"Unable to Remove Threats" or "Threat Not Removed" error message appears when your Trend Micro Security program runs a real-time scan

You receive the following error messages when Trend Micro Security program detects a malicious file during a real-time scan:
Unable to Remove Threats
"Unable to Remove Threats
Some security threats could not be removed.
Please contact Trend Micro for help."
Unable to Remove Threats
"Unable to Remove Threats
Some security threats could not be removed."
This happens if the detected file is either a running process or inside the System Volume Information folder.
To resolve the issue, select the applicable scenario below:

 


The detected file is inside the System Volume Information folder
To resolve this issue, delete all System Restore Points. Do the following:

 

  1. Turn off the System Restore feature by following the steps below:
    For Windows Vista
    1. Click the Start button, then right-click Computer.
    2. Select Properties.
    3. Click System Protection in the left pane. 
    4. Clear the check box next to the disk, then click OK.
    For Windows 7
    1. Click Start.
    2. Right-click Computer.
    3. Select Properties.
    4. In the left-pane, click System Protection.
    5. Under Protection Settings, select a disk, then click Configure.
    6. Select Turn off System Protection.
    7. Click Apply, then click OK.
    For Windows 8 and 8.1
    1. Click Desktop.
    2. Click File Explorer.
    3. Right click Computer.
    4. Select Properties.
    5. In the left-pane, click System Protection.
    6. Under Protection Settings, select a disk, then click Configure.
    7. Select Turn off System Protection.
    8. Click Apply, then click OK.
    For Windows 10
    1. Click Desktop.
    2. Click File Explorer.
    3. Right click This PC.
    4. Select Properties.
    5. In the left-pane, click System Protection.
    6. Under Protection Settings, select a disk, then click Configure.
    7. Select Turn off System Protection.
    8. Click Apply, then click OK.​

     

  2. Restart your computer.
  3. Scan your computer using Trend Micro security program to complete the cleanup.

 


The detected file is a process that is still running
To resolve this issue, end the process using the task manager. Do the following:

 

  1. On your keyboard, press CTRL + ALT + DELETE, then click Task Manager.
  2. Click the Processes tab.
  3. Look for the process in the list.
  4. Right-click the process name, then select End Process.
  5. Try deleting the threat manually.

 

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.

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Applies To: Antivirus+ Security - 2016;2015;2017;Internet Security - 2016;Internet Security - 2015;Internet Security - 2017;Maximum Security - 2016;Maximum Security - 2015;Maximum Security - 2017;Premium Security - 2016;Premium Security - 2015;Premium Security - 2017;Titanium AntiVirus + - All;Titanium Internet Security - All;Titanium Maximum Security - All;Titanium Premium Security - All;

Last Updated: Sep. 16, 2016 1:41 AM (PST)
Solution ID: 1104104