Some programs do not work properly due to possible virus infection

This article shows you what to do if some of your programs do not run properly and you suspect that it's caused by a virus infection.

To resolve the issue, do either of the following:
OPTION 1: Run a Full Scan with your Trend Micro Security
To run a full scan, do the following:
  1. Update your Trend Micro Security by doing the following:
    1. Open the main console of your Trend Micro Security software. Do any of the following:
      • Double-click the Trend Micro icon on your desktop
      • Double-click the Trend Micro  system tray icon
    2. Click latest protection.
      main console
    3. Click Close once it tells you that updates were installed or if there are no new updates.
      about your software
  2. Run a Full scan by doing the following:
    1. Click the Scan Options button located beside the Scan button.
      main console
    2. Click Full Scan.
      main console

      Wait until the Full Scan completes.
      full scan
    3. Click Close once the scan is completed.
      Trend Micro Security automatically cleans any threat that it finds.
      scan results
OPTION 2: Use Trend Micro Free Tools to check for malware
Aside from Trend Micro Security's built in scanner, you may also use our Free Malware Removal tools:
  • HouseCall - This is the tool that you need to use first. HouseCall scans your PC for a wide range of Internet security threats including viruses, worms, Trojans, and spyware.
    For instructions, refer to this Knowledge Base article: Scanning your computer using Trend Micro HouseCall (For Home Users).
  • RootkitBuster - If you suspect there is a malicious component preventing HouseCall from executing, or that is trying to hide from the system, you may run the RootkitBuster. This tool is a rootkit scanner that can check through hidden files, registry entries, processes, drivers, and hooked system services. It can also clean out hidden files and registry entries that were created by malicious software.
    For instructions, refer to this Knowledge Base article: Using the Trend Micro Rootkit Buster for Home Users.
  • Anti-Threat Toolkit (ATTK) - The ATTK scanner can be used for offline and online computers. Download the correct package for your system: if your computer is connected to the Internet (online) or not (offline).
  • Ransomware Screen Unlocker Tool - The AntiRansomware Tool is able to execute successfully on an infected environment and stop a ransomware process. However, for digitally signed ransomware processes, the tool will not be able to stop the process completely but it can minimize it.
    For instructions, refer to this Knowledge Base article: Downloading and using Trend Micro™ Ransomware Screen Unlocker Tool.
  • Ransomware File Decryptor​ - a tool that attempts to decrypt files encrypted by certain ransomware families.
    For instructions, refer to this Knowledge Base article: Downloading and Using the Trend Micro Ransomware File Decryptor.
  • Rescue Disk - allows you to use a CD, DVD, or USB drive to examine your computer without launching Microsoft Windows. It finds and removes persistent or difficult-to-clean security threats that can lurk deep within your operating system.
    For instructions, refer to this Knowledge Base article: Using Trend Micro Rescue Disk.
Video Tutorial

Applies To: Antivirus+ Security - 2015;2016;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;

Last Updated: Jun. 26, 2017 5:27 AM (PST)
Solution ID: 1104588