High CPU usage with the anti-malware solution platform

  • 2
  • Problem
  • Updated 7 hours ago
  • In Progress
I have started getting the high CPU usage for a few weeks now, with the anti-malware solution platform jumping between 3% up to 70% regularly, and sometimes higher. I have deleted all the conflicting programmes that are suggested and that I can find but no difference. No viruses or malware have been detected by Trend, and I have not added any new programmes. So why is it suggested to do a complete reinstall?
Photo of rossflynn56

rossflynn56

  • 160 Points 100 badge 2x thumb

Posted 3 weeks ago

  • 2
Photo of TM_X

TM_X, Official Rep

  • 2,070 Points 2k badge 2x thumb
Hi rossflynn56, 

Were you able to note when this usually occurs? Is the program installing an update or performing a scan whenever this happens? It is possible that there are conflicts among the Trend Micro program that are due to how it was downloaded, installed or modified; hence the suggestion to uninstall and reinstall it. If you haven't done this yet, please do so and let me know the results. 

Thanks, 
Photo of rossflynn56

rossflynn56

  • 160 Points 100 badge 2x thumb
Refer to my previous help desk queries. Twice I have been advised to do a complete uninstall and reinstall. It's OK for a week and returns. Obviously there is more to this problem than a reinstalls. Look at all the posts complaining about this.
Photo of TM_Pat

TM_Pat, Official Rep

  • 4,826 Points 4k badge 2x thumb
Hello rossflynn56,

Thank you for providing these details. Right now, we are still looking into this issue and the suggestion is to perform a clean reinstall. You may follow the instructions below for the clean reinstall procedure.


STEP 1: Uninstallthe Trend Micro program using the Diagnostic Toolkit
  • Press the Windows Button and letter "R" both on your keyboard at the same time to open the Run Console
  • Once the Run Console is open, type: supporttool
  • Click OK
  • Doing that will open the Trend Micro Diagnostic Toolkit. Once open, go to (C) Uninstall and then click on "1. Uninstall Software"
  • Wait for the uninstall process to finish then restart the computer when prompted
  • Note: If your computer cannot find "supporttool", click here to download a tool that will help you uninstall Trend Micro Security.
STEP 2: Run the Remnant File remover tool
  • Click here to download the tool.
STEP 3: Install Trend Micro Security
  • Click here to download the installer.
Should you have any other concern, please do not hesitate to reach out to us.

Regards,
Pat
Photo of rossflynn56

rossflynn56

  • 160 Points 100 badge 2x thumb
Pat, see my comment further below in this thread. Likely solution for my problem and possibly for everyone else too?
Photo of Tj Botha

Tj Botha

  • 62 Points
I personally think that there is essentially a big flaw somewhere with the core of TM. Everyone seems to complain about its high usage. Personally I had similar issues but in general if I look at my task manager and sort Processes to highest usage then TM will appear on the top for almost 60 percent of the time with usage of 3 to 9%. I have 3 desktop PC running windows 10 with almost identical problems. This is ridiculous which tells me the workflow or effectiveness of the background processes are having issues that is  slowing my PC's down too much. Asking to reinstall should be the exception rather than the rule. TM should sort this out as it is clear there are many people with the same problem 
 
Photo of TM_X

TM_X, Official Rep

  • 1,528 Points 1k badge 2x thumb
Hi TJ, 

When the CPU usage of CoreServiceShell.exe is around 70% and takes up 40 MB to 200 MB of memory in a normal computer state or environment, this is considered as normal. If the consumed memory exceeds 200MB and does not go back to normal for about 5 to 10 minutes, its CPU usage is considered HIGH.

Reinstalling the program is not entirely the workaround, it's just that some of our solutions are received via updates which can be installed by downloading the latest installer of the program. 
Photo of sandy

sandy

  • 62 Points
Totally agree, there are posts of this issue going back for 2 years and the TM response is always send us more data (I am not sure if anyone has done this). I have the same issue with the TM anti-malware service in task manager fluctuating between 5 and 30%, it does this every 5 seconds (cycles). Can we get a proper answer please as this is causing a lot of pain when I am working.  FYI - I have an i5 and have included my configuration.
Photo of TM_X

TM_X, Official Rep

  • 2,070 Points 2k badge 2x thumb
Hi Sandy, 

Thank you for posting the screenshot. The CPU usage is normal but the frequency of fluctuation is unusual. As of this point, we need to understand why it fluctuates. Can you please generate debug logs and send it to us? Here's how: 

Generating debug logs for Trend Micro Security

Please take note of the 4-digit Support ID as we will be using that one. 

Thanks, 
Photo of rossflynn56

rossflynn56

  • 160 Points 100 badge 2x thumb
Well, I think I found a solution to this problem.After countless discussions with TM reps here and over phone, their only solution was to uninstall and reinstall. But that never fixed the fault. It was at the stage that web pages were not respondibg, I could not even open a blank Word document.I even had a phone rep take control of my PC to diagnose it, his solution was to uninstall some video editing software.As a last resort, I think i found the problem. It seems OK so far after doing this.Take note people. After 2nd TM Micro sent to me for dowmload, I OPENED THE MAIN CONSOLE PANEL AND PRESSED THE SETTINGS, OTHER SETTINGS, and UNTICKED SMART PROTECTION NETWORK. THEN BACK TO SETTINGS and RESTORE DEFAULT SETTINGS.
On sitting idle, it has gone from 70^ down to regular 0-5% CPU usage and less than 40,000K memory usage.
Trend, why why why why can you not offer this as the initial solution????????????
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 18,514 Points 10k badge 2x thumb
Hi  rossflynn56 

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!
Question if you put on "Smart Protection Network again" , does the problem come up again?
 
Kind regards,
Tom
Photo of rossflynn56

rossflynn56

  • 160 Points 100 badge 2x thumb
Tom, every TM employees has told me that I have conflicting software, and to do a reinstall. That failed twice for me.
Actually the CPU usage did go up when I ticked that box again to review it, however I had web pages open at time so it could have been coincidence. I should try that suggestion from you to check it out.
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 18,514 Points 10k badge 2x thumb
Hi rossflynn56
Maybe  the TECHS can pin the problem better than!
 
Kind regards, 
Tom