Windows Media Center - Trend Micro's bad behavior

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Win 7 Professional 64 bit i7-3770 CPU 3.4 GHz 16 GB Ram Dell XPS with Trend Micro Internet Security. 

I tried contacting Trend Micro about my problem and if no good answers here, will contact them direct again.  Latest version just installed last night and problem started again.  (SR1-1-1137775571)

This PC is basically my DVR (Windows Media Center - will refer to as WMC) and its other jobs are Internet and game play.  Contact in August. Have replaced the HD about a week after initial contact.  Re-installed Trend Micro at least 3 times now.  PROBLEM:  about every 5 minutes or so (when it gets bad it is more like 2 minutes) play back (both audio and video) come to a complete halt for 3-5 seconds.  Great example, while I took the screen shots, you can see on the right side I’m watching “The Gifted” on Fox.  I CAN DO OTHER THINGS ON THE PC.  Be aware, this isn’t an ALWAYS thing, it will present for a day or two and go away might happen every 3 weeks, but if it lasts and gets worse, that's when I un-install and re-install using the special un-install tool I was given from Trend.

I have shut down other active things (like my WD backup drive, OneDrive, pull the internet, Kodak EasyShare, and Fitbitconnect) and the ONLY THING that seems to stop my problem is shutting down Trend.  Tried the balance settings in Trend, tried to “pause” Trend, yet, WMC and Trend seem to be colliding into each other for some reason.  I also tried to add the “eh” programs to the exception list, but that was a fail too (I.E. “ehshell” or “ehrecvr” or “ehrec” or “ehvid” are all components of WMC).

Proof to this interruptible behavior:  Look at the screen shots.  Take note of shots and how jaggedy the blue / purple “I/O” graph at the bottom is.  Now look at how NOT-JAGGEDY the I/O is when I turn Trend Micro off (trendmicrooff.jpg).  Take note WHO has the most “private bytes” on the list.  The circled areas are where the I/O usually dips, then spikes.  You can see that at the time the coreserviceshell is mentioned and at what percentage.  The back ground on the screen shots will most reflect the percentage at that exact moment because the Process Explorer graphs take a couple seconds to post the whole event.  I will point out that in the back ground, the WMC is what items you see as anything with an “eh” on them.  I.E. “ehshell” or “ehrecvr” or “ehrec” or “ehvid”.  I also wouldn’t doubt that WMC likely uses some of the “svchost”, but you can discuss that with Microsoft.  Finally, at the bottom of the screen you can see the CPU useage, Commit Charge, etc.





So, I got the feeling Trend using an interrupt, a file, a service, or the like that causes WMC to get interrupted and yet not really effect anything else on the PC. 

Any ideas?  Feel free to ask for logs and where I can find them for you.









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tgerzevske

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Posted 2 weeks ago

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TM_Pat, Official Rep

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Hello tgerzevske,

Sorry to hear that you experiencing this kind of problem.

Very good point in isolating the problem to Trend Micro Security. I just noticed that what you added in the exception list are just a bit of Windows Media Player files.

Try to add the whole Windows Media Player folder to Trend Micro Security's exception list so we can see if  that will make any difference.

Regards,
Pat
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tgerzevske

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Guess what?  I'm back like a bad penny (or should I say TREND is the bad penny?).
The below was written a couple days ago.  The problems below went away after re-boot.  The problem is re-occuring now even after reboot.

Tonight I watched (2) recorded TV shows no problem.
show #3 I'm getting new ill side effects.  These side effects are convincing me more that Trend is using a same SVCHOST, set of running back overhead, ASP.NET items, interrupting pattern, or something else and MicroSoft told Trend that "aw, no one uses WMC, you can go ahead and use that set of ____(what ever they are) items that WMC uses".
1)  I start noticing it while I use the "skip forward 30 seconds" function.  I usually skip 5-7 times for commercials.  I notice that I can press the skip like 3 times and the audio and video lock up BUT the time log goes forward, then back 4 seconds, then playback starts again.  Couple commercials later, same style stuff, but I can press the skip forward function say 3 times and nothing happens (my remote control AND reciever have LED's to confirm the message made it from point A to point B), THEN, the time log jumps a minute and half.
2)  During normal play back you will get a quick skip, digital artifacting on the video, or slow motion, but adio seems to not be effected in all situations.  I verify these spots are NOT part of the recording.
3)  What ever it is, it is getting worse the longer I play and near the end of the show, it is doing these things ever more so frequently that I'm driven to insanity and turn off Trend again...and find that TREND is AGAIN the cause of my grief.

Here's a new factiod.  The previous show is a 1080P prgram.  I watch a 480P program next and the ONLY ill effect is just the skip forward function problem at random.  Show #5 of the night?  1080P recording also.  All (3) of the above happen again till I turn off Trend.  I have put the ehome folder back in as of a couple days ago.  See jpg attached.

(Edited)
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Tom Emmelot, Champion

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Hi tgerzevske

It looks more a memory or graphics card problem to me.
Can you give me your hardware info?
Here from you,

Kind regards,
Tom


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tgerzevske

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If it was, why does it ONLY go away when I stop Trend?  By the way, all quiet again, no ill effects.
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Tom Emmelot, Champion

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Hi tgerzevske

That can be if the program's are to heavy for your Hardware!!!

Kind regards,
Tom

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tgerzevske

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Tom,
Even though this week has been light on the abuse to WMC and trouble will likely occur again within 2-3 weeks again, maybe we need to review the situation again.  

I can still run other programs and still move the mouse during these occurrences.  I can combiningly still run big programs like the WD Mybook back up, weather bug, OneDrive, AND play a game while watching WMC.  Again, WMC seems to be effected by Trend.  Shutting ALL OTHERS OFF, Trend is STILL THE ISSUE.   So it seems that TREND is TOO HEAVY for my memory and graphics card (I apologize to stick your own foot in it and close the door on it, but, you put it there) and might have gone to the way side of bloat ware anti virus protectionism.

Lets step one bound more.  I can youtube fine - no troubles there.  Turn off Trend Micro, this PC FLIES.  Yes, I understand that antivirus protection does take a bit of something from everything, don't get me wrong.  Yes, I will admit WMC might be heavy.  I wish I knew more about it to verify that It has codecs, service hosts, likely has to convert its own raw file for the Hi Definition TV I watch that has been DVR'd, but TREND is the only thing preventing me from doing that. 

Attached is a big pile of info for you to look through.  Don't forget you can look at my previous posts with the "Process Explorer" graphs on it and see how much memory and GPU is actually being used.  Quick review of that while WMC is running and showing me a DVR'ed program are as follows:
- System Commit is 7 G
- Physical Memory is 4.2 G
- CPU generally stays below 25% (25% spikes, average usage is 11%)
- Disk spikes are as high as 28 mb
- I/O Spikes are as high as 289 mb
- GPU usage averages 60% or less, but spikes can hit 85%
- GPU dedicated memory is stable at 415.8 mb
- GPU system memory is 107.1 mb
Review the fact that some of what I mention as spikes DON'T spike NEARLY as high when turning OFF Trend Micro and on average, MOST spiking GOES AWAY (again, see previous pic posts of in use and not in use).

If you see something obvious, feel free to stick my foot in it and close the door on it, because I put it there.


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bagnall66

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I have Windows 10 home premium on a HP Compaq 24" all in one. I keep getting random blue screen restarts, each blue screen has a different error message, I got MS remote assist a few days ago, the problem stopped for one day and then started again after Trend Micro updated, short of completely removing the program from my computer, I don't know what else to do. I could be playing MS Solitaire, just starting an online lesson or just looking at my photos, next thing you know, blue screen restart.
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TM_Pat, Official Rep

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different concern

Please reference the new conversation here: BSOD Issue after latest Trend Micro Security upgrade
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bagnall66

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My blue screens stopped when I uninstalled Trend and joined the Microsoft Insider program, my pc is fast and reliable now.
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-I'm not a Trend Micro representative-

I know about lagging issues using WMC under 7. 

I did not understand: it happens playing back a video from your hard drive or streaming from web? Or both? 

Did you try to remove and apply back WMC? Maybe it seems to be 'randomly' in spyke cause WMC is buffering?

This is under:
Control Panel - Uninstall a Program - Turn Windows Features on or off - Media Features - Deselect Windows Media Center
Reboot 
Apply back the flag and reboot again.

Is WMC installed on the main system disk? If not, can you try to instyall it on the main Windows disk? 

Sorry if explained yet, I have a departure between few minutes. u.u

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tgerzevske

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I don't stream video with WMC.  I do use the Music and I use WMC as a DVR with my Hauppage antenna card and USB converter (not cable either, direct OTA programming).  It is the playback of the OTA television programs that is getting wapped by Trend Micro (see my first post, other trouble shooting was done and this is the only item that causes the issue).

Considering that WMC is part of the Windows install on my HD (I put things where they belong as if it was a stock 1969 SS COPO Camaro, don't mess with greatness...), and then looking at my Dell / Windows 7SP1 Professional DVD, I oddly enough don't see a separate component listed for the WMC.  I remember my old Dell XP Media Center Edition (MCE) 2005 DVD did have an obvious folder component for MCE (WMC).  So, saying that, killing WMC and trying to return it is a sketchy task.  Maybe I've been given the wrong DVD...but considering Trend Micro is causing the problem and nothing else is, it is best to point at Trend with the big finger and say that you are NOT being a Windows Compliant partner.

I really got one of those bad feelings that Trend is using a same SVCHOST, set of running back overhead, ASP.NET items, interrupting pattern, or something else and MS told Trend that "aw, no one uses WMC, you can go ahead and use that set of ____ items that WMC uses".
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 Hello tgerzevske,

The Trend Micro Security will check every process that is running on the computer as part of the real-time protection feature, from windows processes down to program processes, so it will consume resources on the first 5 minutes when you open a program and every time a program will run a process. The normal CPU consumption of Trend Micro coreserviceshell.exe is 20% - 30% you will see spikes on the consumption everytime you open a program, a browser, a file, etc.

However, since you already isolate other factors that can cause the problem and you already reinstall Trend Micro and add the program to the exception list, we will check this further, I will escalate this case to our Senior Engineers so they can check it thoroughly. I will send you an email so we can set an appointment.

Thanks, Tom Emmelot & Max Slo for lending a helping hand.

Regards,
<Kree>