I have installed my new Trend. The serial number/code and expiry date are correct, but the scanning remains at preparing to scan, 0%

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I have installed my new Trend. The serial number/code and expiry date are correct, but the scanning remains at preparing to scan, 0%
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charlie.inggs

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Posted 1 year ago

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TM_Pat, Official Rep

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Hello charlie.inggs and welcome to the Community!

Thank you for letting us know about this problem that you have encountered. Apologies for the inconvenience that this has caused you.

Please follow the steps below to help you resolve the issue.


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: Run Permission Tool
Click here to download the tool.


STEP 3: Clear Temporary Files
  • Open the Run console once again. This time, type: %temp%
  • Click OK.
  • Doing that will open your Temp folder. Select all files inside that folder at once by pressing the Windows button on your keyboard and letter "A" both at the same time. Once selected, please delete the files. There are files that might not be deleted. With that, you may simply skip those files

STEP 4: Replicate the Issue
  • Open Trend Micro Security through the Start menu.
  • Initiate another scan to check if the issue still persists.
I hope this helps and we'd love to hear from you soon.

Enjoy the rest of the week!

Trend Micro Home Users Community
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charlie.inggs

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Tried this several times but trend is still not scanning
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charlie.inggs

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Tried this several times but trend is still not scanning
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Tom Emmelot, Champion

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Hi Charlie,

Do a uninstall of TM, (note your Key)

i Quote a TM Employee.

Then follow these steps:

STEP 1: Run the Remnant File Remover Tool
Please click here to download the tool

STEP 2: Run the Permission Tool
Please click here to download the tool

STEP 3: Clear the Temp Folder

  • 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, type: %temp%
  • Click OK
  • Doing that will open the "Temp" folder. Please delete all files inside that folder
STEP 4: InstallTrend Micro Maximum Security 2018
Please click here to download the installer file. Please make sure that you will use the installer file from the download link provided in this post.
Good luck.

Kind regards,
Tom
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TM_Pat, Official Rep

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We'll close this thread now. Please create new topic here: https://en.community.trendmicro.com/tm_en/topics/new

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