Performance dropping is more complex than the software blocking issue. For initial troubleshooting, the following can be done:
- Identify the Process that has a high CPU and/or Memory usage.
If the actual process is not available due to security restrictions, the name of the application would also apply.
- Ensure that the application and the Apex One / Worry-free agent are running on the latest patches.
- Record the time encountered the performance issue and if the Trend Micro Behavior Monitoring and/or Device Control is present.
- Add the said processes to the Behavior Monitoring Exception List, then verify if the issue perissts.
If the issue persists, proceed to the following steps:
- Isolate the machine for further investigation and attempt to perform the following:
- Run the Case Diagnostic Tool on the machine to capture all necessary logs needed for further analysis. Ensure that the debugging mode is on:
- Test the application when Behavior Monitoring is up and running.
- Stop the debugging mode, then collect the captured log for this test. Disable the Behavior Monitoring feature then reboot the machine. Re-run the CDT tool and perform the test:
- Test the application when Behavior Monitoring is disabled temporarily.
- Run the Case Diagnostic Tool on the machine to capture all necessary logs needed for further analysis. Ensure that the debugging mode is on:
- Compile the CDT logging, then re-enable the Behavior Monitoring afterward.
- By this time, there should be two sets of CDT Logs:
- BM Feature is running (CDT 1)
- BM feature is disabled (CDT 2)
- Create a support ticket by reaching Trend Micro Technical Support.