unable to scan and update

  • 1
  • Question
  • Updated 2 years ago
  • Acknowledged
i cannot scan or receive updates.an error comes up saying that it won't work until a current scan or update has finished but i don't have any scan or update happening at the time
Photo of pharvey169


  • 70 Points
  • frustrated

Posted 2 years ago

  • 1
Photo of TM_Pat

TM_Pat, Employee

  • 11,326 Points 10k badge 2x thumb
Hello pharvey169 and welcome to the Community.

Thank you for letting us know about this issue that you encountered. Apologies for the inconvenience.

To help you with this issue, kindly follow the steps below.

Step 1. Disable Trend Micro Security using the Diagnostic Toolkit
  • Press the Windows button and letter "R" both on your keyboard at the same time to open the Run Console
  • Once the Run Console is open, type: supporttool
  • Doing that will open the Trend Micro Diagnostic Toolkit. Once open, go to (C)Uninstall and then click on "5. Stop all components"
  • Wait for 3 minutes for the toolkit to disable the program.
Note: Please check the Trend Micro icon on your system tray if it already disappeared to verify that it is disabled. Please make sure that it is disabled before proceeding to the next step.

Step 2. Run the Hotfix
  • Please click here to download the hotfix.
  • After downloading the hotfix, kindly run the tool to initiate it.
  • Accept the License Agreement and click the Next button.
  • Click the Install button.
  • Click OK when a warning window opens.
  • Restart your computer
  • Open the Trend Micro Security on your computer then try to run a scan again.
I hope this helps! Should you have any other concern, please let us know so we can assist you accordingly.

Enjoy the rest of the week!

Trend Micro Home Users Community

This conversation is no longer open for comments or replies.