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

  • 2
  • Announcement
  • Updated 9 months 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, Alum

  • 9,406 Points 5k badge 2x thumb

Posted 11 months ago

  • 2
Photo of blueocult

blueocult

  • 160 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

  • 292 Points 250 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

  • 3,390 Points 3k 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, Alum

  • 9,366 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

  • 100 Points 100 badge 2x thumb
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

  • 27,306 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

  • 100 Points 100 badge 2x thumb
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 Tom Emmelot

Tom Emmelot, Champion

  • 27,306 Points 20k badge 2x thumb
Hi

Maybe you have software running that make TM active all the time

You can see that if TM is high in CPU use there is also a other program on that moment high in CPU use, this way you can find out the program that is doing it.
Are you sure no conflicting program is running from this list?
Programs to remove before installing Trend Micro Security
https://esupport.trendmicro.com/en-us/home/pages/technical-support/1061023.aspx
Did you try the hotfix from TM_X underneath?
Hope you can solve it this way.

Kind regards,
Tom


Photo of fisher.annemarie

fisher.annemarie

  • 100 Points 100 badge 2x thumb
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).
Photo of TM_Pat

TM_Pat, Employee

  • 11,246 Points 10k badge 2x thumb
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
Photo of rossflynn56

rossflynn56

  • 292 Points 250 badge 2x thumb
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.

Photo of emaclex

emaclex

  • 60 Points
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!
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 27,306 Points 20k badge 2x thumb
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


Photo of cburdman

cburdman

  • 100 Points 100 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

  • 27,652 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

  • 120 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, Alum

  • 9,366 Points 5k 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 jerry.markota

jerry.markota

  • 154 Points 100 badge 2x thumb
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.
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

  • 9,366 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

  • 292 Points 250 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.
Photo of TM_Shaun

TM_Shaun, Employee

  • 474 Points 250 badge 2x thumb
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
Photo of rossflynn56

rossflynn56

  • 292 Points 250 badge 2x thumb

"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?

Photo of Tom Emmelot

Tom Emmelot, Champion

  • 27,218 Points 20k badge 2x thumb
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
Photo of rossflynn56

rossflynn56

  • 292 Points 250 badge 2x thumb
Thanks Tom, I will look there
Photo of TM_Shaun

TM_Shaun, Employee

  • 474 Points 250 badge 2x thumb
Hi rossflynn56,

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

Regards,
Shaun
Photo of jerry.markota

jerry.markota

  • 154 Points 100 badge 2x thumb

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.
Photo of jerry.markota

jerry.markota

  • 154 Points 100 badge 2x thumb
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.
Photo of jerry.markota

jerry.markota

  • 154 Points 100 badge 2x thumb

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.
Photo of TM_X

TM_X, Alum

  • 9,366 Points 5k badge 2x thumb
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
Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
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.


Photo of Tom Emmelot

Tom Emmelot, Champion

  • 27,206 Points 20k badge 2x thumb
Hi AMKagali

Can you make a other screenshot after you click on CPU in the Task Manager!
That way we can see all the programs from the top of the CPU usage!
By the way, did you try:
Win/R, type Supporttool, start the Tool go to tap C, click on 5, Click on 2 and 3 then Click on 4 and close the tool.
Than start again the Task Manager like i describe above and see of the problem still persist.

Kind regards,
Tom


Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
I just did what you suggested, and the issue is still persisting.

Photo of Tom Emmelot

Tom Emmelot, Champion

  • 27,206 Points 20k badge 2x thumb
Hi AMKagali

Can you put off the AOL products and see of the problems goes away?

Kind regards,
Tom



Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
Yeah, it looks like ending the two AOL tasks did the trick.
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 27,206 Points 20k badge 2x thumb
Hi  AMKagali

Nice, but do you need the programs?
What does those programs?
If so try reinstall and see that works.

Kind regards,
Tom

Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
Like the second screenshot says, the programs are AOL Desktop Gold and AOL Tray Launcher.  The Tray Launcher is a startup process, while AOL Desktop Gold is basically an Internet browser.  Uninstalling and reinstalling those programs could be a hassle today; I'll try doing that when I have more free time.
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 27,206 Points 20k badge 2x thumb
Hi AMKagali

Ok, Here from you ;)

Kind regards,
Tom

Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
Reinstalling AOL Desktop Gold caused the problem to resurface.  This is quite the conundrum, but at least the problem isn't with Trend Micro itself; evidently it's using up a noticeable amount of CPU because AOL Desktop Gold is on standby in the background.  I actually had this problem with the previous version (version 12.0) until about a month ago, when a few updates to it remedied the issue.  The problem resurfaced when I updated to version 15.0.

I have two other laptops that have AOL Desktop Gold installed on them, but they have different antivirus programs on them; one has McAfee, while the other has Webroot.  Those programs don't seem to have the issue Trend Micro does.
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 27,206 Points 20k badge 2x thumb
Hi AMKagali

Better use Firefox or Chrome with TM, because that browsers are supported with TM, AOL isn't !!!
You get there the protection and the TM toolbar.

Kind regards,
Tom

Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
My primary browser on this laptop is Edge.  I don't use AOL Desktop Gold that often; it's likely on standby to check periodically for updates to it.  Would putting the two tasks on the exclusion list rectify this issue?
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 27,206 Points 20k badge 2x thumb
Hi AMKagali

Yes you can try that solution, Edge is not supported with TM!

Configuring the Exception List of Trend Micro Security software
https://esupport.trendmicro.com/en-us/home/pages/technical-support/1059964.aspx?_ga=1.140400243.1592...

Kind regards,
Tom



Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
Nope, it doesn't look like putting the two AOL tasks on the exclusion list helped.  After starting AOL Desktop Gold and closing it, CoreServiceShell.exe was using a noticeable amount of CPU; although it was less than before (about 20%), but that was probably because the Tray Launcher wasn't active at the same time.

Why do you think Trend doesn't support Edge?  I get warning messages whenever spam sites pop up on that browser, and my antivirus program has no problem with Edge being open all day.  My secondary browser is Chrome, but I typically use that for streaming videos.
Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
For some reason updating to the new Windows build (version 1809) has rectified the issue for now.  I guess the new Trend Micro version wasn't fully optimized for the previous build, version 1803.
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 27,206 Points 20k badge 2x thumb
Hi AMKagali

Nice to here that the update of MS make things better, most of the time it is the other way ;)

Good luck.

Kind regards,
Tom


Photo of TM_Joemar

TM_Joemar, Official Rep

  • 3,550 Points 3k badge 2x thumb
Hi AMKagali,

It's nice to hear everything is working fine now. Do not hesitate to reach us here in our community if you have any question or any need for assistance.

Regards,
Joemar
Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
Guess I spoke too soon; evidently there were a few new updates to the new build, and once those were installed the problem resurfaced.
Photo of TM_Mac

TM_Mac, Official Rep

  • 1,310 Points 1k badge 2x thumb
Hi AMKagali

Please try to check if there are any updates also on your Trend Micro. Under about the software, it should show "Components are up to date". Also, double check if there are any more updates on your Windows. 

Let us know how it goes. Thank you. 


Regards, 
Mac
Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
Everything is up to date on both programs, but the issue still persists.
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 27,206 Points 20k badge 2x thumb

Hi AMKagali

So still the AOL problem?

Kind regards,
Tom

Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
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.
Photo of Tom Emmelot

Tom Emmelot, Champion

  • 27,206 Points 20k badge 2x thumb
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




Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
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.
Photo of AMKagali

AMKagali

  • 240 Points 100 badge 2x thumb
The problem has resurfaced after a hard boot.
Photo of TM_Pat

TM_Pat, Official Rep

  • 11,246 Points 10k badge 2x thumb
Hi AMKagali,

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

Regards,
Pat