When I try to start a quick scan, the percentage remains at 0%. I restarted the program but to no avail.

  • 1
  • Problem
  • Updated 1 year ago
  • In Progress
When I try to start a quick scan, the percentage remains at 0%. I restarted the program but I still couldn't scan anything as the system states that I have to wait until a scan is finished or update is done.
Using windows 10.
trend micro internet security version 11.1
Photo of koongjye

koongjye

  • 90 Points 75 badge 2x thumb

Posted 1 year ago

  • 1
Photo of TM_Jabi

TM_Jabi, Employee

  • 7,242 Points 5k badge 2x thumb
Hello koongjye and welcome to the community! 

There are several reasons we can consider why the problem appeared. But first, we need to know when did the issue started to happen? Can you remember any specific activity you did on your computer the issue occurred? 

To fix the issue, you can try to follow the steps on the online article below: 
Unable to stop Trend Micro program from scanning

Hope this helps. 

Please let us know of any updates  as soon as possible.

Thank you and have a great weekend! 

Trend Micro Home Users Community
Photo of koongjye

koongjye

  • 90 Points 75 badge 2x thumb
Hi!
I tried to follow the instructions on the link you've provided but I am still facing the same problem whereby the scan is stuck at 0% and it states 'preparing for scan'.
Photo of TM_JK

TM_JK, Employee

  • 2,382 Points 2k badge 2x thumb
Hi koongjye,

Thank you for your updates.

This concern can be caused by an incompatible software or a possible unwanted application running in your computer. These programs needs to be removed as it may conflict the Trend Micro's perform. 

You can check this page for the Programs to remove before installing Trend Micro Security and this page  to uninstall Potentially Unwanted Applications.

After checking this, you may run the Permission tool for your computer to adjusts the necessary registry key, file, and folder permissions for all Trend Micro Security software components needed for the scan to work. You may open the tool thru this page and refer for the steps in using the Trend Micro Permission Tool

Please let us know if this helps you.


Trend Micro Home User Community
Photo of koongjye

koongjye

  • 90 Points 75 badge 2x thumb
Hi there,

Thank you for your reply. I am afraid I do not have any of the conflicting programs installed on my computer. To be honest, my desktop is brand new and I just got it yesterday. I have only installed this Trend Micro internet security so far. My settings is showing that Trend Micro internet security is switched on. I just can't do any scans thats all. I also just found out that I can't activate the web filtering option. It was on yesterday though.

Should I attempt to uninstall and reinstall everything again?
I don't know if it matters but I installed the antivirus via online as I do not have a CD drive.
Photo of TM_JK

TM_JK, Employee

  • 2,382 Points 2k badge 2x thumb
Hi koongjye,

Thank you for the update.


If you have you do not have the conflicting software in your computer, you need to do a clean re-installation of the program. You need to uninstall everything and then run some tools after it to make sure no Trend Micro program's components are in there. You can refer to the steps below for you to complete the clean reinstallation.

You need to uninstall the program. You may use the tool in this page to uninstall the Trend Micro program using the Diagnostic Toolkit



After uninstalling, you need to run the Remnant File Remover ToolThis will make sure to remove all Trend Micro components in the computer.

 

After doing this, you may run the Permission tool for your computer to adjusts the necessary registry key, file, and folder permissions for all Trend Micro Security software components needed for the scan to work. You may open the tool thru this page and refer for the steps in using the Trend Micro Permission Tool




After doing all the steps above, you can proceed in this page to install Trend Micro Internet Security 2017



Please be reminded that the tools above may require a restart to complete the changes it made to your computer. We hope this helps you solve your concern.



Trend Micro Home User Community

This conversation is no longer open for comments or replies.