Sometimes free isn't a good thing.

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  • Updated 3 weeks ago
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The Trend Micro Internet Security software was provided free for 6 months with the new HP 2in1 I bought from Best Buy. I am removing it today because it is using to much CPU, memory and hard drive access. The 2in1 came with a HDD but this software would pin the drive to 100% and rendered the 2in1 useless. I upgrade the drive to an SSD but that only help resolve the drive utilization. The CPU utilization is still high and so is the memory usage and the 2in1 is unresponsive at times because of this. I wonder if the Geek Squad recommend this software promotion for this 2in1????
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newgi

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Posted 4 weeks ago

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TM_Malik, Employee

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Welcome to the Home Users Community, newgi,

Sorry for the trouble you are experiencing due to the Trend Micro program. :(

Just to confirm, is the computer brand new? May we also know which exact process in Task Manager is currently causing the high CPU usage?

You may check this link: Slow PC performance due to see possible troubleshooting steps. The most important step is to check whether you have any conflicting programs or other security programs installed on the PC.

Thank you! :)
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newgi

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Sorry for not getting back to you sooner, your reply was in my spam folder.

The laptop is new, here are some details.

Model:
HP Pavilion x360 Convertible (2in1) 11m-ad013dx
Product number: 1KT77UA#ABA

Microprocessor:
Intel(R) Pentium(R) CPU N4200 @ 1.10Ghz 4 Logical

HDD:
SATA 3Gb/s ST3250820AS 250GB 8MB Replaced with SSD.

Memory:
4GB (DDR3-1867/PC3-14900 DDR3 SDRAM UDIMM)

O/S:
Windows 10 Home
Version 1709
OS Build 16299.371

Sorry I didn't note what the exact name of the process was.  The CPU utilization was averaging 60 to 70 percent when the system was first booted up without your security software. When your security software was installed, under the process tab in task manager the utilization would stay at 100 percent for extended periods of time after boot up (which rendered the system unusable).  I selected the process list to list the processes in the order of highest to lowest usage and the Trend Micro process was on top of the list the majority of the time.

All other virus software was removed prior to the installation of your software.

Let me know if you need any other information.

Regards
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TM_Phebs, Official Rep

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Hi newgi!

Is the Trend Micro program still installed in your computer?
Were you able to take note or notice the following: 

• Can we confirm what you were doing with thecomputer when the issue occurred, such as running a special app or surfing theInternet?
• If Titanium service is ready with status is “Protected” other than “Startingyour protection...” when the user feels that CPU usage is high? 

Regards
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newgi

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Hello TM_Phebs,

As I stated before the situation happens as the laptop boots up and the laptop becomes unresponsive.  I have removed the Trend Micro software and installed both Avast and Malwarebytes without any problems.  I guess your software is not compatible with all laptops.

Regard,
.
newgi
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TM_Jabi, Employee

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We apologize for the inconvenience this issue has caused you, newgi

We would like to inform you that having 2 security software installed and running on the computer may cause more issues with your computer specially to it's performance if they will be running at the same time, it can use almost every resources available on your computer. 

We still want to fix this issue with you so you can continue using the Trend Micro program and get the best protection that you can get for your device. I hope you will allow us to continue helping you with this case. You can also contact us for better assistance and faster response to you. You can click on the link below to see the contact details: 
Contact Trend Micro Technical Support

Please let us know of any updates soon. 

Regards,