Updates cause system to freeze

  • 1
  • Problem
  • Updated 2 years ago
  • In Progress
Trend Micro Maximum Security causes system to become unresponsive for a few minutes while installing updates. This is not good for productivity.

This is happening more frequently lately. I have a few machines running it, all on Windows 10. The issue seems to affect some systems and not others, but I cannot see any obvious reason for this.
Photo of chris

chris

  • 90 Points 75 badge 2x thumb

Posted 2 years ago

  • 1
Photo of TM_Claudia

TM_Claudia, Employee

  • 10,842 Points 10k badge 2x thumb
Sorry to hear this issue. According to your description, we suspect that corrupted update file of Maximum Security can cause an update issue. Therefore, we suggest you follow the steps below to delete the update caches and perform an update manually on the computer that you're encountering this issue to see if the problem is resolved.

  1.  On your keyboard, press the Windows Key + R keys to open the Run command.
  2. Type "supporttool.exe" on the open field, then click OK to open the Trend Micro Diagnostic Toolkit.
  3. Click (C) Uninstall tab.
  4. Click 2. Delete Now. This will delete the security update files from your computer.
  5. Click Close.
  6. Right-click on the Trend Micro system tray icon at the bottom right corner of your screen.
  7. Click "Check for Program Updates" and the About Your Software windows will appear and will automatically check for available updates.

If the problem persists, please provide the basic PC info for those computers which is having the system unresponsive problem, so we can understand more background before recommending a solution.

Thank you.

Trend Micro Home Users Community
(Edited)
Photo of chris

chris

  • 90 Points 75 badge 2x thumb
Tried your suggestion, issue has just happened again.

The main computer is running Windows 10 64 bit, AMD FX-4300CPU, 8GB RAM.
Photo of TM_Claudia

TM_Claudia, Employee

  • 10,842 Points 10k badge 2x thumb
Sorry that the solution did not work for you. It seems your computer meets the system requirements and should run Maximum Security without problem.Since this issue can be caused by a few different reasons, let's try reinstalling Maximum Security to overwrite the program and replace any deleted or broken files.

Here's an online help page for your reference and please make sure all other programs are closed when performing the reinstall. 
Reinstalling the latest version of Trend Micro Security program 

After re-installation completed, please reboot your computer then follow the steps below to perform a manual update to check if the problem resolved.
1) Right-click on the Trend Micro system tray icon at the bottom right-hand corner of your desktop.
2) Click "Check for Program Updates" and the About Your Software windows will appear and will automatically check for available updates.

Please let us know how it goes! Thank you.

Trend Micro Home Users Community
Photo of chris

chris

  • 90 Points 75 badge 2x thumb
Unfortunately this has not resolved the issue, has just happened again.
Photo of TM_Claudia

TM_Claudia, Employee

  • 10,842 Points 10k badge 2x thumb
Sorry for the inconvenience caused. I'm sorry that we are not able to help you here since we might need you to provide related information for further investigation.

I will pass your info to our support center to create a trouble ticket, and a member of our support center will contact you soon. 

Trend Micro Home Users Community