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

  • 1
  • Announcement
  • Updated 3 hours ago
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
Photo of TM_X

TM_X, Official Rep

  • 5,404 Points 5k badge 2x thumb

Posted 3 weeks ago

  • 1
Photo of blueocult

blueocult

  • 100 Points 100 badge 2x thumb
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.  
Photo of rossflynn56

rossflynn56

  • 200 Points 100 badge 2x thumb
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?
Photo of erza

erza, Official Rep

  • 2,912 Points 2k badge 2x thumb
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 
Photo of todd

todd

  • 80 Points 75 badge 2x thumb
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
Photo of TM_X

TM_X, Official Rep

  • 5,404 Points 5k badge 2x thumb
Hi todd

Please refer to this thread for more details about this issue. The solution and possible root causes are also posted above. Debug logs may also help us check into this, in case the root causes mentioned do not cause the issue. The link below shows how to generate debug logs but I highly suggest you contact our support for assistance: 

Generating debug logs for Trend Micro Security

^X
Photo of fisher.annemarie

fisher.annemarie

  • 70 Points
I just dealt with Jessica on the Trend troubleshooting app.  SHe took remote control of my computer, and then advised me that Trend was NOT the problem, as it was EXPECTED to use 70% of CPU???????

Can this be accurate?  If so, can any other users recommend a less resource hungry software solution?
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 22,568 Points 20k badge 2x thumb
Hi

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!

No is not normal!!! So are you updated to 2019 version when this happened?
If so uninstall by using this:
Click windows and R,
then type SupportTool,
click C uninstall,
then click 5,
then click 1 uninstall software.
reboot,
Do a regclean
Then do a new install.
Reboot.
And normal is less than 1% after a while, can be up to 100% sometimes, but this is for few seconds!
Hope this helps.

Kind regards,
Tom


Photo of fisher.annemarie

fisher.annemarie

  • 70 Points
Thanks for the response, Tom, but I had already done all that before I contacted Trend via the troubleshooting app. It was their staff member telling me that 70% was normal that has pushed me over the edge.

Uninstalling the password manager, as suggested by Ross below seems to have improved the situation somewhat, but is annoying, since, unlike him, I WAS using it.
(Edited)
Photo of cburdman

cburdman

  • 80 Points 75 badge 2x thumb
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!!!
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 22,568 Points 20k badge 2x thumb
Hi cburdman

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


Kind regards,
Tom

Photo of jgoucher3950

jgoucher3950

  • 100 Points 100 badge 2x thumb
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.
Photo of TM_X

TM_X, Official Rep

  • 4,764 Points 4k badge 2x thumb
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)
Photo of ian.bridger

ian.bridger

  • 80 Points 75 badge 2x thumb
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?
Photo of TM_X

TM_X, Official Rep

  • 5,368 Points 5k badge 2x thumb
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
Photo of rossflynn56

rossflynn56

  • 200 Points 100 badge 2x thumb
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.