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

Support
Solution ID Last Updated
1059953 Nov. 21, 2014 10:14 PM (PST)


Product / Version Platform
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;Trend Micro Antivirus+ Security - 2015;Trend Micro Internet Security - 2015;Trend Micro Maximum Security - 2015;Trend Micro Premium Security - 2015;
Windows - 7 32-bit, 7 64-bit, Vista 32-bit, Vista 64-bit, XP Home, XP Professional, 8 32-bit, 8 64-bit

Problem Description

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 corrupt

Solution

Important:
  • 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, follow the steps below:
  1. Open the Task Manager by doing either of the following:
    • Press CTRL + ALT + 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.
If the scan still will not complete, 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 + ALT + 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 Edit to modify, then set to "Allow".
    2. Click Apply, then click OK for the changes to take effect.
      Set Permission to Allow
Another alternative is to include the file in the Exception List of your Trend Micro program. Follow the steps below:
  1. Open your Titanium 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.


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