A large archive, slow disk, unreadable object, or application problem can make a scan appear stuck. Check whether the object counter, current path, or progress indicator is still changing before stopping it.
Retry the scan safely
- Note the scan type, progress, current object path, and time.
- If the percentage, object counter, and current path all remain unchanged for at least 10 minutes, stop the scan once. Let it continue if the path or counter is still changing; one large archive can take longer than expected.
- Restart Windows, open Update, and confirm that the app and Threat List are current.
- Run the same scan again. Do not run another antivirus scan, backup, or large file transfer at the same time.
If the scan stops on the same object
Do not delete the file, archive, or disk entry manually. Record the visible path and use a Custom scan only to confirm whether the same location reproduces the problem. Avoid repeatedly scanning a failing external drive if Windows also reports read errors.
If the scan finishes but reports Skipped, Access denied, or a password-protected object, follow the skipped-files guide instead.
Send the evidence Support needs
Save the relevant Scan Log, collect system information, and contact Support with the scan type, start time, last visible path, and whether Stop worked. Keep the ticket active until the cause is isolated.