Trend Dies During Scan

  • 1
  • Problem
  • Updated 1 month ago
  • In Progress
Trend Micro Antivirus+ intermittently seems to die during manual full scan and not provide any results (e.g. no pop-up with a green check mark).

I can't find any history or logs to verify if Trend died or if the scan completed.

How can I view and verify the results of the most recent scan(s)?

PC device model: Dell Inspiron Desktop - I660-3042BK.
OS: Win10.
Product: Trend Micro Antivirus+ 12.0.
Photo of ircil56

ircil56

  • 628 Points 500 badge 2x thumb

Posted 2 months ago

  • 1
Photo of TM_X

TM_X, Official Rep

  • 6,346 Points 5k badge 2x thumb
Hi ircil56, 

To check the scan results, you may visit this link: 

Types of scan responses of Trend Micro Security software

In case that there are issues, you may want to visit this link for the fix: 

Trend Micro Security restarts during a Scan

Let me know how it goes. 

^X
Photo of ircil56

ircil56

  • 628 Points 500 badge 2x thumb
Hi TM_X, so to be clear, you are saying there are no logs or history that indicate when scans start/stop/complete/crash, that is unavailable to users.

I have uninstalled Trend with the standard Windows uninstall command, and also run the Remnant File Remover Tool. Is this tool still relevant and should always be used during reinstalls or not?

I downloaded a fresh copy of TrendMicro_12.0_EL_Full.exe, but it does not indicate in its file name nor anywhere in the running app that I can find what the specific version of 12.0 it is, yet the last 3 times I have downloaded to reinstall the file size has been different, which suggests that every download is a different version.

Update:
I found the program version under the "human icon".
Version:12.0.1226 (Component versions)
Type: Full version

214,376 KB is the most recent file size. Can you confirm that the hotfix you mentioned Ti_1200_win_en_AMSP55_hfb1424.exe is or is not included in the most recent download I just installed?

Can you provide a method to confirm that I am or am not experiencing the stack overflow issue while enumerating a directory with a long file name?

Thanks. Chip.
(Edited)
Photo of TM_X

TM_X, Official Rep

  • 6,346 Points 5k badge 2x thumb
Hi Chip, 

Logs are actually recorded by the software. You may check them on this folder location: C:\Program Files\Trend Micro\AMSP\debug. Since you have uninstalled and used the remnant remover tool, the previous logs that were recorded have also been deleted. By the way, you don't always have to run the remnant file remover. We only use this to remove hidden Trend Micro files we cannot locate or if we are doing clean uninstallation. 

RE: 214,376 KB is the most recent file size.

Yes, that would be the correct size of the installer file. The indicated size on downloadcenter.trendmicro.com (i.e. 219MB) is the "Size on disk", which can be verified by right-clicking the installer file and choose properties. The 214,376 KB size that you are seeing under the size column is the compressed file size. 

Hotfix Ti_1200_win_en_AMSP55_hfb1424.exe is not included on the installer file. These hotfixes are deployed together with the updates of the Trend Micro program. 

I hope we're clear on this. 

^X
Photo of ircil56

ircil56

  • 628 Points 500 badge 2x thumb
How well is Hotfix Ti_1200_win_en_AMSP55_hfb1424.exe working? Does the iau.log confirm the stack overflow? Thanks. 
Photo of TM_Victor

TM_Victor, Employee

  • 4,942 Points 4k badge 2x thumb
Hi ircil56,

Apologies but we are not certain if this iau.log snapshot can confirm the stack overflow concern as we need the complete log files. This snippet is only part of the program logs as other components also generates logs that can be associated on other components.

But upon checking on the hotfix you have mentioned to resolve the issue, this is brought upon a corrupted component on your ( and/or other users') Trend Micro program. 

According to our developers, the affected component is responsible in communicating with the database after a pruning task was executed.

I hope this answers the question.

All the best! :)
Photo of TM_Victor

TM_Victor, Employee

  • 4,942 Points 4k badge 2x thumb
By the way,

We have released a newer version of the Trend Micro program.

You may check it on this link - Upgrading Trend Micro Security software to the latest version

Have a great weekend! :)
Photo of ircil56

ircil56

  • 628 Points 500 badge 2x thumb
Hi, Trend auto-updated to 15.0.

Does this version include Hotfix Ti_1200_win_en_AMSP55_hfb1424?

Thanks. Chip.
Photo of TM_Pat

TM_Pat, Official Rep

  • 9,336 Points 5k badge 2x thumb
Hello ircil56,

That hotfix only works for the previous version.

Regards,
Pat