Trend micro keeps hanging up on a quick scan

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  • Problem
  • Updated 10 months ago
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My trend micro keeps hanging up on a quick scan.  At one point it appeared to get hanged up on trying to find unprotected passwords.  I tried running the Trend PC Health Checkup and it also appeared to hang up while trying to find unprotected passwords.  Now when I turn my computer on it automatically launches into a scan and I do not seem to be able to stop it.  I have tried exiting the scan and trend micro by right-clicking on it in the system tray and clicking exit, but that does not appear to work.  It just keeps running.  I am very concerned trend micro will continue to hang and that my computer will not be protected because trend micro is freezing up.  Do you know what might be causing this problem?

I have Trend Micro Maximum Security and am running Windows 10 on a Dell XPS L502X Laptop with a 64 bit operating system and 8 GB of memory. 
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kwindorsk10

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Posted 10 months ago

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kwindorsk10

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The above is a screenshot of the quick scan frozen on my laptop...it says it is preparing to optimize...Finding Unprotected Passwords.  It is stuck at 79%.  Any help will be greatly appreciated! 
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Tom Emmelot, Champion

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Hi kwindorsk10,

Welcome to TM Home users Community, a public site where volunteers try to help each-other , also there are TM Employees that can give answers.
I think it has to do with permissions, follow the things on this support:
https://esupport.trendmicro.com/en-us/home/pages/technical-support/1059953.aspx?vwd=KB-_-prd=gen-_-s...
Hope this helps.

Kind regards,
Tom
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kwindorsk10

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Thank you Tom for your reply and suggestion.  I had seen that support article, but I do not think that is the same problem as I am experiencing.  My scan seems to be locking up on the PC Health Checkup portion and not on scanning a particular file.  Yesterday I changed my PC Health Checkup settings so that it no longer "Check for unprotected browser passwords" and no longer "Include PC Health Checkup with Quick Scan and Full Scan".  Since making those changes I have been able to successfully complete a quick scan, as well as a full scan.  I see this as more of a short-term solution because I would ultimately like to have these settings turned on, but at least I am now able to complete scans.

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Tom Emmelot, Champion

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Hi kwindorsk10,

Ok and when you put it on again same error?
Did you try a scan only for Health?

Kind regards,
Tom
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lindefamily3

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Same problem here...and on two computers!  I have tried to uninstall and reinstall...worked for a few days and now it's back.  The same thing is happening to my mother's computer and she's in a different state!  I did chat with Trend and they made it sound like it was my issue.  But then why is it happening to so many others?  I hope someone comes up with a fix soon.  PC health and everything else is great and my screens look like the above too...perfect.  It's definitely a Trend issue.
(Edited)
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TM_Malik, Employee

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Hello, Tom Emmelot, really appreciate your help!

Hi, kwindorsk10 and lindefamily3, welcome to the Community and apologies for the inconvenience you are experiencing with the Trend Micro program latest version.

It's actually an ongoing issue with our latest version but the issue happens only at the optimization phase. The optimization phase (PC Health Checkup) will take place right after the actual manual scan so we're sure that the Trend Micro program is still working and the problem is with the PC Health Checkup.

Our developers were able to provide fix for this with our latest updates. While on your main console, click on the silhouette of a person located at the upper right part and choose About the Software. Please make sure that the components version is 12.0.1191 then restart the computer and perform a quick scan again.

If in case you encounter the same issue, I see that you are entitled to access our Premium Support Hotline. Kindly refer on this link for more details.

Thanks so much! :)

Trend Micro Home Users Community
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mtvicki58

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I have the same problem on 2 computers and both have the components version 12.0.1191 and the quick or full scan works now without hanging up although the problem settings in PC Health Checkup are unchecked. The icon on the system tray still shows now scanning as it did before and the program is closed. If the developers provided a fix with the latest update, why do these 2 items have to be unchecked for the scan to work properly and now scanning still shows?
(Edited)
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TM_Jabi, Employee

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Hello mtvicki58

Thanks for bringing this to our attention.

Since we already verified that you have the latest version, it would be best if you will contact us right away so we can use the hotfix on your machine to fix the issue. 

See the link below for more details: 
Ways to Contact Support

Thank you and have a great weekend! 

Trend Micro Home Users Community
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jason_l_kelly

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Same thing happening here and has been going on for several weeks maybe more.
Quick scan hits 79% and does not respond.  Ending the process in task manager doesn't appear to fully shut down the program. PC has to be restarted so trend micro can be operationial again.
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Tom Emmelot, Champion

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Hi Jason_I_kelly,

Welcome to TM Home users Community, a public site where volunteers try to help each-other , also there are TM Employees that can give answers.
I think it has to do with permissions, follow the things on this support:
https://esupport.trendmicro.com/en-us/home/pages/technical-support/1059953.aspx?vwd=KB-_-prd=gen-_-s...
Hope this helps.

Kind regards,
Tom
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TM_Jean, Employee

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Hi, jason_l_kelly and welcome to the Community!

First, we apologize for the inconvenience that you are encountering with the Trend Micro program. 

Regarding your concern, kindly check if you already have the latest version. To do that, just open the main console and click on "latest protection". Check if it shows components version is 12.0.1191. If you do not have yet the latest version, it would be best if you upgrade it. The installer can be downloaded from your Trend Micro Account.

If you already have the latest version but the issue still persists, you may refer to the hotfix below. 

[Hotfix] Scan hangs at 70% to 80%

By the way, I have checked your subscription and you are entitled with Premium Support. Please see the link below for the contact details: 

Ways to Contact Support

Trend Micro Home Users Community
(Edited)

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