Crushing my battery life on all devices.

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  • Problem
  • Updated 1 year ago
  • Acknowledged
I have had the Maximum Security software on my Surface for two days and it absolutely crushes my battery life. This is completely unacceptable. I put it on my Android phone and the exact same thing. I will be deinstalling and demanding a refund if I don't get an answer back by tomorrow 4/12 with suggestions. Regards.
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Kyle Keffer

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Posted 2 years ago

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TM_Jabi

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Hi Kyle Keffer and welcome to the community! 

Thank you for bringing this issue to our attention and we apologize for the inconvenience this has caused you.

To help you with you with this issue, we need you to provide us some information about your devices first, kindly fill up the fields below:

Surface Pro: 
  • Device model:
  • Operating System:
  • Version of the Trend Micro program installed: 
  • Average battery life before installing the Trend Micro program:
  • Average battery life after installing the Trend Micro program: 
Note: 
- Press "Windows+R" buttons on your keyboard, type "winver.exe", press "Enter" to identify your Operating system.
- Right-click the Trend Micro  system tray icon on the bottom right of your computer, select "Check for updates.." to identify the version of the Trend Micro program on your device.

Android: 
  • Device model: 
  • Operating system:
  • Version of the Trend Micro program installed: 
  • Average battery life before installing the Trend Micro program:
  • Average battery life after installing the Trend Micro program: 
Note: 
- To get all the needed information above, go to Settings and select About.


One possible reason why your battery life is being drained is the program is doing a real-time scan or updating, but, it will just perform the scan if you are doing something on your devices. For us to arrive at a solution on how to fix the issue, we need to get all the needed information above. 

We will wait for your response. Thank you! 

Trend Micro Home Users Community
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Kyle Keffer

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Surface Pro: 
  • Device model: Surface Pro 4 16GB 1T i7-6650U 
  • Operating System: Windows 10 Ver. 1607 (OS Build 14393.953)
  • Version of the Trend Micro program installed: 11.1.1045
  • Average battery life before installing the Trend Micro program: 4-6+ hours almost constant use
  • Average battery life after installing the Trend Micro program: < 2 hours
Android: 
  • Device model: SMT-G935T Galaxy S7 Edge
  • Operating system:  Android 7.0
  • Version of the Trend Micro program installed: 8.2.1.1073
  • Average battery life before installing the Trend Micro program: 20+ hours
  • Average battery life after installing the Trend Micro program: < 8 hours.
If they were doing scans then something should indicate that.  I checked the application on both, and they were supposedly doing nothing.  On the Surface the program was using between 15-33% CPU every time I checked.
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TM_Jabi

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Hi Kyle Keffer and thank you for your quick response! 

Thank you for providing every information that we need from you.

Kindly follow the steps for our initial troubleshooting below.

For Surface Pro 4:
Step 1: Check for any conflicting software that might be installed on your device. Please click here to see the list of those programs. 
To remove the conflicting program, do the following:
- On your keyboard, press the Windows Windows Key+ R keys.
- In the Open field, type "appwiz.cpl", then press ENTER. The Programs and Features window will open.
- Select the program you wish to remove, then click Remove or Uninstall.
- Wait for the program to be uninstalled, then restart your computer.
Note: If you encounter any problems with the uninstall process, contact the software manufacturer's support team.

Step 2: Check for malware infection.
- Download and run the Anti Threat Toolkit, Online scanner (64-bit)

You will receive a temporary ID number that you can use when you contact Trend Micro Technical Support and a Trend Micro Anti-Threat Toolkit folder will appear on the same folder where you ran the tool.


Step 3: Reinstall the Trend Micro program. 
Uninstalling Trend Micro Security 2017 using the Uninstall Tool 

- Use the Remnant File Remover Tool.
Note: This hotfix removes any leftover Trend Micro files from your computer so that you can successfully install the latest version of your Trend Micro Security Software.

- Installing the Trend Micro Maximum Security 2017


For your Samsung-G935T Galaxy S7 Edge: 

Step 1: Uninstalling your Mobile Security for Android
Step 2: Click on this link to see the steps on how to install the full version of the Mobile Security for Android. 
Step 3: Upgrading Mobile Security for Android to the latest version 
- On your android device, open Google Play Store, then search for "Trend Micro Mobile Security".
- Tap Update, then follow the remaining instructions.
- After the upgrade, you may check your app version from the app Settings.

After performing all the steps above,  please monitor if there will be improvement for the average battery life of your devices. Kindly check as well if you will still get 15-33% on your Surface Pro 4.

Any update regarding this issue will be greatly appreciated. 

Trend Micro Home Users Community


(Edited)
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Kyle Keffer

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I am sorry for the delay in responding.
I followed all the instructions for uninstalling and used my computer for a couple weeks as I was traveling.  However, I want to be protected, especially since I have been traveling.
To that end, I tried to reinstall the package on my Surface per the instructions above and got an error code 1603, 3002, 0xe0220019
What are your suggestions?
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Kyle Keffer

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I followed the link in the error message, performed each step and reinstalled the software successfully.  We will see if/how it effects the performance of my Surface.  I will update the ticket when I have more information.  I do have to say, your software should not be this difficult to install.  With all the installation problems, I have concerns regarding the effectiveness of software. 
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Kyle Keffer

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The software seems to be working as advertised.  It seems the it was far more difficult to install than it needed to be especially for a device that had no other protection on it.  Anyway.  Thank you for the detailed instructions and resources necessary to make this work.
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TM_Cj

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Hi @Kyle Keffer and thank you for your response.

I do apologize for all the steps you have done and also for the inconvenience this issue has caused you.

Regarding the installation, it should be easy however there are some factors we need to consider that might cause problems with the installation. Also, it is now good to hear that you were able to successfully install the Trend Micro program. If you have any other concerns, please feel free to post to this community so that we can continue in assisting you.

Thank you and have a great day!

Trend Micro Home Users Community

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