Scan not scanning at all

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  • Problem
  • Updated 2 years ago
  • Solved
So I have scheduled scan set up and its normally all done when i get in from work. I've noticed it has still been on 0% saying 'preparing to scan' and that's as far as it got. 
I've tried manually starting the scan and its the exact same thing. 

trend mirco internet security v12.0 on pc running windows 8.1
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Posted 2 years ago

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Hello BeckettIsMySpiritAnimal ! Welcome to the community!

We understand that you are unable to complete a scan as it has been stuck on "Preparing to Scan" status. Allow me to help you with this one.

I am thinking that there was an component that failed to be loaded after an update. No worries, this can be easily fixed by redoing the update manually.

If you are familiar with the Run command (Press and Hold Windows Key then hit the R button once) , key in the command supporttool.exe. Then hit OK.

If there will be any prompts saying that Trend Micro Diagnostic Toolkit will make changes on computer, proceed with Ok, Yes or Continue.

On the Diagnostic Toolkit that will appear, proceed with the Uninstall tab (but do not click on the uninstall button that you will see).

On the selections that you will on the Uninstall tab, first, click on Stop All Components then wait for about a minute for it to take effect. Afterwards click the "Delete Now" buttons under Temporary files (Security Updates). Then click on Start All Components.

After that, try opening the Trend Micro Console (the one that you are using to run the scans) then on the top right part, click on the Shadow of a person icon then select About the Software.

This should trigger a manual update and we just need to wait for that to finish.

Once done, try running a scan and see how it goes.

I hope this helps.

All the best,

Trend Micro Home Users Community
Hey, thanks for the reply... I did all those things, opened a scan, same thing. DId it again to make sure I'd done it right..... Have had a scan open for approx 15 minutes and still on preparing to scan. :(

It checks for updates and says 'all components are up to date' after I click the lil shadow person. 
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Hello BeckettIsMySpiritAnimal,

Thank you for the update! 

Were you able to disable and enable the components of the Trend Micro program before trying to run a scan again? 

Trend Micro Home Users Community
When I hit stop all components, everything relating to trend closes, i get a warning from windows saying its turned off so I assume it is stopped. 
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TM_Kiko, Employee

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Hello BeckettIsMySpiritAnimal!

We have advised you to do a Stop All Components to cancel or Stop the scan that has been stuck on your computer. Anyway, thanks for the update and for the information about what happened after you have tried to perform the steps that I have provided. 

Can you try to reinstall the Trend Micro program instead?  You follow this link and try to perform a clean reinstallation and see how it goes.

Run this tool first to ensure that we will be doing a fresh reinstall. This tool will delete all files related to the Trend Micro program installed on your computer:

Remnant File remover

After removing the Trend Micro program, you can download the installer file for free on this link:

Installing Internet Security

I hope this helps.

Should you have further problems, let us know so we can help you.

Trend Micro Home Users Community
Excellent, that worked a treat, thank you so much. And, despite it having not scanned for ages, it was pretty fast. 
Thanks for your help folks. 
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Thank you for your update @BeckettIsMySpiritAnimal.

Gladto hear everything's working now! If you have other questions or encounterproduct issues in the future, please do not hesitate to contact us in thiscommunity.

Have a wonderful day!

Trend Micro Home Users Community