Quick Scan stops dead at exactly 75 per cent

  • 1
  • Problem
  • Updated 8 months ago
  • Solved
Hello Everybody ...
My Quick Scan has been jamming at exactly 75% for about a week now.
I use a standard home PC and have TM Internet Security version 12.0.1153 installed. The app has worked fine for several years. 
Is anyone else experiencing this problem?
Cheers, Cas 
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cassianmarco

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  • unworried at this stage

Posted 9 months ago

  • 1
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TM_Pat, Official Rep

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Hello cassianmarco 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.

The issue that you have encountered might be caused by multiple scan threads running together. We are already aware of this issue and we have created a workaround for it. Please follow the steps below.

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: Open Task Manager
  • Open Task Manager then go to Details tab. 
  • Confirm if PtSvcHost is still running. If it is, you may end it manually. This step is very important so please make sure that PtSvcHost  is not running. Processes are arranged alphabetically you make use of that so you can easily check it. 

STEP 3: File Replacement
  • Navigate to C:\Program Files\Trend Micro\Titanium\plugin\Pt
  • Replace plugTaskManager.dll. You may get the replacement file here.
  • Once you have already downloaded the zip file, you may right click on the exact file then select "Extract Here". It will now create a folder of the same name. Once you open the folder, it will have 2 subfolders named "win32" and "x64". Select win32 if your operating system is 32-bit. Select x64 if your operating system is 64-bit.

STEP 4: Replicate the issue
  • Open Task Manager once again. Look for PtSvcHost, then stop it manually since it should be restarted by another process, Pt watchdog.
  • Open Trend Micro Security through the Start menu.
  • Run a scan to check if the issue still persists.
I hope this helps and we'd love to hear from you soon! Should you have any other concern, please do not hesitate to reach out to us.

Enjoy the rest of the week!

Trend Micro Home Users Community
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cassianmarco

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Thanks, Pat!
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TM_Jabi, Employee

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Hello cassianmarco,

It's so nice that we were able to help you. 

Do not hesitate to post your concerns again in the future.

We will be more than willing to help you. 

Thank you!