Why do Trend keep on scanning but doesnt get anywhere

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  • Updated 1 year ago
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Why do Trend keep on scanning but doesnt get anywhere
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ofh

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Posted 1 year ago

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TM_Pat, Official Rep

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Hello ofh and welcome to the community!

Thank you for letting us know about this question that you have in mind. There are various reasons why this issue is happening. One is, the Trend Micro Security Software may be corrupted that's why the scan isn't moving. To troubleshoot this issue, please follow the steps below:

Step 1: Determine if the program is corrupted by checking the Diagnostic Toolkit
a. Press the Windows button on your keyboard and letter "R" both at the same time to open the Run console.
b. Once the Run console is open, type: supporttool
c. Click OK.
d. Doing that will open the Trend Micro Diagnostic Toolkit. Please check if the toolkit has the following components: (A) Debug, (B) Threats, (C) Uninstall, (D) Exception List, (E) Details.
e. If the mentioned components are all present, please go to (C) Uninstall click on "5. Stop all Components". After that, run the Trend Micro Permission Tool. Click here to download it. Note: To install this hotfix, you must log onto your computer using an account with administrator privileges. If you have installed software on your computer before, you probably have these privileges.
f. Restart your computer after installing the Permission Tool. Once your computer is open again, please try to run a scan again.

Note: If the issue still persists, please proceed to Step 2.

Step 2: Reinstall the Trend Micro Security Software
Note: Please follow the instructions below:
a. Uninstall the Trend Micro Program using the Trend Micro Diagnostic Toolkit
  • Open the Trend Micro Diagnostic Toolkit then go to (C) Uninstall then click "1. Uninstall Software". Restart your computer when prompted.
b. Download and install the Trend Micro Remnant Remover Tool. Click here to download it.
c. Run the Trend Micro Permission Tool. You may use the same link provided above.
d. Install the Trend Micro Security Software. Click here so you can download the installer file.
e. Once the program is installed again, please try to run a security scan.

We hope this helps! We'd love to hear from you soon after trying these steps.

Enjoy the rest of the week!

Trend Micro Home Users Community