even after running a scan i keep getting the scan starts soon notification and cannot stop it

  • 1
  • Problem
  • Updated 2 months ago
  • In Progress
scan starts soon sign keeps popping up on the screen even after I have done a scan
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grahamshirley

  • 70 Points

Posted 3 months ago

  • 1
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TM_Pia, Employee

  • 2,176 Points 2k badge 2x thumb
Hi grahamshirley,

May we please ask for the version of the Trend Micro Internet Security installed on your computer? From here, we can further troubleshoot the issue.

To check the version follow the instructions provided below:
  1. Open the main console of your Trend Micro Security software.
  2. On the main console, click the silhouette icon, then click About the Software.
  3. You will see the version of the program just below the name of your program.
Awaiting your response.

~Pia
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rphess

  • 60 Points
Same problem here.  V15.0.1231
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ssyr007

  • 60 Points
same problem here

  • Type:

    Full version

  • SPN GUID:

    dfb1cab8-282f-4244-bbdc-80e29ed0b751


(Edited)
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TM_Iya, Employee

  • 3,166 Points 3k badge 2x thumb
Hi rphess and ssyr007,

If anyone of you can send a screenshot of the pop-up notification, it would be greatly appreciated. 

Can you try to perform a stop and start all components via Diagnostic Toolkit? 

To do that, you may follow these steps below:
  1. Open the Trend Micro Diagnostic Toolkit. Do the following:
    • For Windows 10:
      1. Click Start > All Apps > Trend Micro Security > Trend Micro Diagnostic Toolkit.
    • For Windows 8.1:
      1. On your keyboard, press the Windows Windows Key + C to open Charms bar.
      2. Click Search.
      3. On the Search box, type "Trend".
      4. Click Trend Micro Diagnostic Toolkit.
    • For Windows 7:
      1. Go to Start > All Programs Trend Micro Security > More Tools and Help > Trend Micro Diagnostic Toolkit
  2. Click Yes when the User Account Control window appears.
  3. Click the (C) Uninstall tab.
  4. From the Uninstall tab, click 5. Stop all Components and then after 5-10 seconds, click the 4. Start all Components.
  5. Close the Diagnostic toolkit after. 
  6. Open your Trend Micro program or the main console. Look for the human shadow icon beside the question mark icon and click it.
  7. Press the "About the Software".
  8. Check if the updates will take for an hour or less.
Let me know how it goes. Hope this helps.

~Iya