Scan does not finish and you cannot turn off Trend Micro Security software

Your Trend Micro Security program scan will not complete or finish and you cannot shut it off. This problem is caused by either of the following:
  • High CPU usage
  • The current file being scanned is locked or corrupted

Notes:
  • Before ending the scan, take note of the percentage and the complete location of the file being scanned.
  • We recommend that you print out this document or bookmark this page before proceeding because you will be asked to restart your computer during the procedure.

To resolve this, do the following:

OPTION 1: Restart the scan process
To restart the scan, do the following:
  1. Open the Task Manager by doing either of the following:
    • Press CTRL + SHIFT + ESC.
    • Press CTRL + ALT + DELETE, then click Task Manager.
    • Right-click any empty space on your taskbar, then select Start Task Manager.

     

  2. Select Quick/Full Scan in Progress in the Task Manager under the Applications tab, then click End Task.
  3. Click End Now when a warning window that says "This program is not responding".
    Note: If the scan does not stop, do the following:
    1. Click the Processes tab on the Task Manager.
    2. Select any instance of uiWinMgr.exe, then click End Process.

  4. Restart the computer, then run a scan again.
  5. Check if the scan will finish.

OPTION 2: Add permission
To add permission, do the following:
  1. Check if the file currently being scanned is the same as before, then locate the file.
  2. Open the the Task Manager by doing either of the following:
    • Press CTRL + SHIFT + ESC.
    • Press CTRL + ALT + DELETE, then click Task Manager.
    • Right-click any empty space on your taskbar, then select Start Task Manager.

     

  3. Select Quick/Full Scan in Progress in the Task Manager under the Applications tab, then click End Task.
  4. Click End Now when a warning window that says "This program is not responding".
    Note: If the scan does not stop, do the following:
    1. Click the Processes tab on the Task Manager.
    2. Select any instance of uiWinMgr.exe, then click End Process.

  5. Right-click the file, then select Properties.
  6. Click the Security tab in the Properties window.
  7. Select each item inside the "Group or user names" section, then check if their Permissions are set to "Allow".
    Follow the steps below to set the Permissions:
    1. Click Editto modify, then set to "Allow".

       

    2. Click Apply, then click OK to save the changes.

       


OPTION 3: Add the file to exception list
To add the file to the exception list, do the following
  1. Open the program's main console, then click Settings.
  2. Click Exception List, then click Programs/Folders.
  3. Click Add, then click Browse.
  4. Locate the file by following its path.
  5. Select the file, then click Open
  6. Click OK.
  7. Click Apply, then click OK to save the changes.

 

Note for Windows XP Users:
On April 8th, 2014, Microsoft formally announced the Windows XP end of support. Because Microsoft no longer fixes issues on Windows XP, it has become increasingly difficult for Trend Micro to keep users safe on this operating system. While our internet security products can be installed on Windows XP, we encourage all of our users to upgrade their PCs to a more modern operating system which will provide greater stability and security. You can refer to this article for more information.
Video Tutorial

Applies To: Antivirus+ Security - 2015;Antivirus+ Security - 2016, Antivirus+ Security - 2017;Internet Security - 2015;Internet Security - 2016;Internet Security - 2017;Maximum Security - 2015;Maximum Security - 2016;Maximum Security - 2017;Premium Security - 2015;Premium Security - 2016;Premium Security - 2017;Titanium AntiVirus + - All;Titanium for Small Business - 2012;Titanium Internet Security - All;Titanium Internet Security for Dell - 2011;Titanium Maximum Security - All;Titanium Maximum Security Premium Edition - 2012;Titanium Premium Security - All;

Last Updated: Sep. 09, 2016 5:34 AM (PST)
Solution ID: 1059953