High CPU and Disk activity by Trend Micro Anti-Malware Solution Platform

TM_Kaye, Employee

2,330 Points

Hello @ploonen and welcome to Trend Micro Community!

We are sorry that you are encountering this issue on your computer and with the Trend Micro program.

For us to further check and investigate this issue, we would like to know how high is the CPU usage of the Trend Micro program on your computer. Also, the name of the process of the Trend Micro program. If possible, please provide to us the screenshot of your Task Manager and the System Information of your computer.

Does this issue happen every time you use your computer or for a certain time only? Did you encounter this when the Trend Micro program is running a scan or an update? If yes, it is normal for the Trend Micro program to consume a certain amount of it.

Lastly, kindly verify the Trend Micro version installed on your computer.

We will be waiting for your updates.

Have a great day!

Trend Micro Home User Community

(Edited)

Comment

2 people like this

ploonen

170 Points

Hi,
Thank you for you reply. I'm happy to see that Trend Micro is so active in this forum.
The process that is consuming the CPU is Trend Micro Anti-Malware Solution Platform -> coreServiceShell.exe.

English is not my native language, i'm from the Netherlands so i'm sorry for any language mistakes i make.

The version of Trend Micro is 12.0.1226.
The cpu usage fluctuates between 20 and 30 percent. And it is continious. It starts right after booting the computer and keeps using that amount of CPU till i shut down. I have multiple Windows computers at home and a Macbook pro protected by your software but this computer (from my son) is the only one that has this problem. And i don't know why, so any help is greatly appreciated. I've added the requested screenshots.

With regards,
Pascal Loonen

Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1702874/RackMultipart20180212-19434-1o2s7qb-Capture1_inlinePNG1518449949

Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1702874/RackMultipart20180212-19434-1o2s7qb-Capture1_inlinePNG1518449949

Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1702875/RackMultipart20180212-116271-14jtxn9-Capture2_inlinePNG1518449960

Comment

TM_Jean, Employee

3,000 Points

Thank you for your response ploonen!

Seems like it does consume too high Memory and, at the same time, CPU. With that, we will need to do a clean installation. Kindly follow the steps below to do the complete removal of remnants.

Uninstallation and Removal of Remnants

1. Press Windows + R, then type in "supporttool". Choose yes when the UAC prompts.
2. In the Diagnostic Toolkit window, go to the Uninstall tab. Click Uninstall Software.
  Note: Do the Restart after you complete the steps until step 4.
3. Download the Remnant File Remover through the link below. Right click on the downloaded file and run it as administrator.

  Remnant File Remover Tool

4. Download the Permission Tool through the link below and run it as administartor.

  Trend Micro Permission Tool

5. Restart the computer.

After that, you may already try installing the program. You may refer to the link below.

Installing Trend Micro Security

We will wait for your update regarding this issue. Thank you!

Trend Micro Home User Community

(Edited)

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2 people like this

ploonen

170 Points

Hi,
Thank you for your quick response. I really appreciate this.

I followed your steps, but the "Trend Micro Permission Tool" did give me a 403 forbidden. I've searched google and found the tool on your site and did run it as administrator.

At this moment the process takes about 0,5% CPU :)

For now, it all looks great.

Thank you for your support.

With regards,
Pascal Loonen

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2 people like this

2018-03-16T15:21:55+00:00

ircil56

390 Points

So TM_Jean, do we not need to do this?

4. Download the Permission Tool through the link below and run it as administartor.

Trend Micro Permission Tool

2018-03-16T15:28:41+00:00

ircil56

390 Points

Does this seem concerning in the Remnant File Removal Tool window:

Executing SetACL commands to restore registry and folder permission...
check the hotfix execute mode - 0 (Failed)
Run uninstall tool

2018-03-16T15:29:31+00:00

ircil56

390 Points

TM_Jean, is this OK?

-> Operating system - WIN10_0_64
-> User account
- 501
Get programfile permission...
Executing SetACL commands to restore registry and folder permission...
check the hotfix execute mode - 0 (Failed)
Run uninstall tool
check mode 0 or 2? - 0 (Failed)
-> Installation complete
-> Operating system - WIN10_0_64
Installation successful!

TM_Pat, Employee

4,226 Points

Hello ploonen!

Thank you for your response!

We're glad that we were able to assist you with your concern through this Community. Should you have any other concern, please do not hesitate to reach out to us.

Enjoy the rest of the week!

Trend Micro Home Users Community

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2 people like this

110 Points

I have a very similar problem. It started a few weeks ago after a Trend Micro update.

Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1706669/RackMultipart20180221-102517-q3durt-TrendMicroHighCPU_inlinepng1519207082

Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1706669/RackMultipart20180221-102517-q3durt-TrendMicroHighCPU_inlinepng1519207082

Image https//d2r1vs3d9006apcloudfrontnet/s3_images/1706670/RackMultipart20180221-30181-krjtb8-TrendMicroHighCPU2_inlinepng1519207371

Comment

Max Slo

4,310 Points

-I'm not a Trend Micro representative, but I like to give you some suggestion-

Did you try to do what TM_Jean suggested, deinstall, use Remnant File Remover and installa again?
Just check TM is not working on an update/scan in the screenshot capture moment...

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3 people like this

2018-02-21T10:12:30+00:00

Tom Emmelot, Champion

15,654 Points

Hi max,

Hahaha wrote almost the same at the same time!

Kind regards
Tom ;)

2018-02-21T10:26:45+00:00

110 Points

Thanks, just did.

Tom Emmelot, Champion

15,706 Points

Hi jacquesvoogt

Did you try the Uninstall/Install like above suggestion from Jean?

Kind regards,
Tom

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1 person likes this

2018-02-21T10:13:46+00:00

Max Slo

4,310 Points

Hey Tom, do not read me in the mind, please. :)

2018-02-21T10:26:33+00:00

110 Points

Thanks, just did.

110 Points

Guys, give me some time... I only posted this 18 minutes ago.
After all downloads, hunting for the permission tool, uninstall, download new copy of TM and reinstall it has settled down to normal levels.

Comment

2018-02-21T10:30:38+00:00

110 Points

Question is, why should we have to go searching for solutions to a problem that should not have existed?
I do not think starting with a clean install is a permanent fix as we are installing the same bad application again. This is a band-aid solution that does not take away the pain or scarring.

2018-02-21T11:14:31+00:00

Tom Emmelot

14,758 Points

Hi jacquesvoogt

My wife's laptop is now trying to update from Win10 1607 > 1706 for the 20 ste time and i follow all the instructions on the Internet about it to no avail!
I think i go back to Dos ! ;)
I think a lot of the problems come from Windows update!
And the only won that are interested in dat buggy OS is the criminal that hangs on your phone and claims he is from Microsoft and wants to help you to get rit of the virus on your PC, they can see that in the windows log-files and show that to you !!
Software has bugs, i know, i test now for TM for 20 years, OS from win 95 till 10.
Mine PC is not the same as Your PC and i got a lot of other software running on it to.
So problems shall be there always!

Kind regards,
Tom

110 Points

Right, so that worked for a couple of minutes.

I have now tried to remove TM and re-install multiple times to no avail.

Comment

Tom Emmelot, Champion

15,706 Points

Hi jacquesvoogt

Did you look for this?
Programs to remove before installing Trend Micro Security
https://esupport.trendmicro.com/en-us/home/pages/technical-support/1061023.aspx
Right, so that worked for a couple of minutes, looks 3 weeks for me!
Here from you.

Kind regards,
Tom

Comment

1 person likes this

TM_X, Official Rep

908 Points

Hi jacquesvoogt,

Welcome to Trend Micro Community!

Apologies for all this trouble.

It seems that your computer's CPU usage is not high. Also, it is normal if the Trend Micro program consumes a certain amount of the CPU usage because it scans your computer real-time. However, you may improve it further by uninstalling third-party security software. You may check the link that our friend Tom Emmelot posted above for list of programs to be removed before installing the Trend Micro program again.

Waiting for your updates!

Have a great day! :)

Trend Micro Home User Community

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2 people like this

zadey

72 Points

My laptop got to the point it was hardly usable so I uninstalled Trend and tried Defender and the damn thing is flying.

Comment

2018-03-15T20:34:51+00:00

TM_Victor, Employee

4,334 Points

Hi zadey,

May I know if there is any possible conflicting software that was installed on your device when you have experienced this?

2018-03-16T22:21:31+00:00

zadey

72 Points

Nothing conflicting, Just started chewing up all resources.
Not one for stuffing around so deleted trend, worked heaps better so will prob keep this way and just do more backups and hope defender performs.