Freeze problem at 79% on the "Quick Scan"

  • 2
  • Question
  • Updated 4 months ago
  • Acknowledged
  • (Edited)
I would have thought you would have fixed the Freeze problem at 79% on the "Quick Scan" by now. Getting real frustrating. Wish my subscription would hurry and run out.  Do you ever plan to fix this bug or just acknowledge that it is there and do nothing else?
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lyr384

  • 70 Points

Posted 6 months ago

  • 2
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TM_Pat, Employee

  • 4,226 Points 4k badge 2x thumb
Hello lyr384 and welcome to the Community!

Thank you for letting us know about this issue that you encountered. Apologies for the inconvenience.

The issue that you have encountered might be caused by multiple scan threads running together. We are already aware of this issue and we have created a workaround for it. Please follow the steps below.

STEP 1: Disable Trend Micro Security
  • Press the Windows button on your keyboard and letter "R" both at the same time to open the Run console.
  • Once the Run console is open, please type: supporttool
  • Click OK.
  • Doing that will open the Trend Micro Diagnostic Toolkit. Please go to (C) Uninstall and then click on "5. Stop all components".
  • Wait for 2 minutes then exit the toolkit.

STEP 2: Open Task Manager
  • Open Task Manager then go to Details tab. 
  • Confirm if PtSvcHost is still running. If it is, you may end it manually. This step is very important so please make sure that PtSvcHost  is not running. Processes are arranged alphabetically you make use of that so you can easily check it. 

STEP 3: File Replacement
  • Navigate to C:\Program Files\Trend Micro\Titanium\plugin\Pt
  • Replace plugTaskManager.dll. You may get the replacement file hereNote:Once you have already downloaded the zip file, you may right click on it then select "Extract Here". It will now create a folder of the same name. Once you open the folder, it will have 2 subfolders named "win32" and "x64". Select win32 if your operating system is 32-bit. Select x64 if your operating system is 64-bit.

STEP 4: Replicate the issue
  • Open Task Manager once again. Look for PtSvcHost, then stop it manually since it should be restarted by another process, Pt watchdog.
  • Open Trend Micro Security through the Start menu.
  • Run a scan to check if the issue still persists.
I hope this helps and we'd love to hear from you soon!

Should you have any other concern, please let us now so we can assist you accordingly.

Enjoy the rest of the week!

Trend Micro Home Users Community
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Dubler

  • 60 Points
I can not got to all this problem to fix this Can't you do a update and fix it on your end
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Tom Emmelot, Champion

  • 16,690 Points 10k badge 2x thumb
HiDubler
 
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. I am just a volunteer.
Look here:
[Hotfix] Scan hangs at 70% to 80%
Hope this will help.

Kind regards,
Tom