Exception list for Real time scanning does not seem to work

  • 1
  • Problem
  • Updated 2 weeks ago
  • Acknowledged
The Exception List within the Real-time scanning feature does not seem to work.  Whenever my online backup service is performing a backup (in this case, IDrive, idwutil_600.exe), Trend Micro starts consuming a fair amount of CPU and the entire systems slows down significantly.  If I disable the Real-time scanning feature, the system reverts back to it's normal responsiveness.  I added the IDrive executable to the exception list but that did nothing to help (see attached).
Also tried adding the entire IDrive folder to the exception list but still nothing helpful resulted.  I also tried re-installing Trend Micro Max Security as described in the support knowledge base which did not help.

Is there a way to make this work?  Or am I doing something incorrectly? 

I am using Window 8.1 Pro with TrendMicro Max Security version 12.0.1226

Photo of jeremy

jeremy

  • 90 Points 75 badge 2x thumb

Posted 4 weeks ago

  • 1
Photo of TM_Pat

TM_Pat, Official Rep

  • 6,666 Points 5k badge 2x thumb
Hello Jeremy,

I can't see the need of adding your drive into Trend Micro Security's Exception List. Are you encountering any pop-up message from Trend Micro Security while you're doing your back up? You can only add the your drive to the Exception List if Trend Micro Security is preventing you from doing your back which is I believe isn't the case here.

In addition to that, the CPU usage for Trend Micro AMSP which is 14.7% is still within the threshold limit. We only consider it as an issue if Trend Micro AMSP alone will consume more than 30%. And for the memory and disk usage, threshold limit is 500 - 700 mb/s.

Regards,
Pat
Photo of jeremy

jeremy

  • 90 Points 75 badge 2x thumb
Hello Pat, thanks for the reply!  Considering how slow my computer becomes when the Real time scan feature is enabled and how responsive it becomes when I disable the Real time scan, it seems very clear this feature is causing the slow down.  So even if YOU don't see a need for adding this to the exception list and the CPU usage is under the threshold, I certainly do.  Putting aside "need" and getting back to the original question, the description of the Exception list in the software says "Scans and other kinds of monitoring will ignore anything you add to the list".  Does that mean the Real time scanning feature should ignore the processes that I add to the list?  You are correct that Trend Micro security is not preventing the backup from taking place (no popup messages, etc.), however, the Real time scanning feature still scans all the traffic generated by the backup which is not what I would call "ignoring" it.  Can you please help me understand what I should expect from the Exception list and Real time scanning feature?  And is there any way to make it truly ignore the programs I specify?
Thanks again,
Jeremy
Photo of TM_Pat

TM_Pat, Official Rep

  • 6,666 Points 5k badge 2x thumb
Hello jeremy,

Point taken, perhaps add both the drive and the destination of the back up files to see if that will make any difference.

Hope to hear from you again. ^_^

Regards,
Pat
Photo of jeremy

jeremy

  • 90 Points 75 badge 2x thumb
Thanks Pat!  Unfortunately since iDrive is a cloud backup service, I am unable to specify the destination folder in the Exceptions list.  All I can specify is the local folder where the data resides and the executable files that run when the backup takes place.  I have both listed on the Exceptions list but Trend Micro is definitely not "ignoring" these.  Any other ideas?

Thanks again,
Jeremy
Photo of TM_Victor

TM_Victor, Employee

  • 4,902 Points 4k badge 2x thumb
Hi jeremy,

I would like to know if you have already placed the whole program folder of the application instead of just the executable file?

You may try to do the same as the screenshot below. (Note: This one is for GoogleDrive)



By the way, may I also know if you might have placed the local folder under the protection of folder shield?

If yes, you might also want to configure the Trust list for Folder Shield. The programs that access the local folder if it is being protected by the feature also undergoes scan
to ensure that the activity is legitimate. You may check it on this link - Adding a program to the Trusted Program List

We hope to hear from you regarding this one.

Have a great day! :)