My Trend has been "Downloading an update" for the last 3 hours.

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  • Problem
  • Updated 5 months ago
  • Acknowledged
My Trend has been "Downloading an update" for the last 3 hours.  On 3 different machines (at different households). Any idea as to why? Trend get hacked? Bad coding on an update?
(Maximum security 15.0... Win10.)
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azreaphal

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  • annoyed

Posted 6 months ago

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smandam

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Mine says the same thing. It doesn't seem to be doing anything though.
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corawl

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I get that too, and how I sort it out is open the console, and click "check for updates". It usually tells me I have the latest updates and doesn't keep trying to download anything else. 
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Tom Emmelot, Champion

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Hi corawl

Did you follow this, from TM X

Thank you for reporting this. Our team is now checking what is causing this update issue. In the meantime, please follow these steps to solve this:
  1. On your keyboard, press the Windows key and the letter R and type in supporttool.exe, then hit OK. This opens the Trend Micro Diagnostic Toolkit.
  2. At the upper part of the window, click (C) Uninstall then click 5. Stop all components. 
  3. In the same window, delete the last update installed by clicking 2. Delete Now and 3. Delete Now.
  4. Close the toolkit and restart the computer. It should automatically check for the latest update when Trend Micro starts. 
For reference, the Trend Micro Diagnostic Toolkit should look like this: 



For questions and additional assistance, please let us know. 

Apologies for the inconvenience. 

^X

Kind regards,
Tom
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smandam

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Have solved my problem. I shut down Trend. Shut down the computer. Restarted computer twice. And now it's fine.
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Tom Emmelot, Champion

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Hi azreaphal

I think, just a update,  and depending on your internet speed, it can take a while and need a reboot.

Kind regards,
Tom

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azreaphal

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my download is 110mbps... my upload is 30mbps... what is happening on Trends end that is causing this... its happening on 3 DIFFERENT COMPUTERS IN 3 DIFFERENT HOUSES.. i do not own... this isnt a ME thing

(EDIT: So i shut down Trend, restarted the machine.. waiting for Trend to come back on, run its course.. then *i* started the diagnostic tool and forced it to quit, restarted my machine again, Trend ran its course, the option to look for updates appeared (right clicked on Trend from task bar).. i clicked and updated it/downloaded... ran its course again and now it is functioning. 
My friend contacted support who basically told him the same thing...
(Edited)
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Tom Emmelot, Champion

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Hi azreaphal

I hope that all the 3 computers got the update now,
Was this the update to the 2019 version or the update to 15.0.1204?

Kind regards,
Tom

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gailwebber19

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This reply was created from a merged topic originally titled wondering why a program update is taking so long. been over 12 hours now still ....

Am wondering why a program update is taking so long. been over 12 hours now an still has not completed. it is the same on both our computers.
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crow_dey

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This reply was created from a merged topic originally titled trend micro says update in progress and will not run a scan. has been like this f....

updating
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ian24davidson

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This reply was created from a merged topic originally titled TREND Update apparently unsuccessful.

A message arrived that Trend was about to update, but it searched all night for software updates and was still searching this morning. It ended up apparently doing nothing. The latest software update is reported by TREND as being yesterday!
I have a Toshiba Satellite laptop, Windows 10, Chrome. Trend Micro Home.
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TM_X, Official Rep

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Official Response
Hi all, 

Thank you for reporting this. Our team is now checking what is causing this update issue. In the meantime, please follow these steps to solve this:
  1. On your keyboard, press the Windows key and the letter R and type in supporttool.exe, then hit OK. This opens the Trend Micro Diagnostic Toolkit.
  2. At the upper part of the window, click (C) Uninstall then click 5. Stop all components. 
  3. In the same window, delete the last update installed by clicking 2. Delete Now and 3. Delete Now.
  4. Close the toolkit and restart the computer. It should automatically check for the latest update when Trend Micro starts. 
For reference, the Trend Micro Diagnostic Toolkit should look like this: 



For questions and additional assistance, please let us know. 

Apologies for the inconvenience. 

^X
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TM_Pat, Official Rep

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Hi ian24davidson,

It's nice to know that the issue is now fixed on both of your computers. If you have any other concern or question, do not hesitate to reach out. :)

Regards,
Pat
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rainbows7777

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I have run the support tool to turn it off, delete, etc. as suggested several times last night, rebooted, etc.  and again this morning, it is still / again stuck on "Downloading a program update."  I have Windows 7 pro on a desktop PC. 
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rainbows7777

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I finally did the complete uninstall via the support tool and completely reinstalled.  As I was writing this, I got another pop-up saying there is an Important Update Available.   I'm not going to do it this time.   I hope you get this problem fixed soon.
(Edited)
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rainbows7777

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Every time I get the pop-up, I click X in the upper right corner and I'm not seeing the update trying again constantly.  I hope there is a fix soon.
(Edited)
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rainbows7777

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Update:  Mine seems to be working OK after uninstalling via the Support Tool and then re-installing fresh.   I have Windows 7 Pro using Trend Micro Internet Security.   The pop-up after the new install may have been a message about Adobe, not the one that is a problem.  I have a different PDF program so don't use Adobe so told it not to remind me again and haven't had any issues since then.
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jamil

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This reply was created from a merged topic originally titled Showing icon "installing an update".


What is the problem with my pc? Since yesterday until now it still showing "installing an update" Please help.
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TM_Pat, Official Rep

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Hello jamil,

We're sorry to hear that you experience this issue with our software. Please follow the steps in this thread and let us  know if you will still encounter the same scenario.

Regards,
Pat
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bbeverley1767

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This reply was created from a merged topic originally titled Trend Micro seems to be stuck downloading a update why?.

Trend Micro seems to be stuck downloading a update why?
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TM_Pat, Official Rep

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Hi bbeverley1767,

Sorry to hear about this. Please follow the steps on this thread and please let us know if you will encounter the same issue.

Regards,
Pat
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carpenter_kim_erin

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This reply was created from a merged topic originally titled update has been downloading for two days now what can i do?.

updating for two days now    whats wrong   am i still protected???????
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TM_Pat, Official Rep

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Hi carpenter_kim_erin,

We're sorry to hear that you encounter this problem. Please try the solution provided in this thread.

Regards,
Pat
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carpenter_kim_erin

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your solution seems to have worked   thank you
This reply was created from a merged topic originally titled Trend wont scan my PC because it wont update.
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TM_Pat, Official Rep

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Hi hotstuffadultproducts,

Please try the steps on our official reply regarding this problem.

Regards,
Pat
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sternetoby

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This reply was created from a merged topic originally titled Can't scan after update.

Have a Dell Vostro running Chrome and Explorer. Last weekend, I was prompted by a message on my screen to update to a newer version. The program is still trying to locate update file, after three days of searching. I can't perform a manual scan because  the Trend Micro program is hung up. Also running Windows 10. Trend Micro is component version 15.01172.
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TM_Shaun, Employee

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Hello sternetoby

Kindly try doing the steps on our Official Reply regarding your update problem. After your update problem has been fixed, you can then proceed on performing a manual scan on your PC.

Regards,
Shaun
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sasher25

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This reply was created from a merged topic originally titled I have had an update logo at the bottom of my screen for over 2 days. Is it real....

I have had an update logo at the bottom of my screen for over 2 days.  Is it really taking that long for the update or is there an issue?
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TM_Shaun, Employee

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Hello sasher25

Kindly try doing the steps on our Official Reply regarding your update problem.

Regards,
Shaun
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bbeverley1767

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Try using Trend Micro Support I did use it last night and they helped me and fixed my problem and the problem is no more today.
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ahansen

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This reply was created from a merged topic originally titled My trend has been checking software for over three hours.
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sam

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I followed the steps in the Official Reply and it didn't work.
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TM_Pat, Official Rep

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Sorry to hear about that samantha.feinglass.

If the steps from the official reply didn't work for you, this will: Reinstalling the latest version of Trend Micro Security program

Regards,
Pat
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diazghost

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This reply was created from a merged topic originally titled Checking for program updates......

"Checking for Program Updates".... days later.. still  checking.. I am paying for a product that clearly isn't working... again. Please fix this again. If you're going to link me some sh*t that I have to do to fix it myself and I didnt change any settings, then hire new programmers who know what they'r doing so nobody has to deal with this bullshit. I havent updated, or installed any new software on my pc.
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fliplover2001

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I see many problems including mine but no one seems to get fixes?
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bryanmac

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This reply was created from a merged topic originally titled Software has been downloading now for two day?.

Trend Micro Maximum Security
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fernando.kumar

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This reply was created from a merged topic originally titled You cannot start a scan until security software has updated. Please try again.

I have been getting this error message for over a day now:
You cannot start a scan until security software has updated. Please try again.

Please advise how this can be resolved?
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trenddwsdk4

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This reply was created from a merged topic originally titled unable to perform update on acer nitro.

unable to perform update on acer nitro an515-52-50wx
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bob.epsom

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This reply was created from a merged topic originally titled Features Not Working After Upgrade 15.0.1172.

I received an update yesterday.15.0.1172. Secure erase no longer functions. Says waiting for SW update. When I attempt an update, it just spins.
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fliplover2001

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This reply was created from a merged topic originally titled since philippine date 10/31/18 was sent an udate [shows as installed ] but icon s....

after a completed update 10-31-18 icon shows still updating, last update message shows completed? using Trend Micro Maximum Security running 32 bit windows 10 home version 1803
custom built tower AMD A6 5400 APU X 64 processor. 
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TM_Pat, Official Rep

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Hi fliplover2001,

Please follow the steps from our official reply. :)

Regards,
Pat
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glennbatchelor

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This reply was created from a merged topic originally titled I Can't do a scan because it says it is upgrading software. It has been doing thi....

Windows 10. Lenovo Laptop.
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TM_Pat, Official Rep

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Hello glennbatchelor,

Please try the steps from our official reply. Let us know if it works for you. ^_^

Regards,
Pat
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tdelashaw

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This reply was created from a merged topic originally titled The Trend on my computer has been downloading something for a few days. How do I....