Information About High Disk Activity of Trend Micro Anti Malware Solution Platform

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Hi,
 
We have been receiving a number of reported cases of slow computer performance and high disk activity of Trend Micro Anti Malware Solution Platform. This happens due to either of the following: 

  1. Conflicting programs are installed on the computer 
  2. Computer is possibly infected by malware 
  3. Environment issue (e.g. outdated operating system, device specifications, etc.)
  4. Corrupted Trend Micro components

To solve this, please follow the instructions in this link:

Slow PC performance due to high CPU or memory usage of CoreServiceShell.exe
 
Please note that following the troubleshooting steps requires time and effort. If you need support members to help you with the steps, we recommend that you contact support here: 

Contact Trend Micro Support

CPU usage usually returns to normal after removing the root causes stated in the article above. But if there are no conflicting software, no malware infection, Trend Micro Security has been freshly installed or reinstalled, then we need to find other root cause/s which may be unique to your (or some) computer setup. 

Thanks, 
Trend Micro Community
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TM_X, Official Rep

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Posted 3 months ago

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blueocult

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This reply was created from a merged topic originally titled Anti Malware high cpu usage.

I am totally confused by the way you are handling this issue. To me it looks like a high percentage of your users suffer from this issue. You have them jumping through hoops to fix it themselves. This is how software companies run their bushiness these days. you want our money and then you expect us to fix your software bugs. YOU NEED TO FIX THIS NOT US. Conflict with other software you fix it. Reload the program, No you push software patch to us.
Remnants of your old programs, REWRITE YOUR UNINSTALL PROGRAM.I am getting tired of your software. YOU will become as Norton on my list of never using your product.  
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rossflynn56

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This reply was created from a merged topic originally titled High CPU usage with the anti-malware solution platform.

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?
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erza, Official Rep

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Hi rossflynn56,

Good question. 

I'd say generally if a program does not have any tool to fix or repair itself, reinstalling is the best way to reset the installation. It is possible that during the first time of installation, it wasn't as complete or successful as it's supposed to be. There might be broken packages, a dll failed to register, a module that did not successfully update, etc.

I can say the same thing for Trend Micro Security. So if the performance is not improved by removing conflicting software or malware and your device meets the requirement, then it could be a corrupted component. There are available hotfixes for some components but to reduce the effort of identifying which component is corrupted, the fastest way to fix it is reinstall.

^erza 
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todd

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This reply was created from a merged topic originally titled CPU Utilization of trend micro process rises untill windows explorer freezes, at ....

I would like to know how to generate or export logs, or where they are located.
I have had issues where the computer freezes, sometimes while not carrying out any activity other than viewing video stream in chrome.
This is a fairly new issue, in the last 3mo. A little bit after I installed windows 10 ver 1803 with the core memory isolation enabled.
Trend micro version: 12.0.1226
The component versions almost all show a release date of 05/09/2018
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fisher.annemarie

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Hi Tom.  I did check for conflicting software before uninstalling, reg cleaning and re-installing.  There did not seem to be any other program using high CPM.  Uninstalling the password manager seems to have fixed the issue (thankyou Ross), so I can only assume that it was the culprit, although I still don't know why.
I haven't tried the hotfix.  What does it do? Might it make it possible to reinstall password manager?  And why oh why am I only offered help by a volunteer?? (NOT a dig at you, Tom, I appreciate your help, but Trend's direct customer support has been WOEFUL).
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TM_Pat, Official Rep

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Hi fisher.annemarie,

We're sorry to hear about this experience. We will endorse this concern our Senior Engineers for thorough troubleshooting about this matter. We have sent you an email for more details about it.

Regards,
Pat
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rossflynn56

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fisher.annemarie Glad I was of assistance. I had 4 months of grief with this, always being told it was conflicting software, and do a reinstall (I gave up on reinstall suggestions after 4 times not fixing the problem.) And to be honest, the Password Manager does not get highly rated on review sites anyway. After 1 week, I am still at zero % CPU when idle, fingers crossed it stays like this. Hopefully others users like us may find this solution useful too. Maybe Trend will now address this issue after being made aware of it.

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emaclex

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Uninstalling Password Manager isn't the only culprit. I have been fighting this for months. I finally Uninstalled TM and reset windows. Worked great. No more issues for 2 months. The minute I reinstalled TM .... (because I had forgotten to turn off my auto renew so if I paid for it again I might as well use it)... back to 100% disk usage.
I have tried all of the various fixes over the past several months... nothing!
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Tom Emmelot, Champion

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Hi emaclex

Can you tell us, did you download the latest 2019 version?
Update to the latest version of TM!
Upgrading Trend Micro Security software to the latest version

Kind regards,
Tom


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cburdman

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This reply was created from a merged topic originally titled Computer very Slow.

I am not satisfied with my internet security. It has slowed down my computer to unacceptable conditions. Your Trend Micro Anti-Malware solutions is taking 100% of my disk space. Either refund my money or tell me what I can do to solve this horrific condition!!!
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Tom Emmelot, Champion

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Hi cburdman

Update to the latest version of TM!
Upgrading Trend Micro Security software to the latest version


Kind regards,
Tom

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jgoucher3950

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This reply was created from a merged topic originally titled Using Windows 10: After every windows update, Trend Micro file MBG.db begins to m....

Although I do find other questions for the same topic/problem, I am not satisfied with the answers/solutions.  I find myself having to Uninstall, run remnant file remover, followed by folder permission.  Then, after a restart, reinstall Trend Micro.  Someone at Trend Micro has to find out what it is about every Windows Update that causes the program to go crazy.  The file being accessed is only 50MB in size.  I have purchased 10 licenses for a 2 year time period.  This is getting very time-consuming.  (I seem to have to do it every Tuesday evening, so I can work from remote (use my home PC and connect to work) the next day.

Although secondary in terms of importance, I cannot watch any Amazon, Hulu, or Netflix on my desktop due to the slowness of the system.  (I have an Intel M2 512GB drive.  So, it would be even worse on a regular SATA drive.
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TM_X, Official Rep

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Hi jgoucher3950

Apologies for the inconvenience. Are you able to follow the steps below?
  1. Disable the Trend Micro program (instructions here).
  2. Download the hotfix here and run it. 
Please observe and let us know how it goes. 

By the way, I highly suggest you upgrade to the latest version of the program first. If you encounter issues after that, apply the fix above. 

^X
(Edited)
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jerry.markota

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For me, upgrading to the latest version appears to have addressed the issue for now.  I am sure that in the near future another Microsoft Update will cause the same thing to happen again.  I look forward to the day Trend actually fixes this issue that has been happening for a number of years now.
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ian.bridger

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This reply was created from a merged topic originally titled slower computer after recent update..

I received an automatic upgrade notice a couple of days ago. Since restarting to instruction it seems that my computer has slowed down. Just wondering if anyone else has noticed this effect?
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TM_X, Official Rep

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Hi ian.bridger

Can you please take a screenshot of your Task Manager showing the processes? Any info about your computer will help us check this too (e.g. operating system, etc.).

^X
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rossflynn56

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I think I have solved the problem now. I uninstalled Password manager, which I did not use.
CPU usage is down to zero % when web pages are not open, memory is down too.
It has been 3 days now and problem with high usage has not recurred.
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TM_Shaun, Employee

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Hi rossflyn56,

Great job! If ever you encountered the similar problem in the future please consider Upgrading Trend Micro Security software to the latest version.

Cheers,
Shaun
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rossflynn56

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"If ever you encountered the similar problem in the future" ????? Thanks Trend, but this suggestion NEVER NEVER fixed the problem. I upgraded to the latest version 15, and still had the same problems. I uninstalled and reinstalled on 4 occasions. I had one of your reps take control of my PC and work through it. All with no resolution to the high CPU. Instead of asking customers to fix your problems, I suggest that you take a look at the hordes of complaints about this issue, in this community page and other forums. If the other lady here, and I, fixed it by uninstalling Password Manager, do you think that some fault may be with your product, and not everybody else's PC? Something for your highly paid engineers to look at.

By the way, when will you be sorting the toolbar for Firefox's new update?

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Tom Emmelot, Champion

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Hi

In Netherlands (Dutch version of TM) the password manager is not a part of TM, i dont use it, only test it on English version for Beta testing.
The toolbar has  a fix.
[Hotfix] "Trend Micro Toolbar could not be verified..." error message appears on your Mozilla Firefox settings

Kind regards,
Tom
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rossflynn56

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Thanks Tom, I will look there
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TM_Shaun, Employee

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Hi rossflynn56,

We will endorse your case to our Senior Engineers. We've sent you an email for more details.

Regards,
Shaun
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jerry.markota

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I have the high disk usage on the latest version of Trend.  It started after the last Microsoft update.  I have a Trend tech helping my on their chat feature (case # 125739).  It says since Trend is only tacking about 10% of my CPU it is not an issue.  The problem is disk usage -- Trend is writing about 2 MB every few second to my disk slowing my computer down way too much.  He is telling me the disk usage is normal, lol.

I have attached an image of the disk usage.
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jerry.markota

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As a follow up.  I just checked my wife's laptop and she has the exact same issue.  In the mean time I have been talking to this tech online for almost an hour with no progress made.  What a joke for customer service.  This is no way to run a software business.
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jerry.markota

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Here is a quote from the Trend tech:


As Ive previously mentioned, based on the tasks using your computer right now its not consuming too much disk space. For a real time scan to work it should consume less than 3 MB.

Trend did not do this the weeks before the latest MS update.  But is doing it now.  There is something broken and they do not want to admit it.

When I tried to close the chat window a message appeared stating "Closing the chat window will prevent you from getting help. Are you sure you want to close the window?"   Are they serious -- after wasting an hour with their tech to tell me the now constant high disk usage is normal.  I have to find a new virus protection solution.
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TM_X, Official Rep

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Hi jerry.markota

We've released a hotfix to solve this issue. You may find it here: 

Slow PC performance due to high CPU or memory usage of CoreServiceShell.exe

Let me know how it goes. 

^X
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AMKagali

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Hi, I am having this problem on the latest version of Trend Micro Antivirus+ (version 15.0.1204).  I installed the new version last night, and after removing remnants and re-installing I thought the CPU usage problem was resolved.  Then I turned off my laptop for the night, and when I turned it on this morning CoreServiceShell.exe was using a noticeable amount of CPU again.  Here is a screenshot I just took; the CPU usage is currently fluctuating between 30 and 45 percent.


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AMKagali

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Yes it is.  Interestingly enough, when I upgraded to the new Windows build, I checked Task Manager and noticed that while the AOL tasks were in the background they weren't using any CPU.  Once the new updates were installed though, the AOL tasks were using 10 to 15 percent CPU each, causing Trend Micro to use up 30 to 45 percent in response.
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Tom Emmelot, Champion

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Hi AMKagali

Did you try a reinstall of TM?
Follow this:
Uninstalling Trend Micro Security using the Uninstall Tool
https://esupport.trendmicro.com/en-us/home/pages/technical-support/maximum-security-2017/1115650.asp...
Using the Trend Micro Remnant File Remover Tool
https://esupport.trendmicro.com/en-us/home/pages/technical-support/maximum-security-2017/1104912.asp...
Using the Trend Micro Permission Tool
https://esupport.trendmicro.com/en-us/home/pages/technical-support/1112254.aspx?cm_mmc=Community-_-R...
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 helps.

Kind regards,
Tom




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AMKagali

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Another reinstall seems to have brought the CPU usage back down for now, even after restarting once I updated Trend Micro to its current state.
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AMKagali

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The problem has resurfaced after a hard boot.
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TM_Pat, Official Rep

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Hi AMKagali,

We'll endorse your concern to one of our Senior Engineers. We've sent you an email for more details.

Regards,
Pat