I just renewed my subscription. When I try to do a scan it only buffers.Rich

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  • Updated 7 months ago
  • Acknowledged
Tried to do a quick scan but it says it's waiting.
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Posted 7 months ago

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Will not do a quick scan.
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TM_Kaye, Employee

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Hi @rl.walrath and welcome to Trend Micro Community!

Thank you for renewing your Trend Micro Security subscription and we're sorry that you're encountering this issue.

One possible reason that you are encountering this is because the component handling the scanning process failed or stopped working.

To help you resolve this issue, kindly restart the components of the Trend Micro program. Please follow the steps below.

Disabling Trend Micro Security:

1. Right-click the Trend Micro icon from the System Tray.
2. Select Exit.
3. Wait for Trend Micro's System Tray  icon to disappear.
4. Wait for 30 seconds.

Enabling Trend Micro Security:

1. Open the Trend Micro Diagnostic Toolkit To open: Click Start > All Programs > Trend Micro > More Tools and Help.
2. In the Diagnostic Toolkit window, click the Uninstall tab, then click Start All Components.

After doing the steps above, kindly run a Quick Scan again on your Trend Micro main console

Hope this helps.

If the problem still persists, please let us know so we can assist you further. 

Thank you and have a wonderful day!

Trend Micro Home Users Community
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I'm having a very similar problem where I am unable to do a quick or full scan.  The window says checking the computer and "preparing to scan", but nothing is happening.  I followed the directions above and no change.
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TM_Marion, Employee

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Hi Hope and welcome to the community!

For your issue, let us do a clean reinstallation then run our permission tool.

Here are the steps for your reference:

Uninstalling Using Diagnostic Toolkit:

1. Click Start or Windows icon then type "Trend Micro Diagnostic Toolkit" and hit enter.
2. In the Diagnostic Toolkit window, click the Uninstall tab, then click Uninstall.

Once the program is successfully remove, proceed to run the Permission Tool:
Using the Trend Micro Permission Tool

After running the Permission tool, you may then proceed to reinstall your Trend Micro program then try to run a scan.

It's quite a few steps to perform, but please do let us know if it solves your scan issue. We'll assist you if ever you still encounter problems.

Thank you and have a great day!

Trend Micro Home Users Community