.
5. The About Your Software window will appear and will automatically check for available updates.
6. Click Close once the download is complete. Latest Version Update: 12.0.1226
7. Run a full scan again.

By the way, your subscription entitles you for our Premium Service support. If you are still encountering the issue after following the steps above, you might want to call our Technical Support hotline. You may find the support hotline here

We will be waiting for your response. 

Have a great day!

Trend Micro Home Users Community
(Edited)