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

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  • Problem
  • Updated 1 month ago
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Hi,
Well, the title describes my problem: High CPU and Disk activity by Trend Micro Anti-Malware Solution Platform
Half the world has this problem as it seems when i'm searching on the internet. I've tried all given advice, checked for conflicting software, uninstalled and re-installed Trend Micro. Turned off Microsoft OneDrive. 
I would like to know how to properly diagnose this problem. I'm tired of "trying" things to fix it. I'm a software engineer by proffesion and know a thing or two about computers.
This is my last shot for fixing this problem. If not, i will cancel my subscrition. Unfortunately i just payed for another year... 
Hope someone can help me with diagnosing instead of given advice "trying" stuff. (because i did it all :))
With regards,
Pascal Loonen
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ploonen

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Posted 8 months ago

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TM_Kaye, Employee

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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)
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ploonen

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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

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TM_Jean, Employee

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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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gewart

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I am having the same problem , but not so much luck with steps 4 and 5...

I can download the remnant remover file, but computer can't run it. What software is required to run it?

Also, I can't find the Permissions Tool.  Is there a current active link?

thanks, Gary

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Tom Emmelot, Champion

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Hi gewart

Welcome to TM Home users Community, a public site where volunteers try to help each-other , also there are TM Employees that can give answers, that is only at working hours. I am just a volunteer!


If TM is uninstalled , you must run it as Administrator!
Than the permission tool,

Trend Micro Permission Tool

Than a new install of your TM product.

Reinstalling the latest version of Trend Micro Security program
https://esupport.trendmicro.com/en-us/home/pages/technical-support/1058995.aspx?_ga=1.147757687.1592...  
Hope this wil do the trick. 
Kind regards, 
Tom
(Edited)
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gewart

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Hi Tom,

Thanks for your reply and link to the Permission Tool.  I was able to download file " Ti_all_win_en_RegKeyFolderPermissionRecover_Tool0001.1531269724".  However, I run into the same problem as I did with Remnant File Remover: my computer cannot open it.  I get the "Windows can't open this file" message.  (I think the problem is with the " .1531269724" not being a recognisable file extension - but deleting that bit does not solve the problem)

Also, I'm not sure how to run it as administrator... when I right click the downloaded file, I don't get that option... any tips?

TM is uninstalled - and the computer is running much faster! -  but, as I mentioned,  I couldn't use the remnant file remover tool.  Will this affect my attempts to reinstall TM?   ... I'm tempted not to bother, given how much better the computer is running without TM.

Thanks

Gary

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ploonen

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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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ircil56

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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  

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ircil56

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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
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ircil56

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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!
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TM_Pat, Official Rep

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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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jacquesvoogt

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





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Max Slo, Champion

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-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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Tom Emmelot, Champion

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Hi max,

Hahaha wrote almost the same at the same time!

Kind regards
Tom ;)
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jacquesvoogt

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Thanks, just did.
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Tom Emmelot, Champion

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Hi jacquesvoogt

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

Kind regards,
Tom
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Max Slo, Champion

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

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Thanks, just did.
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jacquesvoogt

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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.
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jacquesvoogt

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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.
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Tom Emmelot, Champion

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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
 
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jacquesvoogt

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Right, so that worked for a couple of minutes.

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

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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
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TM_X, Official Rep

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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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zadey

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

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Hi zadey,

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

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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.
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Adrian Price

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Yep, this is happening to all of my laptops now too. Seems to be very widespread. I'm ready to jump to another antivirus platform except that I have 730 days left before the end of my subscription. When is Trendmicro going to fix this?
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TM_X, Official Rep

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Original Thread: https://en.community.trendmicro.com/t...

Please reference the new conversation here: High CPU and Disk Activity
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Fanita

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I can't see the new conversation, say I do not have access.
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stanheer

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Same here for me. 1 laptop 32-bit Windows 7, another laptop 64-bit Windows 10, both excessive CPU. On my 64-bit desktop Windows 7, TM is the highest consumer of CPU but only 3.5-4%. After doing all the remove and reinstall suggestions above, TM is quiet for a while, but sometime before the next day it's back to 20-30%.
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TM_X, Official Rep

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Case is for escalation

Please reference the new conversation here: High CPU and Disk Activity
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TM_X, Official Rep

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Case is for escalation

Please reference the new conversation here: High CPU and Disk Activity
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TM_X, Official Rep

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Hi zadeyAdrian Price, and stanheer

I'm sorry to know that you are all experiencing the same issue. I have reported this case to our Technical Specialist for further checking and investigation. I'll send you updates once I hear from them. In the meantime, please be guided by the resolutions posted above. Also, please provide us the following: 
  1. Operating system of the computer 
  2. Version of the Trend Micro program 
  3. Screenshot of the CPU and disk usage
Thank you in advance. Have a great week ahead! :) 

Trend Micro Home User Community
A viable fix would be to auto-exclude cloud sync folders from automatic scanning and only scan files as they are opened (intercept the file and scan it before the data is passed to the program requesting the data).

The sync management applications may also need to be handled differently as they tend to do automated scans of local content for changes, which can trigger continuous virus scanning of the sync folder.

Please forward this to the dev team if the issue is actually being worked on.
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Adrian Price

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1. Windows 10 Home Version 1709 OS Build 16299.309
2. Micro Trend Maximum Security Version: 12.0.1226
3. See Below

Have done the "fix" described above several times but it keeps coming back.
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j.oliver

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Same problem here, I have uninstalled and reinstalled the program multiple times. this only stops the issue for a week or so then it starts using high resources again. This is getting really annoying and I cannot run this on my workstation when I am working as I need the resources

Windows 10 Pro 1709 16299.334
Trend Micro Maximum Security 12.0.1226
(Edited)
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Adrian Price

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TM_X, still waiting for a reply about this issue. The details that you requested are listed above.
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TM_X, Official Rep

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Hi Adrian! I actually created a new thread for this. Have you seen it? Please advise if you can access this link: https://en.community.trendmicro.com/tm_en/topics/high-cpu-and-disk-activity. Thanks!
If you use ANY cloud file sync services, you need to exclude the sync drive/folder from Trend Micro scans to remedy this problem.

OneDrive, Google Drive, DropBox, and any others.  The scanner seems to just continually scan data in the folders as the sync manager checks for updates to sync.
(Edited)
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TM_Ian, Employee

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Thank you for the advice, @gaguirrebchispanicchamber!
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matthew.hansen

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Im having the same problem. Ive tried multiple re installs as instructed above. I have excluded
google drive. and still.. nothing.

within a day im back up to steady 30% CPU usage. which on  OC'd 6600K is pretty crazy.

So what do i do now? Ive been a long time user but now im ready to uninstall and be done with Trend forever. This is a massive problem that isnt being patched. 
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TM_Jabi, Employee

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Hello matthew.hansen,

We do understand your concern and we would like to apologize for the inconvenience this issue is causing you. 

Please contact us through Chat or Phone so we can provide better assistance to you regarding this issue, you can check the link below: 
Ways to Contact Support

We will wait for your contact.

Have a lovely day! 

Trend Micro Home User Community
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matthew.hansen

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I worked with 2 Trend engineers on this problem and after an hour they ended up saying that greater than 30% CPU use is normal and my system working correctly. 

So after many years its time to say goodbye to Trend. No way can i have software that takes a third of CPU performance when my pc is at idle. What a disappointing outcome. 
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Tom Emmelot, Champion

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Hi matthew.hansen

Welcome to TM Home users Community, a public site where volunteers try to help each-other , also there are TM Employees that can give answers, that is only at working hours. I am just a volunteer!
Are you sure you don't run a other program at the back, Ccleaner pro or some Malwarebite and are you sure Defender is not working?
I run Win !0 pro 64 i7 16 Gb mem C;\ drive ssd and the processor is on 0,5 percent or less.
So there must be a other process that triggers your problem.
You may try to put TM to start first by Settings/Other settings/ Extra Security.
Here from you.

Kind regards,
Tom
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Fanita

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I've been having the same issue, plus i already did the uninstall and reinstall as well as the removal tool but nothing happened. Kinda worried. I don't know if it might be that I need to speed some 200 dollars to get some extra RAM or something?

 
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Tom Emmelot, Champion

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Hi Fanita

2 Things, see that er is a update pending of TM and that is not working?
And i think that at the same moment a big update from Win 10 is pending?
So finish first the Win !0 update and then see what happens.

Kind regards,
Tom
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Chris

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Same issue here. I've tried uninstalling and reinstalling with the removal tool.

I contacted TM Support via email only to be told that 30% is normal and they don't consider it problematic unless it hits 50%. I sacrifice 30% of my Laptop (and the battery usages that goes with it) every day. Idle I can handle, but when you're compiling apps or running emulators this is hopeless.



The latest Windows Update 1803 didn't impact TM at all.

Windows 10 Home 1803
12GB RAM
SSD
i5 - 2.20 GHz

Fresh build, no third party applications listed by TM installed.

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