Windows explorer hangs when creating new folders -

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  • Updated 2 years ago
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  • (Edited)
Windows explorer hangs when creating new folders - Sometimes takes 2 minutes to create a folder, then everything is fine.  Reinstalled Trend and also applied the current hot fix (Ti_110_win_en_amsp_50_hfb1.9.1020) with no effect.
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scott_0196

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Posted 2 years ago

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Tom Emmelot, Champion

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Hi scott,

If you just Exit TM (right-click icon choose Exit)
Will create a new folder give no problem?
Did you run update drivers on your system?
So not can you update those?
Tell more about your system, os TM version.

Kind regards,
Tom
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scott_0196

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Hi Tom - 

Yes, when I exit TM, folder entries are just fine.
New Windows 10 pro system, all updated drivers and all new.
I also was able to prove this same issue on a 5year old Toshiba laptop also.

Thanks for getting back so quickly.
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Tom Emmelot, Champion

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Hi scott,

Can you try this:
1 uninstall TM
2 reboot
3 reg-clean with Ccleaner
4 install TM again but don't use Folder Protection.
5 Reboot
Like to here from you, good luck

Kind regards,
Tom
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scott_0196

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Performed all of the above and still the same.  Proven with three other pc's, all different builds and brands of components.  Folder protection doesn't seem to have any impact.  Also hangs when using MS office to create new folders to save files in.  The hang is exactly 2 minutes then the directory is created and everything is just fine.
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TM_L, Official Rep

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Hi Tom, thanks for assisting us on this case.

Hi @scott_0196, we totally understand your feelings.

We're sorry we cannot help you here as solving this issue in Community would take much longer. So we've passed this issue to our support center, along with the conversation history here. Our support agent will contact you to assist you as soon as possible. Thank you!

Trend Micro Home Users Community
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scott_0196

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Sounds great - thanks to all involved!
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Tom Emmelot, Champion

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Hi scott,

Hope to here from you what the problem was.

Kind regards,
Tom
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Gilley7997

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I would like to chime in on this as well, I have been playing with this for the last day and have come to the conclusion that Trend Micro is causing the issue on the New Folder creates.  I do not have the Ransomware protection enabled on either machine, but I experience the issue on both a new i7 laptop and and 6 year old AMD hardware.  Uninstalling Trend Micro corrects the issue and I can create up to 30 new folders without issue.  As soon as Trend is reinstalled, I begin to experience the File Explorer hang on at earliest the 2nd Folder create and at worst the 5th.  Very annoying when your tying to do some organization.
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scott_0196

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Good to hear that others are having the same issue.  I have proven the problem on four different PC's -- brand new build to 5 year old laptops.  Windows 10 pro and windows 10 home.  The same issue is also happening on a nephews computer as well as two neighbors computers.  Definitely something going on.  Seems that file explorer and trend just aren't playing well together right now.  I'm kind of wondering if the next windows cumulative update might correct the issue??  
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Gilley7997

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Scott,

Have you tried live chatting yet?  I am currently connected but didn't know if this was something you have tried.  I have tried watching Perfmon while this happens and also running the File Explorer windows as seperate processes just to see what hangs.  It appears to just be the thread that is handling the folder with the new create, as other file explorer windows will continue to function while this one is hung and frozen.  Do you see the same thing?
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scott_0196

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Yes, I see the same thing happening.  The file explorer instance when creating a new folder hangs for two minutes, then it is fine again.  A separate instance of file explorer without creating a new directory and just browsing works just fine.  It is especially evident through any MS Office application.
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Gilley7997

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I just finished working through a bunch of diagnostic steps and with the Live Chat support guys.  The created a bug report and sent it up the chain.  They actually had me time how long the hang was for, mine averaged about 87 seconds or so before the process will recover.  Hopefully they got some valuable info and we will see something come out of it.
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scott_0196

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That's great that you were able to step things up and provide more proof of a possible bug.  We should be on our way towards a correction/update/hotfix soon.  Thanks again to all involved!
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Tom Emmelot, Champion

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Hi Gilley and Scott.

Just for clarify the things here.
Do you have running on the background other AV or Malware programs, is Defender really off, no Ccleaner running at startup.
Can you try the 3 different start procedures from TM  in Settings/Other Settings/Boot system
Like to here from you, success.

Kind regards,
Tom
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Gilley7997

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Yes Defender is off, ccleaner is not installed, and the startup options are not relevant at boot time, due to the fact that I can Exit trend from the Task Bar and the Hangs no longer occur.  If I then manually restart Trend, the hangs begin again, and this would not have any affect on the processes starting and stopping at specific times in the boot order as the system has been booted for over a day at this point.

Thanks for the help.
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Tom Emmelot, Champion

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Hi Gilley,
 
The boot order can be relevant because if you use startup option 1 (Thats what i use) the TM programs startup before the most other things on you PC.
So if you want to try that option for me and are you sure that you not running other AV malware scanners at boot.

Kind regards,
Tom
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TM_L, Official Rep

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Hi @Gilley7997, we understand that you have contacted our Chat Support over this issue and you have been provided with some instructions. Hope the issue gets resolved soon!

Hi @scott_0196, 

We've passed this issue to our support center, along with the conversation history here. Please contact our support center directly to help you more efficiently, as they're equipped with better tools to diagnose and troubleshoot. 
Here are the contact details for you: 

Toll-free phone support: 1-800-864-6027 (Option 3) 
We are open: M-F 5AM – 8PM US Pacific time 

Chat Support link: 
https://esupport.trendmicro.com/en-us/home/pages/technical-support/contact/prechat.aspx 

Note: Please take note of your Service Request number that provided in your email and give it to our support agents for easier access of this case. 

Trend Micro Home Users Community
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scott_0196

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Well, got the Win 10 cumulative update, with no resolve, and no resolve yet from TM.  Shame on you guys.  Will be removing TM from all workstations as this has really gotten to be a nuisance.  
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Tom Emmelot, Champion

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Hi Scott,

That is why i ask you what is running on your several PC's, i got 5, all win 10 , no problems with creating anything so therefor i ask what you are running on all that PC's that you have trouble with TM. If it are all different computers the change that there are trouble with drivers is not possible, but that you run a program that on all of them that's the same is normal.
Do you have list of all the startup program's?

Kind regards,
Tom 
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TM_L, Official Rep

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Hi @scott_0196, thank you for your update.

We definitely want to help you to solve this issue. We've escalated your case to the related Team, and one of our engineers will call you directly for further investigation. Thank you.
 
Trend Micro Home Users Community

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