I am trying to run a full scan, but for over 2 hours the scan window says "checking the computer" ... "preparing to scan". Is this normal?

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Posted 3 years ago

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woodartisan55, Champion

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No, it is not. Have you tried cancelling and re-starting the scan?
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TM_L, Official Rep

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Thanks for letting us know this issue. For your scan issue, we have a support article about this situation that should help you:
Scan hangs at 0%, "Checking the computer... Preparing to Scan"

Please let me know if this works for you. If not, based on our records, your subscription has a Premium Service Plan which gives you 24x7 priority access to a Trend Micro support specialist. Please contact our Premium Service hotline for faster resolution of your case.  Please find the premium service phone number in the "Call Premium Support" section in this page.

Thank you!

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