how to tell what the software is doing now?

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Trend Micro is at about 35% CPU utilization.  In the operator interface, I don't see any way to see what it is doing now.  Is a scan running, Is a software update running?  or what?  It has the machine busy, but doing what?
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merleeberline

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Posted 9 months ago

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Tom Emmelot, Champion

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Hi merleeberline,

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.
I hope this will help:
Slow PC performance due to high CPU or memory usage of CoreServiceShell.exe


Kind regards,
Tom
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TM_Ian, Employee

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Hi @merleeberline and welcome to the community.

Thank you for posting your concern here. Possible reasons why Trend Micro is consuming high CPU usage are the following:
  • There is another antivirus program installed on your PC.
  • There is a malware on the PC.
  • Trend Micro is outdated.
Kindly refer to the steps provided by @Tom Emmelot above.

Thank you and have a great day! :)

Trend Micro Home Users Community
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merleeberline

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I've made it stop again.  However, I did exactly the same thing I did the first time.  I ran the McAfee software removal tool.  This new PC came with McAfee Live Safe.  I did not even redownload it again.  I just ran the same download again.  Now why does that whatever come back about a month later?  I don't know.
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merleeberline

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I still want to know however, how to tell if a scan or an update is running.  I can not find anything in the operator interface that shows me that.  Something with a progress bar would help me tell if the utilization might be normal or abnormal!
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Tom Emmelot, Champion

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Hi Merleeberline,

On Default TM (maximum security) does a scan at startup, this is not showed, but at the end of the scan you get a report in the tray. Al the things TM does is showed in the Tray with a popup.
So are you now with a working version of TM or is McAfee still there?
Tell us more, give screen shots.
Here from you.

Kind regards,
Tom
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merleeberline

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As far as I can tell McAfee was uninstalled when I originally did it a month ago.  It does not show up in control program installed programs.  There is no McAfee directory on C: under programs.

When I had the problem the first time, I ran the McAfee software removal tool, and the high CPU utilization by TM stopped.

When I couldn't find any help for the problem yesterday on repeat, out of frustration I ran the McAfee software removal tool again, and it resulted once again in the TM CPU dropped to a more normal 1-3%.  Why this helps, I don't know.  When the high TM CPU utilization occurred, it was not at startup, but rather 3 or 4 hours later.  I don't know what the McA tool is helping, but it must be something.
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merleeberline

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However, my original request still stands.  Where in the operator interface can you see what it's current activity is????????????????

When I had my previous computers with McAfee on them, you could see when a scan was running or an update was running.  Both with progress percentage indicators.  I'm looking for something in TM, so I had a clue whether poor performance was due to a desired activity, or due to an abnormal activity.  Seems like an easy request, it's just I can't find what I'm looking for in TM.  If this problem keeps happening, I think my answer is to get rid of TM.
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Tom Emmelot, Champion

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Hi Merleeberline,

TM is just doing the job in the back and don't disturb you and the work you do.
That is what most of us just like from TM!
If something go's wrong TM tells you in the tray with a window.
If something goes wrong and TM does not work right that's a other thing.
So if there are other AV programs running, than can go the CPU usage up and can things go wrong.
Can you do a full scan or a Quick scan with TM?
Did you set a scheduled scan?
Tell us what you want to see more?

Kind regards,
Tom
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TM_Victor, Employee

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Hi merleeberline,

Regarding your original request, once you see that the Trend Micro icon on the system tray changes its display or its status to scanning or updating you may click on that icon and the interface to see what it is actually doing should show up.

I would like to request as well for this tool you have mention about "McAfee Software Removal Tool" is this tool used for uninstalling any software? or is this software used for computer optimization? Please note that a conflict of antivirus software is possibly happening on your device as you have another antivirus program and would also cause performance issues.

If in case it is a software for optimization, then that would be the reason for the decrease of CPU usage. Softwares use processes upon accessing a program. When you leave the software open or has not closed it completely, then those processes might be left open resulting to consumption of CPU usage. 

To better demonstrate this, I can provide you this simple action via the use of a web browser like Google Chrome.

Upon the start up of your computer when everything has just open, open the Task manager. Then go to the Processes tab. Notice that there should be no processes for the Google Chrome browser. After that, open the web browser Google Chrome, then check on the Task manager again that there would be multiple processes that has open and consumed the CPU usage. With that, this demonstration shows how applications consume CPU usage and you may leave them open and still they would take up the CPU allocation.

Each time an application opens, then the Trend Micro program responds as well to it by real time monitoring the application for possible malicious activity. If it is malicious, then it would be stopped at once, and block it. If it is safe or unknown, it would still be monitored until it is closed or the program that was accessed is already on the exception list for it to be ignored for monitoring.

We hope to hear from you soon.

Trend Micro Home Users Community
(Edited)
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merleeberline

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@TM Victor.  I don't understand your first paragraph.  I have never seen the system tray TM logo changing, including when this problem was occurring.  What does it look like when it is changed?  So essentially TM was telling me nothing about what it was doing at the time of the problem, which is why this is so frustrating.  Opening the user interface showed me no clue either.

McAfee software removal tool, is exactly what it is named.  On my prior computers which had McAfee anti-virus, I learned that windows add/remove software was unable to completely uninstall that software.  It also required the software removal tool to remove the remains.  When my problem occurred on my new computer I thought of this since it came new with McAfee Live Safe on it.  That is why I downloaded it and ran it.  And no, I'm trying to not run more than one software for this.  I bought the TM on the advice of the salesperson, and dissatisfaction with McAfee previously.  Now why the software removal tool helped me the second time this problem occurred, is a mystery to me, but all I can see is, it did!  Somewhere in all the reading I did for this problem, I found reference that TM also needs a software removal tool to get it completely off.

@Tom Emmelot, TM was affecting me.  Anything I tried to do, was SO slow, so yes it disturbed me!  I have set a scheduled scan for weekly on Friday.  However, looking at the log, it only has run 10/20/2017.  So the last 2 Fridays it didn't run for some reason.  I am attempting not to run more than one anti-virus software.  Not completely clear if I am succeeding.
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Tom Emmelot, Champion

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Hi Merleeberline,

I think you better reinstall TM.
Here's a reference doc for the steps: 
Reinstalling the latest version of Trend Micro Security program
Hope that helps.
Good luck.

Kind regards,
Tom
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merleeberline

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I did see my scheduled scan run today.  It was brief 2-3 min, but I did see the tray icon change to say scan running, and a small window appear in lower right corner with a progress graph circle like.  I think the original sleep settings were too short and may have affected why scan hasn't been running, so I changed the sleep settings.  An update ran this morning, showing 4 items updated.  I was using the PC at the time shown in the log, but I don't recall seeing any indication it was running.  Perhaps I just missed it.  At any rate, I now know more what these indicators look like.  I'm just annoyed I couldn't find this information in any "help" or the operator instructions I found online.

So for now, I'm better, and will just have to do a wait and see if the high CPU utilization returns, with no running indicators.  The CPU utilization during the scan I saw today, I think got in the 20's %, not sure I noticed any higher.
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TM_Ian, Employee

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Hi @merleeberline!

Thanks for the response. We'll take note of your comment about our help page.

Let us know if you have further concerns.

Enjoy your weekend! :)

Trend Micro Home Users Community
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merleeberline

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Well, once again today, I have the high CPU util from TM that started this question.  My install of TM was 10/11/2017.  The high CPU occured Wed 10/17, but may have started earlier before my detection, occurred again on Tue 11/7, and again today on Tue 11/14.  Now that I know what to look for to see if scan or updates are running, I checked and no indication of them.  Log shows no updates installed today.  CPU hugging around 35% and everything I do is so slow.  Once again I ran the McAfee software tool I used both times prior, and once again, after restart the high CPU util of TM is gone.  It's running more like usual up to about 5% only.

I suppose I could try to reinstall TM, but just not sure why I should have to.  The first time the problem occurred I had an online chat with a TM representative, and they did not offer any like remote desktop access to check my system.  I think the only way it could be diagnosed would be to see it when occurring.  Their only solution was to take it back to best buy to the geek squad.  I declined that, as just not feasible due to where I am and they are.  So I am kind of stuck at this point.  But for now, it's normal.
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TM_Jabi, Employee

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Hello merleeberline,

Thanks for a very detailed response. 

The only way we can think of why the tool from McAfee is working about this issue is their might be some strings or another process from McAfee running on your computer, based from your description.

Also, we want to inform you the normal CPU usage for the program, if it is working, is around 20-35% at least, specially when it is scanning and monitoring your computer real-time. This can go higher when you have lots of software/program open at the same time or for a long period of time. 

However, we still want to make sure that there's no remnants or running process of McAfee on the background before you reinstall our program. You can try to follow the steps below: 

1. Checking for Running processes through Task Manager. 
  • Press CTRL + SHIFT + ESC keys on your keyboard at the same time to open the Task Manager.  
  • Click on More Details.
  • Go to Processes tab.
  • Check all the running processes on your computer, you can expand a process to see it's process tree by clicking on the button.
  • If ever you found a running process for McAfee or other antivirus program, just select it and then End Task.
2. Disabling it from your Startup.
  • On the same Task Manager window, click on Startup tab. 
  • Look and check for programs set to start automatically.
  • Disable the programs that you do not need, and make sure that there are no security software enabled on Startup aside from our program.
  • You can disable a program from running automatically by selecting the programRight-click and selecting Disable.
3. Manually removing remnants of McAfee program.
  • Press Windows + R keys on your keyboard at the same time. 
  • On the Run command window, type and go to the following location one by one: %programdata%, %appdata%, %localappdata%. Delete all folders and files related with McAfee. You can also delete folders with random set of characters as it's name on it. 
  • Press Windows + E keys on your keyboard at the same time to open the Windows Explorer.
  • Navigate to Program Files and Program Files (x86).
  • Check and delete all files and folders related to McAfee on those locations.
4. (OPTIONAL) - Finding and deleting registry entries for McAfee. 
NOTE: If you are not familiar or if it's your first time deleting something on the Registry, feel free to skip this step.

Before you proceed, we just want to inform you that deleting wrong entries on the Registry can cause serious damage to your computer, so if you are not confident following the steps, just skip this one.
  • Create a backup of your registry. Use this link as your guide. 
  • On the same Registry Window, click on HKEY_CURRENT_USER.
  • Navigate on this location > SOFTWARE.
  • Check the list of the folders inside it, delete everything that you will find for McAfee. 
  • Once done, click on Windows6432Node and check everything inside of it as well.
  • After checking the HKEY_CURRENT_USER, select HKEY_LOCAL_MACHINESOFTWARE and repeat the steps above that you did on Current User section up to Windows6432Node.
  • Empty your Recycle Bin and restart your computer. 
  • Monitor the Trend Micro program's CPU usage after the restart. 
If all of these steps don't work, proceed in reinstalling the Trend Micro program.

I hope this helps.

Please let us know of any updates as soon as possible. 

We hope to hear from you soon.

Trend Micro Home Users Community