TM 11 causes Win7 boot crash

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My mother's computer (this post may be under her account, as I cannot create a separate account of my own) a few days ago kept crashing during boot with a BAD_POOL_HEADER. It is 64-bit Win7 Home Premium. Looking at the Installed programs list, it seems to have been updated to Trend Micro 11 around November 6. (The computer came with Trend Micro from Dell back in 2012, and has been upgraded to the latest version each year.) The unable to boot issue started around November 19 or 20.

After being able to get in using Safe mode, I had somebody check the MEMORY.DMP file. It said that the cause was TMUMH.SYS, which is part of Trend Micro. I was able to rename it to .old so Windows would ignore it, and that allowed Windows to boot normally. It also appears that either the software, or Windows File Protection, restored the original file. I did a file compare between the bad and the restored, and they were identical. Either way, it still boots fine with the restored file and is back to normal.

I also notice that the TM icon in the system tray stays gray and says 'starting protection' for nearly a minute after login with heavy disk activity before turning the normal red icon. Is that normal?

Have there been any issues before? Was there some sort of bad setting or virus definition causing the crash?
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rossbev

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Posted 2 years ago

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Tom Emmelot, Champion

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Hi rossbev,

Go to Settings/other settings ans choose 1 out of the 3, mine i set on 1 and the icon is direct red and it is the save way.
Do you use Ccleaner regular to clean out your PC, that way TM does not have to look true a lot off crap! And disk de-frag?
This could help against this kind of trouble.

Kind regards,
Tom
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TM_L, Official Rep

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Hi Tom, thanks for the suggestion!

Hi @rossbev, thanks for sharing the solutions you've tried!

For your slow startup performance issue, as Tom mentioned, you can change the setting of System Startup feature. Here's a support document to perform this setting change for your reference:
Using the System Startup feature of Trend Micro Security

Also, here's another support page for your reference to reducing your computer's startup time:
Reducing your computer's startup time using Trend Micro Security software

Please let us know if you encounter other issues or questions with Trend Micro product in the future. Thank you!

Trend Micro Home Users Community
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rossbev

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I should mention Windows itself is not slow to start up. That seems normal. It's just the icon in the system tray seems to take awhile, after logging in, to turn red and show fully protected.
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Tom Emmelot, Champion

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Hi rossbev,

Yes and you can change that by the menu we mention.
Default it starts right a way with a scan wile things are starting up, that's the middle choice!
And it stay's a little time Grey than.

Kind regards,
Tom
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TM_L, Official Rep

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Hi Tom, thanks again for explaining for us!

Hi @rossbev, thank you for the reply.

Trend Micro Security always checks & deals with threats (e.g. Real-time Scan and Web Filtering) in the background when your PC started. As you mentioned it's normal that the icon takes a while to turn red and show fully protected. 

Hope this address your concern! 

Trend Micro Home Users Community

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