TM_Adrian

Hi there,

Quick check first — confirming this is on a Windows PC, and when it "repeats endlessly," do you mean it keeps opening new tabs? If you could provide us more details regarding your concern it would be helpful for this to identify the possible cause.

As a general troubleshooting step that you can follow (considering this is a Windows Computer), you can follow the steps provided below:

1. Click on the Trend Micro Icon in the taskbar notification area then select Check for Updates. (Or click on Show hidden icons arrow ^ first if you cannot see the icon immediately).
2.  Open your Trend Micro Pay Guard -> double check for a Trend Micro Toolbar/Security  icon on the extension and remove the extra copy from the extensions.
3. Check for duplicate website input inside Pay Guard Configuration:
   1. Open your Trend Micro Security
   2. Click Privacy.
   3. Click on Configure beside Pay Guard.
   4. Check the Protected Website List for any duplicate website links that is entered then click X Remove button.

Kindly let us know if this works for you or if not, provide us further information about the behavior of your Pay Guard, device type, and what browser are you using. This should help us provide you the correct steps to follow. Thanks!

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.