TM_Adrian

Hi there!

Thanks for reaching out! We're sorry to hear your scan is stuck at 45%. let's get that sorted out for you. Please try the steps below in order:

Step 1: Close all running apps and programs - Having too many apps open can slow down or stall a scan. Close everything you're not using, then check if the scan continues.
Step 2: Restart your device - Once your device is back on, try running the scan again. This clears up temporary processes that may be interfering.

Step 3: Restart Trend Micro If the scan is still stuck, restart Trend Micro using these steps:

1. Press the Windows (⊞) + R keys to open the Run window.
2. Type supporttool.exe and click OK.
3. Click Yes when the User Account Control window appears.
4. In the Trend Micro Diagnostic Toolkit, click the (C) Uninstall tab.
5. Click 5. Stop all components.
6. Wait 10–30 seconds until the Trend Micro icon disappears from your taskbar.
7. Click Start all components to turn it back on.
8. Try running the scan again.

Step 4: Delete temporary files If the issue continues, temporary files may be causing the slowdown. Here's how to clear them:

1. Press Windows (⊞) + R to open the Run window.
2. Type %temp% and press Enter.
3. Select and delete all files in the folder that opens.
4. Try running the scan again.

If you are still having trouble despite following the steps provided, you can always contact our support team via Chat with Trend Micro Support | Trend Micro Help Center

Hi,

Thank you for bringing this to our attention and for sharing the screenshot.

We'd like to look into this further to better understand what happened. Could you kindly check and share the sender's email address the email was sent from? You can find this by clicking on the sender's display name to reveal the full address.

We appreciate your patience while we investigate and will follow up once we have more information.