quick scan doesn't run, sits on 'checking the computers.

  • 1
  • Problem
  • Updated 2 months ago
  • Acknowledged
On windows 10, I upgraded to the latest version of TM Internet security and now the quick scan doesn't run, sits on 'checking the computers. help please. error trying to submit this post!
Photo of dianne

dianne

  • 92 Points 75 badge 2x thumb
  • annoyed

Posted 2 months ago

  • 1
Photo of TM_Pat

TM_Pat, Official Rep

  • 10,436 Points 10k badge 2x thumb
Hello dianne,

We're sorry to hear about this.

We can try clearing the temporary files on your computer. Please follow these steps:
  • Press the Windows button and letter 'R' on your keyboard both at the same time to open the Run window
  • Once the Run window is open, type: %temp%
  • Click OK
  • Doing that will open the Temp folder on your computer, please delete all files inside it. There may be files that you won't be able to delete, in that case you can skip those files.
After clearing the temporary files, restart the components of your Trend Micro Security software by disabling it temporarily. You may follow the steps here: Disabling or enabling your Trend Micro Security software

I hope this helps!

Regards,
Pat
Photo of dianne

dianne

  • 92 Points 75 badge 2x thumb
Hi, I tried this but Scan still doesn't work. Also Pause and Stop scan don't work so I have to shut down Trend Micro to cancel it.

Dianne
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 25,562 Points 20k badge 2x thumb
Hi dianne

Are you on the latest version?
  1. Version:15.0.1204
Kind regards,
Tom

Photo of dianne

dianne

  • 92 Points 75 badge 2x thumb
Yes I am Tom.

Dianne
Photo of TM_Pat

TM_Pat, Official Rep

  • 10,436 Points 10k badge 2x thumb
Hi dianne,

Please try the solution on this page. Preferrably, the second option.

Scan does not finish and you cannot turn off Trend Micro Security software

Regards,
Pat