Stuck scanning

  • 1
  • Problem
  • Updated 2 years ago
  • In Progress
The program started scanning my computer and got stuck at 12%. I ended the process but when i try to scan or update, it says that it is still scanning. I tried to end the entire program process to restart it but it will not allow me. What do i do?
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mwoodward81

  • 70 Points
  • worried

Posted 2 years ago

  • 1
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TM_Claudia, Employee

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Sorry for the late response. For your situation, we have a FAQ that has related information on this. Please try:
Scan does not finish and you cannot turn off Trend Micro Security software

If the scan is already stoped, please follow the instruction below to perform a scan again:

  1. Restart your computer
  2. Right-click on the Trend Micro system tray icon at the bottom right corner of your screen.
  3. Click Check for Program Updates, then The About Your Software window will appear and will automatically check for available updates.
  4. After update completed, double-click the Trend Micro system tray icon to open the main console
  5. Perform a scan again
  6. If the scan still hangs, refer to the "If the scan still will not complete" section in above FAQ to resolve

Please let us know how it works! If the problem still occurs, please send us a screenshot or a description of the error message for us. Thank you.

Trend Micro Home Users Community
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Dave

  • 60 Points
Scanning stuck on 35% this Problem persists ,
Any advice..??
Many thanks...Dave
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TM_JB, Official Rep

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Hi Dave,

You can try out this guide: Experiencing issues when running a scan with Trend Micro Security software

Also, thank you for being a subscriber of our premium support service! Premium Service Plan gives you 24x7 priority access to a Trend Micro support specialist. You can optionally call the Premium Service hotline directly to speak to someone live, who is also equipped with advanced tools to quickly diagnose and resolve your issues. Please find the premium service phone number in the "Call Premium Support" section in this page.