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Isolation Procedure

  1. Disable Predictive Machine Learning on the target machine and check if it will make a difference.
    1. On the OfficeScan Server, log-in to Management Console.
    2. Go to Agents > Agent Management > Select the problematic machine > Settings > Predictive Machine Learning Settings.
    3. Uncheck Enable Predictive Machine Learning.
    4. Save the changes.
  2. If disabling Predictive Machine Learning remediates the issue, please try the solution below:
    1. On the OfficeScan Server, navigate to C:\Program Files (x86)\Trend Micro\OfficeScan\PCCSRV.
    2. Back up ofcscan.ini.
    3. Edit the original ofcscan.ini.
    4. Add the following line in the [Global Setting] section of ofcscan.ini.

      ChannelLevel=0

      1, enables the TrendX Non-Critical channel0, disables the TrendX Non-Critical channel

       
      Non-critical channel is only for Portable Executable file, example of which are EXE, DLL, SYS (device driver)
    5. Save the changes.
    6. On the OfficeScan Server, log-in to Management Console.
    7. Go to Agents > Agent Global Settings > Click Save at the bottom.

Solution

Request Hot Fix Build 4417 from Trend Micro Technical Support.